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“Service has gone way downhill”

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Sercotel Panama Princess
Ranked #57 of 115 Hotels in Panama City
Reviewed 1 April 2014

My wife and I have stayed at this chain hotel (Starwood, the Sheraton chain) about a dozen times, and each time the level of service seems to go down. This time Starwood offered us a free drink for each of the two of us, but the hotel refused to hand it over till we paid $10. Then they said we had to get our free $10 drink in the restaurant two floors up, not in the bar. This, after the bartender had already started on our drinks. Then the free $10 drink could only be alcohol-free. Then margaritas were ok, for $10.Then they apologized for that and told me I didn't have to pay $10 for my free drink (I mean, it was printed right into my reservation and included in the room rate!). Now I've gotten home to find that they called my free drink my Gold SPG welcome amenity, instead of the 250 Starpoints they promised me, not once, but twice! Well, at least they reversed that $10 free drink charge. The rooms are fine and spacious and with a change in attitude, I could be persuaded to like this place again.

  • Stayed: March 2014, travelled as a couple
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2  Thank LWL3333
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Roberto D, General Manager at Sercotel Panama Princess, responded to this reviewResponded 4 April 2014
Google Translation

Estimado huésped, agradecemos su opinión, la misma será tomada muy en cuenta para mejorar nuestro servicio.
Se tomaran las medidas necesarias para que este tipo de situaciones no se repitan en un futuro con ninguno de nuestros apreciados huéspedes.

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53 - 59 of 463 reviews

Reviewed 22 March 2014

The hotel has a good location (basically 5-7 blocks from restaurants and bars).Also,the hotel lobby looks well kept and up to date, and the staff were professional and courteous. The room itself as well as the hallways need major renovations. In fact, I think that it should have been done 10-15 years ago. The room smelled old and musky. The furniture, particularly the sofa and chair, looked like something that you would see sitting on the side of the road. The tub in the bathroom needs to be replaced (its cracking). Three stars is very generous, I think that it is more like 2.5 stars. I expect much more from a Starwood Property. For the money, I think that better can be found.

  • Stayed: March 2014, travelled on business
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Thank Cam435
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Roberto D, General Manager at Sercotel Panama Princess, responded to this reviewResponded 26 March 2014
Google Translation

Estimado huésped,

Sean nuestras primeras palabras para agradecerle por ofrecernos la oportunidad de corregir nuestras falencias, son ustedes quienes nos ayudan a mejorar día tras día.

En estos momentos estamos tomando las medidas necesarias para hacer los correctivos necesarios para lograr su entera satisfacción del producto que ofrecemos.

Se despide de usted muy gentilmente,

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Reviewed 6 March 2014

Room, clean, business center, easy to access and work, location good, service good. I thought that for the corporate price, they could have included breakfast, but no go. I did order room service and it took almost 50 minutes. They did compensate by not charging me, but could have meant me going hungry as I had to leave.

Room was comfortable but one of the individual couches had a stain on it and looked a little rickety. Definitely decreased the perceived value.

Not bad, but could be better.

  • Stayed: February 2014, travelled on business
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Thank Maria G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
jarauzq13, Manager at Sercotel Panama Princess, responded to this reviewResponded 7 March 2014
Google Translation

Apreciada Huésped

Agradecemos el tiempo dedicado para compartirnos su experiencia durante su estadía con nosotros.
Para nuestra compañía es muy importante conocer su opinión en cuanto al servicio y producto que ofrecemos. Valorando asi la oportunidad que nos brinda de mejorar.

Saludos cordiales,

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Reviewed 17 February 2014 via mobile

Spent 1 night while in transit. Friendly staff, good location to grab a quick bite. Good sized rooms and a Comfortable bed. Appreciated the Complimentary coffee/tea in the lobby. Would not hesitate to book this hotel again.

Stayed: February 2014, travelled solo
Thank Suhaila K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Roberto D, General Manager at Sercotel Panama Princess, responded to this reviewResponded 7 March 2014
Google Translation

Estimada Huesped

Gracias por preferirnos, es nuestro principal objetivo crear en cada uno de nuestros huespedes momentos memorables.

Esperamos su pronta visita.

Saludos cordiles

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Reviewed 12 January 2014

I had the opportunity to stay there 2 nights and i must say that it's at a great location. The hotel was clean and well kept, the hotel restaurant was lovely with a nice lounge and bar area which i found was very relaxing. The Dj even played a little soca when i asked for Trini music, this was to my surprise and i felt good because he spoke little english but knew our music.The staff was friendly at the restaurant but the language barrier made it difficult for me. Their layout for breakfast, lunch and dinner was superb, i thoroughly enjoyed tasting some Panamanian cuisine. my room was clean throughout my stay. Renovations to the hotel was ongoing ,but the pool area however was barren, it needs improvement because it was just concrete completely around and no plants or outdoor landscaping which would enhance the entire area, another down side to this hotel was their internet connection was very poor and it took so long to get a technician to come to my room to help with this situation, it seemed to me that they did not have proper knowledge on how to fix the problem that kept recurring. The location itself is perfect for those who do business in Colon City and Free Trade Zone. There was also a mini mall close by with a pharmacy, shopping stores, food court and a pastry shop. Although this hotel was clean with nice restaurant it was not worth the cost since their are better hotels that was cheaper.

  • Stayed: August 2013, travelled solo
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1  Thank Sharmela T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Roberto D, General Manager at Sercotel Panama Princess, responded to this reviewResponded 21 May 2014
Google Translation

Estimado Huésped, es para nosotros de mucha importancia su tiempo dedicado a escribirnos sobre su experiencia en el hotel, le agradecemos sus comentarios.

Esperamos su pronta visita.

Saludos,

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Reviewed 29 December 2013 via mobile

We ve been there beginnng of december 2013. The room is clean. The service was friendly. But the pool, spa and fitness room are run down. Also the breakfast was not nice. For this price you find hundreds of better hotels in panama.

Stayed: December 2013, travelled as a couple
2  Thank e-kleinert
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Roberto D, General Manager at Sercotel Panama Princess, responded to this reviewResponded 7 March 2014
Google Translation

Apreciado Huesped

Gracias por compartir su experiencia con nosotros, tomaremos muy en cuenta cada uno de sus comentarios.

Saludos cordiales,

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Reviewed 22 December 2013

This is my second stay in this hotel in the last 5 years.The rooms basically have carpeting wall to wall and they should all be ripped out.The previous stay I had noticed a mildewy smell but not so bad .This time the room we were assigned had a much worse smell and with carpeting in the rooms and without the appropriate ventilation and maintenance then these rooms just get musty.The hotel is in a good laction,the staff is extremely friendly but the rooms need to be renovated and carpeting needs to be removed in all rooms.Panama's climate basically needs ceramic or specially designated wooden floors made for humid climates…not wall to wall carpeting.The breakfast buffet was very basic and acceptable but not exceptional .Location is good it is quiet but I would not stay again because of the mildew smell

  • Stayed: December 2013, travelled on business
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Thank Domrom
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Sercotel Panama Princess

Address: Calle 53, Este Marbella y 5ta. B Sur | Edificio Worldtrade Center, Panama City 0833, Panama (Formerly Radisson Royal)
Region: Panama > Panama Province > Panama City
Amenities:
Bar / Lounge Business Centre with Internet Access Casino and Gambling Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Restaurant Room Service Spa Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#9 Casino Hotel in Panama City
#19 Spa Hotel in Panama City
Price Range: £34 - £79 (Based on Average Rates for a Standard Room)
Hotel Class:3.5 star — Sercotel Panama Princess 3.5*
Number of rooms: 128
Official Description (provided by the hotel):
City Hotel ... more   less 
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Also Known As:
4 Points By Sheraton Panama
Four Points By Sheraton Panama Hotel Panama City
Sheraton Panama City
Four Points Panama City
Panama City Four Points
Panama City Sheraton
Sercotel Panama Princess Panama City

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