Hotel Casa Candela — Hotel in Antioquia

The hotel and location is beautiful. The staff is very friendly and the food was excellent. The pool is excellent and it feels like another world that is easily accessible an hour away from Medellin. Drinks and food is available poolside and at the restaurant on premises. The staff and waiters were excellent and very friendly. Food quality was delicious. This hotel definitely offers an experience of rest and relaxation. The style of music is great as well.

The only complaint that I have was the reservation process. As a foreigner, I was unable to make a reservation through the main website. I would enter my credit card only to have it rejected by their payment system PayU. After researching, I noticed that PayU only accepts transactions via major credit cards with Colombian banks. I attempted to remedy the situation by calling the front desk and make the a reservation the old fashioned via phone. However, it took 2 days to get a hold of someone and finally communicate my issue. No one picks up the phone, especially when calling the listed numbers on the main website.

I then attempted to make a reservation through Expedia, but the payment system would not accept my foreign credit card. Upon finally making contact via phone, I was then provided with a different payment link (Wompi) and it worked wonderfully.

However, I do not recommend using Expedia to make reservations with this hotel due to the fact that the hotel will charge you more due to their claim that Expedia charges some sort of commission. The hotel added an extra 65,000 COP to my tab even though I finally made a reservation directly with the hotel and was unable to complete the reservation with Expedia. Also, the reservation system became confused each time I attempted make a payment for reservation which of course was ultimately rejected but for some reason, still listed me as having made 3 different reservations.

The hotel is excellent overall. However, the reservation process needs to be upgraded. The processes needs to be smoother especially for foreigners who want to enjoy this property. Also, the hotel needs to add an option for foreigners to choose in order for the better and more friendly payment system can be applied for a foreign credit card.

I will definitely...

The hotel and location is beautiful. The staff is very friendly and the food was excellent. The pool is excellent and it feels like another world that is easily accessible an hour away from Medellin. Drinks and food is available poolside and at the restaurant on premises. The staff and waiters were excellent and very friendly. Food quality was delicious. This hotel definitely offers an experience of rest and relaxation. The style of music is great as well.||The only complaint that I have was the reservation process. As a foreigner, I was unable to make a reservation through the main website. I would enter my credit card only to have it rejected by their payment system PayU. After researching, I noticed that PayU only accepts transactions via major credit cards with Colombian banks. I attempted to remedy the situation by calling the front desk and make the a reservation the old fashioned via phone. However, it took 2 days to get a hold of someone and finally communicate my issue. No one picks up the phone, especially when calling the listed numbers on the main website.||I then attempted to make a reservation through Expedia, but the payment system would not accept my foreign credit card. Upon finally making contact via phone, I was then provided with a different payment link (Wompi) and it worked wonderfully.||However, I do not recommend using Expedia to make reservations with this hotel due to the fact that the hotel will charge you more due to their claim that Expedia charges some sort of commission. The hotel added an extra 65,000 COP to my tab even though I finally made a reservation directly with the hotel and was unable to complete the reservation with Expedia. Also, the reservation system became confused each time I attempted make a payment for reservation which of course was ultimately rejected but for some reason, still listed me as having made 3 different reservations.||The hotel is excellent overall. However, the reservation process needs to be upgraded. The processes needs to be smoother especially for foreigners who want to enjoy this property. Also, the hotel needs to add an option for foreigners to choose in order for the better and more friendly payment system can be applied for a foreign credit card.||I will definitely...

Beautiful place. However, I give it 3 stars because of the following:

1. they have extremely stupid rules and make everything difficult for clients. It's like they're functioning strictly out of a manual and have zero understanding of customer service. From the moment when I tried to book via whatsapp, they were being complicated for no reason. Additionally, I wanted my drink to be a double (of course, charge me more for the extra shot) and it was an issue because no drink can be "modified" in any way. Okay, I guess you don't want more money? After some time, I was finally able to get them to just give me a shot on the side so i could pour it in myself, and it was again, an issue because they don't offer the same type of gin for single shots so I was forced to buy a more expensive shot. Weird. Just doesn't make sense. Also, I tried to switch my massage to a later time and they were acting like I was asking for a free week at the hotel. They were saying they dont know... this was the set time... they have to check... with a very worried face. I simply responded with: "If there is no one booked later, it shouldn't be an issue right?" The lady then realized she was causing issues for no reason and said, you're all set for a later time. SO WEIRD!!

There were many other examples where my friend and I felt they were just trying to make our lives difficult for no reason. Specially when we wanted to spend money there and buy things. I don't think it's the actual personnel's issues, i think management is probably way too strict which causes them to all function out of fear.

Also the food is very subpar. I expected better.

Other than that, the place is stunning. The design and architect is beautiful. I wish they would fix their customer service issues because I would come all the time for a little R&R. But because of this, I don't think I will go back. Nobody wants to go somewhere that makes everything difficult and complicated, no matter how...