Apto en Cartagena de Indias

The staff service was the best part of my stay. The rooftop pool had good views, and the hotel is well placed in Bocagrande, close to restaurants and the walled city. My room was spacious, though it could use an update.

Loved it, loved it. The rooftop pool and bar have incredible views, and you get a great view from the suites too. The restaurant serves a gourmet, delicious breakfast and a variety of meals. Everything in the room or suite looked good, was clean, spacious, and well equipped, just what I expected. Reception was courteous and well mannered, and the staff were super kind and professional. The hotel is right in the heart of Bocagrande. An amazing experience at CAPILLA DEL MAR, five stars don't feel like enough.

Breakfast was okay, and the pool closes at 7 pm, but the rest of this stay was horrible. We arrived to no hot water and had to take a cold shower because we had a tour and couldn't report it right away. We had booked a room without a balcony, but nobody told us the windows were sealed and looked onto nothing. The glass was covered, there was nothing to see, and we felt like we were in jail. When I complained, the manager almost laughed in my face, as if he didn't care what I thought. He claimed this detail was on the hotel webpage, but I checked and couldn't find it. They hide it for obvious reasons. Crooks. The customer service was awful, and arrogant people shouldn't work in a hotel. I’ll never go back, even if they paid me.

Access to the beach and the nearby restaurants was the best thing about this hotel. The staff were mostly helpful and pleasant, and I had no issue with them. But the rooms are dated and smell damp and moldy, and there’s nothing luxurious about the place. It’s old and an eyesore. Across the road is an abandoned building, and construction along the beachfront makes the area feel very undesirable. A storm came through overnight during our stay, and this (pics) was what we had to deal with for the next two days. I’m sure there are better options around.