Normally I stay at Starwood or Marriott properties so I thought I'd give this one a try for a change. Wish now that I had not bothered. On the plus side the location is really nice, and the beds are comfortable, pool looked big but i didnt have time to enjoy it as i was in Panama on business. But the negatives are numerous. First of all at check in I had to ask to change rooms because the first one I found a bed that was literally sagging half a foot lower on one side than the other, like someone very heavy had slept on one side. They gave me the room next door which had two beds but since the hotel was supposedly full I felt forced to accept it. Next thing was the room was grimy, old rickety furniture and dirt and wear and tear in all corners, on the tub, doors, etc. rather unlike the beautiful photos on the website. Perhaps a premium room is nicer but shouldn't all rooms be at least of minimum standards? I couldnt even do an express check out on the tv! Another problem is they really need to update their information in the hotel guide. It says that there is a gift shop right off the lobby but when I went in search of it, it was nowhere to be found. As I was looking around I came across the gym and despite that it was still open the girl at the counter quickly informed me that the 'snack bar' (which appears to sell cold and hot drinks) was closed. So now I was forced to pay for a 5 dollar bottle of water. Also when I went to ask the bar staff if they knew where the gift shop was the woman looked at me blankly and mumbled a vague no. This seemed to be the general reaction of most of the staff when I asked almost anything. They seem to have very little knowledge, don't offer to help and have an indifferent attitude, at best. As mentioned by almost everyone else, the elevators are ridiculously slow and often when they do arrive, are so full that you need to wait for another. This is to go up or down. Another huge rip off and inconvenience is the lack of Wi Fi in the lobby, which forces you to not only return to your room to access it, but also to pay the hefty $15 fee. In this day and age hotels should always be providing free Internet. And yet another problem occurred with room service. I hung up one of those handy cards that allows you to pre order your breakfast and delivery the night before so that I didnt have to call in the am. Well it's a good thing I checked because at 6 am it was still hanging on my door and clearly no one bothers to go around and collect them. Had to call for room service and it took 3 tries for someone to answer the phone!
I can't understand why on earth this hotel has had any very positive reviews because from what I saw it is well below the standards of similar hotels. A property that claims to be of this caliber definitely needs to vastly improve it's service and overall image. With so many other choices for much more luxurious and high quality properties why would anyone choose this one. Save yourself the disappointment and opt for somewhere else.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Sir, I want to thank you for your comment. We really appreciate you taken the time to let us know that we have a lot of way of opportunity and we will take it.
Report response as inappropriate
After all your comments, I want to invite everyone who has read this review to visit us to test our quality and service, our newly remodeled rooms, our large pool, our very privileged location and the best bar in town.
The hotel has WI FI everywhere, in rooms, lobby, bar, restaurant, public areas, at the pool, even in the parking lots. The water from the tap is potable and totally free; we have in the room two huge bottle of water in the mini bar side, dear guest it is optional if you don´t want to pay for, you can drink the water from the tap or call instant service and ask for free water.
We have not Gift Shop because of we are in the middle of most important Shopping Malls of the city, in a walking distance you can reach Multi Centro, Plaza Paitilla Mall and others.
Once again thank you for let the world know that we exist. we invite you to comeback and see if we are doing it better.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.