Courtyard by Marriott Bogota Airport — Hotel in Bogota, Capital District

My room was nice and quiet.

However, the late night front dest staff was VERY rude and embarrassing. During my reservation and during my check-in, there was NO mention that my girlfriend would need to show her Cedula / ID. In fact, when I checked in for 2 people and I was alone during this process, I received NO warning that my girlfriend would need to check in with her Colombian Identification.

We had NO problem entering the hotel. But, my girlfriend needed to leave at approximately 11:30 pm because her daughter was sick and she needed to go to the clinic. My girlfriend and I waited in the lobby directly in front of the receptionist desk for more than 15 minutes waiting for an Uber. Not one employee said a single word to us during this time. Obviously, the staff also did NOT stop anyone leaving the bar or restaurant (which is 2 meters from the hotel).

However, once our Uber arrived and we attempted to walk outside the hotel to meet the driver, a female employee from the reception desk blocked us from leaving without now providing the identification of my girlfriend when it was time for her to leave. Again, the hotel staff and webite had 3 or 4 opportunities to advertise this requirement, but they did NOTHING until we were leaving.

We were physically blocked from leaving the hotel to meet the Uber and we were accused that my girlfriend was a prostitute. Having the doorway blocked and not being allowed to leave was embarrassing, humiliating and very likely illegal. In the USA, this would technically be false imprisonment or kidnaping - depending on which state this occurred in.

Courtyard / Marriott had MANY opportunities to warn me about their policy. They could have warned me BEFORE I secured the reservation. They could have warned me when I checked-in as one person though I had a reservation of 2 people. They could have nicely asked for the ID when my girlfriend arrived. And, they could have nicely asked while we waited in the lobby near the reception desk for 15 minutes while waiting for the Uber to take my girlfriend to take my girlfriend to the 24-hour clinic. But, instead, the staff physically blocked the exit when the Uber arrived while demanding ID. The staff DID NOT do this to anyone from the bar or restaurant. We were both singled out AND physically blocked from leaving the hotel while being accused of prostitution. Advertise your policy! Enforce your policy...

I decided to give this hotel a second chance because in the previous stay there were several inconveniences but if one removes the location near the airport, friendliness and good treatment of the staff, nothing works in that hotel. The reception is worthy of a good hotel, however they never answer the phone when one calls from the room. The breakfast buffet is varied and well complemented, however one has to be ordering dishes, glasses and they complete the food. Room service is lacking and they dare charge $ 7,000 for the extra charge to take it to the room. This is outrageously expensive - in the city a delivery charges $ 1,000 - and we are talking about the whole city, the hotel waiter does not have to move so much. The housekeeper service woke me up on a saturday at 7:00 am as the maid was making too much noise in the room on one side while I cleaned her, I could hear the blows she took with the vacuum cleaner to the wall among other things , Also a Sunday at 8 am the maid was very easy and adequate to enter my room while I sleep, she was very kind to turn on the lights so that I could wake up without problem. On one occasion I sat in the work area of ​​the lobby in front of the living room, I personally went to the dining room to ask them to give me the letter because they looked busy, after 30 minutes no one came to take care of me, Letter and eat a sandwich and a boat of water that are for sale behind the counter. It was difficult to meet the departure date and when I requested to extend my stay for the second time a second time was not possible because of the sale. Anyway, when I asked for my bill my information was wrong even though it was already my second stay, the manager had to arrive to have it since the person who asked for it and she sent it to another was not able to do it. I think a Marriott hotel should have a better sense of customer service and not just give a simple explanation and not solve the problems. I would definitely not go back and I will not recommend this...

I stayed here one bed room executive suite for one night to transit.

Hotel was quite nice and room condition was great. But some of employees were unfriendly. There was no greeting nor no welcoming when I checked in and out. They just gave me the letter saying “glad to have us as guest.” It would have been better if they had asked us ‘how are you?’ It was not what I normally expect in Marriott.

Moreover, I ordered Bolognese as dinner in the restaurant, they served carbonara. I checked my order and confirmed I did correctly. Because I was tired and hungry and I didn’t want to wait for another 10 minutes, I just took it but it was also not what I expected.

I requested some amenities through mobile request in Marriott App. I think it is great service, which makes Marriott more convenient and attractive. However, no one responded it for more than two hours until I made a call to front desk. Even they were not able to see what I requested. I don’t think they are familiar to use mobile request.

Final complaint, the last impression of hotel when we left hotel was the worst. The employee (J. D) of Airport shuttle is rude for us. I felt that he treated us like free riders. There were only three people in the shuttle and plenty of unoccupied seats. We were just out from the building. He did not have to act so aggressive on us like it.

In conclusion, hotel and room were perfect, more than what I expected. But some of employees is needed to treat people better. Even some guests look like backpackers, please show them...