We arrived early around noon and they gave us a delicious passionfruit welcome drink.. unfortunately it was all downhill from there. The bed frame essentially came off the bed and was wobbling off the bed. Other people’s hairs on the stained pillows, the walls were stained with what looked like mildew and running water. The room was tiny and not as advertised. The wardrobe incredibly worn and dirty. Do not stay here. We are so thankful we booked through ******* and the extremely helpful and patient travel agents were able to get us a full refund! However, that was not without difficulty from the hotel as well- hotel concierge refused to answer *******s phone calls to either upgrade or refund the travel. IVR only available via Spanish and did not have translation option. I’m so fortunate that ******* was able to email the hotel and resolve the issue separately while I booked the Hyatt regency Cartagena which was a gorgeous hotel that had all the luxuries of an American resort!!
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