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“Luxurious hotel with clueless staff” 2 of 5 stars
Review of Waldorf Astoria Panama

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Waldorf Astoria Panama
5.0 of 5 Hotel   |   47th St. & Uruguay Street, Panama City, Panama   |  
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Luxury from $159
Ranked #14 of 111 Hotels in Panama City
UK
Top Contributor
87 reviews 87 reviews
73 hotel reviews
Reviews in 64 cities Reviews in 64 cities
246 helpful votes 246 helpful votes
“Luxurious hotel with clueless staff”
2 of 5 stars Reviewed April 6, 2013

We stayed for just one night at the end of a cruise down from Costa Rica & through the Panama canal. This was to be the finale of a great week in Central America before our long trip home to the UK. In fairness the hotel had only been open 2 weeks and some of the services are not fully available, but many of the staff are clueless when it comes to the facilities or service that is appropriate.

On arrival everything went well and we were offered coffee and water (charged) as our room wasn't ready. That said we were very early and we were soon given the keys to our 10th floor room. Well equipped but with a few teething issues (toilet flush, no teabags - only coffee, door bells that are way too loud etc etc) and the room was beautifully furnished. However - the rooms look out directly into the rooms of the residential blocks across the road. The net curtains need to remain shut for any privacy.

The Pool area was a great refuge but the pool was very cold and the water quite dirty. Even worse, the floor was still dusty with cement. It needed a good hose down. The service here however was attentive without being overbearing.

We decided to eat in the hotel and chose 'Gingers' an Asian themed restaurant. This turned out to be a vast two tiered bar and restaurant offering pre-prepared sushi and sashimi as the kitchens weren't complete so nothing else was on offer. The service was so overbearing with everyone waiting for your next slightest move before fussing over you, that we immediately left and found a restaurant outside the hotel.

Breakfast turned out to be a similar farce. Staff unable to understand english and unclear about how to serve tea in a pot along with dozens of staff all waiting to pounce and smother you with attention.

Don't misunderstand, the staff are all well meaning gracious people eager to serve but have got it so so wrong. The management really need to go back to the training rooms and start again. Staff don't know where bars are, where restaurants are and our checkout was probably one of the most painful (and inaccurate) experiences I have had in many years.

The management know of my feedback, I gave it to them during our stay and afterwards, but their well meaning gesture of 2 nights complimentary stay is not going to get me anywhere near this hotel again. Shame - but there looks to be better in the city and I'm sure the Waldorf Brand Managers will want to look carefully at their first and only Latin American property, it's way behind the rest of the portfolio.

Room Tip: High room might get you a bay view
See more room tips
  • Stayed March 2013, traveled as a couple
    • 2 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 11
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MariaVictoriaB_WA, Public Relations Manager at Waldorf Astoria Panama, responded to this review, April 26, 2013
Dear Sackville,
Thank you for allowing us to know more about your recent stay with us. After reading your comments our team understands that there is always room for improvement, and you can be sure that we will be working hard to be better in every aspect of our operation. We would love to have you once again as a guest so you can personally experience our improvements. We are looking forward to seeing you soon.
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513 reviews from our community

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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
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1 review
5 of 5 stars Reviewed April 6, 2013

The Waldorf in Panama is an oasis in a bustling city. While they are still working out the kinks, the staff lives up to the Waldorf-level of service that you would expect. From the moment I arrived, all of my needs were constantly attended to. The bars and restaurants on site are great and the neighborhood is also excellent. The pool is fantastic and the service while at the pool even better - the only downside is the pool does not have a great view of the ocean, a small one, and the only time to get good sun is in the morning. I can't wait to return and stay again.

  • Stayed April 2013, traveled as a couple
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service

Review collected in partnership with Waldorf Astoria

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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MariaVictoriaB_WA, Public Relations Manager at Waldorf Astoria Panama, responded to this review, May 10, 2013
Dear TripAdvisor Member,
It is great to read your thoughts on your stay and how wonderful it was. Our staff is 100% committed to our guests, and we thrive each and every day to provide True Waldorf Service to them. We are looking forward to seeing you again. Please don't hesitate to contact us about your future travel plans.
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jtml0802
Senior Contributor
22 reviews 22 reviews
22 hotel reviews
Reviews in 21 cities Reviews in 21 cities
33 helpful votes 33 helpful votes
5 of 5 stars Reviewed April 6, 2013

We had a welcome, luxurious stay at the new Waldorf in Panama City. We had just finished a more rough and outdoorsy leg of our trip so it was really nice to pamper ourselves here. Staff was helpful in getting us checked in during our late arrival and we were assigned a personal concierge for the length of our stay. The lobby is large with tall ceilings and plenty of seats. Calla lilies were everywhere. Once we entered the room, we knew we'd have a comfortable stay. Large bed with fluffy comforter and pillows. A hidden closet existed by the door with a full length mirror. There was a huge television with a personalized welcome screen when we entered. All the light "switches" are actually labeled buttons (see pics). The bathroom area had a nice shower stand with two plush terry robes. Once you put one of these on, you won't want to take it off. You can actually purchase these from them for $125 if you end up liking them so much that you want to keep it. The slippers they provide are just as comfortable. The bathroom even has a nightlight option if you wanted to keep some light on at night. We ate the Brio Brasserie and found the food to be pretty good. Sure, our room didn't really have a view and maybe the hotel is on a side street, but those things really don't matter when you think of all the positives this place has going for it. I would definitely recommend this hotel and stay here again if I were to be in Panama City.

Stayed April 2013, traveled as a couple
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MariaVictoriaB_WA, Public Relations Manager at Waldorf Astoria Panama, responded to this review, April 26, 2013
Dear jtml0802,
Thank you for describing every aspect of your hotel stay so positively. It is good to know we were able to deliver you a memorable experience. Our main goal is to provide this level of service to each and every one of our guests.
We hope to welcome you again in the near future so once again you can experience our True Waldorf Service. See you soon!
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1 review
4 of 5 stars Reviewed April 4, 2013

Must Do: Stay here it’s a traditional Waldorf experience and much more. Bare minimum you will enjoy luxury. The lobby was extremely clean and inviting. The staff went above and beyond the call of duty. One person even brought our delivery service pool side. Please order a pina-colada pool side-delicious. If you do not want to eat at the hotel there a plenty of local restaurants in walking distance. The exercise room is outstanding for all those fanatics, and if running is your poison the hotel is a block or two from the water front and that's a beautiful SAFE run. Caution: Room service was extremely over priced and food was not editable-salty and cold. Rooms are slightly on the small side. So if you are traveling with more than one person and staying in the room majority of the time you may become a little cramped and might become claustrophobic. The pool also faces a building with residents. They are close enough to enjoy the pool activities with you. But don't worry I did not see anyone with binoculars.

  • Stayed March 2013, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service

Review collected in partnership with Waldorf Astoria

Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MariaVictoriaB_WA, Public Relations Manager at Waldorf Astoria Panama, responded to this review, May 10, 2013
Dear TripAdvisor Member,
It was great reading your thorough comments and that you enjoyed your visit with us. We are committed to our guests and thrive to give them the service they deserve - True Waldorf Service. There are plenty of great findings within the hotel as you described as well as nearby. We clearly understand your comments about the room size as it relates to bigger groups and we have some great options for those seeking a bigger relaxing place away from home. Our pool and building is indeed close by to other buildings in this vibrant city. We are glad to hear irregardless of that, you enjoy your time. We invite you to create new memories and continue to enjoy the True Waldorf Service.
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new york
Senior Contributor
24 reviews 24 reviews
22 hotel reviews
Reviews in 20 cities Reviews in 20 cities
44 helpful votes 44 helpful votes
5 of 5 stars Reviewed April 3, 2013

We recently stayed here for two nights on our way to a different part of Panama, and ended up coming back to stay on our way back a week later even though we had planned on staying somewhere else that last night. The hotel is very nice - brand new and very clean and luxurious. The bed was amazing, seriously the best bed I have ever slept in. We had two different rooms since we stayed two different times, one was significantly larger than the other but the smaller one was still spacious and had a better view. I would happily live in either of them forever.
We ate dinner at the restaurant (called Brio I believe) and the food was very good. The pool area and gym are very nice, I didn't even want to leave to go explore other areas of the city but made myself because coming all the way to Panama and not leaving this hotel would be ridiculous, although would have made me happy.
The service here is insane, I have never experienced service like this. Everyone was extremely helpful and friendly and made every possible attempt to provide us with great service. It was almost too much at times because we're not used to this type of treatment! but I think they were a bit overstaffed and underbooked at the time we were here (during Easter week). The waitress at the pool and the front desk people were extremely friendly, going above and beyond providing what I would call "good service". And they all remembered us when we came back through a week later, and even remembered where we had gone on our trip and asked us about it!
The location was cool, on a side street right near a lot of cool restaurants and bars and walkable to a lot in the city. You can get a taxi for much cheaper than their car service around the city (which we figured out quickly), but I def recommend using their car services for the airport pickup, especially if you don't know the city or your spanish isn't great. It isn't that much more than a taxi for airport pickup and they use nice air conditioned cars with good drivers and will wait for you at the airport (our flight was a few hours late at when we finally arrived the driver was waiting for us in front with cold waters- a nice touch.)
I'm not sure when we will be in Panama City again, but if we every are we will definitely stay here and recommend this hotel to anyone who goes here!

  • Stayed March 2013, traveled as a couple
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MariaVictoriaB_WA, Public Relations Manager at Waldorf Astoria Panama, responded to this review, April 26, 2013
Dear Erinholly9,
Thanks for becoming a loyal Waldorf Astoria Panama guest. Our True Waldorf Service guarantees each and every one of our guests a memorable stay. It is great to know we are part of your great Panama Trip memories. We anxiously await having you again, we will definitely be waiting for you here in Panama.
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Senior Reviewer
7 reviews 7 reviews
6 hotel reviews
Reviews in 6 cities Reviews in 6 cities
9 helpful votes 9 helpful votes
5 of 5 stars Reviewed April 1, 2013

Barely open two weeks, the new Waldorf in Panama is beautiful. The room was quiet and finished out in great detail. The pool and gym area excellent. At the Brio restaurant was striking and the food very good. We were there on Easter weekend and the hotel- the ENTIRE city- was dead. So the service was great- keep it up when it becomes busier. Wish the early AM wake up call hadn't been 30 minutes earlier than requested but really that's the only quibble I had with our stay.

  • Stayed March 2013
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MariaVictoriaB_WA, Public Relations Manager at Waldorf Astoria Panama, responded to this review, April 26, 2013
Dear Dbenners,
Thanks for choosing Waldorf Astoria Panama to spend your calm and relaxing holidays. We are excited to receive your comments regarding our recently opened. We hope to have you in our hotel again soon so you can experience more of our True Waldorf Service.
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Villahermosa, Mexico
Reviewer
3 reviews 3 reviews
Reviews in 3 cities Reviews in 3 cities
5 helpful votes 5 helpful votes
5 of 5 stars Reviewed April 1, 2013

I was told service was an issue in Panama, I recently stayed in the hotel and words can´t describe the level of service of this hotel, everyone is very friendly and they go the extra mile. The hotel is very well built, they put a lot of detail on design. You can´t ask for a better location, you have alot of restaurants in the área, but why go out if the option inside the hotel have amazing food.

The only bad thing I can say about this hotel, is that it raised my standard about my sleeping bed at home, I won´t be able to sleep at home anymore.

I truly recomend this hotel it was the best experience in a long time.

  • Stayed April 2013, traveled on business
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MariaVictoriaB_WA, Public Relations Manager at Waldorf Astoria Panama, responded to this review, April 26, 2013
Dear JoseLuisAquiles,
Thanks for choosing Waldorf Astoria Panama while you were away from home. We take each of your comments with great joy and satisfaction. Our main focus is to provide a great level of service and to do so, we offer an intensive training to all our Team Members. Our main goal will always be to create memorable experiences each and every day.
Please remember there is a new place for you to stay when visiting Panama in the future. We look forward to seeing you soon.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Waldorf Astoria Panama

Address: 47th St. & Uruguay Street, Panama City, Panama
Phone Number:
Location: Panama > Panama Province > Panama City
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#3 Spa Hotel in Panama City
#7 Luxury Hotel in Panama City
Price Range (Based on Average Rates): $$
Hotel Class:5 star — Waldorf Astoria Panama 5*
Number of rooms: 248
Official Description (provided by the hotel):
The Waldorf Astoria Panama is conveniently located on Calle Uruguay, a vibrant street known for its entertainment and restaurants, and only within steps from the financial banking center. This new hotel jewel will feature 248 guestrooms, suites and luxury residences as well as an array of culinary options to serve the most exquisite palates. Cozy meeting rooms will accommodate an intimate business gathering or a memorable social event. A spacious and comforting area awaits you at the Waldorf Astoria Spa, an oasis of relaxation adjacent to a large exercise area by Life Fitness and a shimmering pool where you will enjoy the beautiful sun rays or a beautiful starred night next to a cozy shade. Your guests will certainly enjoy inviting facilities with sophisticated furnishings and an ample number of restaurants and activities within the hotel, as well as experience the sincerest definition of personalized service while living the True Waldorf Service, which aims to offer guests luxury attention during a memorable stay in Panama. ... more   less 
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Also Known As:
Waldorf Astoria Panama Panama City

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