Hotel Hostal Caps El Poblado

The room was damp, and light from the terrace stayed on all night, so it was hard to sleep. The blanket was just a thin sheet instead of a proper duvet, and it didn’t feel clean or comfortable. When the TV remote had no batteries, it took staff more than an hour to sort out. A disappointing stay, and not what I expected from a hotel.

David made me feel welcome from the moment I arrived at Muuk Hotel. He was thoughtful about the little things, from checking that the room was set up properly to asking how things were going and sharing useful local tips. His friendly manner made a real difference, and his care for guests is clear. Mateo was also helpful and professional. I had a great stay in Medellín and would happily return. David’s service is a big reason I’d recommend the hotel.

The staff, especially at the front desk, were very nice and clearly tried hard to help guests from other countries. But I wouldn’t book this place again. The location was okay, though I’d choose somewhere nearer the metro or the neighborhood’s nightlife next time, and breakfast was limited. The room looked beautiful, but a lot of basic things were missing: somewhere to store clothes, hooks for towels or jackets, and even a trash can. The entryway floorboards were loose, which felt like a safety issue. We were also told there was a sofa bed, but it was just the sofa, with no pullout bed. During our four-day stay, the room was cleaned only once, after the first night. The bathroom floor stayed wet and collected dirt and lint, and the shower became very slippery. On my last morning I fell hard stepping in, leaving bruises and cuts on my hand and arm. There was dirt stuck to the bathtub too, though we hadn’t used it. I expected regular cleaning at a hotel that costs more than others in the area.

I wanted to like this place. It has a cool feel, lovely landscaping and birds, modern decor, a good location in el Poblado, and a nice breakfast. But it’s expensive for what you get, and our stay was the worst hotel experience I’ve had. The managers didn’t seem to take our problems seriously, and we felt treated like clueless complainers. We were in Medellin for a wedding. The room was pretty but cramped for two people with luggage, with almost nowhere to put clothes or bags. The mattress already felt cheap and worn, even though the hotel was only about a year old. We stayed in one of the modular rooms out back, where the construction seemed poor. On the first day, the shower had plenty of hot water, but the shampoo dispenser was empty and never refilled. There’s no shower door or raised edge, so water spread across the bathroom and soaked the tiny bathmat. The room was cleaned that first day, and the two towels and mat were replaced. On the second afternoon, when we returned to get ready for the wedding, no one had cleaned. The bathroom was still wet, there were no fresh towels or dry mat, and there was no hot water. We both had to take very quick cold showers without washing our hair. I told the manager on duty before we left, and he first accused me of lying about the room not being cleaned, until he realized which room we were in. A terrible storm hit Medellin on our last night. Water poured through the ceiling onto the bed while we slept, and my computer on a bench nearby was getting wet. I woke in time to move it. We put towels and pillows under the leak to protect the furniture and mattress, but the bed was soaked by morning. Rain also came through under the glass sliding door and drenched the clothes in our suitcase. There wasn’t really anywhere else to put it, and I hadn’t expected water to come in that way. It was a very uncomfortable night. I told a different manager at breakfast, but got no apology. At checkout, they charged us for two bottles of water. I asked if they could comp them, given the rain-soaked mattress we’d tried to sleep on and our soaked suitcase, and got an unfriendly look. The manager also insulted my husband, who had misunderstood the taxi driver and thought the coffee or hot chocolate the manager brought was for us. My husband doesn’t speak Spanish. The water wasn’t charged in the end, but although they said they’d email a receipt, I never received one, so I’m still not sure. The roof leak could ruin the mattress with mold if it dries out that way. I hope they replace it. The owners and managers don’t seem to understand hospitality, and I can’t recommend staying here if rain is in the forecast.