Heiss Hotel — Hotel in Medellín

Just had one of the more bizarre experiences at a hotel in my life. The person behind the counter (he later said his name was Emilio after I asked a number of times but was reluctant to give me his full name) asked for our passports (my girlfriend and I) - I asked whether mine was also necessary or would one suffice as mine was in the bottom of my bag, to which he replied yes.

I proceeded to get it out of my bag and slid it onto the printer which was on the counter but when I slid it on there it fell off. Emilio then proceeded to lock eyes with me in a confrontational manner, not blinking or looking away for over 10 seconds.

I asked him what he was looking at to which he began gesturing to his right where my passport was. I was taken aback at his level of hostility and got up off the seat I was sat on and moved towards the counter telling him to show me some respect. He then cancelled our reservation on the spot.

When I repeatedly asked him why, he shrugged his shoulders on each occasion. As you can imagine I was particularly frustrated by now - Emilio then escalated the situation and said he was calling the police, I believe because I was asking for an explanation as to why our reservation had been cancelled which Emilio was reluctant to give.

When I asked him what he was going to tell the police I’d done, he again shrugged.

No bad language was used, no insults were thrown. As I said, a bizarre situation which I’ll be following up on with hotel management.

If you’re looking for a hotel that treats guests with respect, I’d look elsewhere.

Responding to the follow-up message from the hotel:

It’s clear from the response that you’re doing what you can to wrongly assign the blame to me. Having looked at other reviews on your hotel I see I’m not the only one who has had issues and with reviews being such a powerful decision metric for potential guests, no doubt you’re doing what you can to distance yourselves from the incident.

By ‘confrontational gestures’ I assume you’re referring to me rising from the chair and walking towards the front desk, behind which Emilio was standing. I remind you that this was after Emilio had confrontationally stared at me unblinkingly for over 10 seconds. He was the provocative party.

And for what, a passport sliding off the side of a printer? It hardly seems like a measured response from your reception staff. I’d be astounded if you believe this is an appropriate way to deal with a guest.

I remind you, no insults were thrown or bad language used. Our booking was cancelled on the spot within seconds of me approaching the desk without a reason being given, although I repeatedly asked for one.

A further reminder that Emilio then picked up the phone to contact the police over the matter, another sign that this individuals response was wildly heavy handed. When I asked him what he would tell the police I had done when they arrived, he employed another of his many shrugs and put...

Just had one of the more bizarre experiences at a hotel in my life. The person behind the counter (he later said his name was Emilio after I asked a number of times but was reluctant to give me his full name) asked for our passports (my girlfriend and I) - I asked whether mine was also necessary or would one suffice as mine was in the bottom of my bag, to which he replied yes.||I proceeded to get it out of my bag and slid it onto the printer which was on the counter but when I slid it on there it fell off. Emilio then proceeded to lock eyes with me in a confrontational manner, not blinking or looking away for over 10 seconds.||I asked him what he was looking at to which he began gesturing to his right where my passport was. I was taken aback at his level of hostility and got up off the seat I was sat on and moved towards the counter telling him to show me some respect. He then cancelled our reservation on the spot.||When I repeatedly asked him why, he shrugged his shoulders on each occasion. As you can imagine I was particularly frustrated by now - Emilio then escalated the situation and said he was calling the police, I believe because I was asking for an explanation as to why our reservation had been cancelled which Emilio was reluctant to give.||When I asked him what he was going to tell the police I’d done, he again shrugged.||No bad language was used, no insults were thrown. As I said, a bizarre situation which I’ll be following up on with hotel management.||If you’re looking for a hotel that treats guests with respect, I’d...

We were a bit worried due to the mixed reviews, but as soon as we walked in Cristian was very kind and welcoming. The room was cozy (there are bigger rooms available) but it had a good size balcony, AC system was great . There was plenty of natural sunlight. Our bed was very comfortable. We were with our 1 year old baby. The bathroom and the shower were very snug but it had good water pressure and hot water. The staff was very friendly and we felt safe. Every day they restock the water , coffee , sugar and tea.They have a good breakfast spread at cafe 11:11 downstairs. If you get breakfast included it’s buffet style (coffee, eggs, cheese , ham , cereals , yogurt , mini pancakes , breads etc). The rooftop has an audio bar with great music , atmosphere , drinks and finger food. The gym is well equipped plus you get a nice view. There are two restaurants downstairs (Bigzza - Italian and El Clásico - meats , hamburgers and picadas). There is a spa as well offering Botox services and facials.

Location is great , walking distance to restaurants ,...