I am writing this review not to dog the Hilton but to try and make them better. I have stayed in Hilton brand hotels all over the world so I know what kind of service they are capable of providing.
I reserved a 1 King bed suite and a 2 Queen bed suite. These are nice because they have living rooms, 2 bathrooms and a large private deck.
The price for the rooms was very good.
The hotel is very nice and has been upgraded well
There is a nice restaurant and the food was good for breakfast and lunch and really good for dinner.
The pool area s really nice and the beach is what you would expect for Cartagena. It being a private beach was a definite plus.
The location is great and there are many activites on site and nearby for individuals, couples or families.
The suite is comfortable, large and well appointed with a great view.
Tennis courts are nice and you can hire ball men and women as well as pros
The pool is nice, warm and spacious.
The housekeeping staff needs to be totally re-trained. They are pleasant and attentive but very inconsistent. They forget things like leaving enough washcloths or mouthwash or replacing the all of the soap. When we got to our room the glass railing about the deck was dirty and the deck floor needed to be swept and mopped. Once I made the request they came and cleaned it well but it took them a day to send someone.
The maintenance staff does not come in a timely manner to fix little things like the coffee maker and the alarm clock (which strangly could not be easily set). You have to make several requests and wait more than a day to get service.
I know this is horrible to say and I don't expect that everytime I go to a foreign country people should speak english but there were quite a few english speaking guests and the english of the staff was quite poor. In comparison when I went to the Sofitel Santa Clara Hotel where just about everyone there was bilingual or even trilingual. They escorted you around the hotel to make sure you get where you are going. They also explain their services in detail so you know exactly what is offered and how you can use it. The Hilton does none of this which is surprising because they have a lot of services. No one told us about the restaurant, spa services, catering services, that there is a tour agency and stores on the property etc. We discovered all of this on our own.
The TVs were fuzzy sometimes and no one knew why.
You can not charge items from the onsite stores to your room which is an inconvenience.
They do not do onsite money exchange which is an inconvenience.
The room service staff is not always knowledgeable about the menu and serveral times charged me for things that were included in the meal.
The flowers they put in the room looked second hand. Like they were week old flowershop giveaways.
Despite all of the negatives I had a good time at the hotel and would stay there again but the Hilton needs to have someone from Quality Control come through and tighten things up a bit. maybe send someone from the Conrad in the Brickell area of Miami. I stayed there recently and they could teach the people at the Hilton a thing or 2 about service.
Get the suite with parlor. it is totally worth the price. City view is more calming the ocean view...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for your comments about your stay in our property. Your feedback is invaluable and will be extremely useful when evaluating the levels of service we provide.
We are glad you enjoyed the comfort of our guest rooms, the pools, the food at Las Chivas Restaurant and our facilities.
Regarding your comments about the service offered by our house keeping team members in the room, we had taken special notes and be sure that we will continue to strive to do better each and every day making the experience in our hotel a special one indeed.
We look forward to welcoming you back to the Hilton Cartagena in the near future.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.