I researched many of the hotels in Panama. This hotel really performed. The customer service was excellent (especially Rafael in the executive lounge— go meet him if you have access). Location was very convenient and facilities were very clean.

My friend and I checked into the Hilton Panama (Balboa Avenue, Panama City) and stayed on the 26th floor. We found several deficiencies with our room almost immediately. Everything from broken door handles, to lights (inside the room and the house-keeping light), to an old run-down iron to the telephone not working properly. Our room didn’t have an alarm clock and was not properly stocked with towels or toiletries of two. Our complaints to the front desk staff did not get addressed even after our second complaint later that same day. We had to demand to speak with the hotel manager the following morning, in order to have the room issues resolved. The manager took immediate action and also gave us each 90 minutes of complimentary hotel spa services, which was appreciated.

After a couple of days, we came to understand first hand that the young concierge staff (two young men in their mid-late 20’s) lacked a great deal of knowledge of the city’s downtown core. Their lack of attempt to try and find the answer, when they didn’t know, was unimpressive and unprofessional, to say the least.

Speaking of young and unprofessional staff, one evening before dinner I decided I’d have a glass of wine at the hotel lobby bar (Blu, I believe it was called). I ordered a wine that as per the menu was available by the glass or bottle. I waited and waited several minutes for a drink that never arrived. Eventually the hotel bar manager came up to me and advised that they were not prepared to open a new bottle of that wine, just for the sake of serving one glass! I was so gravely disappointed with the hotel staff at that point, that we left.

This Hilton in Panama’s downtown financial district was a huge disappointment to us. Not only was our hotel room in terrible shape, the vast majority of the hotel staff was unprofessional and lacking in customer service skills.

I had a great stay at this hotel the service was great the staff was friendly, I have recommended this hotel to all my friends and family. Also the View from my room was great i took many pictures to show to my friends and family.