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“Expect to be disappointed”

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Trump International Hotel & Tower Panama
Ranked #18 of 115 Hotels in Panama City
Certificate of Excellence
Reviewed October 4, 2011

On my recent trip to Panama, I spent a couple of days in Panama City and by looks of the photos of the Trump Ocean Club website, I thought I would be getting a five-star experience, with beautiful skylines overlooking the ocean and horizon. If you are expecting the same, then this hotel isn't for you.

The pictures used to represent the property are a complete bait and switch at best, and deceptive marketing practices (and in the USA criminal) at worst. The hotel is flanked by buildings all around it, except one wouldn't know it because all of the photos on its website (including the professional ones uploaded on this Trip Advisor) have been doctored and the tall buildings around it have all be airbrushed out of the pictures. A quick glance of uploaded user pictures on this site will reveal it. So instead of expecting blue skies and unobstructed views all around, you will find towering buildings under construction around three sides of you. As a result, the pools lose direct sunlight by noon time and you are left sun bathing in the shade, forced to put up with construction noises: jackhammers, hammering, screeching metal being cut, and construction workers providing cat calls to the female guests lounging by the pool. Too make matters worst, guests are prohibited from bathing on the side of the pool deck that gets more sun due to construction hazards of falling construction materials by the building being erected a stone's throw away.

While the hotel is beautiful in design and decorations, some of the amenities I was hoping to take advantage of were not yet even completed. The hotel gym has yet to construct a sauna and steam room, though there are plenty of machines and exercise equipment one can use. The bathrooms in the rooms are decorated beautifully, but the showers in the hotel rooms leak water and I was forced to put towels all around the shower door, and then mop about the water after each shower. Also, the hotel elevators are poorly programmed and expect to wait some times five minutes or more for one of four elevators to get to your floor.

The service for the most part was excellent, particularly amongst the front office staff. The check-in and check-out were conducted by hotel professionals proficient in English. Unfortunately, the same pampering was not offered by the hotel doormen hailing cabs. Every time my group and I asked for their help getting cabs, they did nothing to deter cab drivers taking advantage of the hotel guests. The cab drivers have higher prices for guests who are gringo, and the doormen do nothing about it. So, if you are taking a cab from the hotel, expect a much higher fare, then when returning to the hotel.

Overall, the hotel is nice but don't expect an overall 5-star experience. What the hotel is advertising, is not what you are getting or for which you are paying.

  • Stayed: October 2011, traveled with friends
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2  Thank Al H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TOCGM, General Manager at Trump International Hotel & Tower Panama, responded to this reviewResponded October 8, 2011

Dear Al H,
We greatly appreciate your feedback,
The hotel is brand new and we don’t have the final pictures, therefore, we used renderings to illustrate the project. We appreciate your comment as it will help our Marketing team to update the picture gallery.
We are very proud of each of our associates. They work very hard to provide our guests with the best service possible.
We hope you will have the opportunity to come back and visit us again.
Sincerely,
-Mark Stevenson, Vice President & Managing Director-

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1,304 - 1,310 of 2,050 reviews

Reviewed September 28, 2011

My wife and I recently stayed at TOC - we were in town for a mix of business and pleasure. We needed to stay in the city, and also wanted to be assured of a high-quality stay at a property with a pool (given that we would not have access to the ocean with a city venue). Sadly, my review is decidedly mixed, primarily because this property is still under construction, as are the two adjacent hotels on either side of the TOC.

The GOOD: The staff was very helpful and attentive and did the best they could with whatever training they've had thus far. They seemed eager to assist, but also had some limitations that I suspect can be corrected in time. Management should ensure that each staffer is properly trained and reaches their full potential because it appeared that these nice young folks have positive attitudes and seek to please. That said, the are not up to speed on simple details. For example, for a poolside waiter not to know what the word "Chardonnay" is, (even though its on their sparse menu), seemed very odd, and "Un-Trump-like". In addition, there were other minor SNAFUs - such as requesting a wake-up call for 3 separate mornings, and only receiving one of those calls, which was disappointing - and almost inexcusable.

The property (building) is stunning and comfortable; the beds were comfy, and the pool deck / salon area is a grand outdoor space with captivating views of the Gulf / ocean. The restaurants appeared mainly empty with the exception of the buffet breakfast, which was tasty and sufficient. The concierge desk did a fine job making dinner reservations and organizing cars, etc. Housekeeping did a terrific job each day.

The not -so-good:
Regarding the pool area, it was a terrific oasis on Saturday and Sunday, but a noisy, partially closed- off, very unpleasant place to be Monday-friday because of the loud strident construction noise from the building to the east. Mind you, ONLY the east side pool is open Mon-Fri because the pool on the west side of TOC is closed because of dangerous construction on that side of the building, which was literally only 50 feet away (or less).

Imagine the frustration with the many guests, like my wife and I, who were there during the week who had to endure obnoxious construction noise that sounded like Times Square, NY as we sat poolside. AND, the east side of the building is in the shade after 11am!...could not enjoy a wonderful sunny day by the pool during the week. What is most disappointing - and completely excusable - is that we were never informed of this dreary situation BEFORE we made reservations, so that we might make an "informed" decision about selecting a suitable hotel venue for our needs.

In addition, there was paint and construction debris splattered on our terrace furniture and along much of the dirty terrace railing, which should have been cleaned properly before allowing a guest to occupy the room.

Too bad the TOC is not up to the usual Trump standards yet, but perhaps in time, and with proper diligent management oversight and training, this will become the gem we had hoped it was. The external construction is beyond TOC's control - but it is indeed imposing and will likely last for some time.

Room Tip: IN general the location of the hotel is very good (waterfront), but i gave it a poor rating given th...
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  • Stayed: September 2011, traveled with friends
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4  Thank mmarte215
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TOCGM, General Manager at Trump International Hotel & Tower Panama, responded to this reviewResponded September 30, 2011

Dear mmarte215

We thank you for taking the time to explain your experience during your stay.
We regret the series of unforeseeable events that occurred during your stay. We have made a list of each occurrence and have taken the proper actions. Again we apologize and we ask you to please keep in mind this is not indicative of the level of service we strive to provide our guests.
On the other hand we are very proud of each of our associates. They work very hard to provide our guests with the best service possible.
We regret any inconvenience caused by the outside construction.
We would like to welcome you back to enjoy the hotel’s full complement of services and amenities in the near future
Mark Stevenson, Vice President & Managing Director

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Reviewed September 26, 2011

Weird set up.Two sets of elevators,bathtub in the middle of the rooms,Rooms were cold,even with central air con off.Food at the pool bar was expensive,and served with a frown.Silly safari outfits worn by doormen.Didnt seem like its a real Trump property,

Room Tip: cheap rooms have worst views
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  • Stayed: September 2011, traveled as a couple
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2  Thank caribecowboy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TOCGM, General Manager at Trump International Hotel & Tower Panama, responded to this reviewResponded September 28, 2011

Dear caribecowboy
Thank you for sharing your experience with us. We know your time is valuable therefore; your feedback is greatly appreciated.
We are continuously working with each service area to provide our guests with the best service possible. Nonetheless, we know that there is always room for improvement. Therefore; we will forward your grievances to the appropriate individual in each department.
Once again please excuse any inconvenience experienced during your time with us and we look forward to your return in the near future.
Mark Stevenson, Vice President & Managing Director

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Reviewed September 25, 2011

My family and I recently stayed at this place in our vacations.
The staff is friendly and professional, need to polish some things such as check out (took 45 minutes) but the hotel is new and overtime I am sure they will just get better and better.
My family and I loved the food, several restaurants to choose from.
Highly recommended.

  • Stayed: September 2011, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
1  Thank Andrea F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TOCGM, General Manager at Trump International Hotel & Tower Panama, responded to this reviewResponded September 26, 2011

Dear Andrea F,
Thank you for your generous compliments about our hotel. We greatly appreciate your feedback. We are delighted to hear about your positive experience; we strive to provide our guest with nothing but the best and were able to enjoy our cuisine. Please forgive any inconvenience for delay during your check out.
We look forward to welcoming you and your family back for another visit in the near future.
-Mark Stevenson, Vice President & Managing Director-

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed September 22, 2011

Thursday, Sept. 1, 2011
1. We arrived at Front Desk at 3:30pm local time for check-in; we were informed rooms were not ready. As a courtesy we were extended a food and beverage credit of $70 while we waited. After a tour and 30 minutes in the hotel pool and restaurant bar, we inquired with our waiter on the status of our room. After 4 inquiries and well over 2 hours, our keys finally arrived.
2. Once we arrived in our rooms we encountered the following issues:
a. light bulbs missing from the light fixtures
b. cordless phone did not work
c. TV did not work
d. Shower stall leaked
3. Issues were reported to the hotel staff and two sets of staff engineers later, the TV and light bulbs were fixed.
4. Later that evening we requested a room change after slipping on the wet floor multiple times. Water from the hotel had leaked onto the room floor and was causing unsafe conditions. The room change request was honored the next day.
5. At 10:20pm we called the Attaché service and inquired about restaurant recommendations, we asked for authentic and low key dining experience. After politely declining the in-hotel dining pitch (5 times), the attendant informed us that mostly all restaurants kitchens in Panama closed at 10:30 and that only Nikos restaurant would be open.
6. Our taxi driver advised us against Nikos and as we walked in we realized why. While we sat, we swatted flies, saw garbage on the floor and tables. This restaurant was dirtier than any of the street food stands I'd ever eaten in but given the non-existent options (as we understood from the hotel) we ordered food from this place.
7. After dinner we found three (3) 24-hr restaurants within two blocks of Nikos.

Friday, Sept. 2nd.
1. Trump Ocean Club staff informed us that they would honor the previously requested room change (after a second slip on the wet floor). After waited 3 hours, we are accommodated in a new room.
2. While waiting for a new room, we call Attaché to discuss some of the issues we had encountered thus far. The Attaché manager promises to address the issue, and offers a complimentary bottle of champagne and a free nights’ stay.
3. At 9pm we called Attaché again to follow up on the Champaign offer and inquire whether it would arrive that night. We were told it is on the way. We call again at 930 and were told the bottle was on the floor. In spite of the hotel having only 20 or so rooms per floor, it took the hotel 15 minutes to arrive to our room with the bottle of sparkling wine. This may sound totally snobby but I would expect a luxury hotel to know the difference between sparkling wine and Champaign and Freixenet is not in the latter category. In fact, I’m not really sure why this would make up part of their wine list, as this is very cheap and poor sparkling wine.
4. At 10pm we called Attaché and made arrangements for dinner reservations, they informed us that Manolo Caracol would not take reservations because of the time, they would seat us immediately. We left the hotel within 5 minutes and arrived promptly at the restaurant where we were informed that we could not be seated and that no one from Trump had called to make our dinner arrangements. After imploring to be seated, the hostess must have taken pity on us and agreed to serve us if we hurried through our meal.
5. During the interaction with the hostess, we called Attaché to inquire about the mix up. At that point, we are informed that arrangement were in fact made, they neglected to apologize or own up to the mishap. Later we realized that Trump had in fact called but only to inquire about reservations and had never confirmed our arrival.
Saturday, Sept 3rd.
1. We made a second attempt to address some of the issues by arranging a meeting with the Attaché manager. During the meeting the manager on duty extended his deep apologies and offered a complimentary dinner at Tejas, their fine dining establishment. At the time, we didn’t want to commit to yet another mediocre experience and thanked the manager for the offer.
2. The manager then asked if there is anything he could do as courtesy for our inconvenience. We asked for a car service to a restaurant in the Los Angeles area for brunch.
3. After brunch, the weather cleared and we decided to make a beach day of it. We headed back to the hotel to get beach information and pick up our swim gear. Instead of helping us with directions to a nearby beach, the concierge pitched their beach packages and lied about knowing of any nice beaches nearby.
4. Since we weren’t able to locate a nearby beach, we decided to hang out by the pool. During our tour, we learned (from hotel staff) that one of the pools was closed because of construction debris falling from a nearby site. After 10 minutes of hanging by the pool, we heard a crack and noise of something crumbling. A number of folks duck their heads and all suddenly my friend yells out a profanity. My friend had been struck by falling piece of marble from one of the balconies above. When I looked up, I noticed two scaffolds hanging off the side of the building. It appears one of the scaffolds caused a piece of the balcony ledge to break and fall and that landed on my friends kneecap (from somewhere above the 35th floor).
5. Immediately following the accident, we requested an ambulance. We requested an ambulance 5 times (in English and Spanish just so that the staff understood thoroughly our needs). The hotel staff waited 20 minutes before calling the ambulance and only did so after a number of guests began to freak out. It appears the hotel had been waiting for the hotel doctor to arrive. The ambulance arrived 45 minutes later and the hotel doctor arrive 10 minutes later.
6. We were escorted to the Punta Pacifica Hospital. The hospital was located within a 5 minute drive of the hotel.
7. We spent the remainder of the afternoon and evening in the emergency room, where we are treated very nicely by the attendee and hospital staff. Thankfully the x-ray did not show a fracture or broken bones. Trump staff picked up the medical expense and escorted us back to the hotel.
8. As we entered the hotel, the manager on duty was waiting for us downstairs. We asked him for a report of the incident and inquired what caused the accident. His response (keep in mind this is well over 5 hrs since accident happened) is that he had no clue what caused or may have caused the accident. We then requested a meeting and a report and statement be taken, because it seemed clear that the hotel did not want to document what occurred.
9. At 11pm the hotel and security managers arrived to our room, unprepared take a report. Only after numerous requests did they oblige and take a statement from us. 8 hours after the accident the staff continued to maintain that they did not know what caused the accident.
10. Before concluding the meeting, the manager agreed to: pay for medical bills associated with the injury even after returning to the states and to take care of upgrades to our travel arrangements, since my injured friend was unable to bend his leg and fit into economy seats.
Sunday, Sept 4th.
1. At 10:30am, we called Attaché and request they push back existing brunch reservations while we figured out how to move around the city. Attaché asked if there was anything further they could do for us, so we request car service for the day.
2. At 12:00pm, the Attaché manager confirmed our reservation was pushed back and that car had been arranged for a fee of $80 or $100 per hour depending on vehicle type. We politely requested they take care of the car service fee and were denied. We then requested to speak with the hotel manager. An hour later, the manger called to confirm arrangements for car service, complimentary.
3. That night, after dinner, we went downstairs to make copies of travel documents and inquire about previously discussed upgrades. The front desk informed us that there were no available seats in first or business class. The front desk then informed us that they had made arrangements to drive us to the airport the next day at 2:30am. We were shocked that the hotel staff was so out of touch with service that they would arrange a 2:30am pickup for a 7am flight, when the airport was only 20 minutes away. It was apparent that had we not gone downstairs to ask about arrangements, no one would have told us about the flight or the airport pick up.
4. We scheduled a wakeup call for 4:30am.
Monday, Sept 5th.
1. We received the wakeup call at 5:05am. The hotel claimed they were not able to reach the room because there was something wrong with the phone (which we’d reported a number of times to the front desk and Attaché).
2. By 5:13am we were checked out and waiting to retrieve a personal item from our rental car. The hotel had agreed to arrange to return our car.
3. After 15 minutes of waiting for our personal item, we notice the hotel staff is scrambling for something. We approached them and asked about our car, that was when we learned that they had either misplaced the car or our keys. 10 minutes later, they found our car but still had not found the rental car keys.
4. After 5 minutes of looking through a drawer filled with keys from valley service, we also were unable to find the key. Instead of risk missing our flight and staying one more day at the horrible Trump hotel, the staff once again assured us that they would find and return the car and would retrieve and mail our personal item.
5. We arrived at the airport 45 minutes prior to take-off to find that once again the hotel had not made the arrangements necessary for special boarding, as they had promised.
6. We made it to our gate and inquired about business class seats. We then learned that there were 6 available business class seats. My friend had to use her miles to upgrade our flight. Clearly the Trump hotel staff lied about checking on available seats.
7. After arriving in Miami, we called the hotel to inquire about the status of the rental car return. That was when we learned that our rental car was still in the hotel and that no one on staff knew of the return. Immediately upon learning this, we called the Rental car company to inquire on the status and ensure we would not be responsible for vehicle. The rental agency was not aware nor did they have a record of any expected returns or pickups form Trump. Finally we were able to locate a person at the hotel who promised to return the vehicle. After the arriving home (to NYC) and no fewer than 10 calls to the hotel and car rental agency, and one nasty email, the hotel confirmed they returned our car and provided a copy of the return slip. Our check out nightmare started at 5:30am in Panama City, Panama and end at 845pm in NYC, NY.
In our email to the hotel that night, we demanded that the hotel provide proof of the car rental return because up until that point, Trump hotel had not been able to follow through on many of their promises. We also threatened to pursue the matter legally because we would be liable for the cost of the car. Lastly we asked that the cost of my hotel stay be refunded, given the amount of efforts we’d put into just trying to have a normal vacation. My hotel stay was refunded.
From my perspective many of the requests we made of the staff at the Trump were in line with what any guest would request of a hotel, luxury or not. Luxury hotels standards are usually above standard services, which is why guests pay a premium for their stay. While I do not always stay in 5 star hotels, I’ve had wonderful experiences in many places which would be considered 3 or 4 star according to the Trump rating system. I’ve also had the pleasure of staying at the Four Seasons, The Mandarin Hotel, and The Ritz-Carlton and Le Meridian hotels and can safely assure these establishments that the Trump Ocean Club in Panama is not a competitor; I would imagine that even a motel could do better. It is my opinion that Trump Ocean Club is not hospitable in fact it can be hazardous to your health. This hotel should not be open.
This experience was nothing less than traumatizing. I feel genuinely bad that I associate this experience with a country that seems to be wonderful. It’s unfortunate that given all the time spent in the hotel I wasn’t able to enjoy or learn much about the country. We wasted a lot of time in the hotel; waiting for a room, changing rooms, calling or meeting with hotel staff, in an emergency room. Time wasted waiting on the staff to do their jobs, which they never managed to do well. Not once during this ordeal did the hotel general manager contact us to address any of the issues. I find it interesting that the general manager comments on Trip Advisor but doesn’t attend to the safety of his guests.
If I were you and considering a stay at trump, I would carefully reconsider. Although the marble piece falling onto my friends kneecap seemed like a total freak accident, nothing else was an accident, instead it was due to inexperience, ineptitude and general disorganization. Additionally after looking through some of the vacation pictures, it is clear that the construction standards were very low and that this place can be HAZARDOUS to your health.

  • Stayed: September 2011, traveled with friends
    • Value
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41  Thank LIssette_Leonardo
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed September 19, 2011

I recently visited this new Trump property in Panama City. While this hotel is still in the process of fully opening up and some amenities are not yet available (e.g., the spa and casino), I had a fabulous time there. As a solo traveler, the staff really went out of their way to make me feel welcome. I enjoyed the large gym, and the outdoor pools on the 14th floor had incredible views of the Pacific. There will also be a private island, but it is not yet open.

Some guests have apparently complained that the surrounding buildings are too close and partially block their views of the ocean, but the reality is that Panama City is just much more dense than some guests imagined (including me). This density, however, makes it a really interesting place to visit. I also suggest taking a jog along the bike path by the bay.

Room Tip: New floors of the hotel are being opened every month or so; I would thus ask to be placed on the hig...
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  • Stayed: September 2011, traveled solo
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Thank ChaseTripReviewer
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TOCGM, General Manager at Trump International Hotel & Tower Panama, responded to this reviewResponded September 26, 2011

Dear Chase TripReviewer,
Thank you for the kind words. We are glad to know that you were able to enjoy our precious view because of our location on Punta Pacifica. We are proud of our team. Each member is well trained in dealing with customers and providing them with the most efficient service.
It was our pleasure to have had you as our guest. We look forward to seeing you again in the near future.

-Mark Stevenson, Vice President & Managing Director-

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Reviewed September 15, 2011

My husband and I recently traveled to Panama and stayed at the Trump Ocean Club for our honeymoon. We had a wonderful experience-the building was beautiful, the accommodations were very nice, but the staff truly made our honeymoon experience memorable. We were very weary travelers when we arrived at the hotel very late, but our minds were put at ease as soon as we pulled up. The staff greeted us warmly and made us feel right at home, saying "You are at Trump. You are home." The front desk was very accommodating and personable. One particular staff member knew that is was our honeymoon and greeted us as Mr. and Mrs. each time he saw us, asking how he could make our first week as a married couple even better. The attache' sent chocolate covered strawberries and champagne one night to our room. The concierge staff oversaw our daily excursions and their recommendations were invaluable as we were unfamiliar with the area. The rooms were very clean and the housekeeping staff was very responsive to our needs. Room service was also great and we took advantage of this every morning. The pools and the skyline view were our favorite part of the hotel-the quesadillas and fish tacos at Azul were great. The only downside to our experience was that the oceanfront rooms faced a construction site. I would recommend not renting a car unless familiar with the Spanish language as well as familiar with the city. We rented a car, but did not use it except to return to the airport. The drivers the hotel recommends were a much safer option and allowed us to enjoy the scenery more. We loved Panama and cannot wait to return again, we would certainly stay at the Trump. The staff truly went the extra mile all week.

  • Stayed: September 2011, traveled as a couple
    • Value
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3  Thank jenna s
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TOCGM, General Manager at Trump International Hotel & Tower Panama, responded to this reviewResponded September 16, 2011

Dear Jenna s,
Thank you; we greatly appreciate your compliments. We know your time is valuable however; your feedback is highly important to us during this time.
We are delighted to hear that you enjoyed the cuisine at Azul. We work closely with our chefs and associates to provide our guests with the finest dining experience.
Jenna s, thank you for choosing us and we look forward to welcoming you and your husband back to your ¨home¨ away from home in Panama.

-Mark Stevenson, Vice President & Managing Director-

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Additional Information about Trump International Hotel & Tower Panama

Address: Calle Punta Colon | Punta Pacifica, Panama City 0833, Panama (Formerly Trump Ocean Club International Hotel & Tower Panama)
Phone Number:
Location: Panama > Panama Province > Panama City
Amenities:
Bar / Lounge Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
#9 Family Hotel in Panama City
#15 Luxury Hotel in Panama City
Price Range: $149 - $354 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Trump International Hotel & Tower Panama 5*
Number of rooms: 369
Official Description (provided by the hotel):
Rising seventy stories above Panama Bay along Punta Pacifica's pristine peninsula, Trump Ocean Club® International Hotel & Tower Panama unites exclusive amenities, innovative accommodations and the signature services of Trump Attaché™. Steps from Punta Pacifica's sophisticated shops and nightlife, just five minutes from the financial district and minutes from Panama City—you have found the perfect setting to unite business with pleasure. ... more   less 
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Also Known As:
Trump Ocean Club International Hotel And Tower Panama
Trump International Hotel & Tower Panama Panama City

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