We stayed here on the days leading up to our Wedding. Because of the occasion, we decided to splurge on their best suite, GAZAR, which was really beautiful BUT also really disappointing….
Good things first! The hotel is just beautiful. Modern, elegant, stylish, and very chic. As soon as you walk in its obvious that you have arrived at the house of a designer. Then there is the service. Smiles everywhere, nothing was ever too much to ask. And finally the restaurant, with a great atmosphere and really delicious food!!
So why our disappointment??? When you check in to a 5 star property, a high level of attention to detail is expected. You expect this especially when you check in to a 5 star property's top suite. Unfortunately, we started noticing issues the night we arrived, our blinds wouldn't close - which meant everyone at the restaurant had full visual access to everything in our room. We notified the front desk. Apparently they were already aware of the issue but hadn't been able to fix it. Then there were more issues, such as the paper holder falling off the wall every time someone used the washroom, broken pool lights, the sound system overheating and turning off every 15 minutes, loud in-room fans, a few dirty and evidently worn out in room amenities , and numerous problems with the wi-fi.
Most of these things have already been mentioned in at least one other review here, which means the hotel knows of them but has decided to ignore them. For a "luxury hotel" and at the price paid, this is simply unacceptable.
The GAZAR suite comes with three floors and a private pool. The room, at a first glance, is breathtaking. However, the issues listed above quickly began to take away from its charm. In addition, its third floor seems kind of useless (very small space with nothing inside). There's also no nice view of the city from the room (or from anywhere in the hotel). Finally, at the price paid, the breakfast offered should have been better.
No special attention was given to me on the day of my Wedding. Now this of course wasn't required by the hotel. However, touches like this are what differentiate a luxury property from others.
Overall, I would say the Tcherassi hotel has a great potential of becoming a 5 star rated property in tripadvisor. However, true luxury comes from attention to detail, and this currently is missing from too many aspects of this hotel.
All rooms are beautiful, but the Gazar suite is the best!
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
August 17, 2012
Thank you for your thoughtful review. We are glad you found the hotel to be beautiful and chic as Silvia Tcherassi intended but of course disappointed to hear of some of the negatives. Please know our team looks after maintenance issues on a regular basis. In some cases, things take time to get fixed or for parts to arrive to Colombia. With the case of the blinds, they were indeed not functioning properly before your arrival and the replacement was on order but had not arrived in time for your stay. They have since been replaced. At breakfast Chef Castano and Chef Hoyos work diligently to offer a full variety of menu items, both hot and cold. If you have any suggestions for additional items, please do feel free to share those with us so we can send them over to the kitchen. With regard to the views from the rooms, the charm of the hotel is that it is a converted 250 year-old colonial mansion in the heart of the old city. The two-story vertical garden provides a soothing interior view and from the rooftop pool you can indeed see out above the old city and off to the sea in the distance. Personal service and attention to detail are two major things we pride ourselves on at the Tcherassi and are sorry you did not receive the true Tcherassi experience. We hope to welcome you back for you anniversary and show you why Tcherassi is indeed so special.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.