Finca Hotel Guadalupe

The rooms were comfortable and the pool area was very nice, but the customer service was terrible, really nonexistent. Nobody helped with luggage or welcomed us or said goodbye. At the pool, no one came over, there was no menu, and nobody offered anything. We had to ask, and even then things either didn’t arrive or weren’t available. We went for New Year’s Eve, but ended up going to Santa Fe de Antioquia Park and only came back to sleep. Our reservation included breakfast and lunch the next day, yet the portions were incredibly stingy, measured so precisely that we got no more than necessary. Even the bathroom toiletries were mostly water with very little soap.

I decided not to stay because the lack of transparency left me distrustful. Before Easter I asked about the rate, then contacted them two days later to book and got a quote 100,000 pesos higher. They said the owner had raised prices for Easter. The rate increase seemed arbitrary, with no clear peak-season pricing policy, and I found it unethical toward customers. If room prices are handled this way, I can only imagine the food prices. I replied on WhatsApp, "I'm not interested. I find this to be a lack of transparency with the customer." I’ll choose places with good quality and service that inspire confidence and respect their customers, rather than places that seem focused on profiting and taking advantage. This isn’t one of those places.

The argument at check-in left us feeling unwelcome for the rest of the stay. The receptionist harassed us because she was worried we’d leave a negative review. Other staff were fine. We couldn’t pay by credit card, even though the booking app allowed it. They blamed too much internet traffic and said their device wasn’t working, but the neighboring hotel had no trouble. I paid cash and got no receipt, and all the money was just piled up. They didn’t check passports. The internet was a disaster, with none in our room and only occasional connection elsewhere in the hotel. The shower swung between cold and hot, the shampoo was mostly water, and we found toiletries left by previous guests. The toilet seat was loose. Our room faced a busy street, and traffic was a nuisance, with incredible noise from a nearby nightclub as well.