Hotel NH Cartagena Urban Royal — Hotel in Cartagena

No clue where to begin. Service was terrible! Upon checkin, every single guest had to provide ID. My family is from Colombia, so I was told they would have to pay additional tax as my guests even though it was MY reservation and I PAID for the room and tax already! We were told my nephew (1yr old) was not allowed to stay because he did not have an ID and his father did not have his birth certificate with him. When making the reservation on Travelocity it asked how many people in each room, I indicated 2 adults and 1 child per room (I book two Superior Rooms [Extra Bed 2 Adults + 1 Child). It asked for their ages, I said 16 and 1, and I was told I only booked rooms for 4 adults! They told me I had to pay extra for the kids! THEN.... they put my family in a room with ONE BED although I booked a room with two beds and did not tell me!!!! They said they can't see what is booked when you use a site like Travelocity, and they did not have two of the rooms I reserved available. After leaving to find another hotel, when I returned to checkout I was told they were going to move my family to another room which ended up being exactly the type of room I reserved in the first place! An entire 90 minutes of my time WASTED!!! My room faced the plaza and the hotel is right by the clock tower which was a nice view. However, the nice view turned out to be a NIGHTMARE because they party in the plaza ALL NIGHT!!! Police sirens, alarms, loud public music, loud people did not stop until 6am! We did not get any sleep. Save your money and get a room NOT facing the plaza. At night there is an abundance of "sex workers" all throughout the area. The room had a very mildewy odor that I forced myself to deal with. I believe the a/c coils need to be cleaned or something. My family's room did not have the same strong smell. Bathroom had visible Mold on the ceiling (see my videos), the toilet seat was broken, there were no facecloths or hand towels only two bath towels, one of the sconce lamps over the bed broke and hit my son in the head! I pushed the stopper on the sink to shave and was not able to undo it so I had to leave the dirty water with my shavings in the sink for housekeeping. On the surface, the place looks great on the outside, and on the inside. It's old, boutique, and maybe historic so I expected a few flaws. But I would NEVER stay here again. The service was UNACCEPTABLE! But I can say that they were never rude in their tone, but the act that they carried out for me and my family was egregious. They tried their best to taks advantage of us. Also, there is NO PARKING so take a car service. (IT WOULDNT LET ME UPLOAD MY VIDEOS SO I HAD TO TAKE SCREENSHOTS). I'm going to do a YouTube Review with full video...

I recently had the pleasure of staying at Hotel NH Royal Urban during my trip to Cartagena. From the moment I arrived, I was impressed by the exceptional level of service and care provided by the hotel staff. Their warm welcome and attention to detail truly made me feel like a valued guest throughout my entire stay.

The customer care at Hotel NH Royal Urban is truly outstanding. The staff members go above and beyond to ensure that every guest's needs are met and exceeded. They were always ready to assist with any inquiries, provide recommendations, and make reservations, making my stay effortless and enjoyable. Their friendly and professional demeanor created a welcoming and inviting atmosphere that made me feel right at home.

The location of Hotel NH Royal Urban couldn't be more perfect. Situated in the heart of Cartagena, it offers convenient access to all the major attractions, shopping districts, and entertainment venues. Whether I wanted to explore the historic landmarks, indulge in some retail therapy, or experience the vibrant nightlife, everything was just a short walk or taxi ride away. This central location saved me valuable time and allowed me to make the most of my stay.

One of the highlights of my visit was the hotel's rooftop pool. The views from the pool deck were simply breathtaking, offering panoramic vistas of the city skyline. The pool itself was clean, well-maintained, and provided the perfect respite after a long day of exploring. The poolside service was impeccable, with attentive staff readily available to cater to any requests. It was a true oasis in the midst of the bustling city.

The hotel's restaurant also deserves special mention. The dining experience was a culinary delight. The menu featured a diverse range of delectable dishes prepared with the finest ingredients. Each meal was a gastronomic adventure, and the attentive waitstaff ensured that every dining experience was nothing short of exceptional. Whether I was enjoying a leisurely breakfast or savoring a sumptuous dinner, the quality of the food and the impeccable service always exceeded my expectations.

In conclusion, my stay at Hotel NH Royal Urban was nothing short of outstanding. The combination of the exceptional staff, prime location, luxurious rooftop pool, and delightful restaurant made it a truly memorable experience. I would highly recommend this hotel to anyone visiting Cartagena. Whether for business or leisure, Hotel NH Royal Urban is the perfect choice for an unforgettable stay. I can't wait to return and create more...

I wouldn't consider this a 4 star hotel based on my experience. Maybe 3? They did accommodate me with the last room they had left but it must have been a joke. My room flooded and they blamed it on the design of the shower. I assumed it was because of the drain not working fast enough but if it was the design like they said, that is a huge problem. The mini bar was empty. No water was provided. I stayed at the NH collection in medellin and that felt that a true 4 star hotel. Maybe even 4.5. This one in cartagena felt like the illegitimate love child of an nh collections and a Motel 6. There are many places in cartagena. I don't think I'll be going to this one again. The worst part was there was no communication or care about my concerns. I mentioned it to the front desk. They didn't send anyone to fix it. The maid just put towels down likes fort and called maintenance to fix it. Upon checkout, the front desk was still surprised about the incident and didn't care at all. Also, the faucet was broken but it wasn't a huge issue. It was more cosmetic and annoying since it moved back and forth. I...