I stayed at this hotel during my nine-day visit to Colombia. I chose it with high hopes for a comfortable, five-star experience. Unfortunately, while some aspects stood out, others fell short of expectations.
The staff truly deserve five stars — they were kind, responsive, and always ready to help with any questions or service requests. Their hospitality was the highlight of the stay.
However, the hotel itself felt quite outdated. Every time we turned on the tap in the washroom, a loud motor-like noise would go off, which was disruptive, especially at night. We brought this up with the front desk, but were told it was “normal.” It was odd and made it difficult to rest if someone used the washroom during the night. We also found the walls to be quite thin — noises from neighboring rooms were frequently disturbing.
When I booked the room, I selected one with a mountain view (Room 401, as offered during online check-in), but upon arrival, I was given a different room facing a building with no view. I had even paid extra to upgrade to a terrace room, expecting a scenic view. After several follow-ups, we were finally offered a room change — but only after five days into our stay.
Other small inconveniences added up — the mattresses were quite firm and uncomfortable, and requesting things like plates or cutlery often took hours and multiple reminder calls.
Overall, despite the great service from the staff, the experience felt more like a three-star stay rather than a five.