I booked into the Casa del Noble Hotel Galeria for 5 nights over new year. I booked in August as I knew that Cartagena would be busy and wanted to get organised. I booked through Hostelworld and received confirmation that my booking had been confirmed and my deposit payment had been taken.
I emailed the hotel directly a week before we arrived to inform them that my plans had changed and that I only needed three nights instead of five. My email was never responded to.
On arriving in Cartagena, we were told by the extremely arrogant Andres that our booking had been cancelled and we had no reservation. I had received confirmation from hostelworld the day before to say that my reservation was confirmed and fully booked. However, he claimed that they had cancelled the booking. He never showed me proof of this.
After a heated discussion, where he was extremely rude and unhelpful, he said that we could stay in a room in a house up the road. We said yes, as there was no other accommodation in Cartagena for New Years Eve, everywhere was full, I had looked already. The room in the other house was pleasent, clean and there were two very nice Colombians working there.
We agreed that 3 nights was all we would stay for. I worked out the cost of the room for 3 nights, deducting the amount that I had paid for my deposit originally. I gave this to Andres and explained that I had deducted the amount that he had received from Hostelworld for my deposit. He claimed that he had never received the money from Hostelworld and that I needed to contact them to get my money back. Hostelworld do not give refunds. They pay the deposit directly to the hotels. After another heated discussion, he began shouting and screaming at me that I was robbing him as I would not pay the amount for the deposit again. He then threw me and my mother out of the hotel.
It appeared to me that my booking was not cancelled, he had doubled booked the room to get more money by moving us to the other 'hotel' which looked more like a house that he owned. The money then went into his own pocket. There was another, pleasant lady there who helped us and she said that this happens frequently.
DO NOT STAY AT THIS HOTEL. Andres is arrogant, rude and totally unhelpful. He is greedy and just wants money for himself.
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