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“What a waste of time!”

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Franchise One Hotel
Ranked #65 of 82 Hotels in Makati
Melbourne, Australia
Level Contributor
7 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
“What a waste of time!”
Reviewed 1 March 2012

We arrived into Manila just after midnight. We wanted something close to the airport as we were flying out to Cebu that morning so we chose one of the cheapest airport hotels on Expedia. I even put our arrival details in the booking.

Before leaving Australia, I emailed the hotel to reconfirm our booking and confirmed we needed a late check in.

When we tried to check into the hotel, they advised us our room was given away and there were no more rooms available to accommodate 3 adults.

They tried calling their sister hotels and it wasn't until just before 2am they were able to get us a room at Makati Inn. By then I was furious they had misplaced our booking (their colleague had received our booking and filed it away without actioning it!) and we were all extremely tired. We made it clear to them that the hotel would have to pay for our taxi to the next hotel due to the inconvenience.

We weren't charged for the error and Makati Inn may have been a better hotel than Franchise One but when you have a flight to catch in a few hours the last thing you need is incompetent service plus a taxi driving trying to rip you off thinking the guests will pay the P300 pesos fare which the hotel claims should only be P50 because it's literally down the road!

Our room in Makati Inn was nothing special. It was a big room with no windows. We opted to wait til we got to Cebu to use the bathroom as the bathroom in Makati Inn could definitely do with a good scrub.

If you want convenience and something close to the Airport, best to try Nichols Airport Hotel which was recommended by family. It's closer to the airport and they have plenty of clean rooms.

  • Stayed February 2012
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank SamDownUnder
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MZINNSGeneralManager, General Manager at Franchise One Hotel, responded to this review, 5 March 2012
Greetings,

In this instance I will must apologize for misplacing this reservation with Expedia. It was indeed through the negligence of our staff in encoding this particular reservation properly and while the person responsible for the mistake was already dismissed last month for numerous and various other grievances, it is still nevertheless still our ultimate culpability in the matter. I apologize for the error.

On the other matters, I think we have resolved this directly with the complainant via emails but so the public may know in open forum—

1) We did in fact pay for the cab fare to our other branch, which is literally, one kilometer away and walkable in any instance. Of course we did transfer by cab and no overcharging the customer occurred; either with the cab nor with rooms or anything related to this booking. Why the customer included this in her complaint is anyone’s guess but perhaps a disgruntled complainant will pad the bad pie to make the eating of it just that more worse.

2) It is not difficult to inspect only 24 rooms so I personally inspected all 24 bathrooms at our branch and while these were not, repeat, not spotless-- I would not encourage anyone to eat off the floor; they nevertheless were not in a state so foul as this complainant suggests, to fore-go having a shower in. The water was hot, the free toiletries in place, clean towels supplied and the overall condition acceptable for the intended purpose - a good hot quick shower.

3) On the rooms having no windows, I have already addressed this in a similar complaint and will reiterate why we opted for closing out the windows. The street is very central and very busy and well traversed by both vehicular and pedestrian traffic. As such, we instead opted to seal off the rooms from all city noise by entirely closing up the windows. We favored the option of providing a quiet sleep over a non-descript city view. If this were a beach resort, then perhaps, the window view would win over a quieter sleep.


In closing, I sincerely apologize for the mistake both privately in direct emails with the complainant and publicly in this open forum. If it is any consolation to would-be future guests who may be turned off by this complaint-- the overbooking is due to the fact that we do have many repeat guests who are indeed served well and like it well enough to return.

Nevertheless, in this instance, there is no excuse, no matter how busy we may be, and I am sorry we did not take this particular reservation properly just as we have done over thousands of times before over the 12 years in successful running of three inns of the same category. I sincerely apologize for making this error. We take the mistake seriously and have likewise instituted a more seamless method for handling reservations.
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Rating summary
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Traveller tips help you choose the right room.   Room tips (11)
Date | Rating
  • English first
  • Japanese first
  • Any
English first
Calgary, Canada
Level Contributor
125 reviews
65 hotel reviews
common_n_hotel_reviews_1bd8 107 helpful votes
Reviewed 18 February 2012

If you leave a light on in the bathroom, the cockroaches will stay in hiding. Now these aren't the thumb-sized variety, but they do share the same family tree and there are lots of them. And if you're unfortunate enough to end up here (we chose it because of its proximity to the airport) do yourself a favour and eat elsewhere. As an example, the menu description for fish & chips went something like, "...fish in our own lightly seasoned beer batter and freshly cut fries." What landed on my plate was an agglomeration of some kind of fish, rather like an oversized hockey puck and definitely NOT battered. As for the chips, well they were chips alright - as in potato chips. The server seemed quite surprised when I turned it back. Truly awful! And my wife's stir fried vegetables were swimming in soy sauce. No prize there, either.

Room Tip: Choose another hotel
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  • Stayed February 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Calgary68
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MZINNSGeneralManager, General Manager at Franchise One Hotel, responded to this review, 19 February 2012
Well thats a first time complaint about that and we will definitely look into it.

By the way, we are installing glass sliding doors on ALL existing room doors in order to block out noise coming from inconsiderate guests talking loudly in halls on the way to their rooms. The disturbance was complained about in another review and am letting you all know we act on all complaints.
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Travellers are raving about these Makati hotels

Bangkok, Thailand
Level Contributor
7 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 9 February 2012

The hotel is situated at very close to shopping malls. Food is everywhere which is nearby hotel. The only downfall of this hostel is that the room and bed is quite small. I felt a bit uncomfy during my sleep and the toilet might not be suitable to a big built. The restaurant serves good food, very nice and friendly service. Overall the experience staying in this hotel is good.

Room Tip: corner room will be a quiet place as the room is not sound proofed.
See more room tips
  • Stayed March 2011, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank bkk_jl
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MZINNSGeneralManager, General Manager at Franchise One Hotel, responded to this review, 10 February 2012
Dear Reviewer-

Thanks for recommending others to check in at our inn!

May I ask What room did you stay in that you said was not too quiet? All our rooms have double glazed glass panes to block out city noise from outside. So did you still hear outside noise? Or was noise coming from hallways from people using the halls to get to their rooms?

And thank you again for liking our in house food service. All our meals are quality controlled by us, the managers and owners as we eat there on a daily basis too. Our condiments are the best, example. only olive oil is used, not the cheap stuff, to bring out extra flavor and keep away the trans-fats from low end oils.

Cheers!
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Bratislava
Level Contributor
32 reviews
30 hotel reviews
common_n_hotel_reviews_1bd8 53 helpful votes
Reviewed 26 December 2011

This hotel had everything what I do require from a good budget hotel. It was well mainained, newly built/refurbished with very efficient staff. We felt really safe there, rooms were really tidy, having comfortable beds, small LCD TV with DVD player (which is not an usual standard for this type of accomodation). I have really appreciated especially the tidiness of the bathroom that was in general very nice, with hot water power shower. I have also appreciated that the room was really quite as regards the noise outside the street (I guess it has double-glassed window) and from neighbooring rooms either (it was obvious that the management cares a lot about qietness ot the hotel itself in order to make the guest´s stay more relaxing.

Breakfast was also really great, we had enjoyed big variety of meals, and every one was prepared quickly and was really delicious, especially the omelette and the toasts.

Its position is very convenient. Take an taxi and you can be in 10 minutes at Makati, or in 15 minutes at Malate (Roxas blvd. or Intramuros). 200 metres walking distance, there is an Watsons shopping mall which has plenty of restaurants and the supermarket. The hotel itself is located in a quiet and street.

There is another one point, that is worth mentioning. The communication with the hotel staff during the booking was really easy and they were really helpful. I also appreciate the web design, and booking conditions that made booking through it veary easy.

There are only two negative points regarding this hotel. Although, it is centrally located, it is really hard for most taxidrivers to find it (I had to constantny use my own GPS to show them a way ;-). Second bad point is, that every one of us had really big problems to pay via our mastercard/visa cards. Hotel is probably equipped with some older card readers (or software) that could not have accepted our cards. So the hotel staff did not let us go to our rooms until we provided the payment (we were really exhaused and it took us maybe one hour to solve this). Unnecessarily suspicious personnel may appear offending to someone... Also, they did not registered the reservation of the third room, so we needed to wait even longer to solve this, till we reached our rooms... this is in opposition of what the management pretends that is taking care about - the relaxing stay of their guests!!!!

But if you asked me, whether I wouls stay here again, my answer would be definitely yes!!! I I would even not bother myself sonsidering other options!!!

  • Stayed February 2011, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank TrickyX
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MZINNSGeneralManager, General Manager at Franchise One Hotel, responded to this review, 8 January 2012
Thanks for the very objective review. I did some checking with our staff about your credit cards not being able to be read and we cannot seem to recall any incident like this. It only happens when the card is over limit and this was not the case in your review.

Anyway, as far as taxis not knowing our address, we have only been open for under 2 years and so we do not have a steady reputation yet. Our other sister inn, Saint Illians Inn, is even “harder to find” although its only 100 steps away from Franchise one. This one has been around for 12 years so all cabbies usually know it. Sorry about that.

Everything else you mentioned is 100% accurate—We do indeed remind all guests at check in that quietness in halls and stairs is for everyone to enjoy a quiet sleep and yes, we did indeed put double glazing on all windows to block out city noise. Thanks that you do appreciate our efforts.

Our coffee shop is indeed all you say it is. The picture you took of the Quesedilla is actually one of our best selling items. It really is so nice that you took the time to post the pictures. All our staff looked at your pictures and recognize you as the kind, sweet and patient man! I think we were truly busy and the order was a bit long although you said it was prepared fast. Thank you!! You truly are a patient, understanding guest, what with your experience with the slow check in due to the card reading difficulty (truly though we cannot recall this.. but I will investigate further) See you again soon! Cheers!
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Singapore, Singapore
Level Contributor
20 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 42 helpful votes
Reviewed 14 December 2011

We stayed at the hotel for one night on 10 Dec 2011. It was a very last minute decision to leave San Pablo city a day earlier to see Makati city before we catch our plane next afternoon.

We did not make prior reservation.The hotel was full booked when we reached there. The receptionist on duty was very helpful. She helped to call up another hotel down the street to check for availability, but unfortunately it was also fully booked. It was late in the evening, seeing that we do not know where to find another hotel of similar price range, the receptionist checked her reservation record again & asked that we wait for a while. She called up one of the guests who had made a reservation but have not yet turn up. Subsequently it was confirmed that the guest will not be coming & we were very lucky to takeover his room.

We get to book our breakfast at the reception the night before & the breakfast can be served in the room if we like. The hotel also give us a good discount on the room rate if we pay by cash.

Generally, we find the hotel staff to be friendly, well trained and efficient.

Location wise, it is a short distance away from the main business district and it is very near the "little tokyo" where many good Japanese restuarants are. Although the hotel does not have currency exchange service, it is not a problem as there are several money changers in that area.

The room is clean and there is even a DVD/CD player provided. The furnishing is simple but good enough for us. However, please note that the hotel does not have a lift, so expect to climb a few stairs to your room.

It will be even better if the hotel can provide the guests with a simple map marking the money changers, supermarkets, banks, malls etc. nearby the hotel.

  • Stayed December 2011, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Siok_ChweeLian
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MZINNSGeneralManager, General Manager at Franchise One Hotel, responded to this review, 18 December 2011
Dear Reviewer-

This is the type of review that we love to have—you have given us a new suggestion which we most definitely will act upon.

you suggested that we provide a map of the immediate vicinity of our locale which shows where money changers are, where banks are located, restaurants, malls and other possible places that may be of use to guests.

We take this to mean, hospitals, drug stores, where to buy cell phones, where to reload prepaid cell phone sims, restaurants (what type and price range) as well as jeepney stops, metro rail stops, and even where to get massages and foot spas and barbershops.

This will definitely be a plus for all guest and you are very, very kind in helping us improve our service! Thank you for this.

For all your praises about all the other items—I will not comment further because they were all positive and so thank you for your positive feedback. We already know all these positives because we make sure these are in place and can always be expected of us. But we of course are happy you are well pleased with our hotel and we take great care in providing you with positive experience overall.

Thank you! Cheers!
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Quezon City, Philippines
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 11 December 2011

When we reached the place, we were warmly greeted by the staff and we felt very much welcome because of the very personalized touch that they made for us through the little but well thought-out details like personalizing our place mats and greeting our celebrators through the LCD display. Franchise One is a very welcoming, simply elegant and comfortable place. You can feel that the moment you step in.
The hotel also prepared a healthy and delicious dinner for us complete with two mouth-watering cakes: their signature blueberry cheesecake and custard cake. Again, the staff were attentive and friendly. They catered to all our requests graciously.
We also had very cozy rooms and we showered in clean and modern bathrooms and slept in comfy beds. For the price we paid, they were surely worth it! Their family rooms come with a mini fridge, cable TV, and DVD player. They also lend DVDs. Their rooms are definitely clean and devoid of any pest or other disturbances.
The next morning, we awoke to a sumptuous breakfast of our choice. The coffee shop even calls you to inform you that your breakfast is ready. Friendly people are again present to attend to your needs.
We also had the chance to peep into St. Illian's because we're considering it for our next bonding session.The place was equally charming. It has a rustic and homey feel to it. We are definitely considering it.
Our stay was simply wonderful. It was well worth what we paid for. We will definitely be back! I'm also recommending this to people who simply want to enjoy the company of friends in an unpretentious environment where you could talk, have fun, and have a good rest.

  • Stayed December 2011, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Coney F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MZINNSGeneralManager, General Manager at Franchise One Hotel, responded to this review, 10 January 2012
Wow what lavish praise! I can't thank you enough. What is there to say when this much praise is heaped high ? Except thank you thank you thank you from the bottom of our collective hearts. We do aim to please and it feels wonderful when it is given back. Thank you!
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Makati, Philippines
Level Contributor
24 reviews
19 hotel reviews
common_n_hotel_reviews_1bd8 37 helpful votes
Reviewed 26 November 2011

I find that your insistence on the customer's review as being untrue is definitely not the way to answer a complaint. though you thanked the reviewer for the positive comments, you also indirectly called him a liar. if all management responses were this way, what are the reviewers left to say? trip advisor thrives on the freedom given to the reviewers to air their complaints. this is a he-said, she-said matter. it is overall customer service. assuming that the reviewer lied about his reviews, a hotel manager to dismiss the complaint and call the complainant a liar will not do well for your business. it will drive them away, make others like me to be wary of ever setting foot. so you personally examined the place, that doesn't make the reviewer's complaint as untrue and baseless. it only calls that you improve your service/facilities in certain areas, because you will never see the place with the same eyes as the customer. feedback is the breakfast of champions, to dodge it would be unwise. as a customer support professional, your best answer would have been to just accept it, ensure that you will improve services and thank them for the business. also, the place does flood, every time it rains, the whole place floods. i live around that area (oriental garden), that's how i know.

Stayed November 2011, travelled solo
Helpful?
5 Thank pinoy-life-at-large
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MZINNSGeneralManager, General Manager at Franchise One Hotel, responded to this review, 28 November 2011
Since Trip Advisor indeed an open forum, it is only befitting that all opinions be two sided. As with any personal experience, one’s own impressions are never 100% factual what with the richness of human experience and the infinite number of ways people may see the so-called facts. Each opinion is valid and the public is served by airing both sides.

That said; may I say that I too live on the penthouse of the property and have lived here for over 15 years. I have seen the flooding-- the worst of it to be sure-- in all my years living here and I already agreed that yes, it does flood. Moreover, I agreed that if the rain is a downpour it will be a problem getting around, not only here, but in practically all of the too-many-to-count low level areas of the metropolis.

Lastly, you give advice on how an owner should respond to a review—saying that we should just accept it and use it to improve our service. We have in fact acted upon many suggestions and complaints and have indeed made improvements when the complaints warrant it. But when one complains about the flooding of Makati City, then obviously, there is little we as owners can do to rectify the problem. It then becomes a matter of public opinion as to what someone can expect during the rainy months of August to October and what one can do about it—specifically—that it will flood if the rain is hard but not to the point that one cannot move around; that it is a minor inconvenience if the rain does pour. But if the rain is of a typhoon downpour, that is would be best to just wait indoors and not attempt to travel till the flood susides . It will not take more an two hours for it to subside if the flooding is bad. These statements are hardly any indirect affront to your interpretation of the facts of the matter.
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Additional Information about Franchise One Hotel

Property: Franchise One Hotel
Address: 7430 Santillan Street | corner Fernando Street, Brgy Pio del Pilar, Makati, Luzon 7430, Philippines
Region: Philippines > Luzon > Metro Manila > Makati
Amenities:
Free Parking Restaurant Room Service
Hotel Style:
Ranked #65 of 82 Hotels in Makati
Price Range (Based on Average Rates): £
Hotel Class:2.5 star — Franchise One Hotel 2.5*
Number of rooms: 10
Official Description (provided by the hotel):
Enjoy reasonably priced accommodations for budget conscious travelers who don't want to bust their wallets for a decent hot shower, a clean comfy bed in a sound proofed air conditioned room without windows to completely shut out city noise! Free Internet in the lobby coffee shop but wired Internet in rooms with small charge.You will get what you,pay for and as long as your expectations match the price paid, you'll be satisfied with the accommodations. Thousands have stayed with us and if we get 10 complaints out of a thousand, this can't be too bad, can it? Give us a try and if you find the reviews incorrect, please let us know!!Cheers! ... more   less 
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Also Known As:
Franchise 1 Hotel
Franchise One Hotel Makati, Metro Manila, Philippines

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