Rated 4 out of 5 by Hermit Disappointed
Beautiful modern hotel. Check in left a lot to be desired. reception star was inexperienced or incompetent. Expected better language knowledge of reception for an international hotel chain. Reception spoke very limited english and was not able to understand my two room bookings. Took an hour from start to finish No room service but a self help area. Hopefully that will change in the future. Not worthy of SPG
Rated 4 out of 5 by Bruno1984 Great hotel but poor attitude at the front desk
I have been to this hotel in the San Francisco district in Panama for a one night stay. The hotel is located approximately two kms away from the city center, the area offers some good restaurant.
I have redeemed one of my Platinum e-upgrades and I got a Ultra Savvy Suite confirmed a few days prior to my arrival. The room was really huge and had a big dining room, a living room, a bedroom and two bathrooms. The best part was the terrace with a private Jacuzzi that was absolutely great.
The hotel is brand new, in good conditions and the room very confortable.
I have not feel welcomed by the front desk staff. The lady who checked me in didn't thank me for my loyalty as it usually happens and had a nonchalant attitude. She barely asked me which Platinum privileges I wanted to take advantage of and was not smiling at all.
It is a pity to see such not motivated staff in a hotel that just opened.
Other than that I have enjoyed my stay a lot and I do recommend this hotel.
Rated 3 out of 5 by Panamanian1 The staff at the front desk needs adult supervision
Here is my humble opinion: I believe it has potential, the staff needs to get experience in customer service, they try but seem lost most of the time and at the end the customer is the one that suffers .They rarely smile or make eye contact (working with people you would expect this). The security guard or door man, I don't know the tittle, was extremely rude! I got more from the janitors and housekeepers in general, they were nice. The phone lines are confusing, not to mention the fact that they have no idea who is calling. The wifi…you need to log in daily and allows you about 20 hours of use, the front desk did not know this detail. It is a very pretty hotel, modern and nice but the front desk is in a circle shape and that it's exactly what these guys do all day, run in circles. The elevators were not working most of time, even though they are brand new!/ The thing I found perplexing was that they had a beautiful cabinet for shopping: last minutes essential and right in the upper left corner (in the lobby) they were selling a kit with condoms and lubricants…very distasteful..they called it "the stand by kit"….not sure what to make of it since families and children visit this hotel. I probably will visit the hotel in a couple of years when they get the hang of it!
Rated 3 out of 5 by KennyG59 Not Ready for Prime Time
As a Platinum member, we were excited about the possibility of an upgrade at this new hotel. After unsuccessfully trying to secure the upgrade with Suite Nights, when we arrived, we were told we could get into a suite. Great, or so we thought. While the bedroom was nice, there was no furniture in the living area. Literally no furniture. A huge room that was empty. The employee who showed us to the room seemed to think that this was not an issue. We managed to get a couple of chairs brought up. Then this smell of paint thinner started growing stronger and stronger. It was bearable the first night, but by the second night it was awful. On the third day they finally moved us to another suite on a different floor that still had no furniture, but also no stink. Checking out, my bill was loaded with mistakes. It took four tries to get it right. The hotel is nice. Very clean. And very large. Once the kinks get worked out, and the furniture arrives, it will be a nice place to stay.
Rated 2 out of 5 by Sujee Missed My Flight Due to Hotel Taxi Service.
My stay at the Aloft was okay, it is a new hotel that is still fine tuning a number of its processes. Local taxis' are not available to easily flag, and for this hotel at night time, the experience was extremely difficult, as I was asked to try and flag a taxi in the black dark pathway outside. It was not too comforting, and the entire experience did not feel too safe. If you are used to asking the concierge/front desk to call local / regular taxi's to the front of the hotel, unfortunately, this may not be the hotel for you.
Now for the reason I am writing this note. Prior to my departure, I hired the Aloft Taxi Shuttle service for a premium to take me to the Panama Canal, prior to my drop off to the airport. I was assured by the staff the driver that I would be at the airport well further than 2 hours in advance of my flight. The driver that took me to the airport, though likely a nice guy with a good heart, completely mis-caculated the time it would take to return to the airport, and I ended up missing my flight to my next destination, which caused many other inconveniences associated with a missed flight. If you are planning to rely on the hotel taxi service, be sure to over compensate for time required, over and above what the staff advise you. This is really unfortunate, as i never had to second guess staff that provide me with advice at a SPG resort before.
I have already written a review of my experience within a survey a few weeks ago, and I am upset that nobody for either spg property or Starwood head office has reached out to me. Hence, I am proactively writing my review again here. This is not the type of experience or service I have received from the many other SPG properties I have stayed at in other countries. This unfortunately was my first experience in Panama.