Affordable since the amount we paid includes a decent breakfast. Recommended for the budget travellers who wanted to have a decent room to stay.

– Chona S Chuy Darm

The Grand Palace Hotel in Butuan has decent customer service, which was a positive part of our stay—the staff were polite and helpful. However, there were several issues that affected the overall experience. The elevators were not working during our stay, which was inconvenient. The refrigerator in the room also didn’t work, and overall, the facilities look quite outdated. Additionally, one of the rooms had an unpleasant stench, which was disappointing. With some upgrades and better maintenance, the hotel could be much better, but for now, it falls short of expectations.

– José

I am writing a review raise several issues regarding my recent stay at your hotel in Butuan City, booked through Agoda.

I booked a room specifically indicated as having 1 queen-size bed and 1 single bed, with a capacity of 3 persons, and I paid for this arrangement via credit card. However, when my brother checked in, he was given a room with only one queen-size bed. When I called the front desk, I was told that nothing could be done because my booking was made through Agoda.

After almost an hour of waiting while I was exhausted from driving to Butuan and working the entire day I called again to simply offer to pay for the extra person. At that point, the front desk staff named Clarisse informed me that she had already spoken with the manager and that the hotel would provide an extra bed for free, since that matched the booking description. She even clarified that the extra breakfast was also complimentary, and I expressed my appreciation for the gesture.

However, upon checkout, another front desk staff, Marian, suddenly informed me that I needed to pay ₱900 per night for two nights (₱1,800 total) because “Clarisse was wrong.” According to her, the extra bed was free but the extra person was not.

This logic is simply unreasonable. If the extra bed was free but the extra person is charged, then who exactly is the extra bed for? This conflicting information between your own staff is unacceptable and caused me unnecessary stress and frustration.

Beyond the miscommunication, the overall condition of the hotel was extremely disappointing:
• Upon check-in, the lobby had an overwhelming Baygon smell, and when I asked the guard, he casually said, “Maraming lamok, ma’am.”
• The room had a noticeable cockroach smell.
• The elevator smelled like an old carpet that has not been cleaned in decades.

These issues raise genuine hygiene and safety concerns and do not reflect even basic hospitality standards.

I am extremely dissatisfied with how this stay was handled—from the room discrepancy and conflicting information to the unpleasant and unsanitary environment. I request that this matter be reviewed and that appropriate action be taken, including a clarification of charges and accountability for the misinformation provided by your staff.

I hope you address these concerns promptly and professionally.

Thank you.

– Maila Jane Canibel