Hotel Mansion Guatape — Hotel in Guatapé

Just came back from Colombia stayed here for 2 nites found on the internet. This has to be the worst run hotel ever. They have no clue what they are doing. Horrible customer service. The property is in a beautiful spot with spectacular views. That's why it is a shame that it is so poorly run and maintained. Apparently the day we arrived the owner had given other people control to manage the hotel. We did speak with the Manager Jorge to express our concerns but we didn't feel that he really knew anything about the importance of good customer service. It felt like he really didn't care. So, lets begin. They ran out of towels, my Husband and I had to share a towel because they had no more. Their answer was that people steal the towels. I went to the front desk and complained they said 9 other people had no towels.I told them that it was unacceptable so they finally sent someone to the city to buy towels. Our room was not cleaned when we came back at 6pm. Their answer was that if we wanted the room cleaned we could have left the key since they don't have an extra. There was no mention of this before. The room itself was awful. A small old night table, 2 hanging shelves like you would see in a college dormitory.The sheets were falling off the old stained mattress. The shower head looked like some child put it together wires were visble. and the water was not hot at all. It rained and water came in through the door and soaked the floor but I had no towels to clean it! There is no phone in the room. The wait for breakfast or any other drink is long as they only have minimal staff that are trying but clearly unable to handle all the guests. If this was not enough when we went to pay at check out we were told that their credit card machine was not working or they didn't have one? They said we had to go into the city and go to bank take out cash and give it to a member of their staff. We ended up taking a bus and the staff member followed us on a scooter! As I said before the grounds and location of this hotel are amazing but stay away.. I hope the owner will realize that if he wants more tourists he needs to upgrade, modernize and maintain the property and get some professionals to manage so they can educate the staff about the importance of good...

Though the looks of the place are great, and the location near the Rock is ideal, this was one of the least impressive places we stayed at in Colombia. To end with, we are pretty sure we were taken advantage of by one of the staff members: when we first got there, they said there was a bus to pick us up and take us to the airport. The next day, I wait around for some help, eventually having to ask the cleaning staff and not the hotel staff about the bus, and they tell me that there is no bus and that I'd have to take a taxi. One service they offered was 125000 pesos, but that seemed extravagant in comparison to the bus we took to Guatape from Medellin was 16000. I tell one of the waiters this as he looks into a cab. My wife saw online that the trip would cost around 15 US dollars. Not so. A car shows up, more like a car service than regular taxi, and proceeds to charge us 150000 pesos. Not sure what the communication issue was, but I was pretty clear that the other car service was too expensive--but at that point, I had no choice because we had to catch our flight. Anyway, as far as the accommodations, the walls are paper thin, at least in our rooms. We could hear a normal conversation and very light snorer in our room. The mattress was uncomfortable and my wife and I had our worst nights sleep in Colombia here. Our "garden view" had a view of a potted plant and a hillside, There were power tools running at 7 am. In general, there were some signs of disrepair that could be easily mended. Again, a nice view, but ultimately a lot of issues that can be worked on (for instance, a bit more available hotel staff ( a waiter and a cleaning staff shouldn't be the only ones available to answer questions about transportation from 9 am to 11 am...), and others that can't (the thickness of the walls). Maybe look elsewhere or lower your...

DO NOT STAY AT THIS PLACE.||||We checked out 1 day early as the place was NOT ACCEPTABLE. It seemed nice at first glance, pretty "Fred Flintstone"- like but ok. I paid for 3 nights upfront (1st red flag). The 1st night we were put down below where the room smelled TERRIBLY of RAW SEWAGE and the rain leaked in the metal door. We were in a metal shed with a view of a metal fence with razor wire on top. Behind that was the lake. ||We moved upstairs into the real part of the hotel for the 2nd night and there was no hot water in the shower, which had only 1 working water knob. The whole place is very loud, the wifi is terribly spotty, the hot tub was not in the slightest hot and in a country that is proud of its coffee, they serve nescafe. Breakfast was eggs with ham or just eggs. Fine for day 1 but if you're allergic to eggs it sucks since the coffee is so terrible you can't even use that to stave your hungry until you get into town. I believe I should get a full refund but I offered to pay for 1 night. The front desk lady did not agree. This is Terrible customer service. Generally you make your customers feel ok about things, or they write really BAD reviews like I am doing now. We refused to stay for the 3rd night that I paid for. They refused to refund me the 3rd night even though they said they would. ZERO REFUND||||DO NOT STAY AT THIS...