Hotel Leviu Poblado — Hotel in Medellín

Unsafe and terrible customer service. Do not stay here!!!||||• Central location but unsafe at night(8:30pm) – we were robbed at knifepoint by 3 guys less than 200 meters away from the hotel||• At first, hotel staff (Night receptionist) was very kind and helpful during the incident||• No empathy at all from upper management when we were later requested to pay for the stolen key||• Manager refused to speak with us directly||• They attempted to charge our card without consent||• Spent 45 minutes arguing at checkout, nearly missed our flight||• Not tourist-friendly – I wouldn’t recommend this hotel at all||• Full review below||||Full Review: Our 6-Night Stay at Hotel Leviu (From 29th May)||||We stayed at Hotel Leviu for 6 nights from 29th May-June 2nd. The hotel is located in El Poblado, but that does not mean it’s in a safe area to walk, especially at night. Sadly, what should have been an exciting trip turned into a very frightening, traumatizing, and upsetting experience.||||On Thursday night at around 8:30pm, just a couple of minutes(less 200 meters away) from the hotel (near Carrera 34 with Calle 11B), we were robbed at knifepoint by three men. They took everything, our cash, bank cards, drivers license, hotel physical key, and even ripped my shirt and left scratches on my body. It was terrifying. We believe they probably have everything recorded by their lobby security cameras, if needed to confirm.||||Luckily, some kind locals and passing drivers stopped to help, and we were able to run away. We made it back to the hotel shaken and distressed. The night receptionist was amazing, she helped us call the police, stayed calm, translate everything to the police when they arrived, and reassured us that we were safe. She even told us not to worry about the key being stolen because the hotel is secure and monitored. That kindness meant a lot at the time.||||For the rest of the stay, we felt too anxious to walk anywhere, so we relied on Ubers for everything. We even considered flying home on the following day due to how unsafe we felt, but in the end, we stayed.||||Unfortunately, things got worse again at checkout.||||We were told we had to pay for the stolen physical key. We could not believe it. We explained the situation again, reminded them we had been robbed, and that the hotel and police were fully aware of the incident. But there was no compassion or understanding. Instead, they referred to a signed policy that said guests must pay 100,000 COP(25ish USD) immediately for a “lost” key.||||We pointed out that we didn’t lose the key, we were attacked and robbed. We were careful with our key, and this wasn’t our fault. Still, they insisted on the charge.||||We asked to speak with the manager directly. The receptionist was clearly trying her best, but said that the manager, who she was on the phone with, was refusing to speak to us. The manager then told her to look up our card details on their system to try to charge us without our consent. That was deeply upsetting and completely unacceptable.||||We had already spent 45 minutes trying to sort this out, and we were now running late for our flight back home. In the end, we apologized for refusing to pay, left and took an Uber to the airport, angry, disappointed, and still shaken by the whole experience.||||Also worth noting: on our first night we asked for a second key and were told to wait until the next day. Eventually they gave us a physical key (because none of their key cards were working). The physical key was the one that was stolen.||||Overall, Hotel Leviu management showed no empathy or concern for us as guests who experienced something extremely traumatic. Medellín is trying hard to welcome tourists—but when things like this happen and management acts coldly and tries to charge victims without consent, it’s truly shocking.||||There are better places to stay in Medellín where guests are treated with kindness and respect. Sadly, this was not one of them. Please, do yourself a favor a find somewhere...

Unsafe and terrible customer service!

• Central location but unsafe at night(8:30pm) – we were robbed at knifepoint by 3 guys less than 200 meters away from the hotel • At first, hotel staff (Night receptionist) was very kind and helpful during the incident • No empathy at all from upper management when we were later requested to pay for the stolen key • Manager refused to speak with us directly • They attempted to charge our card without consent • Spent 45 minutes arguing at checkout, nearly missed our flight • Not tourist-friendly – I wouldn’t recommend this hotel at all • Full review below

Full Review:

We stayed at Hotel Leviu for 6 nights from 29th May-June 2nd. The hotel is located in El Poblado, but that does not mean it’s in a safe area to walk, especially at night. Sadly, what should have been an exciting trip turned into a very frightening, traumatizing, and upsetting experience.

On Thursday night at around 8:30pm, just a couple of minutes(less 200 meters away) from the hotel (near Carrera 34 with Calle 11B), we were robbed at knifepoint by three men. They took everything, our cash, bank cards, drivers license, hotel physical key, and even ripped my shirt and left scratches on my body. It was terrifying. We believe they probably have everything recorded by their lobby security cameras, if needed to confirm.

Luckily, some kind locals and passing drivers stopped to help, and we were able to run away. We made it back to the hotel shaken and distressed. The night receptionist was amazing, she helped us call the police, stayed calm, translate everything to the police when they arrived, and reassured us that we were safe. She even told us not to worry about the key being stolen because the hotel is secure and monitored. That kindness meant a lot at the time.

For the rest of the stay, we felt too anxious to walk anywhere, so we relied on Ubers for everything. We even considered flying home on the following day due to how unsafe we felt, but in the end, we stayed.

Unfortunately, things got worse again at checkout.

We were told we had to pay for the stolen physical key. We could not believe it. We explained the situation again, reminded them we had been robbed, and that the hotel and police were fully aware of the incident. But there was no compassion or understanding. Instead, they referred to a signed policy that said guests must pay 100,000 COP(25ish USD) immediately for a “lost” key.

We pointed out that we didn’t lose the key, we were attacked and robbed. We were careful with our key, and this wasn’t our fault. Still, they insisted on the charge.

We asked to speak with the manager directly. The receptionist was clearly trying her best, but said that the manager, who she was on the phone with, was refusing to speak to us. The manager then told her to look up our card details on their system to try to charge us without our consent. That was deeply upsetting and completely unacceptable.

We had already spent 45 minutes trying to sort this out, and we were now running late for our flight back home. In the end, we apologized for refusing to pay, left and took an Uber to the airport, angry, disappointed, and still shaken by the whole experience.

Also worth noting: on our first night we asked for a second key and were told to wait until the next day. Eventually they gave us a physical key (because none of their key cards were working). The physical key was the one that was stolen.

Overall, Hotel Leviu management showed no empathy or concern for us as guests who experienced something extremely traumatic. Medellín is trying hard to welcome tourists—but when things like this happen and management acts coldly and tries to charge victims without consent, it’s truly shocking.

There are better places to stay in Medellín where guests are treated with kindness and respect. Sadly, this was not one of them. Please, do yourself a favor a find somewhere...

Rooms have no windows, except one, the balcony suite. Window you see on their pictures is only a prop. Rooms are small. You get zero hangers and no wardrobe or closet, only a few drawers and a 10 hook rack, so you are literally living out of your suitcase. Bathroom sinks only have cold water, and shower had inconsistent hot water pressure throughout my stay. Location is good and staff is friendly but they speak no english. This hotel feels like a motel and does not meet...