My Travels

Horrible Continental Club Experience @ Marco Polo

lobby.jpg

the lobby

 

It was the third time that I booked a Continental Club room in Marco Polo Ortigas Manila because I wanted our stay to be perfect and hassle-free.  Continental club guests have exclusive access to the lounge where they can haveunlimited afternoon refreshments, coffee, tea and juices from 2:30-5:00pm and pre-dinner cocktails and canapes from 5:30pm to 7:00pm.

I decided to book a Continental Club room because I wanted to surprise my husband for his birthday.  For me, it’s practical to book a club room because you your 3 meals during your stay are already covered including non-alcoholic drinks/refreshments until 10pm.

I planned to surprise hubby with an overnight staycation in Marco Polo.  Supposedly, hubby is only available to come at 7pm after classes and he was scheduled to fetch me in beside Marco Polo at 7pm to pick us up after office hours.  I was thinking whether I would inform him at that time or tell him in the morning.  I decided to tell him when he woke up because he might have other plans with his colleagues in the afternoon.  It was a blessing in disguise when the afternoon classes were suspended so he had the time to be with us on his special day.  Hubby disapproves this kind of celebration– knowing him, he would rather celebrate his birthday at home with us with.  It is a special occasion so I think he deserves to have a special celebration and de-stress as well– he needed a break from the stressful work at school.  I thought that an overnight birthday staycation at Marco Polo would help in a way.

CHECK-IN

continental club reception.jpg

One of the benefits of the Continental Club is the private check-in and check-out.  We didn’t have to go to the 24th floor where the queue of the guests are.  I have chosen to book a Continental De Luxe Room (51 sq meters) because it’s bigger than the Continental Superior room which is about 38 sq meters.  Since Shane is already 12 years old, I was confident that she will be accepted in the lounge.  Prior to this booking, I already have inquired in Edsa Shangri-la for our wedding anniversary celebration on October and I was informed that Shane is already counted as an adult because she is 12 years old– that’s why I upgraded to a Garden Wing Premier Suite.

check in1.jpg

Everything was perfect until the associate asked about Shane’s age.  I was surprised when she was telling me that a 12 year old kid won’t be allowed to the lounge especially in cocktail hour. In their letter it clearly says that children UNDER 12 years old (11 and below) are not allowed at the lounge– she is already 12 so she SHOULD BE ALLOWED there.  If they really insist that 12 years old isn’t allowed, they should have changed their letter to 13 years old and below are not allowed– so that is applicable to 12 years old.

continental club letter

After few minutes of talking with the associate, she insisted that they should be firm and consistent  in implementing the rule.  What she can do is to allow Shane to enjoy the afternoon tea time but NOT in cocktail hour. I requested to speak with the manager, and after few minutes, he came.  He said that what they can do is to let us get and take out food for her.  For me, it wasn’t fair.   She should have enjoyed the pre-dinner with us, but she was left in the room 😦

 

The CONTINENTAL CLUB DE LUXE Room

room 4201

apples.jpg

the welcome fruits

continental club de luxe room 1.jpg

bed

Enter a caption

daynight.jpg

daybed

working desk and television

ironing board

the iron and ironing board

nespresso

Nespresso machine and complimentary bottled water for 2

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electric kettle and two cups 

minibar.jpg

minibar 2.jpg

THE BATHROOM

bathroom 1.jpg

toiletries.jpg

premium toiletries

bathroom 2.jpg

the bathtub.jpg

the bathtub

AFTERNOON TEA TIME (2:30-5:00 pm)

Because we had to go to the room and let Shane wear closed shoes, we didn’t have much time to enjoy the sweet treats and afternoon refreshments.

lounge1.jpg

lounge 2.jpg

library.jpg

the library

sweets.jpg

afternoon snacks

my snacks

 

THE BOARDROOM

Another thing why I like booking the club room is because of its free 2 hour boardrrom use.  We were able to use the boardroom from 4:30 to 6:30pm

meeting room.jpg

boardroom 1.jpg

 

coffee.jpg

coffee break while in a meeting

PRE-DINNER & COCKTAIL

cocktail

the Pasta Station

sweets1.jpg

sweetie

 

hubby and me.jpg

pre-dinner without Shane with us 😦

After the pre-dinner, we went back to the room and gave Shane her take out food from the lounge.  Few days before our overnight stay, I was already communicating with the reservations and marketing regarding the birthday surprise.  I thought I didn’t have to remind them because they took note of it in our email conversations. I reminded the reception in the Continental Lounge after the afternoon tea, so I thought he would be surprised after the pre-dinner but when we came back to the room, there wasn’t any set up.  So, I need to phone the front desk to remind them.  After few minutes, somebody knocked-  I thought it was already the surprise, but the housekeeping that brought additional toothbrush, toiletries and bottled water.  The staff told me he will remind the front desk about it.  When we were about to sleep, two ladies came with a mini cake and a balloon.

the staff.jpg

cake.jpg

birthday cake

This is strike number 2 already and honestly, it didn’t turn out the way I expected it.  In other five-star hotel like Edsa Shangri-la & even 4-star hotel like Discovery Suites, the cake arrived few minutes before

pool.jpg

the swimming pool

jasmine jacuzzi.jpg

jacuzzi.jpg

sauna.jpg

vanity area.jpg

vanity area in the female changing room

 

after the hot tub bath.jpg

after the hot tub bath

BREAKFAST AT THE CONTINENTAL LOUNGE

buttered vegetables

 

chicken adobo

 

iced coffee.jpg

 

bacon and hash browns.jpg

champorado.jpg

 

breakfast.jpg

view.jpg

after breakfast.jpg

Few days after this staycation, I posted a review in Tripadvisor and the front office manager reached out to me through email.  She admitted the mistake they had for saying that my 12 year old kid shouldn’t be allowed in the lounge, which I appreciated.  She even offered a complimentary access for 3 people in my next overnight stay valid until December 2019.  I think it is NOT a practical decision to book again just to have access to the Continental Club Lounge.  They should have given the access without requiring me to book a room if they are really sincere.

To sum it all up, I have made the wrong decision to celebrate hubby’s birthday in Marco Polo.  It’s just  a waste of money– I should have stayed at home instead because the surprise turned out to be a total disaster.

I like the hotel itself (there’s no question about that) but the staff  who make the inconsistencies are the ones responsible for the poor service.

My rating:

3 stars

ROOM ♥♥♥♥♥♥

The Continental Club room is spacious enough for the 3 of us.  I’m contented with the premium toiletries, furnishings and

SERVICE ♥♥

I was saddened with this experience.  Also, I had to request for additional supplies in the room.  In other hotels, they already prepare supplies for 3 pax.

FOOD ♥♥♥

Limited food in the Continental Lounge.  They also have limited servings per dish now.

AMENITIES ♥♥♥♥♥

I like the amenities (pool, spa, fitness center, female changing area)

PRICE:  ♥♥

Overpriced for their kind of service.

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