Sandra
October 30, 2025
Although I would have liked to give this properly the highest rating for its cleanliness, comfortable beds, hot water and nice showers, good breakfast option, and the attentiveness of most of their staff, my family and I had an unfortunate experience caused by an employee of the hotel. An employee led us to believe that she managed the hotel’s tour bookings for guests. We booked the hotel, and she continued to lie to us even after check in. We paid her a 50% deposit for two tours. When we caught on that she had no authority from the hotel to sell tours, it was already too late. One of the tours did not go as promised, it started much later and ended earlier than she told us. But worse is that the second tour never even happened. As a result, we wasted a day and a half of our short four day stay in Cartagena. We raised our concern to the front desk and this is when we confirmed the lies. The hotel did assist us in getting back the deposit for the tour we didn’t take, but the bad experience and wasted time could never be reversed. We appreciate that the hotel took action and hope that they ensure no other guests experiences what we did. Unfortunately, we left Cartagena pretty heartbroken and don’t think we will ever go back.
