Hilton Garden Inn Panama City Downtown — Hotel in Bella Vista

I dislike posting negative reviews since it can affect the income of people who bear no responsibility for a problem. But the restaurant in this hotel needs a 'wake-up' call. The room, the reception staff and housekeeping staff were all perfect. But two incidents in the restaurant prevent me from ever returning to this location. The first could have just been a misunderstanding between the bartender, Raul, and myself. He at first said I had to put the meal on my room to take advantage of the 15% discount coupon I was given at check-in. I don't like doing that, I like paying cash for drinks and food. After taking the meal, Seafood Casserole (which wasn't casserole at all, it was soup), to my room I was summoned to the door to find Raul requesting I cancel the room charge and pay cash. Exactly what I wanted to do in the first place. So I got redressed, went back downstairs and took care of it and never used the restaurant or bar again. The second incident was horrible. A day or 2 later during the breakfast buffet a person was given a to-go box and proceeded, using his hands while ignoring the utensils provided, to scoop chicken nuggets etc. into his box. I pointed this out, loudly, to a breakfast attendant, Karen, who did nothing. I never used the breakfast...

This hotel provided horrible customer service. I booked a room for myself and my dad, but I couldn’t check-in so my dad did. They wouldn’t let him check-in because they needed my credit card even though I paid online. They treated my dad very poorly and I told my dad to go somewhere else.

Not only was the customer service horrible to a Diamond Member whose being using Hilton for over 8 years, but they also ended up charging me for the room even though they told my dad they couldn’t let me check-in because I needed to pay or authorize a payment through a form that had to be printed and then scan.

What a scam. I know this is just a small branch of Hilton, but who treats their loyal customers like this? I usually stay here for the location, but they no longer would have my business. I already told friends to not stay here and my family will not be staying here either.

In addition, I made a formal complaint to Hilton and I hope at least they talk to the general manager about this situation. They are giving Hilton a bad reputation. Every Hilton hotel I stay treats me and my family with respect and they always prioritize good customer service....

I was very disappointed at this hotel. My very first night after a long day traveling to panama, I ran into bed sheets that were stained and dirty. We also couldnt call to the front desk because our phone in the room didn't work. The next morning we went downstairs to let them know that our sheets were dirty and the phone didn't work and they said "we can change your sheets but your phone won't be fixed till Monday because our engineer is of on the weekends. We spent all weekend going downstairs to order room service. We finaly got our room changed on tuesday after they could not fix the issue with the line. We also went to the bar and sadly found out they did not have mojitos or mixed drinks. We stopped eating the breakfast here also because we were sat down and they completely forgot about us. The service was really bad. I literally had to get up and go to the bar twice to get water for me and my wife. Its sad to say that the best part of this hotel was the service from Ricardo the bellboy. He was very nice and help my wife allot when the phone was down for 4 days.. Overall a very bad experience with the Hilton Garden...