Observation 

The overall aesthetics and look of the establishment is well planned

and organized as it follows a theme that attracts more guests, also the variety of facilities are exceptional because they offer a lot that most guests totally love. 

Strength

Many guests have recognized how clean the rooms and common areas, including the facilities that most guests come into. The staff also maintained the proper sanitation measures. 

Weaknesses

Some guests observed that other room accommodations have aging interiors which turns their expectations into disappointment.

Evidence 

These are clearly noticeable to guests which concludes them to have higher expectations in the establishment since they become impressed with how it looks. 

Observation 

Okada Manila has received high ratings for providing exceptional services and positive feedback from its guests. 

Strength 

Staff are responsive and take quick action to guest' needs, making their service delivery prompt and trustworthy. 

Weaknesses

Housekeeping can be inconsistent, with some guests reporting missed spots or incomplete cleaning.

Evidence 

Okada Manila has been receiving more customers than expected for almost every day which leads to the inconsistency of their services for each guest and sometimes, most of the promised service was not fulfilled well due to the poor focus with the request.

Observation 

Based on their experiences, staff are always willing to help and assist the guest, especially when they just arrived at the hotel, but sometimes they might be occupied with other tasks assigned to them.

Strength

All staff are willing to offer help to the guests most especially when they are arriving or departing at the hotel, they show deep respect and genuine care for their guests.

Weaknesses

Due to the volume of guests every day, the staff does not really check on the guests most of the time and they still need to contact them before they will be assisted. 

Evidence 

The responsiveness is also observable in the establishment because it relates to how the staff are being attentive to the guests’ concerns and requests, as well as their timely responses which contributes to the satisfaction of the guests since it will imply to guests that the staff are willing to help and easy to approach. 

Observation 

Minor Issues are pointed out, but the positives regarding service and amenities outweigh this high rating.

Strength

The overall orderliness and cleanliness of the entire property are often noted as spotless and well-maintained. 

Weaknesses

Most of them complained about the check-in and check-out process being slow, especially during peak periods.

Evidence 

Enforce a more detailed room inspection before guest occupancy to prevent minor maintenance complaints on items like ensuring the remote, bidet, and AC are functional. 

Observation 

Some of the reviewers have stated that the employees are friendly, attentive, and prompt in assisting, particularly when it comes to special occasions. 

Strength

A huge number of visitors emphasized hospitality, politeness, and individualized acts such as room upgrades or small gifts.

Weaknesses

Some of the guests felt that some of the staff members communicated in a manner that appeared formal or written instead of emotional.

Evidence 

Okada Manila can build on its empathy through the training of staff members more on active listening and a more individual communication approach.