Hotel Plaza Miranda by AW

Hotel plaza Miranda managed to turn the stay into a mess from the start. They first gave us a different room, then the receptionist asked us to move to another hotel they own because a large group was coming and they needed the extra bed in our room. We agreed to help, but the other hotel was completely different from the one we'd originally booked. When we called management to complain, they said they couldn't move us elsewhere and told us to come back the next day for a refund for the nights we wouldn't stay. We had to gather all our things and find another hotel close to midnight, and it cost more than our original booking. Now we're waiting at reception for the refund, but the manager is nowhere to be found. Never again.

We booked 16 nights, but after the fourth night we were trying to get a refund for the remaining 12. We sent four emails and spoke with staff, with no luck, and had to contact Booking. They eventually handed over the money after we called the police, but first said they would transfer it to our account. That never happened, so I went to reception to collect it myself. Jonathan spoke to us in a way that felt intimidating, and I answered in the same tone. We’re not foreigners, and the money matters to us too. It shouldn’t take this much trouble to get back money for a service that wasn’t provided. There were other problems during the stay: the room had no window, the noise was very loud, and neither the phone nor internet worked. There was no breakfast buffet, and the people at the entrance gave us the worst customer service ever. They also charged more than the original Booking price for “something about insurance.” If you book through Booking, the hotel is the one charging you more. If a guest isn’t eligible for a service offered on Booking, the hotel shouldn’t give their room to someone else. If you’re a foreign visitor and need help, call 123 from your phone or ask someone who doesn’t work there for assistance.

The room was clean and comfortable, and the staff were helpful. They also have a shuttle to the airport in Bogota.

I spotted roaches, and the towels I asked for never arrived.