Frequently Asked Questions


Hotel

Q: Can I cancel my reservation if it has an arrival date outside my quarantine period, even though it was booked via online travel agency?

We understand the current predicament and we only hope for the best for our guest in making their stay safe, comfortable and exceptional.
Kindly be informed that your room reservation was booked through one of our third party online booking partners. For any special requests, amendments, and/or cancellations, please consult your booking agent.

Q: May I make a reservation with an arrival date after the quarantine period?

For room reservations and other accommodation inquiry, kindly email roomreservations@okadamanila.com or call +63 02 88880777 for further assistance. You may also visit our website https://booking.okadamanila.com/ for any promotions and rates.

Q: What is the status of my casino bookings with an arrival date during the quarantine period?

In compliance to the general quarantine guidelines, your reservation with arrival date within the quarantine period has been cancelled. Our Casino VIP services team will contact and prioritize you for the next room offer once the situation improves.

Q: How can I cancel my direct booking after the quarantine period?

Kindly email roomreservations@okadamanila.com or call +63 02 88880777 for further assistance on your room cancellation. If any payment was made through credit card, please be advised that the refund process may take longer than 3 banking weeks due to the recent directive of the Philippine government on the Modified Enhanced Community Quarantine.

If you wish to re-book your reservation, rates and room type are subject to availability. We hope to welcome you again soon.



Reward Circle

Q: If the offers are valid during the lockdown period, will those be honored once the casino re-opens?

Due to the property's temporary closure related to the COVID-19 outbreak, certain offers like promotions, events, and promotions will expire or cancelled. We are working on rescheduling all the offers and promotions and we will communicate the new details as soon as they are available.

Q: Could my birthday offer (March - August) be rebooked?

The redemption of birthday offers for March to August birthday celebrants is extended and bookable at later dates by September 2020.

Q: Would my Tier Points, Circle Points and Lifestyle points expiration dates be extended?

During the casino temporary closure period, we have paused all points expiration.

For further updates on the Tier Points, Circle Points and Lifestyle Points expiration, we will communicate the new details as soon as they are available. Please ensure your current mobile number and email address are correct to receive the latest updates and communications.

Q: Would the Tier Status requirement be changed?

We understand that members might not able to earn Tier Points during the casino's temporary closure, so we have paused all the tier level movement and the expiration of members’ Tier Status Review Period to ensure our valued members to have more time to upgrade or maintain their tier status.

We will be updating and share those details soon. Please ensure your current mobile number and email address are correct to receive the latest updates and communications.

Q: Can I cash out my (slot) “Cashout Card” once the casino re-opens?

Yes, for those “Cashout Card” expired during the casino's temporary closure, there will be a 30-day extension period after the casino re-opens.

Q: Would my Free Play and Slot Credit expiration be extended?

During the casino's temporary closure period, we have paused all Free Play and Slot Credit expiration.
The validity of the Free Play and Slot Credit which expired during the closure period will be extended. We will send the new details as soon as they are available.

Q: Where could I update my contact information?

Once the casino re-opens, you are welcome to visit our Reward Circle Membership Counter to update your contact information.

Q: Do you offer face masks for members?

As we always do our best to provide a safe and pleasurable environment for our members while playing in the casino, we are working on getting a sufficient number of masks, which will be provided to our members.

Q: Can I sign up as a Reward Circle member?

Yes, once the casino re-opens, you are welcome to visit our Reward Circle Membership Counter to sign up as a Reward Circle member.



Dining

Q: Are there any restaurants open in Okada Manila right now?

Okada Manila temporarily suspended its resort-wide operations until further notice in compliance to the general quarantine guidelines.

Q: Will I get a refund for the paid reservation in one of your restaurants?

Allow us to forward this matter to the relevant department for us to check with them. Since Okada Manila temporarily suspended its normal operations, we may give you an update once we have a definite reopening schedule.