Let me start by saying that I have stayed at the hard rock in Las Vegas, San Diego, and Bali and was more than happy with the service and experience. The experience I had in Panama was by far the worst I've had at any of the Hard Rock hotels. I should also mention that I am fluent in Spanish.
I will summarize my experience below:
My group of 5 (includiing myself) arrived on Saturday the 5th of January 2013 and stayed for two nights. The check-in process was uneventful and went smoothly. On Monday morning I received a phone call waking me up from the front desk. Apparently the entire floor had flooded and they were calling to warn me. At that point the entire floor of the room was flooded and much of our luggage, clothing and some documents we had were wet. They sent in a housekeeper to clean it up. I understand that these things happen and at this point I chalked it up to a freak occurrence. The same thing happened to the other room our friends were in as they were on the same floor. Upon check-out later that day we expected that the hard rock would offer some sort of compensation for this inconvenience. This was not initially offered. We pressed the issue and were told that these things happen and that nothing could be done for us. Our friends who had previously checked out had received a 10% discount. We mentioned this and were told that while our friends would receive a 10% discount on their room, we would not. I was very surprised by this. I am confident that any other Hard Rock location that I have stayed at would have handled this differently. Additionally I am confident that any other Hard Rock location would have offered more than a 10% discount. Also the fact that the hotel would treat 2 groups of guests in the same situation differently struck me as extremely unprofessional and an example of a poor business practice for a hotel like the Hard Rock. After a little back and forth the manager at the front desk told us that if we returned she would provide us with a two bedroom two bathroom suite for the price of regular room. While we were not satisfied with this, we accepted because it appeared that it was all we were going to get. We checked out that morning and went to visit San Carlos for 1 night.
After 1 night in San Carlos during which our car was broken into we decided to return to Panama City. The fact that there was no surf also influenced our decision. We decided that despite our unsatisfying experience we would give the Hard Rock second chance and take them up on the offer for a two bedroom sweet, two bathroom sweet for the price of a regular room. Upon our arrival we spoke to the front desk person and explained to them what had been offered mentioning the manager who offered it by name. The front desk person told us no problem and that they would be happy to help us. We were then told that no 2 bedroom, 2 bathroom suites were available. This was a Wednesday night. We protested and were again told no and that the best they could do was a 1 bed 2 room suite and that another bed would be provided which was not a rollaway bed. We begrudgingly accepted this offer and went to the room. About 20 minutes later the bell hop showed up with a rollaway bed. We explained to the bell hop our situation and he was sympathetic. He was able to get a manager on the phone that we could speak to who said that they would resolve this for us. This was finally something good. I believe her name was Cindy. She was able to get a room swap for us to a room which met the requirements that were originally promised. This process took approximately 45 minutes. The bottom line here is that we were blatantly lied to by the front desk personnel and a lot of our time was wasted.
In conclusion I would like to say that while I was extremely dissatisfied with the way were treated by the some of the staff people, the uneqaul treatment of different guests in the same situation, and the lack of satisfactory compensation for a flooded room, some of your staff did go the extra mile to “get it done” (specifically: Cindy and the Bell Hop who brought the rollaway bed). That said you should know that I plan on posting this review on multiple travel websites and I hope that this review does not fall on deaf ears.
- 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