I am from the industry and know hotels all too well. 33 years to be exact. I hate writing this review as I deal with them all the time and believe having a conversation is much better than a bad review but.... I have tried that 2 times already in just 1 day and nothing has changed. We wanted to pre- check in early yesterday so we dropped off our bags before heading out on a boat ride for the day. We explained that the room was paid for prior to our check in, not GTD for making the reservation but paid for. We asked please look into it as you have all day as we will not be back until 6 pm. Returned at 6 pm just to be told by the next shift the same exact thing. No pass on information was left in their shift pass on. We go through the same thing again.... Just to tell the same story. PS- the person made the reservation as a gift to my wife and I while in Cartagena. She is from Bogota. So now the front desk calls her and of course she is mortified. They straighten it out and take my CC for incidentals only. Perfect. We get to the room and we ask the bell person please we are going out but we need more cream and coffee for the room. Return from dinner no extra coffee and cream in the room. Last night on the way out we asked for dinner reservations to be changed and and some cxled. Never happened and was passed on to the day shift only to have the person wait for us to approach them for her to say " they gave it to me but wasn't taken care of". We asked for a late check out for tomorrow and wanted to pay the late check out fee until 3 pm. No worries about the money at all . I totally get it and normally we also say please call down tomorrow and "we can see what we can do". There is a difference of someone wanting to pay 1/2 charge and someone wanting it extended for a no charge fee. I am trying to give you my money. Look I get it . People who read this will think... Here is a family who just is angry and from the USA and didn't get what they wanted . This is not true at all and my wife speaks Spanish so its not because there is an mis understanding. Lets re-wind Came to the hotel to drop bags and gave information to FD. Knowing what I know I said lets make sure its paid for so we don't have to deal with it at 6pm. Gave information so shift could follow up and be ready for our return. Didn't happen - There was no cost to have the desk work on this while we were gone. Returned to have to repeat the same thing to 2nd shift . They could have at least been prepared and they weren't and asked use again to send the email information over to their email address which was already done and they had it in their hand. I explain to my staff all the time ..... Every hotel room in the world is exactly the same when you close your eyes at night. It's dark. The difference is service. Things will happen and it's ok, but it's how you recover is the key. People stay at hotels for service. We moved from another hotel after 2 days just to try another place in Cartagena. Two hotels only blocks away with 2 totally different experiences . It may have been an off day for the hotel , but I am here yesterday, today and tomorrow and My experience has not been the same as the reviews and its important to know this. Hotel is nice, Staff are nice but hospitality is anticipating guests needs, hospitality is 1000 details and most importantly hospitality is trying to create a raving fan for your hotel.…
Absolutely fantastic 4 night stay. Stunningly beautiful hotel from the lobby to the rooftop terrace. Rooms were very comfortable and the staff were exceptional.. Location is great, quite literally under the old wall of the city and close to a range of decent restaurants and shopping. Every meal we had locally was outstanding. Muy buen
The Charleston staff was incredible. Natalia made sure we had everything we needed in our room, reserved restaurants (which were all amazing) and sent a nurse to our room for our Covid test. The rooms are beautiful with ocean views and so comfortable. And don’t miss the roof too pool, the views of the city and ocean are as awesome as the service at the bar. The outdoor shower is a must too.
I was beyond impressed by the staff at Charleston Santa Teresa, Carmen Gonzalez the GM is one of the nicest, warmest managers I’ve ever met. The entire staff was so kind. The housekeeping was incredible, she even would organize my makeup brushes etc,,,, which I really loved! The food was delicious, coffee amazing!! Room so clean & comfy, the view, lobby, gorgeous! The bicycles were one of my favorites because it’s the easiest fastest way to get around while still seeing allot. I will definitely be staying here again! Thank you
This hotel is great, exclusive, exceptional and luxury, the service from all the employees are awesome, all person know what is de best form to the guest are confortable and relax, all services, restaurants, inside the room, reception are ready to help you. Harry’s Sazzon are inside in the hotel and is the best restaurant, is exclusive and the service is perfect ! Congrats for lorena,( operation manager) Julian ( night manager ) Carlitos in the roof services, really was Unexpectative experience thanks !!