NH Collection Bogotá Hacienda Royal

I got this wrong at first, and I'm glad to say the hotel itself treated us wonderfully. The problem came from the call center that directs calls to the hotel, not from the main hotel. Once I spoke directly with the hotel, they did everything they could to help, even though they weren't responsible for what happened. They went above and beyond and made sure it wouldn't happen to anyone else. My daughter and I were welcomed with so much warmth and respect. Thank you, Carlos, Lucienda, and everyone at the front desk. I loved seeing the pictures of everyone's beautiful cats. This will be our place to stay whenever we visit bogota, and I definitely recommend it! I called to confirm my reservation for TOMORROW and pressed the option for English. A man answered rudely, asking what I needed. When I asked for someone else, he asked if I needed a reservation, then asked why I wanted to speak to someone else. After I repeated myself, he sent my call back to the beginning instead of transferring me to another professional person. I was waiting for a callback and was going to cancel. That call was disgusting behavior. If you're looking for good customer service, this is not the place. Please DO BETTER ❌

The breakfast was excellent, and the restaurant waiters were friendly and nice. The rooms are okay, though they could use some updating. The single-pane windows let the heat out, and since it was quite cool outside and the AC only cools, we had to request a heater. It arrived quickly. Reception could use more customer service support. The center of Bogotá is about a 30-minute taxi ride away, which isn't too expensive, and there are nice bars and restaurants nearby.

I've stayed here twice now, and this is my favorite hotel in Bogota. The employees are professional, kind and welcoming, and I've been really pleased with the service. There are lovely views and good restaurants nearby. The hotel itself has a bar and restaurant, gym and spa area, and connects to a mall with lots of cute little shops. I look forward to coming back on my next trip.

The staff are very nice and the location is good, but at the same price there are better places to stay in Bogota. The hotel needs renovation, the rooms look a bit old, the shower pressure was weak, and breakfast wasn't great.