Four Points by Sheraton Medellin — Hotel in Medellín

The hotel is located in a great area. Malls and restaurants are nearby. Public transportation is not too far away. Tourist sights and attractions are also nearby. This was my 1st time in Medellin and the Hotel left me with a very positive lasting impression. From the rapid check-in and check-out experience. I appreciate the professionalism, friendliness, and courtesy of the staff at the Four Points. I want to especially recognize Clara, Santiago, and Tatiana for exhibiting a high level of customer service. The represented the hotel well and sincerely like what they do. They were the face of the hotel upon entry and exit and were courteous, genuine, and customer advocates. Most of the employee's speak English for those of us that don't speak perfect Spanish. The breakfast buffet was well organized and prepared. The young lady who prepares the eggs to order was always smiling and did a superb job accommodating all guests. The food at the restaurant was reasonably priced and well prepared. The atmosphere of the restaurant was clean, and well organized. The menu has a variety of dishes and the food was well prepared and fresh. The rooms are clean, modern, and we'll sized. The hotel staff from the bell service, to door man, to cleaning staff, and restaurant staff were all professional, friendly, and genuine. The management team did a great job training the staff regarding customer service. My Elite status was well honored and recognized. Thank you for the elite upgrade. The room upgrade and higher floor upgrade was greatly appreciated and the suites have amazing views and are nicely sized. The restaurant and breakfast is well organized and the items are delicious. I look forward to returning to the area and will definitely use this hotel for any of my visits to Medellin and highly recommend this hotel to others traveling from the US. At the Medellin Four Points they represent the brand well. Definitely exceeded my expectations and made my vacation a great one. I left feeling well rested, rejuvenated, and as an...

My worst experience as a Marriott Titanium member with over 300 nights. Arrived late night and no Bonvoy status acknowledgement, instead Tony at the front desk attempts to charge me for 40% more than my reservation rate. I know my rate is much lower, so he tells me it’s “taxes”, I show him my booking confirmation which breaks down nights and taxes. As a Colombian resident and property rental owner I know exactly which IVA tax he’s talking about so I show him how the taxes on the confirmation in fact reflect the 19% IVA already. He challenges me and then tells me it’s because he’s charging me for 2 people. My reservation was only for 1 person, there’s no reason he should be trying to charge me more, hesitantly he reduces it now that “I’ll only be one person”, though there was never any reason to believe otherwise. He also firmly tells me I have to check out at 1pm. No Titanium late check out acknowledgement or even asks me if I’ll need it. Room was old and smelled terrible of mold and dirty socks. I got switched rooms, to which Tony didn’t even bother to update my card with the number, which ended up being a pain because even in the room the phone had the room number crossed off so I had to go outside to check the room number when I’d call to request something. Second room was also smelly, I realized the vent was visibly full of dirt and mold. Hallways smell of cigarette smoke so I think maybe people smoke in the rooms and they bombard them with smelly cleaning agents to disguise the smell. I let them know I’d be leaving the next day and they were fine with it, only reason I gave 2 stars they didn’t force me to stay. But the same receptionist smugly said “it’s not like we’re going to search the entire hotel for a room for you now”. Yes actually the standard is to be able to provide a room that isn’t full of mold. I went to a same-level hotel nearby from a competing change and what a different in service and value, I don’t even have a high loyalty tier there and was treated a million...

Until this stay, this was always my first choice hotel in Medellin and I have stayed here multiple times as I prepare to move to this city upon retirement. In my various trips, I have made many local friends in Medellin and my trip this time was specifically just to see them after a visit to Bogota. Last night, I invited one friend to join me for dinner, and then for a short visit back on my room. Per the very understandable security policy, he registered at the front desk with proper identification. This afternoon, I invited two different friends I have known for two+ years to have lunch with me at the hotel, and then we planned to also visit for a short time in my room. When the first friend of two friends came to show his ID per the security policy before we went to lunch, the front desk told me I would need to pay an additional charge for both of these guests today since I had already registered a guest in my room the previous day. In other words, I would need to pay to host any other different friends in my room for some drinks and conversation. I have never had this demand in any other Marriott property after over 800 stays. I was told this is local hotel policy. What you don't seem to understand is that when I stay at a hotel, it should by my home. I have perhaps a dozen friends locally I would like to host for a meal and conversation in my "home" during my week-long stay here. You need to understand that they are not staying the night, and in fact they bring revenue to your hotel when we have our drinks and meals here. That said, I will not stay in this hotel again. If given the chance for a review on your website, I will give you one star only for hospitality. Your policy is misguided, and the opposite of how you need to show hospitality to your guests. In the future, when I come to Medellin I will choose an Airbnb or a competitor hotel that shows me proper respect and...