Panama Hotel - San Rafael, California

Victoria Q.

This hotel was once (a LONG time ago) a charming and cozy place to stay. I stayed here about a decade ago for one night. I understand that there has been a recent change in management. They should close the hotel, get it right and then reopen. I booked 6 nights this visit. I packed up my car at 5 am after one night and headed over to the Hilton, where they fortunately had a room available. A clean, comfortable room.
I lost a total of $1200 in the process, because reservations are non-refundable and you pay in advance when you book. They use a VERY sketchy third party reservation service, which will slam you into a fraudulent $365 "refund insurance" contract. I was in no way going to stay there; very bad juju. Thin walls. After 5 minutes in bed, I started itching; checked and did not see any bedbugs. The decor-once quirky-is now shabby and in the room I was given, truly weird. Painted entirely black. A 3D lit up moon thing above the bed. NOT the picture posted online for this particular room. Super old and lumpy pillows. Could not sleep at all because of the thin walls, the gurgling mini fridge and the neighbor coughing and hacking and gagging all night. Shabby, smelly (marijuana and mold) hall. No restaurant anymore. No front desk service after 3 pm. Just falling apart. I wouldn't go so far as to say derelict, but it might be close. This owner is coming close to fraud-certainly the advertising online does not match reality. See below for before (online) and current (not online) room pics- the bright one is before. The dark one is now. Same room. Thought I was getting the before room. Imagine my surprise to arrive after an 8 hour drive from Oregon, and be shown that. Definitely fraudulent advertising. The upfront payment and no refunds should have been a major red flag. Now I know this about that. Very sketchy business. AVOID THIS PROPERTY.

Heem C.

This hotel is pretty overpriced for what it has to offer. You’re only paying for the aura and vibe of the rooms which gives you this cozy mini neighborhood type feel. The trees and plants surrounding the rooms are nice but the rooms have no air conditioning so good luck if it’s a hot day. The staff is really nice and helpful though

Jessica Z.

This hotel should have its license revoked. The room I booked apparently had a broken toilet, which I did not find out until I checked in, gave my cc and id, and was taken to a completely different room. The room I was taken to had a 6 inch at least dip in the mattress visible from the door. I asked to see an alternative room and that room had bleach stains all over the bedding. Not only this, but the hotel was under construction and I saw no other guests or staff except the person who checked me in. When I said that I did not feel comfortable staying there and requested a refund, they refused.

Anna B.

This hotel owner just refused to refund me the money I paid after I sent pictures of the beg bugs and eggs I found on the bed, after spending there one night. So be aware what kind of people you are dealing with. I am here for the wedding, and now have to wash all my cloths.

Ben W.

Extremely run down and looks nothing like the pictures. It appears there was once a functioning restaurant downstairs but it now looks like a junkyard and the lobby is filled with dusty air conditioning boxes. Even if this was priced accordingly (maybe $60/night) I’d still probably pass next time.

642barbc

Horrible. Critters in the walls by headboard and in closet, couldn’t sleep. Considered leaving in the middle of the night but didn’t know where to go. No manager on site, Complained next morning and was told no refund. No breakfast as advertised. “Renovation” going on but place was strewn with junk. Had planned to stay 4 nights, left after first one. I had stayed here several times under old management and it was thoroughly delightful. So sad to have lost a gem. This place should not be open.

s W.

From when we walked in the door the service was so friendly and kind. We chose this place because they were dog friendly but we loved it because it was cute and casual. Different than your usual cookie cutter style. The rooms are themed and so colourful and playful. We had everything we needed and more. Our own patio with fruit trees overhanging the courtyard. You’re looking for the same old thing don’t come here. If you’re looking for something unusual, this is the place. It has been a hotel for 100 years and it is full of charm and character.

Isra L.

I am writing to formally express my dissatisfaction regarding my unresolved booking issue. Despite several attempts to seek a resolution, I am still waiting for my refund, which was promised by the hotel. Below is a summary of the events:
1. Upon arrival at the hotel, I discovered that the property was closed and under construction, with no reception available. A notice was displayed indicating that the hotel was not operational.
2. I documented this situation with photographs, clearly showing the hotel was inaccessible.
3. I contacted the hotel directly, and they assured me that I would receive a refund. Additionally, I have an audio recording of our conversation, where it was explicitly stated that they would contact Booking.com to arrange the refund.
4. Despite this promise, no refund has been issued to me to date.
5. I escalated the matter to Booking.com, yet no action was taken to resolve the issue.
6. I also initiated a chargeback process with my credit card company, but the matter remains unresolved.

This experience has caused significant inconvenience and frustration. I expected better communication and accountability from both the hotel and Booking.com.

I kindly request the following:
• Immediate action to process my refund.
• A clear explanation of why this matter has been delayed for so long.

Please find attached the following supporting documents:
• Photographs of the hotel upon my arrival.
• A copy of my booking confirmation.
• Proof of communication with the hotel and Booking.com.

I trust you will treat this matter with urgency and ensure that I receive my refund promptly. If no resolution is provided within 14 days, I will have no choice but to escalate this matter further through legal or consumer protection channels.

I look forward to your prompt response.

Kind regards, isra