Please do not stay at this hotel.

I am a British Indian female in her 40s who has had severe racist treatment by the hotel in 2008/9 and 20013 when on holiday. The management has an indifferent reaction when I complained about my treatment.

On each occasion as I entered the hotel the security guards would stop me and ask me if I was staying in the hotel. I don't speak Spanish so my responses would be in English. Despite being we dressed and spoken (I look like an indigenous Indian), I was treated with immense rudeness and disrespect and told that I could not enter the premises (I was staying in an another hotel close by but wanted to do some shopping and dining). I insisted on speaking with reception who denied that I was being singled out and that they operated an open door policy. I indicated that on each occasion that I had entered the premises I had been detained and no other individuals (including 2 white British friends) had been stopped. The manner in which I had been spoken to by the security and bell boy staff was rude and aggressive.

I insisted on speaking to the general manager after speaking to an ambivalent assistant manager. I had to chase the general manager for a meeting such was the lack of interest in resolving the racist door policy. The manager insisted that there was no racist policy but when I pointed out my several experiences in 2008/09 and 2013 and the fact I could confirm that no white people/friends entering the premises had been detained, he denied that there was racism and everybody should have been stopped as per the security policy.

I have travelled to 90 countries and stayed in numerous hotels but I have never faced ongoing racism apart from this one hotel on a frequent basis. I will be writing to the company to outline my experience. I would suggest that if you are going to stay in Cartagena you boycott this dreadful hotel and stay in one of the gorgeous boutique hotels in the San Diego area which are sublime and know how to treat clients, irrespective of their colour, race, nationality or gender, with due respect and courtesy.

This was my first time visiting Cartagena and it won't be my last! Staying at the Sofitel Santa Clara undoubtedly made my visit over the top. Not only is the beauty of the property outstanding but the friendliness and service of the entire staff was exceptional! From the moment I arrived and throughout my stay I felt completely welcomed and at ease. Everyone was so friendly and helpful. I was there to attend a surprise birthday celebration which was planned with the assistance of Gustavo Castilla, the head butler of Sofitel Santa Clara. I cannot say enough about his professionalism and perfectly detailed planning! The surprise party went off without a single glitch and could have never happened without his assistance. He kept himself always available to me and even came into work on his night off to make sure the party was a success! I'd also like to make note of the tremendous help given to me by Marco Antonio, the Bell Captain of the Sofitel. He always made himself accessible, whether giving directions or arranging for a taxi or just checking up on my stay. I have to say the entire staff was a delight. The restaurants on the property were amazing, each one unique in style and flavors! This stay was like no other...it truly was an experience I will remember forever and I know for a fact I'll be returning to the Sofitel Santa Clara again!

The Sofitel Santa Clara was an absolute delight! This is the kind of property that one would normally associate with one of the "Ultra deluxe" brands - and it changed my perception of the Sofitel brand for the better.

We stayed in one of the duplex junior suites surrounding the old courtyard. The room was a magnificent architectural accomplishment, beautifully blending the old property with ultra contemporary steel, glass, and lighting. A huge sitting area downstairs, with its own half bathroom. The sleeping area and master bath was upstairs in a loft, and was extraordinarily quiet and comfortable. The only problem was that the A/C blows directly onto the bed - but we worked around that by shutting it down for the night.

The service was top notch - our room came with a butler that provided any assistance we needed.

Nice pool area with comfortable lounge chairs and poolside service.

Excellent food and beverage quality and service.

Did I mention that I *love* this property??