Binn Hotel — Hotel in Medellín

UPDATE (January 2024): The hotel manager finally responded - not to my direct emails, but only to this public review, with several inaccurate claims I must correct:||||1. They claim they "offered a discount" - This is completely false. I was charged COP 4,143,781 for my daughters, which was significantly MORE than my original room rate (COP 2,463,300).||2. They ignored multiple private email complaints but chose to respond here with misinformation.||||Original Review:||I booked a Junior Suite in May 2024 using a wedding promotional code (BODACATALINAIAN), prepaying COP 2,463,300 for three nights. The room had a king bed and pull-out sofa, perfectly sized for my family of four.||||Upon arrival after an overnight flight, we were hit with a shocking additional charge of COP 4,143,781 for having my two daughters (16 & 18) stay in the room - nearly double the original room rate! One of my daughters has special needs, making this situation particularly stressful.||||When I tried to resolve this:||- Staff refused to provide the manager's name or contact information||- No one would identify themselves||- They wouldn't offer reasonable alternatives like adjoining rooms||- Being in a foreign country without speaking Spanish, I was essentially forced to pay to access our room||||Despite their claims about "standard policies," there was no clear policy about what constitutes an "adult" for room occupancy during booking. Had I known about these charges in advance, I could have booked additional rooms or the larger Suite Binn for less money.||||I've traveled internationally for over 50 years and have never encountered such unreasonable policies or unprofessional treatment. Multiple attempts to resolve this privately via email have been completely ignored.||||Pros:||- Good location||- Clean rooms||||Cons:||- Hidden charges for children/teens||- Unprofessional staff||- No management accountability||- Poor communication||- Inflexible policies||- Ignores private complaints but posts misleading public responses||- Charges more for additional guests than the original room rate||||Room Tip: If traveling with family members beyond 2 people, regardless of age, expect significant undisclosed charges that may exceed your...

Overall summary: brand new facilities with a sub-par and deficient level of service, leading to a very low value for money.

I stayed at Binn from Friday to Monday (in admittedly a very busy period of Medellin). First glance - new facilities, and clean, comfortable rooms. Unfortunately the service level in almost all parts of the stay were subpar at best and definitely not in line with the prices they charge.

First, the check-in process was an absolute uncoordinated and lengthy process. 25min to check in with 4(!) people in the front desk, scrambling to find answers. Only to tell us that rooms would only be available from 3pm. To this we answered that it was ok, we could wait 15min. They immediately answered that they would actually need at least an hour or so to get the rooms clean. Unstructured and inefficient.

Second, cleaning service of the rooms is apparently done between 5-6pm. To which I asked if we could clean them a bit later (as I was resting). The answer from the cleaning staff: no. So no clean room that day.

Lastly, checkout process: with all the issues in check-in, I asked if it was possible for a slightly later checkout given my airport transfer. Again, the answer was no - this time because they needed to have the room available at 3pm sharp for a guest. To my surprise, my friend who I travelled with (and stayed another day) let me know they were still cleaning the room at 6pm - contradicting their initial reason.

All in all, a very low level of service from staff (which is not to say they are not nice and approachable - there were nothing but smiles all around) tarnishes and diminishes the value the hotel provides, to the point where you can get the same level of service or even better for a fraction of the price.

Until they address the underlying issues (service) this hotel is definitely not...

We recently stayed at Binn Hotel to celebrate our friend’s getting married. Everyone we spoke to highly recommended this hotel as it is suppose to be one of the best in Medellín. After hearing all the hype, I was expecting a 5 star hotel but honestly, it was a 3 star. The staff was excellent. Extremely professional and friendly. The hotel is clean however the rooms are small. The bathroom is small as well. The shower is a decent size but the door got in the way of someone was brushing their teeth. Our toilet clogged after just being there one day. The breakfast food was great, tons of different options however, we did room service one night and the food was absolutely disgusting! There is a bar at the top floor of the hotel, the first night we got there. We just wanted to go up and take a peek before we went to our room to rest, and the young ladies were so rude regarding my attire. I understand there was a dress code, but we were not going to sit at the bar. We just wanted to look as we were excited about our stay. Overall, the hotel was nice, but after talking to some people at the wedding, there are definitely more options to pick from. This wouldn’t be my first hotel to recommend to someone if they were to visit Medellín, I think social media...