Hotel Finca Pozo Azul

Okay.

The steep walk and dark path made getting to room 08 difficult, especially with my elderly mother. It's the room farthest from the hotel, and there was no nearby light sensor on the stairs, so we had to use our phone flashlight. When I asked Erika, who worked reception and the kitchen, if we could move rooms because of my mother's condition, she said no without empathy. She seemed serious and unfriendly from the start. Later, when the guests upstairs kept banging and moving furniture late at night, my mother couldn't sleep. I messaged Erika and got no reply. The next day, when my mother brought it up, Erika said it was a large group and “too bad,” which felt completely indifferent. There were lots of ants across the floor the first night when we turned on the light. It was distressing. Iván was very kind and helpful. He called Erika, and they cleaned, but by around 10:00 p.m. the ants had returned. I saw a nest at the base of the bed and tried to reach Erika by phone and text. They came back, but she didn't offer us another room. Iván took apart the bed frame to deal with it. Erika said without empathy that we would have to use one bunk bed and one flat bed because “there weren’t any more.” Iván had a much better attitude and found a bunk bed frame from another room so the bed could be set up properly. The cleaning Iván did the first time was excellent. On later days, someone else only straightened the blankets and emptied the trash. They didn't sweep or clean the bathroom, despite the dust and leaves around the farm. When we asked for a sweep because there were dead ants, they got annoyed and stopped greeting us. Breakfast was the same each day apart from a change in bread or fruit. There were no eggs made in other styles or other choices. Broth was offered just once, at extra cost. When a large group was staying, they were served first and the regular menu was put on hold, with one lunch for the whole hotel. Ours was rice with chorizo, a potato, and tomato and onion for $35,000, expensive for the amount and quality. The restaurant menu is limited too. At dinner, I asked if they could swap the hamburger bun for an arepa, and they agreed. When we paid almost $300,000 COP in total, I was charged for the more expensive burger. Erika said rudely, without looking at me, that the arepa was the reason, though nobody had said it would cost extra. The cell signal is poor and Wi-Fi doesn't work well, so even asking for help was difficult. I want to recognize Iván and Nicol, the waitress, for their excellent service. The property has potential, but customer service, empathy toward older adults, noise management, connectivity, and cleanliness all need improvement. Erika and the cleaning person with long hair in a braid especially need to improve their attitude.

The staff were friendly and did what they could with the resources the owner gave them, but the business itself is lacking. The rooms were clean, yet the bathroom always smelled like urine because something seemed wrong with the sewage, even after flushing. Wi-Fi and cell reception were both poor, which made the discomfort worse. This place seems aimed at couples rather than families, with no entertainment for children apart from a corner of the pool with a water jet. The menu is limited and the food is expensive. For me, prices felt like three times what things should cost, so it makes sense to look for solutions in the surrounding area. The pool has beach sand, which sounds like a good idea, but the sand gets into the water and makes it uncomfortable. They don't take credit or debit cards, which is frustrating given the prices and that they could cover the taxes and 3% Wompi tax. Accounts are kept in notebooks and notes, so settlement mistakes tend to happen. It's good overall, depending on your taste, but there are real issues.

The natural setting is beautiful, with pleasant spots to unwind, but our stay wasn't fully satisfying. The food fell short of what we expected and the price didn't feel right for the quality. Some of the service was fine, though one kitchen staff member was unfriendly and left us with a bad impression. A visitor's dog also got into the pool during our stay, which was inconvenient and unhygienic. Things like that need to be handled so guests can have a better experience. The property has potential, but customer service, service overall, and enforcement of rules need significant improvement.