Flyfrequently
Established Member
- Joined
- Jun 20, 2022
- Posts
- 1,805
- Qantas
- Gold
Such a shame that the staff were so rigid in their interpretation of the "rules" @Captain Halliday and whoa that butter!Access denied
Our three days in Manila were mostly spent in the pool or napping in the suite.
The hotel was chosen as a bit of a treat for the family.
The rest of our trip is in far more modest digs.
In my first year as Accor Platinum, we were also keen to try the well-regarded executive lounge.
On our first full day when we tried to access the lounge, we were denied entry with Miss H.
The lounge staff claimed children were not permitted.
I showed staff the published terms on the Accor website, but they wouldn’t budge.
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At reception I spoke with the duty manager.
She also wouldn’t budge and produced this price list, claiming the last line to be evidence of the no-children policy.
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Instead, she offered to book us a table at the downstairs bar and provide snacks.
Sadly, this wasn’t even close to comparable with the full buffet offered in Club Millesime.
It was a major failure for a property claiming five-star status to deny a clearly published benefit.
But the disappointment continued with service at the bar incredibly slow and in no way 5 star.
It was almost comical at times.
I ordered a red wine and watched as our waiter walked through reception, stepped into the lift and disappeared.
He reappeared soon after with a half empty bottle of red wine, presumably from Club Millesime.
Strangely the very same wine was offered on the wine list at the downstairs bar.
To his credit, the waiter acknowledged the slow service and offered warm rolls with butter as an apology.
But I suspect this wasn’t the first outing for this dish of butter.
Guest at other tables received neat, round circles.
Ours was a hacked at, half-circle, covered with baking paper.
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Service for all three days at the downstairs bar was patchy.
Finger food was presented high-tea style and Miss H certainly enjoyed the treats, though it was clear these had also been gathered from the lounge.
Dry bread for the cheese sandwiches was the giveaway.
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The room, pool and breakfast were all terrific.
This should have been a phenomenal stay.
However, stubborn and argumentative staff in both the lounge and at the front desk, let the hotel down badly.
Sofitel Philippine Plaza is now top if my do not stay list.
IIRC reading another AFFer had a similar experience and wrote to Accor and was given points as apology, worth the effort?