Hilton Cartagena

Carlos made check-in easy, and we had a lovely beach view from our room. Everyone was attentive. When I asked whether I could warm up my leftovers, a kitchen worker came to pick them up and brought them back nicely plated. Really thoughtful service.

Just no. I booked expecting a Hilton, but beyond the name, this place felt like a dated all-inclusive from the 90s, and a bad one. The old carpets and layout gave me pause when I arrived, but I decided to give it a chance. I regretted that from the first day. Most of the staff, with the pizza chef as an exception, came across as rude, dismissive, arrogant, and untrained. It felt like I was interrupting their vacation. The hotel needs serious staff training and better organization. The building itself also badly needs updating. Management and the owners are responsible for setting standards and fixing these problems. To me, this is a beachside castle staffed by people collecting a paycheck, and little more. I also doubt some five-star reviewers know what that rating means or spent more than a day or lunch here. The hotel was sold a few years ago and kept the Hilton name, but it no longer felt like Hilton to me. A real disappointment.

The beach right behind the hotel made for a beautiful view, and there were street vendors, shops, and local food within walking distance. My family and I also found the staff caring from the start. Oscar, one of the bellmen, was always cheerful and asked about our plans, then checked in when we came back. It was a birthday trip, and room service surprised me with a cake. I’d come back for sure. And get a massage at the hotel spa if you can, the tea is wonderful too.

We may make this our February escape from the cold every year. The hotel sits tucked away at the end of the street, so it feels private, with more ocean, pools, and amenities around. For us, returning here is an easy decision. What really stood out was how naturally kind everyone was. From the front desk and greeters to the restaurant, maintenance, outdoor staff, salon, and spa, people were smiling and happy to help even when things were busy. Yerisa Paternina and Leonardo Salazar turned around our clothes cleaning and pressing quickly, even though we asked at short notice. We felt the team cared about us, not just that they had to be polite. We’ve never had customer service like this anywhere else. Thanks to everyone for making the stay so good.