Rated 3.5 out of 5 by 41
Rated 5.0 out of 5.0 by Beto1958 Great service excelent staff
Pillows are to big for me. I Love yo go to that hotel because they treat me very good
16 November 2013
Rated 1.0 out of 5.0 by MikeGDL Unexpected low quality…not a memorable vacations.
I am very disappointed of the quality of your services this time. Usually you exceed my expectations. Probably I expected too much this time. I bring my family to Panama to celebrate my 27th wedding anniversary and reserved two rooms (one with my Priority rewards). Being a Platinum member, I am used to get an upgrade anytime there is availability.
This time, your I was not going to get until I asked for it. In the front desk they said that for me to get an upgrade, I was to renew my Ambassador membership only. They did not care about the status. The hotel was at 20% occupancy only. I got upgrades on both rooms because I was told to pay the all-inclusive package (that I was going to do anyhow). It was very uncomfortable experience to start with.
Since the hotel was in the low 20% on occupancy, then the restaurant and snack bar were nor fully in service. Once we asked for burgers and fries at the pool, they said that because it was empty, they did not prepare any, just some slices of pizza and nachos (low quality). We understood and took the pizza, but it was not enough, so we asked for more, and they said that we had to pay for them or anything and order from the menu else because they ran out of the “free food”.
Finally and not to get you tired, the quality of the national drinks included in the all-inclusive package are probably the lowest I have ever had anywhere in the world.
I have had great experiences before with your hotels in other places (mostly USA), just the one in Panama (Intercontinental Playa Bonita) is way below than the rest.
06 November 2013
Rated 1.0 out of 5.0 by jfl226 bad experience-poor customer service
The hotel is mostly an all-inclusive resort. We came here for 3 nights as part of a tour package that did not include the all-inclusive and at check-in were not given information on whether or not we could upgrade (would've more than happy to#. In fact, the frontdesk staff who checked us in was rather uninformative and did not give us information about what's available in the hotel #where the fitness room was, which restaurants are open when [not all are open for each meal; the Plantation, main restaurant next to check-in, is open for breakfast and dinner, the Pelican Grill and Lighthouse, both in the pool area, one open-air restaurant one enclosed, are open for lunch], etc. She did give us a voucher that was supposed to be for complimentary dinner on account of our being a long-time member of the Intercontinental Hotel Group rewards club. This turned out to be a mistake and we were not supposed to receive it - more on this later. The pictures describe the hotel well - the grounds are quite beautiful and looks right out to the Pacific. The beach itself is ok - muddy water, dark-ish sand, but there are lots of seashells which is nice. Yes, the reviews about the sandfleas are true. It hasn't rained for two days but as we lay in the loungechairs today (first and only day we slated for a "relaxing day" at the hotel# I felt little pricks on my arms and legs. Not too bad, just kind of like if you scratch yourself with the hook part of Velcro, since the bugs are so small - see attached picture that I took of one. However, they do draw blood as I flicked one off that was actively feeding. There were about 3 or 4 on my arms/legs #I had a t-shirt and board shorts on# at a time. Looking more closely on the beach itself, it was apparent that they were more or less all over the place and there is a lot of activity. Which is strange because they fumigate the grounds in the morning - I woke up around sunrise earlier this morning and thought there was a fire out, but no, just a guy with a fumigator out fumigating the grounds. But I guess it's still not enough. Anyway, so we packed up and went for a swim. Pool was nice. Checked out a volleyball and kickboard to play in the pool and swim, which I paid it forward and lent the ball to the next family there until when I went to return my board and told the staff that the family in the pool - *which was in their direct line of sight and can see they are playing with said ball* - had it. The staff looked at me like I had three heads and demanded that I go get the ball #which, by the way, they don't have great track of to begin with, no formal checkout like they do with the towels# from the family, who then had to come and ask for it from them. Unsure why that had to happen. Later on, we went to the hotel bar to get a coffee because the housekeeping staff hadn't cleaned the room yet during our time on the beach and in the pool #~3-4h# which was understandable. The bartender, after making the coffee, told me that he couldn't take credit cards and that I had to bring my credit card back out to the pool area #~500ft away, according to Google maps# to the pool bar #why not the front desk or calling someone to take the CC since we were the only people at the hotel bar? I don't know#. I left my wife with the coffees and went to the pool bar, whose staff laughed and then said they didn't take credit cards either and took me over to the Pelican Grill a short distance away, where they also laughed and ringed me up the $7.49 for the two 8oz cups of coffee and I went back to the hotel bar. We finished the coffee and looked forward to dinner. At the reservation time #we followed the instructions from the front desk staff to a tee including making a reservation the previous evening# we presented the voucher and were seated. The restaurant serves a fair buffet which we had the first night #$28/person, pastries fair, meats were dry, veg fair, seafood fair# but the complimentary dinner was prix fixe off a menu. After we were seated, my wife inquired if we could grab food from the salad bar and the maitre'd said we can get anything from the buffet - score! So we went and got some salad and while we're still at the buffet area the maitre'd came back and asked to see our bracelet and explained that buffet wasn't actually covered, but she'd check with her supervisor to see if we can just take the plate of food we already have back to the table. We stood there feeling like criminals who were caught trying to steal food while this happened. She came back with the supervisor who said it was fine. So we went back to our seat and sat and were upset with the relatively poor service to this point, then someone from the front desk came over and started to ask us about the voucher, where's our bracelet, and so forth, revealing that we were not supposed to have received the voucher unless we had all inclusive package #though all-inclusive should probably have included vouchers for all nights of stay, and we receive only one...#. We told her we didn't book with the all-inclusive package, we received the voucher with specific details and instructions that it was for complimentary dinner and they knew all about it when we made the reservation as well as when they checked us in, and how the buffet misunderstanding happened. She then proceeded to ask us to pay for the buffet - we had just sat down and my wife had maybe 3 bites of the half plate of food she had gotten because we were stopped as well as the dinner. So, to recap, the front desk supposedly made a mistake giving us a dinner voucher, the maitre'd made a mistake in informing us of the being able to take food from the buffet, the supervisor made a mistake by allowing that. Each of these folks were neither apologetic #more like "oh, the other guys messed up"# nor accommodating about the mistakes made, and my wife and I were essentially made to feel like we were trying to pull off some kind of a scam. I've had $350/person meals where I wasn't made to feel like this. I've had $3/person meals where I wasn't made to feel like this. There are places that ignore the customer. There are places where the food is not so great. A place where the customer is treated as suspect until proven innocent - this was a fairly unique experience. We decided that that was it and had to walk out of the restaurant. The supervisor on call was nice enough to call us to offer room service because of the mistake of the front office, which revealed a lack of understanding of the error, but it was a effort that I did appreciate. We did not accept it because we were so upset we were literally not hungry. They did try to send us a fruit basket, which we did also politely decline. Yes, the efforts are much appreciated, but the prior mistakes were just so egregiously bad and there wasn't any mention of how they would correct this in the future.
Other impressions: breakfast buffet has a good variety of mediocre food #except montecristo which was above average, but then it takes about 20 minutes for anything on the buffet to get refilled when they run out so I only had one piece and can't comment if it's consistent#. Room clean. Bed comfortable. They do give bug repellent wipe packs in the bathroom which is nice but reconfirms the issue with sandfleas. Wifi in our room #559# is spotty at best - kind of have to hold the phone in just the right position on one side of the bed for there to be signal, otherwise it'll keep dropping. Excellent wifi coverage in the pool area and the beach to keep your mind off the sandfleas. There are no coffee shops on premise. There is a sushi cart that keeps odd hours - not lunch, not afternoon, not dinner; we've seen it open at some point, though. There is nothing else nearby except Westin which is the next property over. The front gate security is superb, as is the beach patrol on ATV. I feel safe, like I'm in a correctional facility #for trying to steal food from the hotel, perhaps!#.
Basically, I would categorically not stay at this hotel again. Ever. If I had a conference here I would stay somewhere else and take a taxi to attend. If there were no other hotels available, I would sleep in a car than stay here.
P.S., one of my favorite details about the room, which should've been a giveaway amongst the otherwise plush settings, is that the minibar fridge is locked. Yup - can't make that up, locked. Like an airport hotel room in middle-of-nowhere-ville.
Room Tip: Rooms on higher floor is nice. Rooms on the non-rainforest side is better - no funky smell in the co...
22 October 2013