Viajero Bogota Hostel & Spa — Hotel in Bogota, Capital District

I have traveled quite a bit but have never experienced such a bad customer service anywhere. My experience here was extremely frustrating and ultimately caused me to lose money, cancel travel plans, and waste time — all due to the complete lack of basic communication and accountability from the front desk staff.

I informed the receptionist twice that I was expecting an important FedEx package that day. I even physically came down to the desk to follow up and was told it hadn’t arrived yet. I stayed in my room specifically to be available when the delivery arrived.

At some point in the afternoon, the FedEx courier came to the hostel with the package — which simply required a small tax payment to complete delivery, which i didnt know about before. Rather than calling my room, sending a WhatsApp message (which they use for other notifications), or knocking on my door, the receptionist apparently just let the courier leave without telling me.

I only found out the package had come and gone later that evening when i was leaving the hostel. By then, it was too late — the package had been returned to a depot, and it wasn’t possible to retrieve it that day. And since it was already late in the evening, i coudnt call fedex to arrange a different delivery date/time. And since it was end of the week, the weekend falls right after and i was supposed to leave the hostel on Sunday. Also the monday after was a holiday so they dont work on that day either.

This may sound like a small mistake, but it had huge consequences for me:

I missed a time-critical delivery I had been waiting on and had overnight shipped it to make sure it gets to me before i leave the city.

I had to cancel travel arrangements I had already booked

I had to extend my stay in the city, costing me extra nights of accommodation

I lost money on non-refundable bookings and wasted a week waiting for a delivery I could have easily received if the staff had done their job

When I explained this to management, they admitted the receptionist had been “busy checking in other guests” and didn’t inform me. That is not a valid excuse. This is a basic service — a guest gave clear, advance notice that a delivery was coming that day, stayed onsite to receive it, and the staff simply didn’t pass on the information in time. There was no crowd, no emergency — just poor prioritization and lack of accountability.

I explained my frustration to the management the next day and how much their actions hurt my plans, but even then, the tone was defensive, and at no point did anyone sincerely take responsibility or apologize properly. What was done was done and nothing could change it at that point, but simple apology and accepting their mistake would take it a long way - because if you dont accept your mistake and take accountability, how else are you going to change and get better? Instead of saying sorry it's not our responsibility to handle packages, they could have offered a discount or something to over the extra week that i had to stay in town because of their mistake, but they said they are simply following internal policies - which i am still curious to know what they are, because i just cant imagine their internal policies state that they should not attempt to contact the guest if there is a delivery or an issue with a delivery.

If you’re running a hostel with a 24-hour front desk, it’s your job to at least communicate with guests when something time-sensitive like this happens — especially when you’re explicitly notified in advance. A simple message or knock on the door would’ve prevented all of this.

Bottom line: the staff here is not trained or equipped to handle even basic guest needs beyond routine check-ins. If anything goes even slightly outside the norm, they will not take ownership. I won’t be staying here again, and I’d recommend others avoid it too — unless you’re prepared to manage everything yourself and expect zero proactive help...

I stayed in Viajero Bogota for the first time and I spent about 3 weeks at this location. I highly recommend Viajero for short stays. ( Less than a month)

The staff mostly were understanding and fun. They accommodated me as much as possible and I appreciate that. But also you will always have a couple people or that one person who's not kind or who will Not go the extra mile to offer help.

The water was in and out, hot & cold inconsistently..so that wasn't the best experience. Although, the daily, free sauna and steam room were one of my favorite parts!

The staff members that stand out and made my stay memorable are Saris for hosting events, Juanita for kind and helpful service at reception, Alejandra for a friendly smile and good customer service, the bartenders collectively who worked hard and kept the bar SO clean, Karen, Kalu & Emilio gave the atmosphere great energy and added to my positive experience at Viajero. The Spa staff was really nice and helpful as well. Thank you all for your help!

There are supermarkets, bars, restaurants, the bus station, museums, Monserrate and MANY things to do around the hostel. The neighborhood is vibrant and good for exploring during the day. Just don't go out at night after dark, alone. Use Uber at night and don't be alarmed when houseless people constantly ask you for things on the streets. Protect yourselves and only give what you can. (It's non stop) Bogota is a large city and you can't trust everyone, right? Be smart but don't move in fear. Bogota is beautiful and it definitely takes more than 2 days to explore this lovely city! Join the Viajero WhatsAppp group chat for general updated and daily events. Best of...

What a beautiful spot with super friendly and helpful staff. From the moment you walk in the front desk agents at the hostel/hotel area are very accommodating and make the check in process fast and easy. Adriana was our check in agent and she was super knowledgeable and friendly. Adriana also later took care of us during the message circuit in the spa, she was great with clear directions and makes the 60 minutes the most enjoyable experience while relaxing. Jerónimo took care of all our check in process in the spa, gave us lots of tips, towels and information in order to make the best of the experience. He was very friendly, super attentive to our needs and helpful. Once in the turco area Selino is your to go person, very kind, friendly, respectful and helpful, he will get you all your drinks and keeps the turco area and sauna perfectly hot, organized and with smells of fresh herbs or fruit or eucalyptus in each steam room. Breakfast was amazing and Albert Gana was our server/helper and took amazing care of our needs, spoiling everyone with individualized attention and details. The check out process was just as fast and easy with super great front desk staff this time it was with Juanita & Mauricio who made our stay come to a full circle. Over all this is an amazing hostel/hotel/spa area in the center of Bogota and I highly recommend it for the affordability, comfort, unique style and...