The room itself was beautiful, and the staff was polite, which is why this experience was so disappointing overall.
I booked this hotel for three nights specifically to enjoy the pool and breakfast. I arrived around 11:30 AM, but was told I could not check in until after 2:00 PM, forcing me to wait over 2½ hours just to access my room and drop off my bags. Because I was on a very tight schedule with only three days in Colombia, this was already frustrating. I wasn’t able to fully settle in until around 3:30 PM.
When I went to the front desk to ask about the pool, I was shocked to learn that it closes at 5:00 PM, which is extremely early. By the time I checked in, there was barely any time to enjoy it. The next day (Monday), the pool was completely closed for maintenance, something that was never disclosed prior to booking my non-refundable stay. Had I known this in advance, I absolutely would have chosen a different hotel.
On top of that, the hotel does not offer breakfast, despite it being advertised. I was told the restaurant is under construction, meaning I had to spend additional money every morning eating elsewhere—again, something that was not mentioned when booking.
The final straw was on Tuesday morning, when the elevator was not working. I was staying on the 7th floor, and due to a medical condition, I am unable to use the stairs. I was effectively trapped in my room for over two hours, wasting even more of my already limited time. Hotel denied reimbursement.
