I prepaid a room for myself and my family.
As residents in Panama I just had my driver’s license which serves as an id too.
We were all asked to show our passport.
Given we weren’t travelling abroad, there wasn’t a reason for us to have our passports with us.
As a result the front desk manager told us we couldn’t stay at the hotel.
It was 8:30pm, my 2 year old daughter was sleeping in my arms and I had my 5 year old son.
When I told them all I asked was to get in the room which I had paid for and put my kids to bed, they refused.
I asked to speak to the general manager.
The on duty night general manager showed up and after being briefed by his staff about the situation, asks me: “how can I help you ?”
I felt insulted: I knew he was aware of the issue and instead would ask me to tell him my story.
I said I was upset with the service.
He asked to come to his office and sit down, that when he and his family travel abroad they are always asked to present their passports.
I reminded him I was a local resident and was not travelling from abroad.
He insisted and said those were their rules like in any hotel in Panama.
I remained calm.
When walking out my wife was complaining at the front desk and the guy was smiling at her, mockingly.
We left, 10 minutes later were checking in at The Bristol.
Worst service I got for a hotel in Panama.
Staff poorly trained, poor souls with no empathy, no civic sense.
Surprisingly unprofessional and incompetent.
Avoid at all costs