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“Nice Hotel with bad service”

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Wyndham Panama Albrook Mall
Ranked #6 of 114 Hotels in Panama City
Certificate of Excellence
Reinach, Switzerland
Level 3 Contributor
7 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
“Nice Hotel with bad service”
Reviewed 8 January 2014

we took this hotel due to the fact that its so close to albrook airport. When we arrived wth the Taxi, some staff hanged around in front of the hotel, laughing at us while we were taking our luggage in, sorry, strictly no-go. St the front desk, the lady did her best to do her job, only there was no sense of welcome or something in that sense, well at least she was rapid and efficient. Our luggage again we had to carry on our own to the room, no explanation or anything like that have been given by any staff, even not how the elevator works, lucky we are not the first time on a travel....In the Canal restaurant the disappointement continued: we got two cards for food, one of them was incomplete, I asked for the drinks card, there I found no wines, this I only got after asking the waitress again, but only she was not very sure about the prices! There again, the food was good but service poor. In this region of the earth I never found a hotel of this standing, where i was obliged to carry my luggage into the hotel and to the room, this I did last in a back packers with considerably lower cost! Compared to the service one week ago in the Riu Plaza hotel in Panama for less money my opinion is: They have to learn a lot about friendliness and service!

  • Stayed January 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank walti_f
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Glenn S, General Manager at Wyndham Panama Albrook Mall, responded to this review, 15 February 2014
Thank you for you for staying with us and for your detailed feedback. I apologize that your first impression of our hotel was not a positive one during your arrival. It appears that no one from our Welcome Team was available when you arrived at the hotel. We call them “Welcome Team” because their job is to say “Welcome” and they can valet park your car as well as take your luggage to your room. When a guest arrives they jump at the opportunity to serve our guests as a portion of their pay is tip. It appears that when you arrived the individuals who were laughing and not offering to assist were an outside company that provides transportation services for the hotel. We do have several Welcome Team members scheduled for each shift but it is possible that all of them were busy at the same time. It was disappointing to hear that no one for the transportation company even recognized you or held open a door which is something that should happen. I am also disappointed that when you checked into our hotel the front desk clerk failed to give you a warm welcome and did not ask if you needed assistance with your luggage. We have addressed with our team along with wine training in our restaurant. Our goal is to make sure every guest leaves satisfied and I deeply apologize that this did not happen with your stay. Should you be traveling back to Panama in the future, please contact me at gsimon@tryphotel-am.com as it would be my pleasure to personally handle your reservation. Thank you again for staying with us and for your detailed feedback. With sincere apologizes -- Glenn Simon, General Manager
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Rating summary
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  • Sleep Quality
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  • Service
  • Value
  • Cleanliness
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Miami Beach, Florida
Level 4 Contributor
39 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 23 helpful votes
Reviewed 4 January 2014 via mobile

The lobby is clean, modern and inviti g. Rooms the same. But the reception and check in process is probablematic. Ok i can understand there possibly being confusion about reservations. But rather than being polite and pleasant there is rudeness, or should i say plain "ignoring and not responding". Location is very good with direct access to the mall which is also an amusement park of sorts which is great for kids. The rooftop pool is pleasant. The food in restaurants is good. If you have to stay in the city this is a good option just be ready to be greated by sullen faces and discourteous service

Stayed December 2013
Helpful?
1 Thank TheHappyJourney
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Glenn S, General Manager at Wyndham Panama Albrook Mall, responded to this review, 6 January 2014
Thank you for you for staying with us last month and for your detailed feedback. Our goal is to make sure every guest leaves satisfied and I deeply apologize that there was confusion with your reservation. I sent you a direct message and hope to learn what happened with your reservation. I am glad that you enjoyed our convenient location to the mall, our roof-top pool and the food in our restaurant. Wishing you & your family the very best in the New Year. Glenn Simon – General Manager
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Columbus, Ohio
Level 3 Contributor
8 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed 30 December 2013

We were traveling as a group of 8 and stayed in this hotel for 2 nights. The location was great because it is close to the Panama Canal and is attached to a huge mall. It is also far enough away from downtown and the congested traffic. The hotel is very clean and modern. Check-in was easy and most of the staff spoke English. The staff was very willing to accommodate most of our requests and what they didn't know, they were able to put us in touch with someone who willingly helped us with transportation and tourism. We asked for a driver that spoke English and could give us personal attention for the day and we were directed to one of the drivers that worked with the hotel transportation, whose name is Luis Lopez. Mr. Lopez did a great job of representing the hotel and the transportation company in a friendly and professional manner. We will definitely stay at the TRYP Panama Albrook Mall again.

  • Stayed December 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank veehrob
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Glenn S, General Manager at Wyndham Panama Albrook Mall, responded to this review, 1 January 2014
Thank you for your wonderful review of our hotel. I am glad you liked our location close to the Panama Canal -- just and 8 t0 10 minute drive in a car from the hotel and that you found our hotel clean & modern. We pride ourselves on our service so I was so pleased to hear that you found our staff was very willing to accommodate your requests and what they didn't know, they were able to put you in touch with someone who could assist you. Great to know that you will definitely stay with us again. Please email me at gsimon@tryphotel-am.com if I may be of any assistance with future reservations. Happy New Year -- Glenn Simon, General Manager
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San José, San Jose, Costa Rica
Level 3 Contributor
21 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 25 December 2013

The most convenient aspect of this hotel is obviously its location in/next to/ inside Albrook Mall?? Never actually figured out which it was but it made my shopping experience fun. We were so happy that we did not have to fight up with the traffic to enter the mall and search for parking!

The rooms were clean and well maintained. The room we had was a bit small for my husband and two year old and the crib provided for my son was too short for his length so he ended up on the main bed. Our requests to reception via phone were always dealt with promptly. Staff were courteous which is good. Panama needs to work on its customer service and I was glad that in this case the staff was helpful.

The restaurant had a good variety for breakfast. We never had lunch or dinner there as we ate in the food court of the Albrook Mall.

A suggestion might be to have a snack machine on each floor if one does not feel inclined to head downstairs to the little area by the reception.

A good idea would be to have a mini business center... something simple like a computer, printer and a desk for those of us who like to web check in on COPA and print our boarding passes in advance. I spent 20 minutes at reception when I was leaving trying to email my boarding pass to the reception email address so that they could print it for me.

Generally speaking we enjoyed ourselves and are more than likely to visit again.

  • Stayed December 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Candice21_13
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Glenn S, General Manager at Wyndham Panama Albrook Mall, responded to this review, 27 December 2013
Thank you for staying with us and for your nice review. I am glad that you enjoyed the convenience of our hotel being connected to Albrook Mall – the largest shopping mall in Central America. We pride ourselves on our service so I am so happy to hear that our staff was courteous & helpful. Regarding your suggestion of having snack machines on each floor – although we did not have snack machines on each floor we are in the process of putting signs on each floor to remind our clients that we have a “Grab & Go” – a mini store next to the front desk that is open 24-hours. The prices are very reasonable water $1.75, sodas $2.50 and Pringles $2.50. We will also be locating a computer near our front desk to print boarding passes. We look forward to welcoming you back when you return to Panama City. Hasta Luego -- Glenn Simon, General Manager
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San Jose, Costa Rica
Level 1 Contributor
4 reviews
Reviewed 25 December 2013

Good things about the hotel: Great location IF shopping is the purpose of the visit. Great for families travelling with children, again because of the mall entrance right at the lobby and the pool. Rooms VERY clean. Service at the front desk was POOR and there is no bell boy service. We arrive by 4:00 a.m. and had to carry our bags upstairs ourselves, when we finally arrived to our room after a check in that took forever the key did not work and had to go back to the front desk ourselves to get some help. There were several confusions about our reservation. They confirmed a rate for our family of 4 (I was very clear about the ages of my kids from the very beginning) in writing by e-mail and then on site said they forgot to add the cost of the third adult child, they offered an upgrade to a Family room for the last 2 nights which was a total mess, they left us in our standard room, waiting for hours and never cleaned the room. We ended up losing one entire afternoon of our short visit waiting for them to switch our rooms. After several phone calls and a trip down to the front desk finally a bell boy showed up and offered no help with our bags. By 9:00 p.m. we finally were able to move to a clean Family room (of course we again had to carry our bags) which is the same as a standard with no desk and instead a bunk bed. We would have stayed at the standard if we had known this was the "upgrade". Definitely not worth it for the waste of time.
We sent them our comments and they apologized. The hotel is nice and promising although they still have to work some of the kinks out. Hopefully they’ll be much better than they were in November, but it definitely does not have the “flavor” of a seasoned Tryp Hotel.

  • Stayed November 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank pjimcab
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Glenn S, General Manager at Wyndham Panama Albrook Mall, responded to this review, 27 December 2013
Thank you for you for staying with us last month and for your detailed feedback. Our goal is to make sure every guest leaves satisfied and I deeply apologized that we failed to do this in your case. I apologize that a bellboy was not available when you arrived at 4:00am in the morning -- I can understand how after a long trip you wanted assistance with your luggage. It’s unfortunate to hear that when our team members tried to upgrade you to what is called the Tryp “Family Room” that it took longer than it should of and that it was not what you expected. I am truly sorry your stay did not go well. I know you talked in length with one of my team members regarding your stay and we hope to welcome you back again in the future. With my sincere apology -- Glenn Simon, General Manager
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Playa Coronado, Panama
Level 4 Contributor
37 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 28 helpful votes
Reviewed 21 December 2013

The rooms are clean and lovely. Air Conditioning is built in and modern and quiet and works well. Coffee pot, great towels, nice furniture. Beds are terrific. Everything works.
No ice machines yet, however you can get ice from the bar, or the staff will bring it to you.
The maids are delightful, the reception desk staff is efficient and quick. The food in the restaurant and the bar is above normal. The bellboys are terrific.
Attentive staff. Most staff speak English.
I loved the Bird of Paradise in the bathroom vase.
Attached to the mall, so you can shop.
Around the corner from the Albrook Airport which is great.
The hotel actually has a fleet of cab drivers who all speak English and are very fair.
Some city cabs will not do the short trip to the airport or the bus station. The hotel cabs will do so with no complaints.

Room Tip: Rooms look out to Ancon Hill or to the highway along the Panama Canal. All rooms have great views.
See more room tips
  • Stayed December 2013, travelled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Schipblack
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Glenn S, General Manager at Wyndham Panama Albrook Mall, responded to this review, 27 December 2013
Thank you for your wonderful review of our hotel. I am glad you liked our hotel, our clean & lovely rooms and that everything worked. We pride ourselves on our service so I was so pleased to hear that you found our room attendants delightful, our front desk efficient & quick and our bellboys terrific. We hope to have an opportunity to serve you again. Hasta Luego -- Glenn Simon, General Manager
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Toronto, Canada
Level 4 Contributor
35 reviews
18 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
Reviewed 7 December 2013

Great room. Great service. Awesome breakfast buffet. Starts early too at 6:30am so you can catch your flight. Apparently a great pool say the husband and kids, but I went shopping. Walk out the side door and you're in the mall!!!!!!!!!!

  • Stayed December 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Julie S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Glenn S, General Manager at Wyndham Panama Albrook Mall, responded to this review, 27 December 2013
Thank you for staying with us and for your nice review. I am glad tour “awesome” breakfast buffet and we officially open the restaurant at 6:30am but truth be known – we have many guests sneak it before 6:30am and we are happy to accommodate you. So you missed out seeing our roof-top infinity pool where you can lounge, soak in the sun and enjoy the amazing sights of Ancon Hill (highest point in Panama City), the city, Balboa Port, and Albrook Airport? Well you are just going to have to plan to stay with us again. We hope to welcome you back. Hasta Luego -- Glenn Simon, General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Wyndham Panama Albrook Mall

Property: Wyndham Panama Albrook Mall
Address: Ave. Marginal, Ancon | Albrook Mall Shopping Center, Panama City 00000, Panama
Phone Number:
Region: Panama > Panama Province > Panama City
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#6 Luxury Hotel in Panama City
Price Range (Based on Average Rates): £
Hotel Class:4 star — Wyndham Panama Albrook Mall 4*
Number of rooms: 331
Official Description (provided by the hotel):
Located in the largest shopping mall in Latin America (Albrook Mall), less than 5 min away from the City of Knowledge, Panama Canal & the US Embassy & 10 min away from the Financial District, this upscale Wyndham is 35 minutes from Tocumen Intl. Arpt. (PTY). Wyndham offers 331 comfortable guest rooms, 3 restaurants & lounges, cutting-edge technology, over 36,000 sq.Ft. Of naturally-lit meeting space, a roof-top solarium and infinity pool and direct access to over 600 shops and boutiques of Albrook Mall. ... more   less 
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Also Known As:
Wyndham Panama Albrook Mall Panama City

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