Hotel Movich Buró 51 — Hotel in Barranquilla

Fire Margarita Alcala,

I am writing to you with a sense of urgency following a recent experience at Movich Buro 51 that has left me deeply dissatisfied and disappointed. As a concerned patron, it is my responsibility to ensure that my grievances are communicated directly to you before considering any external actions.

My recent stay at Movich Buro 51 has compelled me to address several issues that are not only detrimental to your establishment's reputation but also indicative of a concerning disparity between the level of service promised and the one delivered. It is imperative that you take immediate steps to rectify these matters in order to prevent further damage.

I must emphasize the following points of concern:

Customer Service Discrepancies: The manner in which I was treated by your staff was far from what one would expect from a reputed 5-star establishment. The lack of respect, dismissive behavior, and overall unprofessionalism displayed by some staff members were shocking and unacceptable.

Unresolved Issues: Despite raising my concerns with the management, there was an alarming lack of follow-up and accountability. Concerns that should have been addressed promptly were brushed aside, creating an impression of negligence on the part of your establishment.

Inadequate Facilities and Amenities: The quality of facilities and amenities provided did not align with the standard that Movich Buro 51 advertises. Maintenance issues and a lack of attention to detail were evident throughout my stay, undermining the image of luxury and excellence.

I feel compelled to remind you that the hospitality industry thrives on delivering exceptional experiences to patrons. It is distressing to observe such a discrepancy between your brand's promise and the reality of the service received. The absence of consumer protection mechanisms similar to those in the United States in Colombia only emphasizes the need for your immediate attention to these concerns.

To avoid any further escalation and damaging reviews, I implore you to take the following actions:

Conduct a thorough review of customer service protocols and staff training to ensure professionalism, respect, and attentiveness at all times.

Implement a comprehensive system for addressing patron concerns promptly and effectively, demonstrating a commitment to resolving issues and learning from feedback.

Undertake a rigorous assessment of the facilities and amenities, addressing any shortcomings that do not align with the expected 5-star experience.

Your swift attention to these matters is of the utmost importance. I sincerely hope that my concerns are taken seriously, and that Movich Buro 51 will take the necessary steps to uphold the reputation it claims to possess.

I must also make clear my intentions moving forward. If these issues remain unresolved, I am left with no alternative but to utilize my influence, marketing resources, and social media platform to share my experience and warn fellow travelers about the subpar service at Movich Buro 51. This is not a threat but a declaration of intent to ensure that my unfortunate experience is not repeated by other weary travelers seeking a peaceful stay.

I eagerly await your response and actions in this regard. It is my sincere hope that, through your efforts, Movich Buro 51 can regain its standing as a premier establishment in the...

Saturday September 16 - ||Receptionist was extremely rude questioning why I was in the country and my documentation. ||I asked about my reservation, my family member needed a place to stay for two nights. Since one of my initial reservations was two queen beds I asked if that was easier or just adding the room. My reservation was for 1 person, with a king sized bed. The receptionist said I had to pay in full at once for my 1 person, with a king sized bed room. Come to find she charged me an additional $500 from the original reservation. I was stuck paying for a double room for 8 nights at $500 more than any reservation I already had. When I questioned the cost, that they had already charged to my accounts, I was told I needed to contact the third party company I had booked through or could leave but there are no refunds. ||Last year when I visited this hotel we were treated with kindness and respect, which is why I chose to return. This time I was treated like a criminal. ||Once to our room, there was a lizard in the room!!! Running around!!! ||Extremely frustrated and scared, I returned to the reception to share my findings for them to roll their eyes and change my room. They said lizards are native to the land and very common. ||At dinner - The waiter dropped waters on my aunt, then forgot my other aunts meal, then the manager came to argue about tips because my mom wanted to confirm the tip went to our waiter after over hearing the manager shout at the employee. The manager said he gets his cuts and the tips are distributed through the entire staff whether she likes it or not. ||Friday September 22 - ||During my breakfast I was not acknowledged by any employees. As I almost finished my meal..There were cockroaches crawling around the tables .. ||At the end of the night, as I arrived to the hotel room, I asked for toiletries as the given quantities are minimal and so with this heat I find myself showering at least twice/day - Then the attendant asked why I was using so many toiletries. ||September 22 - ||I sent 3 clothing items to the laundry - My bodysuit (blouse) was ruined. It was returned with yellow bleach stains all over the straps. This is absolutely the worst experience I’ve ever experienced at any hotel in my...

I will start with the good things about the hotel...

The pool and terrace are pretty cool and there is a nice view of Barranquilla The staff was generally friendly Hotel rooms weren't too bad (beds were alright and more or less clean) The restaurant food quality was VERY good (the head chef deserves more recognition)

That said, there are a lot of things this hotel can do to provide better service because based on my stay it's definitely not a 5 star experience as of now.

Here are my suggestions:

Stop inconveniencing your guests

The main thing that turned me off and will prevent me from staying at the Movich again is how willing and comfortable the staff and management are with inconveniencing their guests.

In my opinion, the obligation of the hotel should be to make their guests feel as welcome and appreciated as possible.

Multiple times I was asked to leave cash tips, asked to leave the terrace/pool for private events, asked to pay extra to use the amenities that I had already paid for by being a guest of the hotel.

To me, this is the biggest sign that management really does not care about their guests.

Hire more staff

I was never able to get more fresh towels the entire weekend as there appeared to be a shortage. Long wait times for check-in and check-out, dirty tables in the restaurant, the servers have to attend to too many people (not their faults). There were empty beer bottles on my floor all day from a party the night before.

Lots of stuff that needs to be addressed here.

The overall experience was not terrible, but there are much better options like the Four Points Sheraton for roughly the same price.

I honestly think that with a few adjustments this hotel could be quite nice actually. But it will definitely require more attention to hiring and a slight culture shift from management...