FREQUENTLY ASKED QUESTIONS
WE AIM TO MAKE YOUR STAY WITH US
AS ENJOYABLE AS POSSIBLE
We have compiled a list of some of the most frequently asked questions about staying at I’M Hotel or visiting any of our outlets.
If you still do not find the answer to your query, feel free to get in touch, and we’d be more than willing to assist you.
What time can I check-in and check-out?
Standard check-in time is at 2 PM and check-out at 12 PM. Kindly note that check-in time may be shifted to 3:00 PM during high occupancy periods.
Can I request for wake up calls?
Make your way out of bed with our timely wake-up call. Please press service key “1” for assistance.
How can I talk to the Duty Manager?
Please dial service key “1” from your in-room phone for assistance.
Can I request housekeeping?
Housekeeping services are available. Shoe shine service is offered to guests upon request. Please press the service key “1” for assistance.
Do you have wifi?
Stay connected during your stay with 40MB bandwidth internet service provided throughout our guestrooms and public areas. Please log-in with your username and password provided at check-in. User name is your room no. Password is *followed by room no. eg: USER NAME: 2803 PASSWORD: *2803.
Do you allow early check in and late check-out?
We honor requests for early check-in and late check-out, but availability is subject to confirmation and availability. We extend this privilege to guests who book directly with us. We delight in offering a complimentary early check-in at 12 NN and a late check-out until 2 PM. Please note that applicable charges may apply for succeeding hours.
Can I store my bag?
Yes, we do offer luggage storage free of charge. I’M hotel reserves to right to deny storage of oversized and suspicious items.
Do you have an elevator?
We are equipped with six (6) guest elevators (3) high rise, 3 low rise elevators) and two (2) separate elevators serving the spa floors. Guest elevators are equipped with a high-level security feature that enables guests to access each designated floor using a keycard.
Can I bring my pet inside the hotel?
As much as we love pets, unfortunately, we are unable to accommodate them in our rooms or any of our common areas. We can refer you to the local pet house, while you choose to stay with us.
Do you offer parking slot for hotel guests?
Yes, however parking space is subject to availability. Registered hotel guests are entitled to one (1) complimentary parking slot per room.
Do you offer accommodation for the physically challenged?
Yes, we have PWD rooms specially available for senior citizens and persons with disabilities.
What is your linen & damage Policy?
Please note that additional charges are applicable for linen stains and other cleaning or damages caused intentionally or unintentionally. Penalties vary depending on the extent and severity of the damage. These include, but are not limited to, cleaning, repair, or replacement charges for stained walls, vomit, blood and food stain on linens, and broken furniture and fittings. The exact cost will be determined on a case-by-case basis by the Manager in charge.
What is your smoking policy?
Healthier. Happier. Fresher. I’M Hotel is committed to catering to the needs of all guests. A designated smoking area is located on the 2nd floor for your convenience. However, usage of shisha, cigarettes, vape pens, and e-cigarettes is prohibited in all guest rooms. A fee equivalent to Php 10,000.00 per incident will be charged to your account if a smoking incident occurs in your room during your stay.
If I need assistance in my flight whom do I Contact?
Our front desk will be glad to assist you with your flight information, reconfirmation and airline schedules. Please press the service key “1” for assistance.
Do you offer airport shuttle service?
Airport transfers to or from Ninoy Aquino International Airport (NAIA) start at just Php 2,300 per trip.
Can I request for transfers?
A great way to enjoy your trip while on vacation is to drive around the metro in style. For transfer requirements, please press service key “1” for assistance.
Can I cancel my booking?
Yes, but keep in mind that cancellations made less than three (3) days prior to arrival are subject to 100% charge.
Will a security deposit be required upon check-in?
The hotel requires an incidental deposit that may be settled through cash or credit card upon check-in. It is fully refundable if not used.
- Debit cards are not accepted as a form of payment for incidentals as it is a straight charge.
- The credit card incidental reversal period may vary, typically with a minimum of 30 banking days. However, specific turnaround times for all banks cannot be provided as they depend on individual bank policies.
- We strongly encourage cash deposits in PHP or USD equivalent.
- Please note that the USD equivalent deposit will only be a holding sum to guarantee the immediate return of your deposit upon check-out.
What payment methods are accepted?
We accept cash and all major credit cards as payment.
Do you accept credit cards?
We honor all major credit cards (Visa, MasterCard, Amex, JCB, Diners, China, UnionPay). Please present your credit card upon check-in.
Can I book on someone else’s behalf?
Yes, you can book on behalf of someone else. For guests using another person’s credit card, a credit card authorization (CCA) form will be required.
Does the online rate include breakfast?
Yes, we do have breakfast included in our online offerings! All rates can be accessed here.With our best rate guarantee, our direct online rate is definitely more favourable than online travel agencies such as booking.com, Agoda, and Expedia. Simply opt for our Best Available Rate (with breakfast).
Where can I make a reservation?
For room reservations at I’M Hotel, please email reservations@imhotel.com or visit www.imhotel.com. Direct bookers enjoy a best rate guarantee and other exclusive perks.
Are smoking rooms available?
We are sorry, but I’M Hotel rooms are strictly non-smoking. There will be a cleaning fee of PHP 10,000 levied per incidence of smoking. For our guest’s comfort, there are designated smoking areas available at the 2nd floor, Mermaid Pool Bar.
Do kids stay free?
Yes, kids 12 years old and below are allowed to stay free-of-charge. The number of kids may vary depending on the room type.
Can I change my room type upon check-in?
Yes, but such requests are subject to room availability, applicable charges, and rate difference at the time of check-in.
Are extra beds available?
Yes, we offer extra beds should you require one. These are only available for the Indulgence room category and above and are offered at PHP 2,000 nett with a buffet breakfast for one (1).
Are guests allowed in the hotel room?
Guests are allowed to visit the room. However, for overnight stays beyond the capacity of each room, there will be an extra person surcharge.
Do I have privacy in my room?
For rooms, we have an electronic “Do Not Disturb” button located by the door next to “Make up Room” button. For suites, a physical door tag is provided to hang outside your door to serve the same purpose. You may also request the front desk to take messages for you during this time.
Can I control the temperature in my room?
A wall-mounted cooling control in your room is provided to set your desired
temperature. Please refer to our “How-To’s” section for more information.
What bath amenities do the rooms have?
Explore our signature bath and body collections designed to rejuvenate your body and mind. Your rooms are provided with towels and toiletries based on the number of registered occupants.
What is the standard voltage of a room?
The electricity is at 220 volts /60 hertz.
Can I add an extra bed in my room?
Extra bed set up can be arranged for additional guests upon request. This is applicable for the Indulgence room category and beyond. Please dial “1” for more assistance.
Does my room have an induction cooker?
Induction cookers are available for your convenience within all suite rooms. Please refer to our “How-To’s” section for more information.
Is an iron and an ironing board kept in the rooms?
Iron and Ironing board are available in all rooms. These are located within the cupboards.
Does my room have a safe deposit box?
Your safety is our business. For your security and convenience, we strongly recommend that all valuables be kept in your safe for the duration of your stay. The management shall not be held liable for any loss within the hotel.
Will I be safe during my stay?
We would like to reassure you that we maintain strict security at the hotel on a 24-hour basis. For immediate assistance, please dial service key “1”.
Does my room have a washing machine?
Washing machines are available for your convenient use in all suite rooms. Please refer to our “How-To’s” section for more information.
How do I make a restaurant reservation?
Simply email reservations@imhotel.com or dial +632 7755 7888 and we will be happy to assist you.
Can I request Ice?
This is available upon request. Please press service key “1” for assistance
Can I request for In-room dining?
Delectable cuisine is available at your fingertips. In-room dining is available from 6 AM to 10 PM. Kindly scan the QR code provided in the welcome info sheet. Please dial“1” for assistance.
What about your spa?
I’M Onsen Spa is rated number one on TripAdvisor. It is the largest spa in Manila with the first onsen in the Philippines. Our most popular package goes for P2,400 with a 60-minute massage, access to our wellness suites (steam, sauna, onsen), a 3-course meal at The Common Good Express (LG), and complimentary wellness teas.
Do you allow in-room massage from outside service providers?
The property does not allow in-room massage from outside service providers. Our team will be able to provide you with a list of spa services and massages available at I’M Onsen Spa during your stay. You may also visit http://www.imonsenspa.com/treatments-packages/
Where is the I’M Onsen Spa located?
From the Upper Ground (UG) lobby, start your journey to the 6-level Onsen Spa, the expansive sanctuary that houses the first authentic Japanese thermal bath in Manila, relaxation lounges, and a buffet restaurant. I’M Onsen Spa is proudly ranked the top spa on Tripadvisor for Metro Manila and Luzon.
Is there a fitness center?
Yes, We have a fitness center available for all guests. Equipments are powered by Lifefitness
Do you have Gym Facility?
Situated on the Mezzanine (M1) floor, our state-of-the-art gym facilities powered by Life Fitness. Operating Schedule: Daily, 6:00 AM to 12:00 MN
How deep is the water in the pool?
Get ready to make your swimming an elevated and sensorial experience! Our acrylic-bottom swimming pool is located on the 2nd floor. Guests entering the hotel will be treated with the glistening water of the pool when they look up. Maximum depth of the pool is 4 feet.
I would like to make an enquiry for an event. How should I go about this?
Please feel free to send an email to events@imhotel.com, and one of our dedicated event executives will promptly address your inquiry within 24 business hours.
Do you have a policy on filming & photoshoot?
Guests may shoot non-commercial photography or video for their personal use (with no professional equipment, lighting, etc.) in their guest room or on the property but must respect the privacy of other guests within the area.
The use of DSLR/SLR cameras, drone, tri-pods, extensions, external flash units, and reflectors is not allowed. For professional photography, please send a letter of request to marketing@imhotel.com.
Requests to use any area of our property for commercial shoots or filming as well as special occasions including but not limited to: weddings, debuts, anniversaries, should be coordinated to the Marketing Department. Such photo/video shoots are subject to applicable fees and schedule.
Do you offer caterings?
Should you be interested in viewing or booking our banquet spaces for your corporate or social events, please email sales@imhotel.com and a dedicated sales manager will get back to you regarding your request.
Do you have facilities for social events venues?
While with us, please do not hesitate to ask for an ocular visit to our Grand Ballroom and meeting rooms. Please dial “1” for assistance. Arrangements for the following event venues can be made in advance through our Sales Team. Please email sales@imhotel.com.
Do you accept corporate events and accommodations?
For corporate, group, and event enquiries, please email sales@imhotel.com
Where are you located?
Our five-star hotel is located along the bustling Makati Avenue corner Kalayaan Avenue in the City of Makati. We are just a few blocks away from the city’s key location and sites, including Greenbelt Mall, Ayala Triangle and Gardens, Ayala Museum, and the Central Business District.
What airports are nearby?
I’M Hotel is just a mere 7.5km from Ninoy Aquino International Airport (NAIA 1).
What Airports are nearby?
I’M Hotel is approximately 7.5 kilometers away from the Ninoy Aquino International Airport. To book your car transfer, simply provide your flight carrier, flight number, and estimated time of arrival. Other International Airports near Manila:
Clark International Airport – 108 kilometers away Subic Bay International Airport – 170 kilometers away
Are there any banks Nearby?
The hotel is conveniently located within walking distance of most major banks.
What are your existing promotions?
Please click HERE for our latest promotions.
Can I avail Gift cards and certificates?
Give the gift of an I’M experience to your friends, colleagues, or business associates! Gift certificates are available for purchase for the hotel, spa, and food and beverage outlets. Kindly approach our friendly front desk for assistance.
