Four Points by Sheraton Bogota

The coffee and staff were the only good parts. Breakfast was terrible, with food that wasn't fresh and warm dishes often served cold. They also didn't change the towels on the first day. On the second day we left them on the floor, but staff took them away without leaving clean ones until we called.

The staff were wonderful, kind, and very helpful, and the hotel was lovely. The rooms were clean, and the view from the gym was beautiful. It's a nice hotel, and I'd go back. The one thing I found excessive was that I couldn't visit my sister's room directly. We arrived together, but had to meet on the third floor to go to her room, or mine, or our floor. I don't know whether that's good or bad, but it felt like too much. I thought it was a very nice place.

Getting my car back during the construction turned into the main frustration of my stay. After the hotel parked it and held the keys, I had to wait on a lower floor that was dirty and smelled unpleasant, then ask someone for help when I couldn't stay there any longer. It took a while, but the staff brought the car up, apologized in a handwritten note, and sent a light snack to my room. I appreciated those gestures and felt management had listened. I’m a Marriott Bonvoy Gold Member and tend to expect a certain level of organization and service. The hotel had warned me in advance about the renovation and apologized, so I was prepared for some disruption. The staff were kind throughout, and I think the confusion was temporary, but I hope it gets sorted out soon. Thanks for taking my concerns seriously.

UPDATE: The GM, Alejandra, says something that isn't correct. Either her employees are lying to her, or she's more likely trying to save face. My wife was approached not just by security, but also by a woman from the restaurant. Nobody asked for her room number. They asked who she was waiting for, how she knew the guest, and whether she was there to do business and why they were meeting at the hotel. It came close to accusing her of being a prostitute without actually saying so. Those questions were completely out of line. Alejandra, how would you feel in our place? You also never sent my points. Where is your accountability? My wife had checked in with me using her passport, yet at one point staff physically escorted her to the front desk to verify her registration again. On several occasions, she was questioned about why she was at Four Points Bogotá, who she was waiting for, and whether she was doing “business.” Her modest dress doesn't make that treatment acceptable. I tried to deal with management, but the General Manager wouldn't speak to me. I waited in the lobby for four hours and got nowhere. As a Lifetime Gold Marriott Member, one year short of Lifetime Platinum, I expected much better service and accountability. They offered a small cheese plate and 5,000 points, but six days later I still hadn't received the points. I'm extremely disappointed. I strongly advise people against this hotel. Guest dignity and safety matter, and management's failure to address this reflects poorly on both Four Points Bogotá and GHL Hotels.