The Buenaventura Golf & Beach Resort Panama, Autograph Collection — Hotel in Coclé

We have been staying at The Buenaventura Golf & Beach Resort Panama, Autograph Collection since the days when it was the J.W. Marriott.

As we like to enjoy family time together, and like the privacy and togetherness of everyone staying together, we always rent the 4-Bedroom Villa. Every stay after our first stay, we have noticed that the Villas have been lacking maintenance. We have made our very best effort to inform the staff at the Resort so that they fix it and make it better; however, it seems that our comments are not worthy as things just keep getting worst and worst. Despite those bad experiences, we had hoped that the hotel would listen to our comments and took better care of the Villas. We gave the hotel many chances to make things right, and never posted publicly posted any negative feedback; however, their chances to make things right are up.

During our most recent stay, we were assured that the Villa was good shape and the poor maintenance of the Villa that we had experienced in the past were not going to happen.

For starters, after we checked in, as we were going to prepare a family meal, we noticed the lack of plates, silverware, mugs, most cooking utensils, etc. So we called in. Some large plates were brought in, as well as forks and knifes. We told the staff that came in that we were missing almost everything and he told that us that he would be right back with the rest. Well that never happened. About 2 hours, I took a picture and sent it to Front Desk. Shortly after, I was called and informed that they would bring some more plates, mugs and silverware, etc.

Then we noticed that there was no hot water. We called and maintenance was sent. Patched it up and we had hot water for like an hour, and then we did not have any more hot water. This when on and off during our entire stay, until they finally decided to tell me that they had an issue with the hot water heater and it would only stay on for a very short time. Most of our showers were with cold water.

On the 2nd day, my mother in law told me to come check her bed as it was too wiggly. After I inspected the bed, I noticed that one of the wheels from the bed frame was broken, and instead of replacing the bed frame, the hotel had put a small piece of brick to hold it up (which obviously did not).

Also on the 2nd day, after the Villa was serviced, the amenities (shampoo, conditioner, etc.), and towels were not properly restocked.

Overall, our family vacation at The Buenaventura Golf & Beach Resort Panama, Autograph Collection was a trip to hell. It is time for us to find a different vacation place for the family.

The only positive we have from our stay, was the service received by Juan Carlos at Tagua Grill Pool Bar. Juan Carlos took good care of us. He constantly checked on us to make sure we did not need anything. His service was exceptional, before, after and way after we ordered our...

My overall evaluation, while mixed, was an expensive disappointment. If things had gone better I would have considered returning for a longer stay but management intransience soured me on the idea. First the good news - The Staff (except management), front desk, room, dining room, doorman and various bars were all excellent, very positive and a credit to the organization. They are to be commended. Also the main Dining room produced excellent food. Other good news was the first impressions of the Resort. Attractive public rooms, clean and apparently comfortable guest rooms and excellent beach and pool areas. Shortly after checking in and arriving at guest room 204 we got our first warning – a broken Ice machine – no alternatives easily locatable. A small insignificant item – easily dismissible – but a first warning of what was to come. Before long we discovered we had a leaking shower. When used the shower put a quarter inch flood of water in the toilet alcove. We used towels etc. to overcome this inconvenience. Sometime in the early morning hours of the 23rd a letter was slipped under the door which stated that the ac would be inconsistent on the 23rd. We had already noticed the ac issue, checking it before we saw the note, but since our intention was to spend the day at the pool and beach public areas we were not concerned. When we returned to the guest room for a late afternoon nap the temperature in the room as still bearable but nap was less attractive. The post pool/beach shower produced a second set of toilet floods and this provoked the first complaint. Later at dinner the dining room was less comfortable but the food and service remained excellent. Before retiring I inquired at the front desk about the ac and requested to talk to the manager. I got the not our fault on the ac and the manager is not here. I specifically asked that my complaints be noted in the hotel system. The AC was still broken on the morning of the 24th. The guest room probably never above 25 C and was bearable to sleep fitfully but for breakfast we started in the now uncomfortable dining room but were able to move to the porch where there were fans. Indifferent/absent management was my conclusion after my third request to speak to a manager with no positive response from the desk attendant. My intention had been had been to voice my complaints and request a discount on the room rate that went beyond the legally...

My sister, and i , along with our boyfriends paid for our parents to stay here for 3 nights, all inclusive (which let me tell you it is not cheap). I had good contact with Rebeka and the other people made me feel as if everything was going to be taken care of and that they would have an amazing time. I was keeping in contact with my parents the whole time, when they arrived they have a bad welcoming which was quite cold they told me. They enjoyed some of their trip and they enjoyed the spa however there were quite a few things lacking in their stay , they had no hot water and mentioned it to the front desk and still it didnt get fixed by the time they left. They mentioned to me the vents were dirty,and it wasnt kept up to par. They also mentioned that one morning it was breakfast buffet and the day after they took that away and made it a la carte, which is VERY strange! They did enjoy the service of the people who attended them at the restaurants. However,My father ended up getting food poisoning at one of the restaurants and therefore they checked out early because he could not stay there. They had a doctor come the night before leaving because he was in horrible shape , the whole staff knew about this. Upon checking out the manager asked for the phone number to keep in contact to see how he was going to be doing. Upon checking out the same person who checked them in was stating they had to pay their lunch which was supposed to be included. Now, i contacted Rebeka and she fixed this mistake, but she also told me they would call my parents to find out what went wrong and where they ate, but seems to me they did not care. My parents wrote the review and mentioned all their troubles, and all the hotel did was say " hope he gets better". Hope terrible for a hotel of such standards that is VERY EXPENSIVE. Not one phone call, after i called 2x to Rebeka . My father, after 6 days is just barely starting to eat, he had to go to the hospital to get intravenous drips for 6 hours. For the Marriott which i thought was of highest standards, they truly disappointed me, what was supposed to be a romantic getaway for my parents for 3 nights, turned out to be a gift from hell, they will not be returning there ever. They even told me they are unsure of booking ever again with Marriott, as i too am hesitant. Not the customer service you are to expect especially when the food poisoning came from the resort, this is the...