Ermita Cartagena, a Tribute Portfolio Hotel by Marriott

The front desk team made a great first impression. We came in around 11 a.m. from a cruise, and David immediately helped with our luggage and transportation. Sebastian combined our two bookings, changed us to a king bed, arranged a crib, and organized in house laundry despite it being Sunday and a holiday. We had a room by 11:40. Everyone at reception was friendly, helpful, and efficient, and David stayed outstanding throughout. The room itself was another story. After about half an hour walking barefoot, our feet were black from the floors. We asked for fresh sheets on the second night because the floors were so dirty. The cheap stick on flooring is lifting in places and seems to trap dirt, making it hard to clean properly. It felt unhygienic, especially for families with kids. Tile or another durable floor would be a big improvement. Other charges and details also disappointed us. Laundry at the hotel cost $120 USD for what was about one or two medium loads. Room service was overpriced too: our nachos were mostly a meat and cheese bowl with just a handful of chips, plus a $6 service fee. Towel service was inconsistent for two adults and a child. There was no coffee machine in the room, and the small coffee bar only operated at breakfast, with takeaway cups and powdered creamer. On our final evening, we tried to have a bottle of wine at sunset on the empty rooftop. They said there was a $30 corkage fee even outside the bar area, and sent us back to our room. They wouldn't make an exception despite our loyalty status and what we'd spent on drinks, laundry, and room service. The room's floors were the biggest problem, but the other costs and inflexible policies added up. I wouldn't rule the property out entirely, though I wouldn't make a point of staying again. The staff, especially David and the welcoming front desk crew, were exceptional.

We got a great deal with points, since the usual price seems too high to me. Still, I was happy we stayed. The staff were lovely, the design tasteful, and I preferred this location to Bocagrande. The building by the sea has character, and the old city is an eight minute walk away, or there's a free shuttle you can reserve. The pool was nice but intimate, with a big lounging space overlooking the ocean. The menu looked tempting, and breakfast was pretty good. I'd have preferred food that felt more inspired over staff dressed up as chiquita banana. Our first room smelled moldy and was quite loud because it was near the main street. Moving to a room toward the back fixed that. No coffee makers or robes, though maybe that's normal.

We checked in despite the setting, then decided quickly that this wasn't for us. The front door is only about two feet from a busy, loud highway. Nearby, a run down auto shop had trash out front and looked like drug deals might be happening there. The lounge, bar, and restaurant left a lot to be desired, and our room felt like a cheap Holiday Inn. In the tiny, dark bathroom there was hardly any light, and the plastic shower stall had visible mold and dirt. Pulling back the large window curtain revealed a view of a rusted corrugated metal roof and the auto body shop. We checked out and found a much nicer Marriott inside the walled city. This hotel shouldn't be a Marriott property; the brand name should mean something.

The service from Jose, Viviana, and Sheila was what made our New Year's stay feel so special. My mom and I were celebrating together, and these team members were kind, professional, and went out of their way to make us feel at home. We arrived to warm smiles and genuine hospitality, and the whole stay became one of our most memorable. Ermita Hotel is stunning, with cozy, charming details that bring together modern comfort and Cartagena character. The rooms and shared spaces both felt relaxing and luxurious. I'd highly recommend it to anyone looking for a welcoming place in Cartagena and a chance to make lovely memories.