Lovely, comfortable hotel. Horrendous service.
Check in took 45+ minutes. 4 staff members milling around the front desk, serving 2 groups ahead of us when we arrived. One employee was just standing there doing paperwork the whole time, ignoring the line in front of him. No idea what took so long, but no acknowledgment or apology for the wait.
When we checked in, we asked how much for breakfast, and were told it was included in our ocean view room reservation. The next morning, we signed in with the hostess at the restaurant, confirming our room number. Sat down, settled in, got up to go to the buffet, and then the same hostess who had just welcomed us stopped me at the buffet to say we hadn't paid for breakfast. I told her reception had told us it was included in our reservation. She didn't understand English (and I didnt understand Spanish) so she got a supervisor, who said "ok, no problem". After we ate, the hostess then chased us into the elevator and asked us to come with her to reception, where THE SAME MAN who checked us in and told us breakfast was included proceeded to tell us it was NOT included, and charged us. No apology for the misunderstanding. I'm unsure if we paid for breakfast twice. It doesn't matter - it's not the money, it's the horrible service experience.
Otherwise, this was a nice place to stay, close to the airport. Uber into Cartagena proper was about 20 minutes (no traffic).
