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“As an Owner Here” 3 of 5 stars
Review of Hard Rock Hotel Panama Megapolis

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Hard Rock Hotel Panama Megapolis
4.0 of 5 Hotel   |   Avenida Balboa con Multicentro, Panama City, Panama   |  
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Breakfast & $20 Beverage
Ranked #24 of 111 Hotels in Panama City
San Antonio, Texas
Top Contributor
68 reviews 68 reviews
17 hotel reviews
Reviews in 31 cities Reviews in 31 cities
53 helpful votes 53 helpful votes
“As an Owner Here”
3 of 5 stars Reviewed November 11, 2013

the latest review before mine has is right on. We are here right now and are so majorly disappointed. We are staying for two weeks and we can't wait for it to be up, because the hotel is so lacking. Our arrival was so good. One of the staff, Omar, greeted us with a friendly and welcoming smile, and took us to the check-in counter, where they had to hunt down our reservation - which had been buried on someone's desk. Omar has been the bright spot on our stay, even though we have only had contact with him on the first day.
1. We have had to walk up to bartenders and ask them to serve us, even though there were no other people in the bar. They were busy talking amount themselves instead of paying attention to the room. This happened twice in one day.
2. When we went to the buffet the first night and asked if there was a restaurant where we could just get a hamburger, she said no. Today we found the pool bar serves it. But when we went to the pool bar, I had to stop someone to find out if we needed to be seated. He pointed and then left us, not to return until we left the table and went to the bar and asked a manager for help. It was a most disconcerting experience. The food was good, but what a bad experience. I feel like we are inconveniencing the staff by being here.
3. Each day our room is cleaned, but each day we ask that the cleaning person take our glasses away that we have brought to the room. We now have enough to have a party. But we have yet to get a full supply of towels, and who knows if they even have wash cloths in this place. The rooms are large and very comfortable, a bit stark, but edgy is the theme here.

If you read my reviews of other places we stay, you will see that I am not a complainer. We are greatly disappointed in this hotel and doubly so because we are owners here. We love Panama and hope that the future of this hotel will improve so that our investment is worthwhile. How can I recommend this when I know that the hotel next door far exceeds this one in service?

I am not saying that all staff are lacking because we have had a few who were exceptional, or very good at their job, but the ones that are not, make all look bad.

I will say that the view cannot be duplicated - amazing from our room.

The hotel is across the street from the Multicentre Plaza Mall, so there is shopping, food court and casino connected to the hotel by enclosed walkway. On the other side of the mall is the bus stop for the Hop On Hop Off bus, which goes throughout Panama City (including the Panama Canal). The hotel is close to the banking center as well.

Room Tip: Ask for a room on the water side.
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  • Stayed November 2013, traveled as a couple
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 2 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.
HardRockMegapolisPA, Guest Services at Hard Rock Hotel Panama Megapolis, responded to this review, November 15, 2013
Dear Mrs. CowtownNancy,

We highly appreciate that you have taken the time to provide us detailed feedback about your experience at the Hard Rock Hotel Panama Megapolis.

We would like to offer our deepest apologies about the situations you have experienced at our hotel with some members of our staff, Rest assured that we have shared your comments with the appropriate departments for follow up.

We hope that you kindly accept our apologies and are able to give to us the opportunity to truly impress you and treat you like the Rock Star that you are!!!

Thank you again for the review and for sharing your experience with us.
Rock on,

Guest Services
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2,209 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 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (210)
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English first
Senior Reviewer
6 reviews 6 reviews
Reviews in 5 cities Reviews in 5 cities
9 helpful votes 9 helpful votes
3 of 5 stars Reviewed November 10, 2013

I write this from my room at the Hard Rock.

Great amenities but to put it three words or less - your service sucks.

But I'm fair, there is one bright spot - there was a young man at the bag counter his name was Carlos and he likes Wiz Khalifa (as in the service tags). Compliments to him for going out of his way to help me get change to pay the taxi driver. He knows what he's doing.

For the rest of the service thus far, abominable would be a fairly good choice of a word.

(1) I go to the gym in the morning, no greeting from the staff, in fact no form of acknowledgement

(2) I go to breakfast, no one seats us. We go around 10 minutes looking for a table, a wait staff at the restaurants, we spot a table but the wait staff tells us a table is reserved and we ask her to get us a table. She points us in the opposite direction, "There" and shrugs and walks away. Its rude. We walk across the room. All the unoccupied tables were not cleared. I had to hail down a manager and ask him to get us a table. We get a table 5 minutes later. Cool, rough start but we're happy to let it go cos we're on vacation. We leave our card on the table to indicate its occupied and get our food. When we get back, we find our table occupied by another couple (unwitting, but they were nice about it). Eventually, holding our plates of food we ask another staff to help with another table. We saw other frustrated guests commenting we've been looking for a table for the last 15 minutes!

(3) Generally, the staff doesn't smile doesn't bother with the niceties. You don't feel that welcome as a guest in the hotel. If that doesn't bother you, by all means - stay here. Hardware is nice. In another reviewer's word, the staff here seem to think they word for you.

  • Stayed November 2013, traveled with friends
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HardRockMegapolisPA, Guest Services at Hard Rock Hotel Panama Megapolis, responded to this review, November 11, 2013
Dear Jeanieee,

Our Hard Rock Band wants to thank you for sharing your experience during your stay at our Hard Rock Hotel Panama Megapolis.

We regret to note that we failed to live up to your expectations and that you were not offered the pertinent attention nor assistance to resolve the inconveniences you faced during your stay.

We pride ourselves on the delivery of exceptional experiences that rock. It is through feedback such as yours that we are able to learn from our mistakes and improve upon customer service.

We apologize about the situations you have had at our hotel

Thanks to comments and feedback like yours we can learn more about our opportunities to improve our Service standards even more.

If you plan to comeback to Panama in the near future I hope you give us the opportunity of welcoming you back at our stage.

Best Regards,

Guest Service.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Bogotá D.C.
Contributor
12 reviews 12 reviews
9 hotel reviews
Reviews in 10 cities Reviews in 10 cities
13 helpful votes 13 helpful votes
5 of 5 stars Reviewed October 30, 2013

Very good experience, even although it was a little expensive it was a very nice hotel with helpful and kind staff. The food was great, the different zones, the pool with music inside of it, the contrasting quietness of the room when it´s time for rest, it's a very good hotel.

  • Stayed October 2013, traveled as a couple
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 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.
HardRockMegapolisPA, Guest Services at Hard Rock Hotel Panama Megapolis, responded to this review, November 4, 2013
Dear Alexitosrv,

Thank you so much for sharing your rocking experience while staying with our Hard Rock Band at our Hard Rock Hotel Panama Megapolis.

We take pride in extending a positive guest experience and level of service.

We very much appreciate your comments regarding our gastronomy, and our amazing staff.

We hope you plan on returning to Panama soon, and we look forward to welcoming you back.

Best regards,

Guest Services.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Santa Cruz do Sul, RS
Contributor
20 reviews 20 reviews
9 hotel reviews
Reviews in 10 cities Reviews in 10 cities
16 helpful votes 16 helpful votes
5 of 5 stars Reviewed October 30, 2013

Amazing hotel. The pool is amazing and has sound underwater. Super attentive staff, amazing facilities. Super gym. Great restaurants, themed bars, no comparison. An experience to bring to life. Do not miss the chance to stay at this hotel. Even the price is good. Ah, I must comment that the bed and pillows are unbelievable.

  • Stayed October 2013, traveled with friends
    • 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
    • 4 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HardRockMegapolisPA, Guest Services at Hard Rock Hotel Panama Megapolis, responded to this review, November 4, 2013
Dear. Betodalmonte,

Our Hard Rock Band is so thrilled that you enjoyed your stay with us.

Thank you so much for sharing your positive feedback and the experience you had as a rockstar at our Hard Rock Hotel Panama Megapolis.

¡We hope you plan on returning to Panama soon, and we look forward to keep on rocking your world!

Best regards,

Guest Services
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Vero Beach, Florida
Contributor
14 reviews 14 reviews
8 hotel reviews
Reviews in 8 cities Reviews in 8 cities
7 helpful votes 7 helpful votes
4 of 5 stars Reviewed October 30, 2013

Good time, some culture problems, but tons of fun. Unlike most Hard Rock the staff thinks you work for them. No show on hotel arranged airport pick up was bad. No follow up or apology is worse. Stayed 3 nights instead of the planned week and moved to RIU which was a good move. The Hard Rock has great bars, and draws lots of like minded players. The pool was great, buffet was over the top, so the property gets one of the 4 stars and the staff losses two.

Stayed October 2013, traveled as a couple
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HardRockMegapolisPA, Guest Services at Hard Rock Hotel Panama Megapolis, responded to this review, November 4, 2013
Dear. Tom W,

Our Hard Rock Band wants to thank you for sharing your experience during your stay at our Hard Rock Hotel Panama Megapolis

We are very sorry that our service did not meet your expectations during your stay in those three days.

the problems with our staff members is unacceptable, and we want to acknowledge that this is not the standard of service normally experienced at the Hard Rock Hotel Panama Megapolis.

We are investigating and observing the behavior of our staff, and taking steps in modifying any questionable standards of service to give future guests the fun and capable ambience that characterizes the Hard Rock brand.

We are proud to create an atmosphere with friendly, knowledgeable staff members capable of taking care of our guests' needs, and we are sorry we fell short during your visit.

We extend our most sincere apologies for all the inconveniences you had.

We hope you accept our apologies and one day you will allow us to regain your trust.

I would like to thank you once again for sharing this important information about your recent stay with us.

Only with such feedback are we able to improve and work on delivering the perfect Hard Rock journey to our Guests.

Kindest Regards,
Guest Service.
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Costa Rica
Senior Contributor
24 reviews 24 reviews
6 hotel reviews
Reviews in 11 cities Reviews in 11 cities
8 helpful votes 8 helpful votes
2 of 5 stars Reviewed October 29, 2013

My wife had a business trip to Panama staying at the hotel. She was very pleased with the accomodations, the service and food. It was all very well done. Her problem came after checking out. She had made the reservation with her Visa ATM from Costa Rica. When she arrived home, we discovered that they had been taking money from the ATM not the credit card which would have been fine if we had known. That started a bad chain reaction. The credit that was supposed to be reversed never happened. According to the Hard Rock accounting department it takes 3-5 days for their bank to reverse the charges. As I write this, it has been six days longer than promised with nothing resolved.

  • Stayed October 2013, traveled on business
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HardRockMegapolisPA, Guest Services at Hard Rock Hotel Panama Megapolis, responded to this review, November 1, 2013
Hope you are having a great day so far!

We really appreciate you’ve taken the time to administer us with constructive and detailed feedback about your, sadly, unsatisfactory experience at our Hard Rock Hotel Panama Megapolis and how this all has made you feel.

We deeply regret to know that as a band we did not manage to live up to your expectations and failed to offer you the rock star treatment that you certainly deserve.

We strongly commit in taking the necessary corrective measures in order to avoid any future inconveniences towards our guests and to offer you and all of our fans the pertinent “Hard Rock” treatment we are known for.

Please find in your inbox a message from our Accounting and Guest Services Deparments

We appreciate your frustrations and hope you accept our apologies and one day you will allow us to regain your trust.

If there is anything else we can assist you with please do not hesitate to contact us.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Atlanta, Georgia
Contributor
18 reviews 18 reviews
18 hotel reviews
Reviews in 17 cities Reviews in 17 cities
18 helpful votes 18 helpful votes
5 of 5 stars Reviewed October 29, 2013

I have nothing but good things to share about this property. The rooms are ultra chic and modern. I stayed on the 34th floor and had the beach as my view so it was spectacular. The free breakfast is amazing and has a wide variety of options to choose from. It rained majority of the time I was there so I didn't get a chance to take a dip in the pool :( There is a mall adjacent to the hotel which has free wifi and all the typical American style stores. If I had to find something negative to say, it would be that they only offered one english speaking channel on TV. However, I would highly recommend this hotel.

  • Stayed October 2013, traveled solo
    • 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 6
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HardRockMegapolisPA, Guest Services at Hard Rock Hotel Panama Megapolis, responded to this review, November 11, 2013
Dear Shakcherry,

Our Hard Rock Band is so thrilled that you enjoyed your stay with us.

Thank you so much for sharing your positive feedback and the experience you had as a rockstar at our Hard Rock Hotel Panama Megapolis.

¡We hope you plan on returning to Panama soon, and we look forward to keep on rocking your world!

Best regards,

Guest Services
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Hard Rock Hotel Panama Megapolis

Address: Avenida Balboa con Multicentro, 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 Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities ( Kid / Family Friendly ) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#8 Spa Hotel in Panama City
#14 Luxury Hotel in Panama City
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Hard Rock Hotel Panama Megapolis 4*
Number of rooms: 1463
Official Description (provided by the hotel):
One of Latin America's hottest destinations just got even hotter. In the heart of Panama you will find the spectacular Hard Rock Hotel Panama Megapolis. This breath taking sixty-six story tower invites you to come and experience where rock star service meets urban chic design - all infused with the passion and irreverence of rock 'n' roll.Located just a few miles from the Panama Canal, this Hard Rock Hotel puts you center stage with breathtaking panoramic views of the city and the Panama Bay.Live like a true rock star in one of our 1453 stylish rooms and suites, then come experience our five exciting bars and four tantalizing restaurants, Ciao, Tauro, Soy, Bazaar. Relax in our Rock Spa(R) or soak in the sun at our infinity pool cabanas.Want more? The hotel is just steps away from MultiCentro Mall and Majestic Casino, offering amazing shopping, restaurants, bars, convention center, and movie theater.The show is about start...Are you ready? ... more   less 
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Also Known As:
Hard Rock Hotel Panama Megapolis Panama City

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