Best Western Plus Santa Marta Hotel

The rooms are decent and the staff are kind, but the hotel needs renovation and doesn't deserve four stars. Its location is very central, though the surrounding area feels a bit shabby. Breakfast was really poor for a four-star place. During all three nights of our stay there was no hot water for tea. I asked and waited 15 minutes. The rooftop pool wasn't great either.

The breakfast was a letdown, even with plenty of choices and different items each morning. Food quality varied a lot. The coffee was so weak it tasted like the filter had been used twice, and the tank was often empty. The scrambled eggs seemed made from powder and milk rather than real eggs. The breads were dull and dry. The arepas, fruit and a meat stew served once were delicious, though. They also put pancakes out on a special plate each morning, but it was nearly always empty when I saw it. The breakfast room felt cramped for such a large hotel, and the layout meant guests and staff had to take turns in some spaces. We were just one couple and arrived early, so we managed, but larger families who came later struggled to find seats. We slept really well. The beds were perfect, the rooms clean, spacious and had generous closets, and the bathroom had a stylish design. The AC and fridge worked well, although the fridge was a bit noisy at night. We were on the 12th floor and had an impressive city view. The rooftop was nice too, with a pool, bar and a lovely open view. It's sad that the area right beside the hotel looks like a slum, with garbage everywhere, because that takes away from the view. The hotel is in a quiet part of Santa Marta's historic center, within a short walk of both beaches and near a square with lots of restaurants. Staff were usually helpful and service minded, and let us borrow towels for the beach. But check-in was frustrating. We arrived at 2:30 pm and couldn't get in until 3 because the room wasn't “ready.” We didn't mind waiting until 3, but then a long, chaotic queue formed and we didn't get our key until 3:20. They say guests check out at noon, so I don't understand why people can't enter as rooms are actually ready. It would save time and frustration.

We loved our stay so much that we returned at the end of our trip. The rooftop feels luxurious and has excellent views, while the rooms are clean and modern. Front desk staff were helpful and spoke English well. The food at “blue ribbon burger” was delicious!

It was my first time in Santa Marta, and I'd definitely stay here again. The bed was comfortable and my room had a nice mountain view. Everyone was helpful and happy to assist, even though my Spanish is very poor. The staff were great, from the front desk to the restaurant and the people at the rooftop pool.