Moet Casa Heredia — Hotel in Cartagena

I rarely write reviews, but I feel compelled to warn others: do not book the Moet Cartagena Boutique Hotel. Our experience here was deeply disappointing and upsetting from the moment we checked in.||We arrived expecting a charming, comfortable stay based on the photos on the booking platform. What we were shown, however, bore little resemblance. The first room had no glass in the bathroom window, and the view looked out directly onto a noisy, traffic-heavy road. When we requested to move, we were shown to a second room – next door – which felt more like a jail cell than a hotel room. Yes, it had a window with glass this time, but it was literally hanging off its hinges.||Trying to make the best of it, I went to take a shower – only to find a dribble of lukewarm water, leaking from the back of the shower fitting. Absolutely unacceptable.||I spoke with the reception, who was kind and understanding. I explained that the room had been grossly misrepresented, and that given it was a special trip and they had no alternative rooms for that night, we would like to leave and receive a refund.||Then came the invisible, slippery boss on the phone, who insisted that a refund wasn’t possible, hiding behind vague “processes” and the fact that it was a non-refundable booking – while simultaneously acknowledging that he “understood our situation.” He claimed only the booking platform could refund us – a blatant lie. He simply refused to take responsibility or act with any basic decency. It was clear he was more interested in keeping our money than offering any actual hospitality.||To add insult to injury, the so-called highlight of the hotel – the roof terrace – was closed for renovations, a fact that had not been disclosed anywhere prior to booking.||This hotel is a textbook case of false advertising, poor maintenance, and utterly disgraceful management. We left, out of pocket and incredibly frustrated, and spent the rest of our trip regretting ever having booked here.||There are so many better, cheaper, and more honest places to stay in Cartagena. Do yourself a favour – stay somewhere else. The Moet Cartagena Boutique Hotel is all boutique in name only, and a complete disaster in reality.||Avoid....

I rarely write reviews, but I feel compelled to warn others: do not book the Moet Cartagena Boutique Hotel! Our experience here was deeply disappointing and upsetting from the moment we checked in. We arrived expecting a charming, comfortable stay based on the photos on the booking platform. What we were shown, however, bore little resemblance. The first room had no glass in the bathroom window, and the view looked out directly onto a noisy, traffic-heavy road. When we requested to move, we were shown to a second room – next door – which felt more like a jail cell than a hotel room. Yes, it had a window with glass this time, but it was literally hanging off its hinges. Trying to make the best of it, I went to take a shower – only to find a dribble of lukewarm water, leaking from the back of the shower fitting. Absolutely unacceptable. I spoke with the reception, who was kind and understanding. I explained that the room had been grossly misrepresented, and that given it was a special trip and they had no alternative rooms for that night, we would like to leave and receive a refund. Then came the invisible, slippery boss on the phone, who insisted that a refund wasn’t possible, hiding behind vague “processes” and the fact that it was a non-refundable booking – while simultaneously acknowledging that he “understood our situation.” He claimed only the booking platform could refund us – a blatant lie. He simply refused to take responsibility or act with any basic decency. It was clear he was more interested in keeping our money than offering any actual hospitality. To add insult to injury, the so-called highlight of the hotel – the roof terrace – was closed for renovations, a fact that had not been disclosed anywhere prior to booking. This hotel is a textbook case of false advertising, poor maintenance, and utterly disgraceful management. We left, out of pocket and incredibly frustrated, and spent the rest of our trip regretting ever having...

When one of my employees visited had to go to Cartagena to see her family, some of us joined her and made it a girls' trip. From June 23 to June 26. Being my first time in Columbia, I was concerned about hotel selection, location, and safety. I needed to find a hotel close to everything where I could interact with the locals, visit historical sites, and learn about Cartagena's culture. Hotel Moet Cartagena was perfect. It's exactly what you see on the websites. The hotel is on the waterfront. The rooms are beautifully decorated, clean, and equipped with Wi-Fi (smart rooms A C, lights, and so forth). Breakfast was complimentary and delicious. The hotel is rich in cultural heritage. The hotel requires someone to open and close the doors. Safety was not a concern, as someone was always present to provide access in and out. Several restaurants and stores are on the same street (one of my favorite places in San Mateo). They have amazing food. Multi-culture meals and drinks are available on the menu. The mall, vendors, and street activities are within walking distance of the hotel. The staff is accommodating, professional, and sweet. Desy (the young hostess) is adorable, welcoming, and kind. Juan Jose (night guard-'a big NY Yankee fan') was very polite. The bellhop attendant (a young gentleman (I forgot his name)) is lovely and courteous. The manager was amiable and accommodating. The local people were charming, friendly, funny, and entertaining. I highly recommend this hotel if you want a hotel rich in culture, exemplary customer service, location, and minutes away from everything. I have no regrets about staying here. I felt like I was staying with my family. It was worth every penny. I plan to visit Cartagena soon (this time with my family and friends) and intend on staying at Moet Cartagena (my newly acquired home away from...