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“Great days in La Heroica..!!!” 5 of 5 stars
Review of UrbanRoyal Puerta del Reloj

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UrbanRoyal Puerta del Reloj
3.5 of 5 Hotel   |   Plaza de los Coches Cr 7 # 34-10, Cartagena, Colombia   |  
Hotel amenities
Ranked #62 of 118 Hotels in Cartagena
Cali, Colombia
1 review
“Great days in La Heroica..!!!”
5 of 5 stars Reviewed February 19, 2013

After a couple years without visit my beloved Cartagena and the first time for my wife, I only can said that the hotel was the right choice.The reception staff is very helpfull. Camilo and Maria Alejandra did an excellent job with Us, they really know how to make guest feel like home, and the same with the staff in the cafe - they are great. And the more important thing - the food... is good (try coconut lemonade). On the other hand, our room was roomy, clean and fresh, nice bathroom and pretty good amenities.
Overall, the hotel is another treasure of Cartagena!! if you are looking to stay for several days it will be a good choice no regret..!!!

Room Tip: The highest floors are the best, nice view and quiet.
See more room tips
  • Stayed February 2013, 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
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96 reviews from our community

Traveler rating
    32
    46
    14
    3
    1
See reviews for
7
47
5
12
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 (10)
Date | Rating
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English first
Melbourne, Australia
Senior Contributor
47 reviews 47 reviews
46 hotel reviews
Reviews in 37 cities Reviews in 37 cities
38 helpful votes 38 helpful votes
3 of 5 stars Reviewed February 10, 2013

The hotel itself it awesome - great location right next to the clock tower (walking distance to everywhere), modern building and rooms, excellent food at the cafe downstairs and a really nice rooftop pool.

However, service can be really poor. It took almost 4 weeks of emailing to sort out a transfer from the airport to the hotel and then find out the price. This was extremely frustrating given the numerous emails to the hotel and the cryptic answers or no answer for days. Also at the cafe, while the food is very good, it will take longer than 40 minutes to get a sandwich & juice and 15 minutes to get your bill. Reception staff, on the other hand, were really good.

  • Stayed February 2013, traveled solo
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 2 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.
New York City, New York
Contributor
17 reviews 17 reviews
10 hotel reviews
Reviews in 12 cities Reviews in 12 cities
11 helpful votes 11 helpful votes
3 of 5 stars Reviewed January 29, 2013

We were in CTG for a wedding and opted to stay here due to the more moderate price per night. The hotel is conveniently located to a lot of things in the Old City. The front desk staff were friendly and helpful when we had questions. We generally do not have housekeeping come in during our stays so I cant really speak to their service. I would suggest looking at the room before taking it. We ended up with a room on the second floor that had windows that faced an internal stairwell and not outside. It was a bit strange. We decided it was too much trouble to ask to move and we didnt go to CTG to spend time in the hotel room so it wasnt such a big deal. I agree with other reviewers that it's not the quietest place to sleep. Hotel had DirecTV and free WiFi. Always a plus.

  • Stayed January 2013, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
New York City, New York
Reviewer
5 reviews 5 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
5 helpful votes 5 helpful votes
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 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Philadelphia
Senior Contributor
28 reviews 28 reviews
9 hotel reviews
Reviews in 16 cities Reviews in 16 cities
17 helpful votes 17 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
82 helpful votes 82 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
53 reviews 53 reviews
52 hotel reviews
Reviews in 47 cities Reviews in 47 cities
57 helpful votes 57 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.
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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 #62 of 118 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 
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