Hotel San Fernando Plaza — Hotel in Medellín

First if you are from USA DO NOT GO HERE. I had multiple problems: The front desk person said I DIDN'T NEED a reservation for dinner on dec 31 when I checked in. We got dressed up and then went to dinner and they said no we couldn't come because we needed reservations. Next my fiancee went to the pool the next day and were told we needed reservations? AGAIN NO ONE TOLD US we needed reservations for the pool. In addition there was no air conditioning blowing in the living room of the SUITE I reserved. So after finally getting through to the the manager she got me to change rooms and allow my fiancee and daughter to go to the pool. We were told to leave after two hours as there is a time limit, however Colombian people in pool were not told to leave even though they were there before us! When she tried to make reservations for the next day we were told no reservations!.. Why? I finally found out the apartment building tenants next door are allowed to pay a fee to reserve and use the pool even though they advertise the pool in all their ads. I left my fiancee daughters prescription glasses in the room that we checked out of for new room. We called down and were told no one working and to call the next day. We called next day and were told no glasses. We went to front desk and were curtly told no glasses. When I checked out I again told the manager my issues and presto someone went to the room ( it had not been cleaned previously as we were told and wow there were the glasses!) My daughter had headaches all weekend from no glasses thanks! Here is the worst fraud perpetrated at this hotel. The hotel BLOCKS ALL STREAMING IN THE ROOMS! As soon as you try to get Netflix or nfl gamepass or amazon prime it kicks you out. I HAVE NEVER SEEN THIS HAPPEN AT A HOTEL!. I asked them if they did that and they were evasive and they gave me another system to use that did the same thing.. NEXT. I went down to breakfast a little b 11 on the 2nd of January.. and they didn't want to seat me. They gave me a cup of coffee and didn’t want me to sit down even though lots of people were still eating. I sat down and saw the head waiter taking a Colombian couple order, yet they didn't even want me to sit down! I finally got them to let me order food that I paid for... and it took 20 MINUTES TO GET A SECOND CUP OF COFFEE AFTER I ASKED REPEATEDLY FOR COFFEE.. NEXT, we ordered pancakes for my fiancee daughter and they were like cardboard and horrible. Instead of crediting me they tried to send me more pancakes after another 30 minutes( by now she waited over 1 hour 15 minutes to eat) I called and said take if off the bill and they said they would not. so i went to lunch and found the person and told them to take them off my bill. I am platinum for life on American airlines with 16 million miles; titanium elite on Marriott; platinum on Priceline; and platinum on IHG. I am a seasoned traveler... i have not had this many problems at a hotel in a long time... don't advertise for Americans if you are going to treat them badly... and Priceline is an AMERICAN WEBSITE... don't use it if you aren't going to treat us the same as Colombian clients and don’t lie...

(POLICE INVOLVEMENT) I was essentially ripped off. When it was time to check out, I was told I had a Minibar charge. I never use the minibar, so I knew it was false, I explained that on a previous stay they had made a similar mistake. Shortly after, I was approached by “Cesar” who claimed was the person in charge and rudely insisted I had to pay the minibar. I restated I did not consume anything and he began to try to intimidate me. After multiple verbal threats, I paid the bill and called the police. When the police arrived “Cesar” cowardly hid to avoid speaking to them. The Minibar person “Maria Fernanda” (Frist name) made up a lie to cover herself that I had not allowed her in the room which was a complete fabrication. These people have keys and can enter anytime. These two individuals either made the most egregious mistake ever or conspired since they had ZERO proof of anything. I’ve never been treated with such disrespect. So my fellow travelers, with so many better options in Medellin please avoid this hotel at all costs. But if you must stay here, then make sure you take photographs of all Minibar items when checking in and out because at the end of the day it’s your word against the word of dishonest people like Cesar and Maria Fernanda. A message to hotel ownership: Dishonest individuals as above should not be employed in what you falsely claim is a five star hotel. A real 5-star hotel would not treat their foreign guests in such a disgusting manner. I see multiple people complaining about these individuals in other reviews.. it's time to make a change to save the hotels...

The pool was okay, you must catch the sun before noon to get a good tan. The gym needs an update. The breakfast is repetitive. The egg station chef is who saved me. The rooms were cleanly. The front desk personnel were not helpful and were very lazy and rude. One woman (younger) went as far as telling me "You should learn Spanish faster". On a separate occasion, the hotel didn't use our Expedia rate and we were trying to reconcile the over charge (be very careful of this!). There was a guy assisting us at first and didn’t have a clue, then a girl said she would help us instead because she spoke English. Please also note that my boyfriend speaks Spanish as it's his native tongue. Anyway, the girl assisting us answered phone calls, chimed into other guest conversations, poked jokes with the guy next to her, and also didn't pay very much attention to us and our concern. She finally said "I don't know". I then asked to speak to the Manager, she asked “why?!”. The Manager came out and confirmed the Expedia rate with my e-mail confirmation. The front desk staff are most unprofessional, snobby for nothing, and rude to the fullest if you're a tourist, oh, and unhelpful to say the least! The Manager is nice enough, he pretty much runs the front desk. The front desk attendants are pretty much only cashiers. It was the other staff in the hotel that saved this review. Don’t book here if you want an easy check in. Or, if you do, don't expect an over the top customer service experience or assistance if you should require anything further to...