ESTELAR Cartagena de Indias Hotel & Centro de Convenciones — Hotel in Cartagena

I had a very disheartening and traumatic experience at the pool bar. My family adjoined at this venue for a birthday celebration (party of @ 12 people). At the pool bar, I ordered a cocktail and a beer. I used google translate from English to Spanish to ensure clear and effective communication. The bartender gave me precisely what I asked for and charged 57.000 pesos. I gladly submitted my credit card and received a receipt (in Spanish). @ 1 1/2 later, i ordered the exact same items from the bar. Again, the second bill was @ 57,000 pesos. Paid in full. Receipt provided (in Spanish). When I commenced to leave the area, I was bumrushed by a worker and he tried to tell me I did not pay for my beer(s). He was disrespectful and aggressive. I tried to explain the scenario and show the google translate conversations but there was a language barrier. I asked for the manager. He partially spoke English. He spoke to me in a condescending, loud aggressive and disrespectful tone. I explained that I used translator, the staff gave exactly what I requested and I paid what they asked me to pay each time. He kept saying "but you drank the beer, you must pay". I responded stating that you are giving no accountability to your staff members, who according to your issue made a mistake of which I had no awareness. He treated me like a criminal. A second manager was there but he spoke no English. I did not trust that the first manager was providing fair and accurate information to him. The manager was not listening, raising his voice and being threatening. Other members of my family became involved and were very upset. We felt that if we were male, Latino or non African American, the manager would not have responded to me/us so aggressively with no ounce of understanding of the situation. I was treated with grave disregard and disrespect and as if I were at fault for this situation. I had never once refused or countered payment for the beverage services provided. I paid what was requested and rendered on the receipt. The manager never apologized for anything. He did not care about the facts, how we felt, nor the provision of service recovery. We were a large party of professional women who gave major patronage and revenue to this establishment. To be treated like some calculating criminal was deplorable and unconscionable. Not to mention, our room did not get cleaned for 2 1/2 days, we had to keep requesting towels, trash overflowing and we had to request for maintenance three times to fix a clogged commode. We look at this as a form of implicit and direct racism/colorism and a fluid example of substandard customer service. The concierge approached us we checked out the next day from the pool debacle. Why? No one approached of their own accord on the day of the incident. The concierge only approached likely after seeing the review of another family member in our party. It was not a sincere check in. All of this dampered our whole experience and is quite impressionable. Not in a...

This is an expensive dorm. It was my worst hotel stay ever. I had reserved the ho(s)tel via UNITED Hotels. It was 2 days ago when there was a heavy rain and flood in Cartagena. When i reserved from UNITED Hotels website the website did not ask about the name of the second guest. Because when you reserve a room you always reserve for 2 adults by default. When i checked in to hotel they strongly insisted for the second name in the reception and i gave an arbitrary name without surname.The hotel entrance is wierd. Like a hostel or college dorm, when you enter to the hotel a security guy stops you and checks your name with the list with him. The front desk is 15 floors upstairs. On my second day of the stay I came with my friend and since her name was not on the list so they did not allow her to go upstairs. It was very disappointing. I have stopped there 30 min. And after that i could go to reception and talk them another 30 min. And they registered her name and then we could go upstairs. It was very shameful to wait there and being asked about your guess. The questions are “Who is she? Why is she here?” . No privacy at all. I wanted to talk hotel management but they gave a name Jorge and they said he comes only weekdays, and I was there on saturday. Meanwhile I tried to connect to UNITED Hotels but also they did not reply to my problem. After I registered my guest to the hotel, the next morning when we come to hotel they again mentioned at sevurity my same guest was not registered or checked in. It was another time again!!! Then again 1 hour of talk we were in. Then I tried to talk to the guy Jorge as they mentioned on monday.And asked for a refund for the remaining days because I dont want to stay in such a terrible hotel. Additionally the hotel area was flooded about 1 meters deep it was a dangerous region to stay. He told me the UNITED Hotels should give the refund. I called the UNITED Hotels and they said the hotel should give me refund. I spent 1 hour to reach to the UNITED Hotels and finally they said they would contact to hotel management. Again I asked to Jorge and he said yes the UNITED hotels sent them email. But then when i wanted to early checkout and refund the guys in reception told me that Jorge decides and he is in meeting and he did not get any response from UNITED Hotels!! I even dont mention the room. The lights are defective, they said they give a superior room with ocean view but the ocean view is only from the corner only 1% of the window sees the ocean from the edge. Stay away from this Estelar ho(s)tel and stay away...

Rooms: The rooms were clean, spacious, and comfortable, though definitely not overly luxurious. They do offer stunning views of the water. Thorough and polite cleaning staff.

Location: Conveniently located in Boca Grande, the hotel is within walking distance of excellent restaurants, pharmacies, and other amenities.

Pool Area: Unfortunately, the pool area was disappointing. There were insufficient loungers, and the available chairs were uncomfortable. The Jacuzzis were dirty. The service in this area was subpar.

On the first day, my sister and I had to go directly to the bar to place our orders, as the servers never returned after seating us. We ordered and paid for one water and one mimosa, but the server later attempted to charge us for two waters. Upon questioning the discrepancy and showing the original receipt, he awkwardly walked away without explanation and did not return to take additional orders.

On the second day, we decided to give the pool area another try, but the experience was no better. Loungers were still unavailable, and once again, we had to go to the bar to order. After receiving our food, the server never checked on us or returned to assist further.

Skybar 51: The views from Skybar 51 were spectacular, but the service left much to be desired. Staff members were present but seemed unorganized, leaving us unsure whether to seat ourselves. Once seated, we waited approximately 10 minutes without any assistance before I eventually went to the bar to purchase drinks directly.

Front Desk: Polite and we were able to check in about 45 minutes before the 03:00pm check in time.

Doormen: Despite the shortcomings in other areas, the front doormen provided excellent service. Special thanks to Raul and the doorman working overnight on 12/28/24, who were both exceptionally polite...