Holiday Inn & Suites Manila Galleria by IHG

The rooms are very nice, clean and comfortable. The elevators might take long time waiting. The food in room service was ok, no more than that. The launch nice and quiet with great service. The location wonderful- there is direct access from the hotel to the mall.

Everything

Nothing

C/o: Karlyn Ann Bonnevie. Holiday In Manila Galleria Inadequate Complaint Handling, Lack of Empathy, and Equal Guest Treatment - Upper management should have taken a more objective, accountable, and brand-aligned approach in addressing my complaints. To begin with, the response I initially received appeared to be a standard hotel email template rather than a personalized and thoughtful reply. It did not include even a basic apology, nor did it reflect a genuine understanding of the concerns I raised or how the experience affected me as a guest. This lack of empathy was disappointing and made it feel as though my situation was not fully reviewed or understood. Furthermore, despite a considerable amount of time having passed since my departure, I have not received any call, explanation, or formal feedback regarding the outcome of the investigation. The absence of follow-through and meaningful communication reflects a serious lapse in guest relations and complaint handling procedures. More concerning is the strong impression that my complaint may not have been treated with the same seriousness because my stay was booked under a friends-and-family rate. I would like to emphasize that regardless of the rate applied, I was still a paying guest of the hotel. Discounted or promotional rates do not diminish a guest’s right to proper service, respect, fair treatment, or effective service recovery. Any deviation from this principle contradicts standard hospitality practices and undermines brand integrity. Lastly, no form of compensation, goodwill gesture, or remedial action was offered to acknowledge or address the inconvenience and dissatisfaction I experienced during my stay. This further reinforces the perception that my concerns were disregarded rather than objectively reviewed. In light of the above, I formally request:• A written explanation of the findings and outcome of the investigation• Clarification on your policy regarding complaint handling for guests under discounted rates• Appropriate compensation or corrective action in line with brand service recovery standards I trust that this matter will now be reviewed with the seriousness, fairness, and empathy it deserves, and I expect a formal response within a reasonable timeframe.

We stay at the Holiday Inn Galleria whenever we’re in the Pasig / Mandaluyong area. We receive consistently excellent service from the lounge staff, especially Cris, Justin and Arjay. They take great care of us all day — always attentive, friendly, and professional. Their warm and reliable service truly makes our stay more enjoyable.

The beds are very comfortable and the staff and very attentive. Location is great too!

A bit dated with a bit of musty smell when I first came to the room. But it got better later on. Perhaps it’s the carpet. The lighting is also a bit dim.

Comfortable, clean and spacious room (great bed) with excellent gym facilities - directly connected to a large shopping mall. The staff are super friendly and helpful.

The area was not very walkable due to large volumes of traffic (main road) and the hallway had a mouldy smell. Otherwise, these were minimal issues.