My mom, a family friend and I celebrated my Birthday in style at Hotel RIU Plaza Panama in October 2024.
Its blend of luxury, convenience, and warm hospitality made my celebration unforgettable.
My Birthday Dinner celebration was made extra special by the awesome hospitality and Happy Birthday serenade that I experienced from Leckdar and James at Taste Restaurant.
Would we return? Absolutely!
Dear Daydream294076,
Belated happy birthday, and thank you for taking the time to write such a great review of our hotel on Tripadvisor.
It was a pleasure to have you with us and we are delighted that you enjoyed all aspects of our home.
It would be great to welcome you soon again! Until then, we wish you all the best.
Yours Truly,
Hotel Riu Plaza Panama
Online Reputation Manager
The rooms were clean, but they showed some wear and tear. The breakfast options were wonderful and plentiful. Customer service agents were very accomodating, helpful and kind. The hotel hallways to the guest rooms smelled very bad, mildewy. If the guest rooms had the same smell, I would have canceled my stay.
Dear Lyn S.,
Thank you very much for choosing us and leaving your feedback.
Your evaluation makes us want to continue working for our wonderful guests.
we will continue to work to offer the best stay.
Warmest wishes,
Hotel Riu Plaza Panamá
Online Reputation Manager
We love this place, we have a house in Bocas del Toro, but we always try to spend the night at the hotel
Dear Chris,
We endeavour to go above and beyond to ensure our guests have a memorable experience.
It is great to learn you enjoyed your stay.
Thank you very much for staying with us!
We are already waiting for your next visit.
Love you back, Chris,
Hotel Riu Plaza Panamá
Online Reputation Manager
I had a pleasant stay. The food was good as well as the service. I was annoyed that every time I left the room my card wouldn’t work and I had to keep going to the front desk for a new one.
Dear Yoni592,
Thank you very much for providing your thoughts about your time in the Hotel Riu Plaza Panama.
We are so happy to hear you had a great stay and greatly appreciate your feedback.
Certainly, we apologize for the inconvenience with your electronic room key card. We assure you this normally does not happen. Please note, electronic room keys are magnetic strip swipe cards, and can become demagnetized when close to cell phones or any magnet. For example, also magnetic handbag clasps, TVs, cameras have the ability to impact the mag stripe on the back of your rooms key.
We invite you to get to know our Riu Class loyalty program. Registration is free and easy. Enjoy exclusive benefits on future stays at our hotels available worldwide!
It is our hope to be able to welcome you back for many stays to come! Happy travels!
Sincerely,
Hotel Riu Plaza Panama
Online Reputation Manager
The Hotel Riu has potential and offers a good location. The value is also impressive. The hotel showed some deferred maintenance and small requests such as getting soap for the room were ignored. The wifi was also a bit inconsistent. These shortcoming were forgivable. Unfortunately, I would not recommend this hotel in light of what seems to be deliberately cruel customer service. This is not an allegation that I would make lightly and without explanation.
I sought to extend my reservation at the hotel and the front desk seemed confused. In the end, they connected with the call centre and offered me a rate for the extension that was somewhat higher than the rate I was paying. I agreed and the booking proceeded. I was told however that they would not be able to process payment and I should return to pay at a later time. When I returned, the rate had changed. I suspect this was due to the reservation being processed at a later time and I asked that the difference is credited.
The hotel stated that there was nothing it could do as the reservation was made with the call centre. I made the reservation with the front desk and asked that they try to correct it. They stated that there was nothing that they could do and when I asked to speak with the desk manager, I was told to "be quiet". This was said in a rude and intimidating manner and made me feel unwelcome at the hotel. I asked again to speak with a manager.
I was eventually contacted by Pricilla who stated that she was a manager. She confirmed that a mistake had been made with the booking and singled out the employee who made the error. She then brought him in front of me and stated that the hotel would give me the cash for the price difference and it would come from the employee who made the mistake. I was not prepared to take the money on this basis. Quite frankly, I do not believe it was even the employee who made the mistake and feel like the conduct of the hotel was cowardly and mean. Even if a mistake was made by the hotel staff who was doing his best, the hotel should take care of it and not make it the guest's problem.
This is an error that could have easily have been corrected by an apology. If they could not adjust the price, they could have made it up in a different why to show courtesy to a guest. Instead, I was told rudely to "be quiet" when I complained and the hotel then used guilt in humiliating and employee and telling me that they would correct the error by taking the money from an employee. This is no way to operate what is called a 5-star hotel.
Dear Camper805391,
Thank you for sharing your feedback.
It is disappointing to hear that you encountered the above mentioned inconveniences, as our goal is to make all of our guests´ stay memorable, exceeding expectations as we deliver quality service.
Please rest assured that we have shared your comments with the corresponding department to reassure the standards are being met.
We hope that you will give us the opportunity to welcome you again at our resort and share the best experience.
Sincerely,
Hotel Riu Plaza Panama
Online Reputation Manager
