Overall, our actual stay at the Doubletree was excellent. The facility was nice, the location was nice, the staff were accomodating. We especially liked the rooftop pool with nice views of the city. In terms of the experience, this hotel was up to the Hilton and Doubletree brand standards. We enjoyed our time there.
However, at this time I am compelled to write a negative review of this establishment because of fraudulent charges which it has levied against my account. I reserved this hotel well in advance of my stay (7 months) through hilton.com using my HHonors account. I was quoted a very reasonable price, with taxes and everything, as hilton.com always does. When I checked out, the hotel refused to provide an invoice or receipt. I asked for it in both English and Spanish. The desk agent pretended to not know what I was talking about. This should have been a red flag. In a hurry to catch a flight, I gave up and left. Sure enough, at the end of my trip, I check my credit card and the charge is $80 higher than it should have been. And, coincidentally (just a coincidence, I am sure), there is no receipt available on my Hhonors online account!! It just shows an "error"...hmm, of all my Hilton stays over a number of years, the ONE that has incorrect charges also has no visible receipt.
So I inquire with HHonors customer service, who checks back with the hotel. The hotel notifies them that an extra charge per night was added "due to a child being added to the reservation". First off, hilton can see online that I made no changes to the reservation. Secondly, I don't have any children, and the desk agent saw that. This is ridiculous and clearly fraudulent behavior.
I am currently trying to work through the Hilton customer service red tape and don't know if I will ever see a resolution to this issue.
The higher up, the better, because it is a big city and there is street noise.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
January 17, 2013
Dear Collin W,
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Thank you for taking the time to write a review about your recent stay at our hotel. I was very happy to read from your review that you found our hotel to be conveniently located and that our staff was accommodating. Our main priority is for our guests to feel welcome and comfortable stay.
I do however understand your disappointment regarding some of issues with the billing process. I truly apologize for the confusion with the charges you incurred and after reviewing the case we processed the proper reimbursement on January 10th.
Again I sincerely apologize for any inconveniences this may have caused and I do hope to have another opportunity to serve you in Panamá.
DoubleTree by Hilton Panamá City
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.