We noticed that you're using an unsupported browser. The TripAdvisor website may not display properly.
We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.

“Beware of theft from the rooms” 1 of 5 stars
Review of UrbanRoyal Puerta del Reloj

Best prices for -
Enter dates for best prices
Check In mm/dd/yyyy Check Out mm/dd/yyyy
Prices are for 1 room, 2 adults
Show Prices
Compare best prices from top travel sites
and 6 more sites!
Save
You added UrbanRoyal Puerta del Reloj to your Saves list
UrbanRoyal Puerta del Reloj
3.5 of 5 Hotel   |   Plaza de los Coches Cr 7 # 34-10, Cartagena, Colombia   |  
Hotel amenities
Ranked #79 of 124 Hotels in Cartagena
New York City, New York
Reviewer
5 reviews 5 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
6 helpful votes 6 helpful votes
“Beware of theft from the rooms”
1 of 5 stars Reviewed January 6, 2013

Stayed for 4 nights during peak period. Front desk was nice in accommodating the busy occupancy schedule but it all ended there and was offset by a terrible and inexcusable experience of major theft from my room.

My passport wallet which includes personal documents and reserve cash kept in my room was breached while I was away. A very significant amount of money was stolen and personal identifying documents were misplaced. It is unresolved if it was a member of the hotel staff (i.e. housekeeping) or intruder. All of this was kept in the in-room safe; which is not reliable. If the lock on that safe doesn't fully latch then the door will swing open.

Upon reporting this theft, the manager became defensive. The manager promptly dismissed me and this incident by suggesting that I lost or spent the money. Instead of being helpful and working to probe and solve this theft from my private guest room on their property, she spent the time and effort trying to convince me I was having a memory lapse. I later learned that they had different housekeeping personnel on each of the days. This exacerbated the problem. They also have the ability to examine the keycard logs but did not do so. They barely made an effort to speak with the various housekeeping personnel that entered our room. All in all they made little to no effort to investigate and resolve this; and losing this much personal property is not trivial and feels violating. Most importantly, based on my experience they did not act on this incident and place safeguards or find the culprit to ensure that thefts do not recur.

Stayed December 2012, traveled with friends
Was this review helpful? Yes 5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Write a Review

121 reviews from our community

Traveler rating
    35
    60
    17
    5
    4
See reviews for
14
53
7
13
Rating summary
  • Location
    5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (12)
Date | Rating
  • English first
  • Italian first
  • Polish first
  • Portuguese first
  • Russian first
  • Spanish first
  • Any
English first
Philadelphia
Senior Contributor
28 reviews 28 reviews
9 hotel reviews
Reviews in 16 cities Reviews in 16 cities
18 helpful votes 18 helpful votes
3 of 5 stars Reviewed November 27, 2012

Based on the other hotels in the chain, we decided to stay here for 4 nights. The location was super convenient, but the website photos portrayed a more elegant accommodation. The staff was very nonchalant. I had sent numerous emails attempting to arrange transport from airport and finally went to the sister hotel in Bogota to get it set up. The hotel was clean but the hallways were often cluttered with dirty linens and the housekeeping cart. I didn't care for the scent of the cleaning products. After seeing some of the other hotels in the price range, I would have opted for other accommodations in the walled city.

  • Stayed November 2012, traveled with friends
    • 2 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Mexico City, Mexico
Top Contributor
191 reviews 191 reviews
27 hotel reviews
Reviews in 42 cities Reviews in 42 cities
83 helpful votes 83 helpful votes
4 of 5 stars Reviewed November 25, 2012

A reasonably priced hotel, great if you want to tour, or have a business trip that involves the Convention Centre (walking distance, 5-10 mins). The rooms I found a little basic and small, but sufficient for a lone business traveller. It does come with good double windows which makes it less noisy, but depending on which floor you are on and whether you face the plaza and which day it is, the noise still gets you to. Nonetheless, they a good hearty breakfast selection (eggs to order can take a while), nice small pool area with great views of Cartagena.

Stayed August 2012, traveled on business
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Washington DC, District of Columbia
Top Contributor
55 reviews 55 reviews
53 hotel reviews
Reviews in 49 cities Reviews in 49 cities
63 helpful votes 63 helpful votes
4 of 5 stars Reviewed November 14, 2012

The UrbanRoyal Puerta del Reloj has a lot of things going for it. The central location makes pretty much everything in the walled city within reasonable walking distance. The hotel itself seemed quite new, with a modern take on the guest rooms and bathrooms. Most importantly, however, everything was very clean. A nice touch was a rooftop terrace that overlooked the Puerta del Reloj and had views toward Cartagena's cathedral. Overall, we had a fantastic stay.

Pros:
-Central location on Puerta del Reloj
-Guest rooms with all of the modern comforts - air conditioning, free wi-fi, and a mini-fridge
-Rooms included two bottles of water and soda
-Room 535 has a beautiful view of the cathedral - fantastic waking up to such a great view
-Included breakfast was delicious, with lots of variety - lots of juices, yogurts, meats, and breads. Also, they had good coffee.
-Roof terrace a small pool and great views of the city.

Cons:
-Thin walls made it a little bit noisy
-Beds are very firm, a little uncomfortable

  • Stayed November 2012, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Senior Contributor
29 reviews 29 reviews
21 hotel reviews
Reviews in 22 cities Reviews in 22 cities
14 helpful votes 14 helpful votes
5 of 5 stars Reviewed September 23, 2012 via mobile

Hotel is in the middle of the old city. The restaurant downstairs has excellent food. Local sweets are available across the street during the day and at night there is music every where. Friendly staff and nice clean rooms complete tour stay.

Stayed July 2012, traveled on business
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Washington DC, District of Columbia
Reviewer
3 reviews 3 reviews
Reviews in 2 cities Reviews in 2 cities
3 helpful votes 3 helpful votes
5 of 5 stars Reviewed September 13, 2012

My husband and I visited Cartagena for a wedding. This hotel was wonderful. The location is great, the restaurant downstairs was nice, and the staff were very helpful. When my husband felt sick, they called someone to see him within minutes, without charge. We also loved the rooftop pool. I would recommend this hotel.

  • Stayed September 2012, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Cebu Island, Philippines
Top Contributor
78 reviews 78 reviews
34 hotel reviews
Reviews in 39 cities Reviews in 39 cities
83 helpful votes 83 helpful votes
4 of 5 stars Reviewed September 2, 2012

Staying in walled city may cause sensory overload. If you are willing to take that risk and wish to be walking distance from all the historical landmarks of the city, this is a hotel to consider.

It is run like the small hotel that it is: cozy, warm and friendly.

The staff are very friendly and helpful. Breakfast can do with a few more warm options, though.

The best part about this hotel is the pool on the roof deck. Beautiful 360 degree view of the old city and beyond.

  • Stayed September 2012, traveled with friends
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hotels you might also like...
mm/dd/yyyy mm/dd/yyyy
Prices are for 1 room, 2 adults
Price Your Stay

Been to UrbanRoyal Puerta del Reloj? Share your experiences!

Write a Review Add Photos & Videos

Additional Information about UrbanRoyal Puerta del Reloj

Address: Plaza de los Coches Cr 7 # 34-10, Cartagena, Colombia
Location: Colombia > Bolivar Department > Cartagena District > Cartagena
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #79 of 124 Hotels in Cartagena
Price Range (Based on Average Rates): $$
Hotel Class:3.5 star — UrbanRoyal Puerta del Reloj 3.5*
Number of rooms: 28
Official Description (provided by the hotel):
UrbanRoyal Puerta del Reloj is located within the walled city; it is the only hotel located at Plaza de Los Coches, beside the magnificent Puerta y Torre del Reloj. 28 modern rooms with individual air conditioning, cable tv with LCD 42” and complimentary internet access. This fresh and dynamic hotel offers a specialty restaurant, bar, Business center, Board room for 12 people and from the Terrace and swimming pool located on the top floor, enjoy a unique city view. ... more   less 
Reservation Options:
TripAdvisor is proud to partner with Expedia, Booking.com, Orbitz, Travelocity, Cheap Tickets, Hotels.com, Despegar.com and Priceline so you can book your UrbanRoyal Puerta del Reloj reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.

Owners: What's your side of the story?

If you own or manage UrbanRoyal Puerta del Reloj, register now for free tools to enhance your listing, attract new reviews, and respond to reviewers.