Hotel Toscana Plaza — Hotel in Cali

If I could give no stars, I would. I booked this hotel from January 9th to the 16th. Coming in the ninth, I had trouble with the air conditioning, which made a terrible rattling noise. Then, the faucet in the bathtub comes off. I called the front desk four times, and it was not until the next day someone came and just pushed it into the wall. The knob fell on my feet, but that was ok. Then there was no hot water. I called, but no one from maintenance came, and the water ran for hours. I found maintenance in the hallway and had to plead for help practically, and he said that the water heater was off. Then, the next day, I turned on the hot water, and it was cold again. I reported it to the front desk at 8:45 AM and left the hotel at 2:30 PM, and I am still waiting to hear back from someone. Since the first day, I was asking to speak to someone in management or a supervisor, but no one would answer their phone. They would send an email, and I would get a response the next day. I had to call the front desk repeatedly, and then maintenance left at approximately 6 p.m. How do you have a hotel running without administration? What if there is an emergency? I stood before the Guest Service Agent and asked them this question, and they raised their hands. I was dumbfounded when they attempted to call the Supervisor, Alexandra, and the front office manager, Doña Maritza, the general manager, Mauricio Maran. Still, no one would answer their phone or e-mail. The air conditioning continues to rattle, and I had surgery on the 11th. I asked them to please fix the issues in my room before I returned from surgery that day because I needed to rest, but it was not done. I am going four nights without sleep. They promised a luxury suite, but then one of the supervisors e-mailed and said I would have to pay. They then changed me to a room in the same category, and I just gave in. Then I must add I had gotten my shoes washed three days ago, and I have asked multiple times, and I still don't know where they are. I have moved to a room where the safe was not working, which they changed because I was at my wit's end, and they could tell. Then, the lightbulb was out at the entrance of the new room, and the saga continued. I must add that the supervisor and front office manager are on vacation, and the general manager, Mauricio Moren, was running around to other businesses in the city; he has never passed by, and they do not know when he will come by. I was told someone from management was coming in on Monday, the 15th, to talk to them. There is more to come—pictures, videos, and...

The only good thing I can say is the staff seemed pleasant, although NO ONE spoke any language aside from Spanish. You would think in a hotel there would be some bilingual accommodations but there was not. Traveling on business and needed an extended stay location that was reasonable, I chose this hotel based on good reviews. WRONG MOVE. It is nothing like the pictures and i have provided my own. The "Included Breakfast" is the same runny eggs and ham every day. The pool fits 2 maybe 3 people at best and it is closed on multiple days. The King Suite is not a suite at all. The bathroom smells of sewer, the water pressure is poor and hot water is rare. The AC unit runs and drips all night. The hotel is located on a busy street with police cars and sirens that blare all night long, not to mention the drives who honk their horns all night. The walls are paper thin so you can hear the staff listening to music and talking throughout the evening hours. There were dead bugs in the room either smashed on the walls or under the bed. The balcony streamed water into the room and the floors were wet randomly. The room kept a mildew smell at all times and was not cleaned daily. They did not provide wash cloths or multiple towels i had to provide my own. I was charged $135 US dollars for eating 4 chocolate bars, 3 bottles of water, and 2 sodas from the counter (they called bar) in the room. Due to the language barrier i couldn't dispute the charges and was trying to get out of there to catch my flight after a ten day nightmare. Upon check in they didn't even understand i had paid for the most expensive room and kept taking me from floor to floor in the most disgusting rooms until i showed them online pictures. At which time even the most expensive room still was not what i expected as it is what i have detailed. Full of bugs, bad water pressure, an odor, not cleaned, etc. If that was the best room on the highest floor you can only imagine what the other rooms entailed. In a nutshell if you are traveling from another country do not choose this location. Stay with familiar chain hotels like Marriott, Hilton, etc. You will have a more pleasant stay, and its worth just paying the extra money. Locals may find this acceptable but its not. I have to come back to Colombia next month on business and i have already reserved stay at the Marriott I refuse to come back to this hotel even if it was free. I have attached pictures of the roach motel. I am praying the Marriott greets me with English speaking associates and a more...

Sorry for extensive review but it's a must!!! I had reached out to them via email 2 days before my arrival inquiring about using their shuttle service for transport btw the airport to hotel. After 2nd email someone got back to me via email w/ a price quote for the shuttle. Asked me a few questions to which I corresponded and never heard back. Ended up using an Uber. Arrive at hotel and tell the person at front desk, show him my email as proof he doesn't say much to address this. He's just dumbstruck! On 12/5 @ 530PM I call downstairs to complain that it sounds like a bunch of elephants are above me from all the noise..whoever answered said they'd look into it..at 6PM, now there's adults standing in the hallways outside their rooms being loud, kids are running around screaming as if they are at a playground..i called at 7PM..still no one came upstairs to speak to this group.|so I call again around 8PM and same guy seemed annoyed, short and asked me where's the noise upstairs or off to the side..meanwhile I just explained right outside my door. Noise continued until 9PM. Obvious they never came up to investigate..next day 12/6 @ 550AM same nonsnese of a a ruckus and took audio as proof.|I called within 10mins and the person at front desk first says "oh they are kids and alone" I reply "impossible it's illegal to chk minors into a hotel without a guardian..he then says "oh what i mean is they are part of a sports team, under the care of a director". I'm like no excuse for the behavior. I finally go downstairs speak to Maritza, the hotel manager, I explain everything and I said I need to be moved to another floor..by evening on 12/6 I was moved to RM#317 and same nonsense occurred w/ kids @ 8PM and again at 6AM today 12/7. This is a 7 story hotel w/ rooms btw 2nd and 6th flr. That team was scattered on every floor. Other guest in other reviews mentioned you can also hear the outside highway noise which is correct.. While the staff is nice and my 1st room RM#401 was clean, the bathroom was outdated and could use a renovation. 2nd RM# 317 was much better! Let alone this hotel is on a highway so very difficult/dangerous to get across..spoke to another guest over breakfast and she said oh it's been terrible and she also went downstairs at 3AM to complain. Will never come back!|Guess I got what I paid for..so spend more money and go to Marriott or...