Uukam by Bernalo Hotels

I booked a room based on the photos and description, but the room I ended up in at the sister hotel, owned by the same company, looked nothing like what I'd booked. I was still charged the same rate. Getting a refund has been a complete nightmare. I'm a Genius Plus member on Booking.com, and even with Booking.com staff calling the hotel several times, nobody answered. Management told me to go back to the original hotel, then I got sent back and forth, with no one taking responsibility. I felt like I was being kicked around like a soccer ball. To explain how this started: I left home at 4am on January 1st, 2026 for Medellín. After two delayed flights and nearly 18 hours of travel, I arrived about six hours later than expected. I was worried about missing the 10pm check-in deadline, so I contacted the hotel twice on WhatsApp. Both times they said, “one moment please,” then never followed up. No explanation or reassurance. I arrived just before 10pm and was told all the available rooms had water-leak issues, so they’d send me to the sister hotel. It was late and I was exhausted. I just wanted a shower and a bed, so I agreed rather than argue. I booked another hotel immediately the next morning. Easily one of the worst hotel experiences I've had: misleading photos, poor communication, and no accountability. DO NOT STAY HERE. DO NOT BE FOOLED BY THE PICTURES.

The room's bathtub was meant to make for a romantic night with bubbles, chocolate, and champagne, but there was no hot water, and the whole getaway was ruined. When I asked to cancel and get back the advance payment, they refused. I left with them still holding the money for the four nights I hadn't used. I told my bank and Booking.com, and both said the hotel should refund it. The suite also had no window to open for fresh air and no phone for reception or room service. The pillows were lumpy, and they ignored my request for a softer one. I felt cheated and disrespected, and they wouldn't take responsibility.

This awful place was a bad addition to the neighbourhood.

Just bad. Really bad.