Sortis Hotel, Spa & Casino

At this hotel for four nights and paid over $1,000, so I expected a certain level of cleanliness and upkeep. Unfortunately, the room did not meet even basic standards. Moldy shower corners, brown stains on washcloths, stained surfaces, dirty fingerprints on leather headboards, etc. See attached pics. 🫩 Upon arrival, the room did not appear to have been properly cleaned. There were noticeable cleanliness issues that made the stay uncomfortable and disappointing. For a property charging these rates, attention to detail and proper housekeeping/maintenance should be a priority. Cleanliness is one of the most fundamental expectations when booking a hotel, and it was disappointing that this was not met upon check-in. I hope management takes this feedback seriously and improves housekeeping standards, because the location and concept of the hotel have potential. However, based on this experience, the value did not match the price paid. Management did change my room but it was just okay, cleanliness wise. I went across the street to the store to purchase Lysol cleaning spray to wipe down everything and give me piece of mind. Needless to say, I'm pretty disappointed but will make the best of it. Wouldn't recommend or return. Although, I haven't used it yet. The pool and spa area are beautiful, though.

We absolutely loved our stay at the Sortis Hotel. The staff went above and beyond to make my birthday special — I was surprised with a birthday card, fresh fruit, and a bottle of wine, which was such a thoughtful touch and truly made me feel celebrated. Breakfast was delicious with tons of options to choose from, so there was something for everyone every morning. Our room had a beautiful view, and the hotel itself felt modern, comfortable, and well-maintained. The casino was also a fun bonus — I even won a couple of dollars, which made the experience even more memorable 😊. Overall, this hotel delivered excellent service, comfort, and hospitality. I would definitely stay here again and recommend it to anyone visiting Panama City.

We stayed for four nights at the Sortis Hotel and overall it was a great experience. Pros: -The bed was super comfortable and the bathrooms are HUGE. -The pool, spa, and gym are all top notch. Gym has a full weight lifting area. -There are a ton of great restaurants both adjacent to the hotel and within a block of it. Recommend: MoCo Coffee Shop, Ragazzi, and Aria. Also, about a ten minute walk from more great restaurants around Via Argentina. -All of the staff are so nice and very helpful! Cons: -Our first room smelled like mildew and was so humid and damp. We asked for another room and they promptly moved us. I have seen other complaints about mildew/humidity. -Housekeeping only gave us 2 towels at a time. I find this kind of annoying as they do not dry quickly and if you like to take multiple showers, you will be using damp towels. -The location is okay. Area is safe. However, when going/coming from Casco Viejo/Amador/Airport, you will often get stuck in 20+ minutes of traffic. Some of the hotels on the main strip by the water will not have this much of a delay. That said, this is not w/in the hotel's control and Uber's are plentiful and very affordable.

I honestly don’t understand how this place is rated 4.5 stars, not even close! The room is run down, worn, and does not feel properly cleaned. There’s a stale smell that never goes away, the finishes are chipped, furniture is tired, and overall it feels neglected. It does not give the feeling of a well maintained hotel. It feels more like a dated motel trying to pass as something else. What bothered us most is that it wasn’t one isolated issue. The same pattern shows up everywhere. It feels like they are constantly cutting corners. Quick wipe downs instead of proper cleaning. Basic maintenance left undone. The overall impression is simply not clean and not cared for. The gym was another example. No towels available, machines visibly dirty, and clearly not being monitored properly. That is basic hotel management and it’s not happening here. We raised concerns. We received apologies. Nothing changed. A polite “sorry” does not fix a dirty room or poor maintenance. To be fair, the pool area is nice and the location is convenient. That’s really the only positive takeaway. What surprises me the most is that this operates under the Marriott name. This does not reflect the standards most people associate with that brand. This is nowhere close to a true 4.5 star experience. There are many great hotels in Panama City. Do your research and stay somewhere else.

SHOCKING FOR A 5 STAR HOTEL First of when checking in, staff not very friendly or welcoming, plus trying to charge breakfast when it was included. SPA FACILITIES NOT INCLUDED, extra charges, when say on there website included. Order fried eggs fresh and arrived cold. Stay in a 3 star hotel and got better service and friendly staff. Towels alot softer than 5 star hotel.

The hotel is in a convenient location within walking distance of the metro, Av Central España, and El Cangrejo. That, and the front-office manager who was very friendly and kind, were the only things that were great, so this hotel fell short of the 5 star standard. The front-office manager was professional and effective in resolving issues; however, communication with the front-desk, bar, and concierge staff regarding amenities and room benefits was consistently vague and frustrating. My rooms (2 separate stays) were spacious, and the casino, pool, and gym are structurally impressive, but the gym and hotel rooms need better sanitation and basic provisions (no slippers for the room; must walk to the spa for a gym towel; limited access to water). Overall, the hotel is functional, but a lack of attention to detail in housekeeping and service prevents a higher recommendation.

Basically a nice hotel, but unfortunately they cannot maintain their promised standard. The room was very spacious and had a great view. The casino was nice, as was the breakfast restaurant. The following points detracted from the 5-star promise. At check-in, we had to have a long discussion to request a small breakfast box for the next day, when we were being picked up at 5 a.m. for a San Blas tour. Breakfast was included, but a simple small sandwich and orange juice cost extra. The response was, "We are offering you breakfast! If you can't use it, that's your problem." I've never experienced anything like this before. At breakfast, you get filter coffee. A small cappuccino or plain water that doesn't come from the tap costs extra. If the water is coming after ordering that’s another question. As the ordered egg. The room wasn't very clean, especially in the bathroom, the carpet, and the surfaces. On the last evening, I wanted to iron my shirt, but I decided not to because of the very dirty and calcified iron. Things the housekeeping should see. The lobby was also very dirty. Rubbish next to the decorations on the tables was left lying around until the next morning. The carpets were dirty. The style is beautiful, but the hotel is run and managed without love. For example, you can see barcodes stuck on some decorative items, both in the lobby and in the rooms. These are details that make the hotel less attractive to guests. They could be attached invisibly in the back of the item, but that seems to much. Almost none of the staff who interact with guests can speak English. Both at breakfast and at the pool bar, requests were categorically refused if they were not understood. "We would like to have almond milk." Staff: "No." Us: "Yes, yesterday we had almond milk." Staff: "What's that?" Then we had to pull out Google Translate. After ordering the tap water, we had to ask five times for our order. The egg dishes we ordered never arrived in full. Or if you didn't pronounce Corona beer quite correctly at the pool bar, it wasn't understood and was refused. After the staff understood what you wanted after the fifth repetition, they repeated it again in their "Spanish" pronunciation and laughed at you. When checking in, I asked to charge a different credit card than the one on file. This was not done and could not be changed later. What a joke. In addition, training on brand standards and 5-star appearance and communication at the reception desk would certainly not hurt. You feel more like a burden to the staff than a welcome guest. As I said, it's a beautiful house, but there have been some stressful incidents.

Ivan is amazing! Italian restaurant is very good! Room is very nice, service is good and pool is awesome! Pool table is fun and so is the casino! View is great. Ivan is the best! Shower in the living room bathroom is like the Niagara Falls in a great way! Love this place! Lots of love from Canada!