SHERATON GRAND PANAMA

I ordered a chocolate Dubai cookie at Las Hadas, and when I got home, the cookie wasn't there. I looked in the bag, but it wasn't there. I called to complain, and they told me I had to go back JUST FOR ONE COOKIE. And it's not the first time this has happened; the same thing happened a few months ago. I called, and they brought it to my house.

It's definitely an iconic hotel in the city, steeped in history and boasting a prime location, but the spaces desperately need updating. While the rooms are clean, they're starting to look dated and somewhat outdated. On the other hand, the ballroom and banquet facilities are excellent, offering a wide variety of options.

6 day stay at the Sheraton Grand Panama. The hotel itself is nice and (some) of the staff are friendly but others are nicer to certain people and the rooms are outdated with a bathroom so small that you can barely get in it to close the door and smell of mold. I had two (2) different rooms and both smelled like mold. Upon checking in, the first room was set at 22 degrees C. I turned it up to 26. In the middle of that night I woke up and the thermostat was at 16 degrees. For the next 1-2 day(s) I was in that room the thermostat would not go past 17.5 degrees C despite me having it at the max temp of 35 or so. I had to go to the front desk 3 times myself and my father ALSO went before maintenance actually came to the room to check it out. 2 hours later, the thermostat is still not going above 17. A woman I came in a group with said she had thermostat issues in her room where it wouldn't go DOWN. After yet another trip to the front desk, they moved me to a new room which, again, also smelled like mold. This room was set at 70 degrees F which is better than the last room but it, just like the first, refused to go up past that. March 7th I was away from the room for a few hours in the morning and when I came back in the early afternoon housekeeping had come by and cleaned the room. Around 7:30 that night, as I was lying in bed completely naked after a shower, there were the lightest raps on the door. They were so quiet I wasn't even sure if they were really knocks or not. Not even 5 seconds later, the door begins to open, and someone is quietly saying "hola" as if they're trying to see if the room is empty or not. I had to get up and close the door shut (still naked) because despite me saying NO NO NO the woman steadily kept trying to push her way into the room. I've never in my life had housekeeping come to my room in the evening. I've ESPECIALLY never had housekeeping come to my room more than once in the same day. I immediately went to the front desk. I asked the woman "how often does housekeeping come and what time?" she responded by saying it depends--it can be either day or night but it's only ONCE PER DAY unless you personally request otherwise. I told her okay. My room was cleaned earlier this afternoon but someone just came and opened my door. Why? She asked my room number and did some typing on the computer. After a brief look, she then said SHE DIDN'T KNOW WHY SOMEONE HAD JUST COME TO THE ROOM BECAUSE THEY DIDNT NOTIFY THE SUPERVISOR. I said "they didn't notify the supervisor?" She says no After a bit more back and forth, she goes to get a male manager. I relay to him the story and how it's not adding up to what they're saying their cleaning policies are. He just says "the room has to be cleaned before 8 pm" I said "yes but I am telling you that they already cleaned the room this afternoon. So if they already came once, and she just said that they only come once unless otherwise requested, why did somebody just walk into my room?" Again, he said "the room has to be cleaned before 8 pm" So I say the exact same thing I had just said. He says the exact same thing he just said twice before. After this understandably frustrating back and forth where I'm getting no further information or help, the only new thing he says is that I'm raising my voice and need to calm down. At this point since nothing is clearly going to be done and they OBVIOUSLY don't care about this extremely concerning situation or their guests' wellbeing I just walk away. A few minutes later my sister sent me a google review screenshot from 6 months ago where a woman mentioned that housekeeping stole her jewelry. This is a shady hotel and not only are a lot of the staff most likely in on it, but they quite actually could not care less. I will be contacting anyone I absolutely can about this situation.