Socialtel La Candelaria — Hotel in Bogota, Capital District

Selina is responsible for the destruction of my laundry (worth over €400) and will not help, resolve or offer a solution in any way or form.||||The manager will not reach out to us and does not want to speak to us while we repeatedly asked for contact.||||After finding out that my laundry was stained with unknown stains, even bleach, and has shrunk several sizes I went to the desk to find a solution. They would contact the laundry service and they would come to the hostel in the morning.||||After waiting more than an hour the next day nobody showed up.||||After much complaining to Selina, the boss of the laundry service finally showed up in the evening. Basically denying everything and repeating the same thing over and over again.||||We tried to resolve this issue for more than 1,5 hours. Selina did not help at all, telling us we needed to fix it with the laundry service boss (who was denying everything in front of them so they knew nothing was going to happen).||||This is unacceptable from one of the biggest hostels in the world and I would like to see a solution asap.||||It's not my responsibility to talk to the laundry service, I gave my laundry to Selina so they can find a solution with them. They are both responsible for this destruction. ||||The receptionist just sat there. Did nothing but huff and puff. He was chatting with the manager so she knew what was going on, the laundry guy even asked the receptionist what the manager said. So we were just being ignored and...

We booked two rooms and encountered a major issue: there was no hot water in either room. We tried to take a shower around 9 PM, only to find that there was no hot water in our rooms or even in the shared bathroom on our floor. The receptionist told us that hot water would be available in 10-15 minutes, but even after waiting, the water remained cold.

We attempted to contact the reception again, but they were gone for the night. Only a staff member and the security guard were available, and they couldn’t help us. We checked back after an hour and again after another hour, still with no resolution. We even requested another room just for a shower but were told nothing could be done as the receptionists had left.

The hot water supposedly resumed after two hours, but when we finally used it, the water turned cold after just two minutes. We complained to the receptionist in the morning, and all we received was an apology, blaming the old building for the issue.

Additionally, the customer support has been completely unhelpful. Our stay was on April 25th, but until today, the complaint remains unresolved. Each reply from them takes almost two weeks, and they keep asking for information from me without providing any satisfactory resolution.

While everything else was satisfactory, the lack of guaranteed hot water and assistance at night, coupled with poor customer support, is a serious concern. Think twice before booking here if hot water and responsive customer service are...

A Disappointing and Unprofessional Experience

My stay at this property was one of the worst hospitality experiences I’ve ever had. Initially, I contacted them on January 2nd to cancel two nights of my stay (January 9th and 10th) with a week’s notice. Despite this, I was told that cancellations require 7 days’ notice, which I had clearly provided. When I raised the issue upon arrival, I was assured a manager would contact me, but no one ever did. Multiple follow-ups at the front desk were ignored, and I was ultimately charged in full for the canceled nights.

The room I was assigned added to the frustration. Located directly above the bar, it lacked any soundproofing, and the loud music, which lasted until 2 a.m., made it impossible to rest. Additionally, the room was permeated with food smells. While I understand this is a hostel, the price I paid warranted at least a warning about these conditions.

To make matters worse, I accidentally left a black pouch in the room after checkout. When I contacted the property, the staff’s response was dismissive, stating I might get it back if I was “lucky.” While the pouch was eventually returned, I discovered that my AirPods had been stolen by staff.

This experience was marked by poor communication, dishonesty, and a complete lack of accountability. As someone who works in the hospitality industry, I am deeply disappointed by this level of unprofessionalism. I would not recommend this property to anyone seeking even a basic...