Bio Habitat Hotel, Aken Soul Collection. — Hotel in Norte

Good afternoon,

Booked a room for my boss and his wife that were flying in from Canada. surroundings at the hotel are beautiful. To my surprise client service is deficient not to say horrible , A reservation had been made days before their arrival to make sure the room was available however they received a text message from the hotel stating that they ran their credit card and had been rejected twice . they immediately called their bank to learn that their credit card had not even been charged , so they decided to drive to the hotel to get this situation sorted out. Upon arrival they went to the front desk and the manager was called - JUAN DAVID JARAMILLO was the manager called to sort this situation, unfortunately he escalated the situation to a point of no return , he asked us to leave the property and to look for another hotel that was up to our expectation on client service. again views are beautiful , hotel rooms are nice and quiet , my boss stayed in december of last year and though client service could not get worse , but after this situation for that amount a night, you can surely find something with better client treatment.

ANSWER TO OWNERS RESPONSE: AS I CAN NOT COMMENT BACK I WILL RESPOND UNDER MY ORIGINAL MESSAGE.

We were waiting on current reviews after mine that would reflect our complaint, it seems we didnt have to wait long before more guest's left low reviews. the most current occured yesterday october 6th 2021 from a guest named Juan pablo Duarte , I will now proceed to copy a section of his review which future clients can also reference for his whole experience.

We felt disappointed that there was little accountability for mistakes (which of course happen!).

he describes his experience and how on several occasions the administrator had the opportunity to compensate on his mistakes, however they lack client service and after he waited half an hour after his time of booking for his table , he was told he could go to the bar have a drink and wait , oh !! but to please pay for his drink while he waits on the table he reserved but the hotel didn't have ready, even after they knew it was a special reservation made ahead of time.

It seems that in many of the comments new and old client service is something the hotel has to work on.

and as per your response.

I am not misleading , you can easily go through many of your reviews and see that your lack of client service is reflected on more than one occasion.

You didnt provide the option to pay at the front desk until we reached the hotel after 3 hours at the airport waiting on your response, you did state 3 hours before that the person in charge of making the credit card payment had left for the day and you wouldnt be able to process our card.

When we arrived and asked to speak to the administrator we asked how our experience would be better if it already started on such bad basis, we never asked for a compensation or for our nights to be free.

Instead of keeping calm, and explaining to the client your mistake and assuring them their stay would be enjoyable due to the variety of services and accommodations you then went on to state, that it would be better for them to leave the premises and find another hotel that would be up to their standards.

Your hotel is beautiful , and we are sure that these issues can occur, however it is how you handle yourself after that speaks volume on your experience and your client service.

I do hope you look at several current and old reviews and try to work on your client service if the same issue arrises more than once it is surely something important to look at. We leave reviews with the intention to help build the experience a hotel is offering in hopes to visit in the...

English: Incredibly disappointing experience with Bio Habitat

First, they had overbooked the hotel and thus only had one of the two rooms we had booked AND paid for, so half our party had to stay at another hotel. We were reimbursed for the room we didn’t get but spent the whole day and evening at our arrival dealing with this issue. Absolutely unacceptable and completely ruined our stay.

Next, the service at the restaurant is slow and amateurish. Drinks were served after the food, midway in the meal. Some of the staff had attitude and were busy texting while they knew we were calling them. Generally, they do not manage to live up to the level of service they charge for or wish to be at.

Lastly, the menu is boring. The choices as very few and static and they couldn’t even serve all they things on the menu because they’d run out (pork, lamb and ice cream)

All in all, Bio Habitat continued to disappoint us. At the price they charge the quality of the service should be much higher. We strongly recommend the manager to reconsider his way of running the place.

At least the room we stayed in was nice and clean and with a lovely view.

As compensation for our troubles the hotel offered to gift us a free one night stay with them. Despite the fact that we tried to inform them of the fact that we would be unable to make use of it, and it was therefore without value for us, they refused to consider other options.

Spanish: Biohabitat. Increiblemente decepcionante nuestra experiencia con Biohabitat

Primero habian sobrevendido las reservas por lo tanto solo tuvimos una de las 2 habitaciones que habiamos reservado y pagado por adelantado . Tuvimos un reembolso por la habitacion que no obtuvimos despues de gastar toda la tarde y parte de la noche tratando de que le dieran una justa solucion a el asunto. Tiempo perdido. Algo totalmente inaceptable y que destruyo nuestra estadia planeada con muchisima antelacion.

Para agregar al disgusto las bebidas ordenadas que deberian ser servidas al principio de la comida fueron traidas a la mesa cuando ya habiamos consumido la mitad de los platos ordenados. Agreguemos a esto la actitud de algunos de los encargados del servicio que estaban mas interesados en sus chats ignorando cualquier llamado para que nos atendieran. En general son incapaces de cumplir con las expectativas de los clientes que pagamos Una tarifa ALTA y esperabamos un servicio de buena calidad de acuerdo a la tarifa.

Por ultimo el menu que ofrecen es bastante escazo; muy pocas opciones, y ademas lo que ofrecian en la carta no podian servirlo porque ya se habia acabado el cerdo, el cordero y lo inico que ofrecian era un pollo seco y con muy escaso acompañamiento. Ofrecian en la carta helados que TAMPOCO TENIAN. Por todo esto estamos decepcionados con Bohabitat. Por el precio de la acomodacion el servicio deberia ser de muchisima mejor calidad .

La habitacion en que estuvimos es agradable y con una bonita vista.

Como compensacio a todos estos inconvenientes el hotel nos ofrecio una noche de acomodacion aunque le explicamos que para nosotros seria imposible hacer uso de este "regalo", esta observacion no tuvo ninguna validez ni atencion por parte del hotel ni su administracion y se negaron a considerar cualquier otra opcion que no fuera este "regalo" inutil para nosotros.

Le recomendamos especialmente al gerente de observar y corregir la manera en que esta dirigiendo este lugar que merece mejor manejo...

Beautiful place, but lacks in service, unfortunately. High expectations because of the environment and all things nice, but they just don't seem to be able to live up to them/pair them in service. At least, that was our experience. Not sure if we'd return. Breakfast great, with tranquil music, but the day and night vibe music wise.doesn't fit the bill for the tranquility we are looking for.

So, it's gorgeous inside and out, but you don't see it if you arrive late, and reception doesn't tell you about it at check-in. The room was pretty with a nice terrace, but cold (18 degrees C and on full airco when we got inside). This area can be very humid and fresh, and the rooms are all windows and concrete, some wood. We called reception several times to ask for heating, and told they would inquire and call us back. But after reminder calls an even walking up to reception, we were informed that the heatings were all distributed. As a result of it, we had to use a thick jacket and (fleece, not a nice woolen) blankets when we were in the suite.This is not the kind of comfort that we expect from a high end place. The bed was big and bliss.

We pre-ordered the dinner food, to save some time, and when we arrived at the restaurant at the agreed time, we still we had to wait 45 minutes to get our food, and the order was not complete. Staff were very sweet, the food was nice, but was not up to par. Good side salad and deserts.

We booked the sauna for a specific time but when we got there, there were still people and towels around. We ended up not going. This place supposedly boasts a swimming pool and a jacuzzi - water is luke-cold, and albeit you can sit in the jacuzzi if you'd want to, the pool is not much more than ornamental and about 30 cm deep, more poodling for kids-like. We ended up without any water for 2 times, just after we had a great massage in our room, too. And getting up early for the guided bird walk, the guide didn't come as it had been raining and there were little people on the list - right: the hotel indicated that I could just come the next morning to jot down my name, didn't need to do that on the list the evening before... Still did the lovely walk with a fellow guest who was dissapointed, too. We got binoculars from.reception, which was nice. So, all it all, a...