Hilton Bogota — Hotel in Bogota, Capital District

I gave them a perfect review last year when I stayed here, but this time around the staff member in particular, Camilo, made us felt so unwelcomed.

Last year we got a regular room, and that was great. This year we decided to book a suite. Even though the room was bigger the layout of the bathroom was bad, and the room looked like someone had a big party before us. The lamp shade was on the floor, glitters in the carpet, and one of the towel hooks looked like it was about to fall off, see pictures.

We called that night asking if we could change room. We were told room 815 would be available the next day. After breakfast the next day we called and a staff member showed us a regular room if we choose to downgrade or wait until 4PM when guests at 815 would check out. We decided to wait, and agreed to come back to the hotel between 5-6PM.

We got back early, and packed all of stuff in our suitcases ready to move. At about 5.30PM we came down to the front desk and asked to see the room. Two staff members said guests decided to stay another night so the room was not available (see picture of two staff members, one of them Camilo). We were visibly upset since we were promised the room and we already wasted time packing.

We went back to the room, and unpacked everything. At about 8.25PM, we got a call from Camilo saying a different room, room 715, was now available because guests just checked out. We were kind of suspicious, but I decided to look at the room anyways since they made the effort to offer us another room.

After consulting with each other we decided not to change room. We already unpacked everything and didn't want to packed and unpacked again. We had plans to go out that night and was pressed for time.

This is the part where we felt the most unwelcomed. Camilo actually warned other staff members about us, that we were trouble makers. When we asked the front desk to reprogram our keys, a different staff (door person?) looked at Camilo and smirked at him and us.

Camilo also somehow blocked all calls from our room, room 1215, to guest services and front desk numbers. When we called guest services and front desks numerous times to ask for more toilet paper and drinking glasses, it went to a recording right away. It was 10PM and it wasn't busy. However, when we called from our international cell phone to the hotel they picked up right away, and we were able to make our requests.

We called again in the morning, after breakfast many times. We saw that the front desk was not busy at all. And again, each time no one answered, including guest services number. We called with our cell phone and they answered right away. After we hung up the cell phone, we called again with the room phone to test it out, and of course no one answered.

We are really disappointed at the staff at this hotel who went out of his way to make us feel unwelcomed.

On a positive note, the lady who worked at the executive lounge at night was really nice and accommodating. We love her.

2024 Review below: Perfect location in the financial district of Bogota. Rooms were nice and clean. The best part was the gym. Had all the necessary machines that are needed for a good workout. Would definitely stay here again...

Alright, this place is absolutely amazing! This is my second most favorite Hilton (right behind Nay Pi Taw Hilton) From the room to the staff, staying at this Hilton was a top tier experience. Starting with the room… We upgraded to the executive suite and it had a terrace the length of the room (huge). I spent my days working on the terrace, enjoying the beautiful weather and the liveliness of the city. Breakfast was absolutely amazing as well. Plethora of options of breads, pastries, hot dishes, cold cuts, juices and milks… It doesn’t stop there; you can also order food a la cart! I wanna give a huge shoutout to one of the ladies working breakfast. She was also super friendly, always made sure my partner and I had everything, took our orders for eggs, and not to mention she cleaned up a huge mess of juice my partner made. She didn’t say a word and continued to be friendly and sweet! I tried calling Hilton to get your name, but they wouldn’t give it to me, but you know who you are!

Mixed Experience Despite High Expectations

I would rate my stay at Hilton Bogotá five stars for the overall quality of the hotel, but unfortunately, several issues made the experience less pleasant than expected.

Unexpected Charges for Additional Guest At a nightly rate of $368, I found it unreasonable that the front desk staff—specifically a man with dark hair and black eyes—insisted on charging an extra $20 to add a second guest to my room. Typically, hotel rates include at least two guests per room. To make matters worse, when I checked the Hilton app for the same dates and room type (including breakfast for two), the rate was $305 per night—significantly lower than my inflated “corporate” rate. After multiple attempts to charge me the extra fee, he finally said he would “make an exception,” provided the second guest didn’t eat breakfast in the first-floor restaurant. It later became clear that the $20 charge was solely for breakfast, which could have been communicated upfront and saved me the frustration. Especially considering my Hilton status already granted me access to the Executive Lounge for breakfast and dinner for two.

Parking Validation Issue Although my second guest was eventually allowed to stay without additional charges, the same staff member at reception validated her parking ticket for only two hours—even after she clearly stated she was a hotel guest. This forced her to return to the front desk to have the ticket properly stamped for full-day parking, which should have been automatic.

Quality of Towels The face towels provided appeared to be cut pieces from old bath towels, which felt substandard for a hotel of this caliber.

Housekeeping Oversights I had to repeatedly remind housekeeping to restock basic amenities such as towels, shower caps, coffee, and soap. While a new soap was eventually provided, the refillable containers in the shower and sink were left empty throughout my stay.

I hope this feedback helps the hotel improve its service consistency. The property itself is lovely, the attention in the excecutive lounge is excellent, but attention to detail and communication from staff need serious improvement to match the...