Iloilo Grand Hotel

I was billed for a bed stain that looked easy to wash out. The toilet smelled and hadn’t been cleaned properly, and there were stains on the shower head and faucet that could have been cleaned too. The beds were uncomfortable, and they didn’t provide a duvet. It was disgusting and not worth the money. I won’t stay here again.

We appreciated the courteous staff and the clean, spacious, comfortable rooms, which worked well for our group of retired military personnel from the 14th Infantry Battalion. We held our 52nd Grand Reunion in Iloilo City on May 28-29, 2024, and stayed at Iloilo Grand Hotel for 3 days and 2 nights. But problems with communication, event arrangements, the buffet, and senior discounts left many attendees disappointed. The buffet food wasn’t up to standard for the price. The chicken teriyaki was undercooked, with visible blood, and the pork was so salty it was barely edible. We were also denied the Senior Citizen discount and VAT exemption that we believe we are entitled to under Republic Act No. 9994 (Expanded Senior Citizens Act of 2010). We understand the law to provide a 20% discount and VAT exemption on food and drinks for personal consumption, including buffets. Other hotels where we’ve eaten have honored this. We hope management reviews RA 9994 and trains staff properly. Senior citizens deserve fair treatment, and guests deserve safe, properly prepared food, especially at a premium price. There was also confusion over breakfast. During our initial visits, Ms. Thea Perez clearly told us breakfast was free for everyone in every room, and that was a major reason we chose the hotel for the group. At check-in on May 28, we were told only two guests per premium room qualified, so we went over budget and had to pay Php 350 for each extra guest. When we asked for refunds for early check-outs, we were then told breakfast was worth only Php 200 per head. The inconsistency felt misleading, and clear information upfront could have prevented it. We had paid in full for a matrimonial room for two, but the assigned participant couldn’t attend. We asked to claim that day’s breakfast, since the room and its inclusions had been paid for, but the request was denied because “no one checked in.” That seemed unfair, and the policy needs more flexibility or at least a clearer explanation from the start. For our “Avengers Night” on May 29, an email said the function hall would be available from 7 PM because it was in use until 5 PM. We passed that time on to everyone. Then around 6 PM, Ms. Perez called and insisted we start earlier because we were “only allowed 3 hours.” It caused confusion at the last minute, especially since some guests were staying at other hotels and our arrangements were fixed. It felt unprofessional and as if our group wasn’t valued, even though we were retired military officers and personnel. We still valued the hotel’s overall condition and the courteous staff, but the unclear communication and inconsistent handling of our group’s needs drew negative feedback from many attendees. We hope management takes this as constructive criticism, improves transparency, and shows more flexibility with organized events. We look forward to improvements and a response from your team.

The water smelled bad, and the wifi didn’t work at all, we couldn’t connect. We had to go outside in the middle of the night to get a decent signal. Hope they can improve things over time.

The rooms were nice, and otherwise it was a great hotel. But the restaurant shut at 9pm, and we couldn’t buy a bottle of water there, so I had to find a nearby store. There were water dispensers on the floors near the rooms, but reception did NOT tell us.