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“Service and standard you expect from Hilton” 4 of 5 stars
Review of Hilton Cartagena

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Hilton Cartagena
4.5 of 5 Hotel   |   Avenida Almirante Brion | El Laguito, Cartagena, Colombia   |  
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Ranked #45 of 127 Hotels in Cartagena
London, United Kingdom
Level Contributor
80 reviews
51 hotel reviews
common_n_hotel_reviews_1bd8 69 helpful votes
“Service and standard you expect from Hilton”
4 of 5 stars Reviewed March 15, 2013

I only had a flying visit here on business, so cannot comment on location for tourist purposes. I got a great welcome at the hotel, and a lovely room overlooking the sea and pool. The bar was ok, but a bit old fashioned - I tend to prefer more modern environments. The breakfast was very good with plenty of choice.

  • Stayed March 2013, traveled on business
    • 4 of 5 stars Value
    • 4 of 5 stars Sleep Quality
    • 4 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.
Vinod A, General Manager at Hilton Cartagena, responded to this review, March 19, 2013
Dear Guest,

We thank you very much for taking the time to share with us your recent experience at our property. We are very glad to know you enjoyed the comfort of our rooms, breakfast at Las Chivas restaurant and recreational facilities. We will continue to strive to do better each and every day making the experience in our hotel a special one.

We hope you can come back on vacation in the near future; it will be a pleasure to welcome you!

Cordially yours, Vinod Agarwal, General Manager.
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1,041 reviews from our community

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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    4 of 5 stars
  • Rooms
    4.5 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 (89)
Date | Rating
  • Dutch first
  • English first
  • French first
  • German first
  • Italian first
  • Portuguese first
  • Russian first
  • Spanish first
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English first
Cali
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
5 of 5 stars Reviewed March 14, 2013

Met my siblings for the weekend to celebrate my Birthday , weather was perfect , hotel very nice .

We enjoyed the pool , my sisters the spa,no complaints . Will stay there again .

I work for a hotel in Cali NOT related to the Hilton and we paid full rate .

  • Stayed March 2013, traveled with family
    • 4 of 5 stars Value
    • 4 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.
Vinod A, General Manager at Hilton Cartagena, responded to this review, March 19, 2013
Dear Guest,

We are very glad to know you selected our property to celebrate your birthday. Thanks! It is very good to know you and your sisters enjoyed our facilities.

We look forward to welcoming you back to the Hilton Cartagena in the near future.

Vinod Agarwal, General Manager.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
New York City, New York
Level Contributor
18 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
4 of 5 stars Reviewed March 4, 2013

Executive services in Hilton hotels are pretty good all over the world, with one exception. Cartagena. Executive lounges are pretty lively places due to free beer, wine and snacks. Not in this one. You have to pay for drinks, food is not existent and its really not worth the time. It's a pretty nice hotel at the end of peninsula peaceful and quiet . Private beach and nice pools, decent restaurant. Got Ok room, asked for better and got really great room at the tip of the hotel with terrace overlooking the pools and the bay. Beautiful . Thanks Isis ( that's her name) very helpful and professional ,good addition to the staff.

Room Tip: Rooms with a terrace.
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  • Stayed March 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
    • 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.
Vinod A, General Manager at Hilton Cartagena, responded to this review, March 7, 2013
Dear Christopher,

Thank you very much for sharing your message with us in this way, it is very valuable for us.

We are glad that you could experienced our service and facilities, I will personally share this message with Isis she will be so happy to know that she was very helpful for you and give her best to make your stay more pleasant.

Regarding your comment about the service in our Executive Lounge, I will extend your message to the department in charge in order to review all the details you mention.

Kind regards,


Vinod Agarwal
General Manager.
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Detroit, Michigan, United States
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
3 of 5 stars Reviewed February 27, 2013

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 positives:
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 negatives:
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.

Room Tip: Get the suite with parlor. it is totally worth the price. City view is more calming the ocean view...
See more room tips
  • Stayed February 2013, traveled with friends
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 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.
Vinod A, General Manager at Hilton Cartagena, responded to this review, March 2, 2013
Dear Guest,

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.

Best regards,


Vinod Agarwal
General Manager.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Stockholm, Sweden
Level Contributor
139 reviews
27 hotel reviews
common_n_hotel_reviews_1bd8 76 helpful votes
2 of 5 stars Reviewed February 25, 2013

Need a taxi to get into the old town. Preferably try and get a hotel more central.
For dinner try one of the restaurants in the area around the hotel.
Hotel has a great pool area.
Breakfast, bufféstyle, is below standard.

  • Stayed March 2012, traveled with friends
    • 2 of 5 stars Value
    • 1 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Vinod A, General Manager at Hilton Cartagena, responded to this review, February 27, 2013
Dear Guest,

Thank you very much for sharing your experience during your last stay at Hilton Cartagena.

It is very important for us having your feed back as it helps us to improve every day. Please be sure that we will put special attention in all the details you mention, I will personally share your comment about the breakfast with our chef.

We are gald you really enjoyed the pool area and the service offered by our team memebers there.

Please let us know about your next visit to Cartagena.

Best regards,


Vinod Agarwal
General Manager.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Washington DC
Level Contributor
30 reviews
24 hotel reviews
common_n_hotel_reviews_1bd8 26 helpful votes
1 of 5 stars Reviewed February 14, 2013

Run away! That's what I did. I was reserved for 4 nights for a conference. After the first night I left and went to a little hotel (Casa Maria) in the old city. Why did I run away? Because: the corridors smelled musty (upstairs) or of cleaning product (downstairs). The bar smelt unpleasant. There was nowhere serving any food after 10.30 pm/ I rang room service multiple times and they simply did not answer. When I prevailed on the front desk to intercede for me, they brought me the wrong thing. Even getting a beer was a huge problem. The decor is garish, and the place is a zoo. And its a logn way from the old city.

  • Stayed February 2013, traveled on business
    • 1 of 5 stars Value
    • 2 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Vinod A, General Manager at Hilton Cartagena, responded to this review, February 15, 2013
Dear Guest,

Your comments are very important and valuable for us. We are glad to have the opportunity to hear all of your expectations, and we do appreciate your time to write this review.

We have been taking special attention about all the details you mention, please be sure that we will take action in order to improve them.

We apologize for any inconvenience that we may have caused during your stay with us.

We would like to welcome you again to your home here in sunny Cartagena!


Best regards,


Vinod Agarwal
General Manager
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Melbourne, Australia
Level Contributor
40 reviews
17 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
5 of 5 stars Reviewed February 12, 2013 via mobile

What a great hotel. Great pools perfect for Cartagenas weather. The staff are all really friendly and the rooms are fantastic. The food is good even though the breakfast buffet can get a little busy and they run of things in the busy season.
This hotel isn't in the walled city but there are always cabs waiting at the hotel to get you there for a really small cost.
You can also arrange for a trip to one of the local islands which are amazing.
The only negative I can give is the annoying people on the beach selling things. The won't take no for an answer but once you are in the water it doesn't matter.
Two big thumbs up for this hotel.

  • Stayed January 2013
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 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.
Vinod A, General Manager at Hilton Cartagena, responded to this review, February 15, 2013
Dear guest,

Thank you very much for your comment, it is nice to know you really enjoyed our facilities and the warm service from our team members.

Regarding the annoying time you experienced with the people on the beach, this is something we care about as we have a guard 24 hours and our staff check on the area all the time, but as you know the beaches in Cartagena are not private so basically the vendors can walk and pass by the area and we can not forbid their access. Be sure that we have taken notes about this and sure we will continue working to improve this situation.

Thanks again for choosing us and recommend us.

We look forward having you again at Hilton Cartagena very soon.

Sincerely


Vinod Agarwal
General Manager.
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Additional Information about Hilton Cartagena

Address: Avenida Almirante Brion | El Laguito, Cartagena, Colombia
Phone Number:
Location: Colombia > Bolivar Department > Cartagena District > Cartagena
Amenities:
Bar / Lounge Free High Speed Internet ( WiFi ) Free Parking Children Activities ( Kid / Family Friendly ) Kitchenette Pets Allowed ( Dog / Pet Friendly ) Spa Wheelchair access
Hotel Style:
#9 Business Hotel in Cartagena
#12 Family Hotel in Cartagena
#12 Spa Hotel in Cartagena
#24 Luxury Hotel in Cartagena
#25 Romantic Hotel in Cartagena
Price Range (Based on Average Rates): $$
Hotel Class:4.5 star — Hilton Cartagena 4.5*
Number of rooms: 341
Reservation Options:
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Also Known As:
Hilton Cartagena Hotel Cartagena
Hilton Hotel Cartagena
Cartagena Hilton Hotel

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