Customers' Expectations

Okada Manila has been serving people since 2017, as they open their doors for both local and international reach, more people continue to support the establishment because of its elegant looking vibe inside and outside the premises.

Perception Gaps

Most of these revolve around the Front Desk/Reception and Maintenance departments. Recurring issues include unsatisfactory handling of room allocation, such as cases where guests were downgraded.

Observed Evidence

Okada Manila continues to deliver a level of service that many guests describe as “world-class” and a “memorable experience,” which is reflected in its consistently high ratings for Service (9.3) and Overall Experience (9.1). A major contributor to this positive performance is the hotel’s personnel, who are frequently highlighted in guest reviews for being accommodating, professional, and genuinely warm.

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