Hampton by Hilton Cartagena — Hotel in Cartagena

There are some great people working here, no doubt. None of my complaints revolve around specific individuals, definitely an awesome team working here! Breakfast is served as room service due to renovations and they executed this well. This hotel is also in a great location in a great building, one of the "cooler" Hampton properties I've stayed at.

Unfortunately, though, the compliments end there. This is by far the worst Hampton that I have stayed at and below are six experiences that were highly disappointing.

I received an email in Spanish about a week prior to arrival that made it clear that the pool and gym would be closed during my stay. What was lost in translation was that this was due to ongoing renovations, rather than COVID precautions, and that I was required to respond to the email. A few days before my stay I received another email demanding a response. This seemed very unusual for a chain hotel to email a customer and require a response. I wish I would have be able to be informed of the renovations more explicitly.

Upon arrival I was directed to the small card table that serves as the check-in desk and was told to wait for someone to check me in. Again, I was unaware of the renovations so this was highly peculiar. After I wait 5+ minutes for check-in, the employee arrives but, first, has to address another guest who has no AC or wifi in their room. At this point, I considered walking out--the whole process so far had been very disjointed and disconcerting.

Finally, the front desk rep got around to me and the check-in process began. I had stayed at another Hilton brand property the night before in Bogota, but this check in process was very different. Lots more paperwork--so much that they forgot some until the next day! The whole process was very slow and laborious.

As usual, they needed to scan my passport, but the scanner was not in the "lobby" so they had to take my passport, scan it, and return it to my room. And after an hour, I didn't have my passport. A quick trip to the lobby allowed me to recover the document, but the wait was disconcerting.

My worst fears were confirmed when I arrived at my room. No AC. In fact, it was out for the whole floor. It took close to 3 hours after I arrived to get the issue resolved then a while more to get my room cooled down.

The renovations were the central theme of my stay. It sounded like work went late into the night only a couple of floors above guests (no power tools, though). Fire doors were ajar or simply missing. The end product was nice, I really liked my room. But, this hotel is simply not ready for business and I was not made aware of the renovations.

Finally, at this critical time of the year for HHonors loyalists, I did not get any points/night/stay credit for this hotel. After not seeing my points posted, I found a diamond member who posted about the same issue on TripAdvisor even before the pandemic and renovations. So this has been an ongoing problem at this property and I simply wasn't informed that this would be the case. I booked my stay the way I always do, through...

I have had several bad experiences at this hotel, but I let them go because I tried to educate people at this hotel, and thought that this would help on going forward basis, but today was the last straw. The workers at this hotel need some major education. Like they need to be shown something about hospitality and how to respect clients. How to treat people and actually listen to them. This is the reason I am writing this review. Please send the workers to immediate training. Please . I checked in with Roberto and I have never met someone who could care less about a person than this guy who needs some major education in both how to treat clients and also work in this industry. ||||Roberto tried to charge me something that he should not have charged me for and than when I tried to explain it to him, he could care less. Just wanted to charge me and get it over with. So he won. Charged me money that he should not have charged. But more than this, one of the rudest experience ever. Roberto, please go and get some lessons on customer service. Last time, I was give a room that had sheets and wall with cum stains and when I returned back to the front, they just changed the room. Damn, get some lessons in customer service. Offer a free water or something. This time, Roberto put it over the top by not paying attention to what I was saying. Ignoring what I said. I actually did not even write a review last time I was assigned a room with cum statins, but this time, thanks for the ignorance of Roberto, I felt compelled to write a review. I am, in fact, planning on forwarding it to HIlton for quality assurance purposes. I am not sure if I will stay here again, but for goodness sake, get the people some eduction. I DO NOT RECOMMEND THIS...

My experience was beyond amazing the entire staff was so incredible with me I will always be grateful. I went on this trip ALONE! I’m from NYC, some of the staff was aware of it and really make sure I was safe I would like to thank each and one of them for their company and for allowing me to get to know a bit about them. I will start with Rosalio amazing person who loves what he does, it felt very nice to be welcome by Rosalio at the Hampton every hotel needs a Rosalio to greet their guest!! I’m going up to the lobby where Jorge Luis , Darlis, Loretta and Jenniffer are these people are the best the level of work effort is amazing as a team they work and communicate highly professional and of course breakfast was amazing the kitchen area was very nice clean and organize!! Luzmila from House keeping truly awesome I had a little procedure done and I had told them to clean my room by certain time so when I get back I can relax and rest as recommended by my doctor, when I got back I felt that room was clean with love I felt it as soon as I open the door! Onésimo and Javier cool, amazing attentive! and finally Alciviades pool area very humble very attentive makes the best lemonade drinks and plays wonderful music in the pool area. These people all are truly amazing and I will definitely will be going back to Hampton by Hiltons and see my new friends...