Estelar Square

I tried calling reception at night, but no one answered, even though it's supposed to be available 24/7. My check-in was delayed by more than three hours, and when I finally got to the room, the toiletries were all empty. I asked to have them refilled, but nothing happened, leaving me without soap to shower. Poor service and no attention to basic details. Wouldn't recommend it.

We booked this hotel for nine nights as two couples, especially because of the rooftop pool. At check-in we asked if the renovation would definitely be finished on time, and staff said absolutely. Ricardo Reyes, the operations manager, left a note saying work would be done by December 20, tomorrow. We've now learned that was a lie and it won't be finished until December 23. That means we can't use the pool at all during our stay. The renovation was the hotel's choice, not ours, yet we've had no refund or offer of a room discount. We feel we're losing out, and we're very disappointed by the service and how management handled it.

The bathroom flooded because the shower door leaked. We only had two towels for three guests staying several days, and the bedside light didn't work. The room was missing essentials like toilet paper, a hairdryer, and an ironing board. When we asked for toilet paper, they brought just one roll, and it took over 30 minutes to reach our room. Check-in also took 45 minutes, and the pool was under maintenance.

The people here are so kind, and housekeeping is gracious. The lobby is spacious, and so are the rooms. You can walk right across the street to the mall, and the grocery store is easy to get to as well. This is the best hotel in Medellin, and I highly recommend it. I'm staying somewhere else now, and the service just isn't the same.