I came to visit the Four Points Medellin on a three night visit on my journey down to Peru. Other reviews provide an adequate review of the rooms and amenities of the hotel. I was given a corner room which was decent in size, but had a rather small bathroom. The hotel was hosting a convention and was sold out. Because of this the internet came to a crawl. The noise inside the hotel was not very loud, but there is a fair amount of street noise so I would recommend a higher level floor if it is possible.
I have not given many 1 out 5 reviews on Tripadvisor. During my second night I had a family friend come to pick me up at 7pm to take me to my friend's home for dinner. I received a phone call from the front desk letting me know my guest had arrived. I told them thank you, if you could send my friend up that would be great.. but the person working the front desk refused and said I needed to come down. Arriving at the front desk to pick up my guest they asked for her passport and made a photocopy (this is normal when you add a guest on to a reservation and not have someone stop by). The agent then said that he would be charging me for an extra guest on my room. I told them that was not necessary, that I had brought several gifts from home for my friend and would be in the room for no longer than 5 minutes. He insisted that the rules of the hotel stated that any guest after 7pm would be charged to the room. At this time I noticed many people coming in and out of the hotel. None of which were asked if they were paying guests.
I told the front desk agent to show me this "rule." He pulls out a pamphlet that is given to each guest during the time of check in that states every guest staying the night needs to be a registered guest. I told him that no where in this pamphlet did it state a time in which you needed to be a registered guest in order to enter the hotel. I then told him that I was on an award stay and that if he needed to register my guest that I am allowed one extra person for free. I was deeply offended and my friend's daughter's face was bright red with embarrassment.
He turned to the other front desk agent and told her in Spanish (I had been speaking English) that he planned on making me pay for every prostitute I had visit my room and went on to call me several names not knowing I was fluent in Spanish. My friend was waiting in his car outside and to have his daughter called an escort while she came in to help me bring down gifts to bring to dinner was beyond belief. I asked for the manager on duty, there was no manager. I contacted the Starwood corporate office within the same hour and detailed what had happened. They gave a sincere apology and stated that there is no hotel policy that a guest needs to be registered after 7pm to come to a room and that I would be contacted by the hotel's management.
Two weeks later the guest service manager wrote me an email stating:
"Your evaluation and comments are important to improve every day the quality in our services. We want to offer an excuse to you, by the disadvantages that appeared to you in our hotel, regarding what happened again want to express that this procedure is necessary escort, for their safety and ours as we must abide hotel standard has been implemented, is security policy of our hotel, we appreciate your kind understanding."
I cannot tell if they are once again calling my friend's daughter an escort, but after showing this response to the Starwood corporate office they agreed that this was not sincere apology or even an adequate response to the situation and offered to refund me my last night's stay. I can understand if a hotel has a problem with prostitutes, but I am under the impression that this hotel is not trying to prevent this illegal activity from happening at their hotel.. but instead trying to capitalize on it and make guests feel uncomfortable.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
July 23, 2013
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Receive a cordial greeting and the best wishes from Four Points by Sheraton Hotel in Medellin.
Thank you for choosing our hotel for your visit to our City, at the same time, we would like to thank you for your comments on TripAdvisor web page. Your reviews are important to improve every day the quality in our services.
On behalf of all the Four Points by Sheraton Medellín staff, we would like to apologize for the inconvenience that you've had during your stay, this is a topic to which we are working to improve it, we know that there are flaws, and the first thing is your satisfaction.
We would like to thank you for your patience and consideration.
We are looking forward to offering an exceptional service and each of your comments will be taken into account.
We hope you visit again our hotel and our city, "the city of the eternal spring".
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.