Hotel Laureles Plaza

The room was very basic and small, with just one light in it and two in the bathroom. The bed and pillows were comfortable, and there was air conditioning and a safe. There isn't a coffee or tea maker, and the minibar fridge is small, so I'd buy water, juice, and snacks at the D1 less than a three-minute walk away. My hand soap was empty at check-in, and I had to go downstairs to refill it. There were ants on the bathroom floor every day. I really enjoyed sitting on the sixth floor and using the jacuzzi there, which is open until 9 pm. Breakfast was a tasty free buffet, and free coffee was available in the lobby anytime. The location in Laureles is handy, with lots of places to eat in what I understand is Medellín's second-safest neighborhood. Most of the staff were helpful, though the person who checked me in ignored the online form I'd spent 30 minutes completing and needed another staff member's help to do the check-in manually.

I stayed for 12 days in Medellin and thought the hotel was perfect. It's close to everything and very clean. There's a rooftop jacuzzi with lights, plus a bar, kitchen, and restaurant downstairs. Everything you need is here. Highly recommend it.

The ants were the last straw. I woke up to them all over the room, and after the manager asked me to leave while it was cleaned, I came back to find plenty still there. Reception said there was nothing more they could do, so I left and booked somewhere else. They also refused to cancel the stay or refund me. I'm in hotels every weekend for work and thought my Booking.com Genius 3 status might help, but it didn't. Very disappointing customer service from this hotel and its group. I'll dispute the charge with Amex. I'd already had trouble at another hotel owned by the same group next door, so I was hesitant to stay here, but they wouldn't cancel the booking. I waited 30 minutes for the room, and then had to run the water for five minutes to get it hot.

The water has gone off three times during my four days here. Once it stopped near the end of my shower, and I had to use the reception cloakroom to shave and brush my teeth. Reception said it was fixed, but it still wasn't working in my room even though other rooms on the floor had water. A staff member came upstairs with me and it finally worked. The next morning it was out again, so they fixed it once more. I've changed rooms and hope this one is better. The service has felt indifferent. Staff turnover seems high, and reception often don't pay attention when you walk in, which makes me wonder about security. Breakfast staff are nice, but things are chaotic and you have to ask repeatedly. I asked for cornflakes with milk: first I got Fruit Loops with hot milk and was told there were no cornflakes, then they found some but brought them with yogurt. I finally got cornflakes with cold milk on the fourth try. Two days ago, they spent all day and into the evening hammering and dragging tables above my room for a function. Today there was hammering from 7 AM on a Saturday. I've stayed here before: it was fairly good in 2020, then had some issues on my next visit. Staff smile and say everything is fine after problems arise, but guests seem to come second. They need to anticipate issues, or at least tell guests in advance about work and water shutoffs, and show some respect. Maybe Colombian people tolerate this more, but right now I don't think the hotel suits foreign tourists. I seem to be almost the only one staying here, and I doubt I'll return.