Viajero Cartagena - Centro Hostel — Hotel in Cartagena

I’ve been going back and forth about whether to write this review. I normally prefer to resolve issues directly and give people the benefit of the doubt, but after more than a month of waiting, no follow-up, and an unfulfilled refund promise, I feel like I have to share my experience—both for transparency and so others know what to expect when things don’t go as planned.||||I stayed at Viajero Cartagena Centre on May 26, 2025. After checking into a large shared dorm for two nights (paid in full upfront), I suddenly became very ill—vomiting, weak, and completely drained—within the first hour. Given that I was sharing the room with 11 other guests, I didn’t feel it was safe or responsible to stay there in that state, neither for myself nor for the other people in the room.||||I explained the situation to reception, but it took several conversations before I was taken seriously. Eventually, I was offered a private room—but at a rate of 324,000 COP per night, which was completely outside my budget. I was so sick at that point that I didn't feel like I had a real choice. I didn’t have the energy to argue or search for another place to stay, so I agreed, even though the price was steep.||||The next day, still feeling unwell, I asked about staying another night in the private room. I was told the rate would be even higher. At that point, I decided to leave and move to a different hostel, as it was simply unaffordable to stay. I also wasn’t refunded for the second night in the dorm, which I didn’t use.||||What stood out to me most during the whole experience was the lack of care. At no point did anyone check in on me, offer support beyond the logistics, or acknowledge that I was clearly not in a position to make fully informed decisions. I know the team was likely following protocol, but when a guest is visibly ill, a bit of flexibility and basic human empathy goes a long way.||||I followed up via email on June 15 to explain what had happened and to request a refund for the first dorm night, which I had been told would be reimbursed. I also shared that I felt unsupported during a difficult moment. On June 16, I received a reply apologizing for what happened, confirming that the refund would be processed, and saying the case had been forwarded to management to see what else could be done “to compensate the situation.” That was the last I ever heard from them.||||I sent two more follow-up emails, on July 3 and July 12, and got no response.||||To be clear, I don’t believe the staff acted out of bad intent, and I understand they were trying to stay within their internal guidelines. But this situation called for more than that. If I hadn’t taken responsibility and pushed to move out of the dorm, it could have been a health hazard for everyone in that room, not just me. Instead of support, I felt like I was being charged the maximum possible simply because I was vulnerable and had no other option in that moment.||||I’ve stayed in many hostels over the years, and for me, a good one should feel like a home away from home, not just a place that maximizes profit wherever possible. I would have been satisfied with a follow-up, an honest explanation, and a refund that had already been agreed upon. But being ignored after reaching out repeatedly is what disappoints me most.||||Viajero Cartagena may be a good choice under normal circumstances. But if something goes wrong, don’t count on them to take responsibility or...

I’ve been going back and forth about whether to write this review. I normally prefer to resolve issues directly and give people the benefit of the doubt, but after more than a month of waiting, no follow-up, and an unfulfilled refund promise, I feel like I have to share my experience—both for transparency and so others know what to expect when things don’t go as planned.

I stayed at Viajero Cartagena Centre on May 26, 2025. After checking into a large shared dorm for two nights (paid in full upfront), I suddenly became very ill—vomiting, weak, and completely drained—within the first hour. Given that I was sharing the room with 11 other guests, I didn’t feel it was safe or responsible to stay there in that state, neither for myself nor for the other people in the room.

I explained the situation to reception, but it took several conversations before I was taken seriously. Eventually, I was offered a private room—but at a rate of 324,000 COP per night, which was completely outside my budget. I was so sick at that point that I didn't feel like I had a real choice. I didn’t have the energy to argue or search for another place to stay, so I agreed, even though the price was steep.

The next day, still feeling unwell, I asked about staying another night in the private room. I was told the rate would be even higher. At that point, I decided to leave and move to a different hostel, as it was simply unaffordable to stay. I also wasn’t refunded for the second night in the dorm, which I didn’t use.

What stood out to me most during the whole experience was the lack of care. At no point did anyone check in on me, offer support beyond the logistics, or acknowledge that I was clearly not in a position to make fully informed decisions. I know the team was likely following protocol, but when a guest is visibly ill, a bit of flexibility and basic human empathy goes a long way.

I followed up via email on June 15 to explain what had happened and to request a refund for the first dorm night, which I had been told would be reimbursed. I also shared that I felt unsupported during a difficult moment. On June 16, I received a reply apologizing for what happened, confirming that the refund would be processed, and saying the case had been forwarded to management to see what else could be done “to compensate the situation.” That was the last I ever heard from them.

I sent two more follow-up emails, on July 3 and July 12, and got no response.

To be clear, I don’t believe the staff acted out of bad intent, and I understand they were trying to stay within their internal guidelines. But this situation called for more than that. If I hadn’t taken responsibility and pushed to move out of the dorm, it could have been a health hazard for everyone in that room, not just me. Instead of support, I felt like I was being charged the maximum possible simply because I was vulnerable and had no other option in that moment.

I’ve stayed in many hostels over the years, and for me, a good one should feel like a home away from home, not just a place that maximizes profit wherever possible. I would have been satisfied with a follow-up, an honest explanation, and a refund that had already been agreed upon. But being ignored after reaching out repeatedly is what disappoints me most.

Viajero Cartagena may be a good choice under normal circumstances. But if something goes wrong, don’t count on them to take responsibility or...

I'm not sure why this place is rated so high. This is probably the worst hostel I've visited so far (and I've gone to countless hostels all over the world, including Colombia). Viajero's front desk staff are the laziest and least caring hostel staff I've ever seen. They never have towels and don't even recommend alternatives when asking for one. When I finally got a towel after the 2nd day, I used it once and then the housekeepers took it when cleaning the rooms. When I ask for another towel they say they need to charge for it. This happened multiple times. The showers are dirty and hardly work (think weaker than a sink) with no hot water. Oh, and dont be surprised if the water runs out mid shower or dont run at all for the entire day, including the sinks, and toilets. The bathroom sinks NEVER had any hand soap (Theres an ongoing pandemic ffs) and the AC in the rooms are so weak you will sweat to death in your room. On my third day, I came back to someone else laying in my bed, which resulted in damaging my $300 prescription glasses the man was laying on top of! I asked the staff whats going on and they didnt bother apologizing for double booking and just moved me to another bed. They don't recommend any activities or tours either. When I asked to book a boat tour, the receptionist said I am all booked without telling me I had to pay when I arrive for the tour next day, this almost resulted in the cancellation of my tour when I showed up to the meeting spot thinking the tour was charged on my credit card rather than expected to bring cash. Luckily, my tour guide (not a part of the hostel) lent me money so I could do the tour. Ended up checking out of this hostel early after another issue with not being able to shower after swimming in the ocean. I checked out early and I asked the hostel for a refund for the extra nights that I am not staying, the recetionist said he can only refund one night. There isnt much of a social atmosphere also, despite being a packed hostel. I don't expect five star quality from hostels (and Ive been to some really bad ones) but this place takes the cake for worst hostel. I really cannot think of one good thing about this business. Save yourself from a nightmare if you want to enjoy Cartagena by...