Hotel Acqua Medellín — Hotel in Medellín

I booked and prepaid Hotel Acqua via hotels.com for a 3 night stay on a visit to Medellin. Upon arrival, the front desk girl told me there were no rooms available and a manager had emailed me to say so that day (I have no email in my inbox). She was dismissive and was unable to offer any help or put me up in another hotel. I had to scramble at 10PM with bags to find another hotel for the night.

I returned the next day to use what i had paid for. The front desk team was unapologetic about the night before and checked me in.

The room is basic and small - the reviewers who call it clean, comfortable and large must have stayed at the 'other' Hotel Acqua, because none of those adjectives are accurate here. The sink and shower were grody, the bed hard as a rock. Music thumped all night through the window because Medellin DJs never stop working apparently and this hotel is on a busy party street. When you leave your room, you are in pitch black for 3-5 seconds due to delayed onset motion sensor lights.

Also, the WiFi - I was trying to work from my room and my zoom calls were dropped every 3 minutes. So frustrating.

Upon checkout to go to the airport for my flight, the front desk was surprised to see me leaving 'a day early' -- apparently since they gave up my room on Thurs night, they just moved my shifted reservation to begin on Friday and checkout a day later than originally booked. She wouldn't refund the prepaid night's rate.

AVOID THIS HOTEL AND THEIR SHADY BUSINESS PRACTICES. Do yourself a favor and spend the extra $15-$20 a night and stay at a...

Don’t ruin your trip to Medellin, stay elsewhere! You have so many lodging options to enjoy this lovely area! I don’t usually write reviews but the experience was so bad that I had to warn others. First, although no hotel staff was available to help with luggage upon arrival, they wanted to charge $100,000 pesos for my nephew to take our luggage up to the room saying visitors are not allowed. Finally given a few minutes before being charged. Rooms have no refrigerator until I found out they are available but only upon request, who knew? Bare minimum toiletries in the bathroom and you cannot use towels to wash your face or shower properly as any sign of makeup or actual use might require you to pay to replace them! We had to wait in the lobby while they checked all room furnishings before being allowed to check-out and while taxi to the airport was waiting! We couldn’t get 2 keys to the room even though we paid for 2 guests, when finally given a second key, first key was deactivated. Breakfast which is included is not even worth mentioning. |Lastly, it sounds noble when they say hotel policy does not allow visitors in your room. Then you see hotel guests returning late at night accompanied and anyone who paid the extra $100,000 pesos was allowed. We on the other hand had to greet relatives in the lobby to avoid being charged for their visit!...

Great location! Walking distance to the park and not too close to the noise. Rooms are spacious and clean.

My two complainant are the following. 1. My fiancé forgot her ID and the manner which we were spoken to was too harsh for that small mistake.

I locked by wallet and passport in the safety box without first programming it correctly. The simple solution is to get the hotel to open it. They have the key to it. But the person with the key is off and if that person is off, the hotel doesn't have another one on the property. The hotel expected me to pay a locksmith to open it. I ended up not being able to open the safe and without access to my belongings for a day. If I had to leave to catch a flight, I would have been in a lot of trouble because of this...