Hotel Galerias

My stay in Pasto ended with me leaving the city in the middle of Carnival because I had nowhere to sleep. All the nearby hotels were full, and when I asked this hotel to help me find another place, they ignored my messages. I had come for Carnival and made my Booking.com reservation in advance, before the events started. Once I was already in Pasto, they canceled it and wouldn't honor the original price. In all my years using Booking.com, no other hotel has made that kind of demand. They wanted three times what I had booked for, and canceled after I refused. They offered me an apartment shared with other people. I didn't feel safe with that arrangement, especially as a tourist who could be vulnerable to theft, but I had no other option and agreed. Then they canceled that too. They called while I was outside, but I didn't answer for half an hour because I was worried about my safety. Gangs of children in the area spray powder into people's eyes and sometimes rob tourists, so I try not to take my phone out while walking around the city. While I was unavailable, they rented the apartment to someone else. They made no effort to find me somewhere else to stay. The hotel showed no empathy for the mess it created. It took advantage of Carnival demand to raise prices unreasonably and treated customers who wouldn't pay the inflated amount with disrespect. This was deeply disappointing and fell short of basic customer service and fair tourism. I felt ignored and disrespected, and the experience was shameful and unforgettable. I wouldn't trust this hotel or recommend it to anyone. If they came to my country, they'd be treated very differently. I've found amazing hotels in Colombia with exceptional service, but this experience in Pasto ruined Carnival for me. Thanks to the hotel for that.