PAN HOTEL AND RESORT

We had an incident where they tried to up-charge us upon check-in. We were travelling with two small children (6 and 5 years old) and I booked a room with 2x queen beds, and was told this was for 2 people only, which was very confusing. It was resolved quickly. Other than this incident, our stay at the Pan was enjoyable. Thank you.

Let me begin by saying I completely understand that this was a resort based in the province so I adjusted my expectations. My family & I were assigned to the newer part of the resort- rooms were huge & the high ceilings were a nice touch. The resort pool is a good size & clean enough to swim in. We had a few issues with customer service during our stay. We were 4 separate families checking in one after the other. At 2 separate instances, reception tried to upcharge my brother & sister at check in saying that because they were a family of four, they needed to pay for their children. This was obviously incorrect because when they booked, they indicated & ensured to book for all members of their party so the price & room that they were assigned also took that into account at booking stage. This alone, left a terrible first impression at check in. In another instance, there was a mass ant infestation in our hallway. Not 10 ants, not 20 ants....not even 50 ants... It was 100's of ants gathered just steps away from our room door. I called urgently for it to be cleaned as I was concermed it would enter our rooms not knowing my husband had also flagged it with front desk separately. No one was responding & the ants were inching closer & closer to our door. I called again & finally someone came. To my disappointment, he used a mop to halfheartedly wipe them & left a mix of dead ants with the live ones. I ended up having to approach a cleaner to ask them to spray & clean it up.

The rooms were clean and spacious. The staff were all polite and will go out of their way to assist. Particularly PJ- he even assisted us in getting a tricycle since we wanted to experience riding one.