As I indicated to the hotel itself, the room was in very, very poor shape. We paid a lot because it was recommended on a hotel booking website as a place of good value for the money. Couldn't have been further from the truth! Room 410 has rust and cracks in the tub. The ceiling has a brown water spot over the tub. The sink had a crack as well. The tissue holder above the toilet was all rusted and corroded. The wallpaper in the bedroom was peeling and the drapes were filthy. The extra blanket we asked for was like sandpaper.The room was definitely not worth the price. It was disgusting! It also indicated in their ad on the booking site that there was a shuttle to the airport. Never mentioned fees. We were told when we checked in that from the airport was free (we didn't need that service) but to the airport would be a charged of $10 per person. When we complained about the room, and the manager came up to look, about 10 minutes later the front desk called and said they would waive the fee for the shuttle and did we want to change rooms. Since we were exhausted from our return International trip of the last twenty four hours, we declined a room change and just made do. The state of room 410 in the Pan American Hotel Nov. 15, 2012 was truly disgusting!! We deserve to get our money refunded!!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
November 27, 2012
These comments appear to be a duplicate of one posted on 11/19, referencing the same room and pictures. Our records indicate that these guests arrived before 8PM in the evening and after complaining were offered every opportunity to change to a different room and, subsequently decided and refused. This is confirmed in the statement above. Likewise, they were given free airport return service (a $20 value) and contrary to what is written, our website and all websites in which our hotel appears it clearly indicates a "return fee" for airport transport. The person's comment, "never mentioned fees" is not valid. Our hotel ran at 98% capacity (213 rooms) on that evening and this was the only complaint that was received. We believe that our staff acted professionally and correctly in providing the option of a new room for them to move to. They declined and instead resorted derisive comments on this site.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.