Hotel Casa Vallecaucana — Hotel in Cali

We originally booked to stay 6 nights in Cali, using this hotel as our base as it was in a good area and seemed to be good value for money.||Unfortunately we missed the first 2 nights as we were caught in the blockades coming from Popayan. When it became evident we would not get to Cali for the first night of the booking we emailed the hotel immediately through booking.com. they claimed never to have received the email. The following day we noticed they had cancelled the booking through booking.com and I received an email to the effect that they cancelled on the basis we hadn't shown up. I messaged the hotel through booking.com and they responded this time to say that our booking was still active and the room still available. I advised I would keep them posted and did so until we arrived the following evening after a two day journey from Popayan.||When we eventually arrived the receptionist didn't speak English (not a huge problem as our Spanish is very limited), he took a while to find our booking on the system and then used translate on his phone to tell us a double room wasn't available (the room we had booked and were told was available as our booking was still active only a few days before) but that they had a single room. As there were two of us I assumed he meant a twin room with 2 single beds. He led us into the smallest room with one single bed, no apology was given and he made a quick exit. We were shocked that a supposedly reputable hotel would deem it acceptable to put 2 people who had booked a double room and were told that room was still available via the booking.com app only a few days before and whom had spent several days traveling to to get to Cali into a single bed room. Moreover they were aware the booking was for 2 people and only one of everything was provided in the room. As we had travelled for such a long time we decided to have showers and were toying with the idea of sleeping and approaching the manager/deputy manager in the morning.||After our showers we decided it was ridiculous and I went to speak to reception. This time there was a different man covering reception and he spoke English. I explained the situation to him and his initial response was that his colleague had told him we had accepted the single room. I advised this wasn't the case and asked what had happened to the room we booked and were told was still available. He then explained there was a double room available but that we could only have it for 3 nights (not 4 nights as we had originally booked (having missed the first 2 nights due to the blockades)). He gave some vague excuse about them having to cancel our room through booking.com as they would still be liable for the fees with booking.com. I explained that I had secured the booking with a credit card so in the event of a no show they would still have a mechanism to charge me for the room. I asked why the double room wasn't initially offered to me for the 3 nights in any event to which there was no answer. He then phoned the manager to see if they could move us that night which they did. I still do not understand why they couldn't accommodate us for the final night of the booking after saying our room remained available. Particularly as I had gone into booking.com and according to booking they had a double room available for the 4 nights. Again I was given some vague excuse.||The WiFi only worked for the first night and following day and then nothing, no explanation given.||The room was nice.||The customer service was appalling and they need to give their staff some serious training in that regard. The man who switched our rooms was ok but it did come across like it was an effort to move us and his explanations of the situation were not great, I suspect they knew they had done wrong and were trying to back track.||I would not stay again and would not...

Honestly, this place was a disappointment from day 1. First of all, the word hotel needs to be removed because this place is nothing of the sort. This is a guest house. I emailed them after I booked my room to ask about the airport shuttle and no one ever got back to me. But that was fine because I overheard it’s 70,000 colombian pesos and an Uber is around 16,000- 20,000. When I arrived the “lobby” door was locked and no one insight. It wasn’t up until I had to call them on my phone that a guy walked by and asked me if it was me who was calling. He opened the door and I said why is the door closed, he just ignored my comment and said good afternoon sir. When I was checking in the guy said that my room didn’t have towels and that it wasn’t fully ready because they weren’t expecting me so early. My reservation included early check in which I wanted to confirm in that email I sent that apprently nobody read. I came back to my room in the evening and the towels or paper towels were never brought so I had to go to the front desk and ask. The rooms are super super small. Literally a box. I was gonna book their cheapest single room and didn’t because of how small it looked. I booked the double one and it is super small, so I can’t imagine. If you’re claustrophobic this place isnt for you. There’s not even a phone in the room. And it is super small. Two people in it with luggage sounds awful. No comforter for the bed. Just two thin bedsheets. The only window faces a public sitting area next to the room. After that, there is an office where you hear staff talking so loud early moringsthrough that little hallway. Nothing about this place is like hotel. Not even the keys or doors. This is a guesthouse. ||As the breakfast is included; I walked upstairs to the small terrace and it was empty, no food, and no employee. I went back down to the front desk and asked where breakfast is served and she told me that it was upstairs and an employee would take my order. This waiter came and I asked if they had green tea or black tea. They didn’t, it was just fruity teas. I asked him what were the food options. Which are super limited btw. I asked for egg whites with ham. This next thing was so ridiculous I laughed. I asked for fruit and I kid you not, he brought literally 3 slices of banana and 3 one third pieces of a slice on pineapple that looked so sad on a plate. Like seriously... I asked for more and he brought the 3 one third pieces of a slice of pineapple in a plate. It looked embarrassing and sad. Like hello... you don’t have to be a chain hotel to keep attention to small details.... I never went back for breakfast. That’s how dissatisfied I was.||This guesthouse is definitely and absolutely overrated and overpriced. I’ve stayed in hotels in the same price range that are far more superior, have a big breakfast buffet and are actual hotels. I regret using points from my credit card or even if it was paying for this. Anyways Cali is a city that has nothing to offer, so you really don’t need to come here at all.||BTW they close the looby door all the time. Feels so weird. Not just when I arrived early afternoon but at night the gate was also closed luckily they saw me arriving and I didn’t have to wait.||Gordon Ramsey would shoot an incredible episode on this guest house. Like seriously so many small things are so wrong with this place. Don’t get me wrong it isn’t a nightmare. But it’s definitely not a hotel and is definitely overrated and overpriced. Who ever says otherwise has never been anywhere else or has...

My husband and I booked this hotel for 6 nights and were really looking forward to it based on the mostly good reviews and appealing pictures. Unfortunately when we arrived it was just one disappointment after another.||We we caught up in road blockades whilst trying to get to Cali from Popayan and it took us almost three days to get there which meant we missed the first two nights of our booking but had kept the hotel informed of our movements throughout the journey. They had ignored our first message then on the second day cancelled our booking completely. When my husband messaged them a second time they replied to confirm our booking was still held and the room still available. ||We eventually arrived on the third night of our stay. The receptionist didn't speak English so we communicated through Google Translate. He seemed to have trouble locating our booking on the computer even though I had the booking open on my phone to show him. He eventually told us that there were no double rooms available, only singles and led us to a room. We assumed he meant two single beds instead of a double bed and were fine with this after such a long journey and just wanted to get in the room so followed him.||To our surprise it was a very small room with ONE single bed. For the TWO of us. He made a very quick exit without giving us any information on the breakfast that was included with our booking or providing the wifi password. He was either too embarrassed by the situation we'd been put in or just couldn't be bothered to stick around to rectify it. ||My husband went back to reception shortly after we decided it was ridiculous to share a single bed in a tiny room and after looking on the booking app, we discovered it was showing double rooms available for the duration of our stay. There was a different guy at reception this time who spoke English. When asked 'why did you give us a single bed room when there were doubles available?' The response was 'well you accepted the single room.' Every answer he gave was vague and it really was very poor service from both members of staff we encountered. We eventually were let into a double room after he called his manager. Why we weren't just given that room in the first place I will never know and the hotel should be embarrassed to expect two people to share a single bed.||The double room was very nice we had cable TV, towels and toiletries provided. Breakfast on the first morning was good and consisted of fruit, juice, ham and cheese omelette, hot chocolate, toast, butter and jam. On the second day nobody was around to serve us breakfast so we had to go down to redeption and notify them we were waiting. The hot chocolate this time had a funny after taste as if the milk was on the turn. On the third day we asked for our usual ham and cheese omelette but instead were given scrambled eggs, no butter or jam provided for the toast, the cutlery we were given was so dirty it still had food on it and I couldn't finish the hot chocolate as it definitely had a sour milk taste. The wifi also only worked for our first night and then never again during our stay.||It's a real shame as the hotel does look very nice and is in a good location but the poorly trained staff and lack of customer service is enough for me to deem our stay 1 star and suggest to others they stay...