Puerta Real

We loved sitting in the rooftop jacuzzi, even with the rain and evening chill. The water felt lovely, and the city view was great. The room was clean and new, with attractive decor and lots of equipment. When we mentioned a small issue to reception, they sorted it quickly and explained everything without delay. The apartment is right in the city center, handy for attractions, shops, and restaurants.

They moved us to an apartment that was faultless. The staff who checked us in were really friendly and helpful.

We had such a good stay, and the warm, friendly welcome made a great first impression. The apartment was spotless, modern, roomy, and tastefully put together. It's right by the bars and restaurants and not far from the port. My friend and I loved it, and I'll come back next time I'm in Cartagena.

The apartment itself is lovely and close to everything, which makes our stay all the more disappointing. We had to raise issues with staff several times, and the way management handled them left us feeling mistreated. I own a business and rarely leave a bad review, but I feel strongly about this one. I won't return, and I doubt the business can last with this approach to customer service. The hot tub was only 28 degrees when we arrived. In winter, that was far too cold for us to use comfortably. We expected something around 38 degrees, but staff argued that most guests prefer it cold. That might make sense in summer, but not in winter. Elena at the front desk understood and tried to reach management, while the man on duty was exceptionally rude and insisted people wanted cold water. We weren't allowed to speak with management. The only offer for losing use of the hot tub on the first day, along with the other problems, was an extra hour and a half before checkout. Since the apartment was booked for the day we left, that would leave the cleaners only an hour and a half to clean the whole place. I suspect that helps explain the condition, though the cleaners themselves aren't to blame. The floor was dirty, there were unwashed glasses in the cupboard, and the coffee machine had old coffee and pods in it. We couldn't use the kettle because it tripped the electricity. We lost power for two hours before anyone answered my messages, and the electricity went off every day of our stay.