Marco Polo Ortigas Manila

I stayed at Marco Polo Ortigas from June 11–12 and would like to share my experience regarding the check-in process.

I arrived at around 1:00 PM and spoke with Khate at Guest Services. She informed me that my room was not yet ready because the official check-in time was 2:00 PM. I completely understood this, as I was only hoping that an early check-in might be possible, which some hotels occasionally allow. I was willing to wait and respected the hotel's policy.

At around 2:10 PM, I approached Tin to check on the status of my room. Unfortunately, I was informed that it was still not ready. While I remained patient, I was already becoming concerned since the official check-in time had already passed.

By 3:00 PM, I approached Marj and explained the situation. She immediately stood out because of her professionalism and excellent customer service. Even before I expressed my frustration, she clearly understood the inconvenience I had experienced and handled the situation exceptionally well. Although the room was still not ready, her approach was completely different. She sincerely apologized, offered me a complimentary drink while waiting, and even arranged a late check-out until 3:00 PM the following day as a gesture of goodwill.

Among the three employees I spoke with, Marj was the one who truly demonstrated the level of service I would expect from a five-star hotel. She showed empathy, initiative, and genuine concern for a guest who had been waiting for an extended period.

On the other hand, I felt that Khate and Tin could have shown more concern and proactive service, especially knowing that I had already been waiting well beyond the official check-in time. A simple acknowledgment of the inconvenience, an apology, or an offer of assistance would have made a significant difference.

While I appreciate Marj's efforts in turning the situation around, I believe there is room for improvement in how delayed room readiness is communicated and handled. As a guest staying in a five-star hotel, I expected a more consistent level of customer care throughout the experience.

I would also like to commend Ms. Marj for the outstanding service she provided during my stay. Her professionalism, empathy, and initiative transformed what could have been a very disappointing experience into a positive one.

I sincerely hope that Marco Polo Ortigas considers recognizing or rewarding Ms. Marj for her excellent customer service. Employees like her embody the true meaning of five-star hospitality. Recognition for her efforts would not only be well-deserved but could also inspire and motivate other team members to consistently deliver the same level of exceptional service to guests.

Thank you for taking the time to review this feedback.

The facilities are complete and the staff are nice and very accommodating.

This was our second time staying at Marco Polo Ortigas, this time to celebrate our son's birthday—and honestly, it did not disappoint! The Continental Lounge is hands down our favorite part. The service there is just the best.
Big shoutout to Micah, who's amazing as always! And huge thanks to Teody, Xeighnt, Azi, Shai, Aila, Chef Tin, and Aika for making our son's birthday so special. You guys really went the extra mile and it didn't go unnoticed.
If you're staying here, the Continental Lounge is a must—best service we've had, hands down. Thanks for another great stay, we'll definitely be back! 😊

Very accommodating, good amenities, and the staff are great.
The view and atmosphere of the room is relaxing.
Especially to Ms. Joy who was the housekeeping in-charge of maintaining the cleanliness of our room.

Polite and accommodating staff.

Had a great experience at the hotel. The atmosphere was pleasant, the service was excellent, and the staff were friendly and accommodating - JPG From DND OCD

Staff members are welcoming and very polite; they treat us like a VIP.

Thank you for the good service. The staff were welcoming and attentive, and the restaurant maintained a pleasant atmosphere. We look forward to dining here again.

Location, atmosphere, rooms, value, cleanliness, services are excellent

Staff are very polite and attentive to the needs of the guests.

Everything in here is nice with class. The ambience, facilities, and the staff were great! Kudos!

We will definitely be back! Please consider having a brighter lights so we don't always have to rely on the sun 😆

Always a pleasant and relaxing stay.! Love the spacious room setup, hot steaming shower, luxurious shower gel and the fluffy and fresh linens always.

Service was excellent. Thanks to Teddy and Keith. . Gave them already my feedback on food selections and price. I was an avid fan of culinary Marco Polo and pushed this and had group dinners conducted here before. With my comments, I wish Marco Polo culinary will get back at the top of my list.

Thank you kuya Lito our guest attendant for doing a splendid job in making our room clean

A great 2 nights stay here. The venue is close to many shopping malls that requires just a short walk. Will surely come back!

Its amazing to stay at your hotel. I love the breakfast coupon for walk in for relative who wants to join the all in breakfast.

I love staying at Marco Polo Hotel. The room is cozy, the food is tasty and the amenities are useful like the gym, swimming pool and spa.