similar to other reviewers, we found that what we had reserved through American Express was not what was offered to us when we arrived. After we had a discussion, they did 'upgrade' (tho this was NOT an upgrade as we had it confirmed to us as a deluxe room by AMEX) to a deluxe room tho it was the least of the deluxe. A nice room but there were no apologies and no manager to discuss this with. We had a reservation for 5 nights and finally got to who we thought was the manager on the 4th day - Others we saw were offered juice on arrival and other amenities but perhaps as we arrived on a Sunday, we were offered nothing. The man who showed us our room went off to check how to open the window only to never return and when we asked what happened when we went back to the lobby, we were informed that the windows did not open! English is obviously not spoken regularly as we were often avoided. We choose this hotel as it was a medium sized hotel which we thought would therefore provide us with a concierge service in English - but this was not the case. There was no concierge but only an outside travel agent who had a window to book tours. When we asked about any concerts or art events, we weren't given any information but found out later on that there was a large concert as a book fair commenced the day before we left but by then it was too late. It was inconceivable that they were not familiar with what turned out to be a huge concert in a main square and obviously a main happening that week. We also never received a wake up call which could have been disastrous had we not set another alarm on our phone.....just in case. The desk was also pretty useless with shopping recommendations - There was NO list of restaurants tho we got one from the concierge at a competing hotel across town!
The good news is the location and the upstairs pool - tho small for swimming - is delightful -
the food for breakfast and lunch was served beautifully. Very disappointed in the service at the hotel - but loved being in Cartagena nevertheless.