Hilton Garden Inn Santa Marta — Hotel in Santa Marta

Very nice facility. Check- in was smooth.We checked in around 9pm. However, our room was hot...very hot. We made the reservation on 20 August so it's not like they didn't know we were coming. The entire 12th floor was hot. Called the front desk. They sent a maintenance man up immediately who jacked around with the thermostat...but the room remained hot. Too hot to sleep. Called the front desk at 1230 am and complained about the heat again...both in the room and the entire 12th floor. They sent up a second maintenance man who jacked around with the thermostat for about 5 minutes before he revealed that the air conditioning is on a set schedule that is controlled remotely from a location outside of the hotel. So, our first night stay was hot to say the least. After we awoke about 9am and went to breakfast, which was good but rather expensive, we returned to our room and it was, indeed, air conditioned. I expect more out of a Hilton property. I requested that I be contacted by the hotel manager....who wasn't available we were told because he hadn't come to work yet at 10am. Nice hours. Requested I be contacted by the manager soon as he arrived. It's after 3pm and I have not heard from management yet. The room is nice, neat modern and we'll maintained. Bed and sheets very comfortable. One bottle of water is provided free for the coffee machine, but if you want more you have to go down to the lobby and buy it. Overall, not real impressed. My wife is a Hilton Friends& Family member... Kinda felt like we weren't valued Family or Friends based on the A/C problem and lack of response from management. And the 5th floor exterior patio is the only authorized cigarette smoking area...which has no shade, no chairs or tables and no place to relax while I smoke the only thing that helps my anxiety of being in a foreign country and dealing with the inconvenience we experienced. Oh, the bar closes at 10pm...so better get that alcohol on board early. I'll be here another week, so I may edit this mediocre review if the manager ever contacts me and restores my customer service faith in the Hilton Garden Inn Santa Marta. Okay...took 24 hours but I and the Hilton Garden Inn Santa Marta finally got on the same page as far as the A/C... I guess the squeaky wheel does get the grease. My room has been comfortable since I raised hell the first night I checked in. Couple of tips...if you plan on eating breakfast at the Hilton Garden Inn I suggest you pay for the breakfast IN ADVANCE at 29, 000 pesos per person. Otherwise, you will be paying 38,000 pesos per person each visit. Also, Gringos, ask the front desk for a taxi and they will order the taxi for you, document the taxi and destination and by the time you reach street level your approved taxi service will be waiting for you at the front entrance. Safety first. Got off to a rough start, but the staff made it right for my family and I and we will definitely consider the Hilton Garden Inn Santa Marta on our next visit to Santa Marta.👍👌😇 Also, visit the bar prior to 10pm so that Senor Julio can make you the most perfect Cuba Libre on the planet. Update 21 Oct... I may have been a little hard on the Hilton Garden Inn in my initial review. After the A/C issue was addressed and resolved the stay, customer service and food the service has been fantastic! My wife and I threw a little gathering here in the restaurant for 15 of our family members that could not have gone any better. Attentive service, reserved half the restaurant for our little party, the food was great and the kids meals came with dessert included. I couldn't be happier with the service we received. My family had a wonderful evening Thanks to the staff of the Hilton Garden Inn...

In short: good rooms, nothings more to expect. I stayed two nights at this Hilton hotel and found the experience mixed, with notable shortcomings that fall short of the Hilton standard, especially given the price. While the rooms are well-appointed and comfortable, and the ocean-view option is absolutely worth it, the overall experience was hampered by significant issues.

The rooms are comfortable and well-equipped, and I highly recommend opting for one with an ocean view—it’s a highlight of the hotel. However, I noticed a significant issue with humidity. After returning from a dive with wet gear, the room felt damp. Since the air conditioning lacks a dehumidifier mode and the windows cannot be opened, airing out the room was nearly impossible. For a hotel of this caliber, this felt like a major oversight.

The staff were generally friendly and tried their best, but it was clear that many lacked proper training. For example, when I politely asked the front desk to add two large bottles of water to my room, they redirected me to the bar instead and didn’t seem to fully understand my request. Additionally, the minibar in the room was empty, leaving guests to purchase items from the lobby and carry them back themselves—hardly what one expects from the Hilton brand.

The hotel amenities were disappointing. The rooftop pool is extremely small, more like a children’s pool than a proper one. The gym is equally limited, offering just a few treadmills, a single bike (which was not functional during my stay), and some weights. I asked for help with the bike, but three different staff members passed by, each assuring me someone would fix it quickly—no one ever did. Furthermore, there are no saunas or additional wellness features, which would be expected at this price point.

The breakfast buffet was average at best, lacking variety and creativity. This seems to be a broader issue in Colombia, where culinary skills often fall short of international standards. What stood out as particularly frustrating was the strict enforcement of the 10:00 a.m. end time. By 10:05, the entire buffet was cleared, even before staff had time to clean tables from earlier guests, which gave the restaurant a rushed and disorganized vibe.

Some pricing choices were puzzling and felt exploitative. For instance, charging 10,000 pesos for a small bottle of water is excessive, especially when 6 liters cost the same at a shop downstairs. At a hotel of this standard, complimentary drinkable water should be provided as a basic courtesy.

While the ocean-view rooms and mostly friendly staff are commendable, the shortcomings in service, amenities, and organization make this hotel fall short of Hilton’s brand expectations. At the price point charged, guests deserve a more seamless, premium experience. I would not recommend this hotel unless major...

Title: Disappointing Experience with Hilton Santa Marta

Rating: ★★☆☆☆

I recently stayed at the Hilton Santa Marta during my visit to this beautiful coastal city in March 2023. While the hotel had its merits, I had an unfortunate experience that left me dissatisfied and frustrated.

Upon arriving at the hotel, I was greeted by a courteous and professional staff who efficiently checked me in. The lobby was elegant and welcoming, creating a positive first impression. The overall ambiance of the hotel was pleasant, with modern decor and well-maintained common areas.

However, my stay took a turn for the worse when I encountered a significant issue in my room. I regret to inform fellow travelers that my stay at the Hilton Santa Marta was marred by a serious problem with bugs. Despite taking all necessary precautions, I was bitten multiple times during the night, which severely impacted the quality of my sleep and overall comfort.

The following morning, I immediately contacted the hotel staff to express my concerns and seek a resolution. The initial response from the hotel was prompt, and I appreciated their willingness to address the issue. However, despite several email exchanges, no satisfactory resolution was reached. I felt disappointed and let down by the lack of compensation or even a genuine acknowledgment of the inconvenience caused.

As a loyal Hilton customer, I had higher expectations for guest satisfaction and effective problem resolution. It was disheartening to receive what felt like generic responses that failed to address the core issue at hand. I believe that a situation of this nature should have been handled with greater care and urgency.

While my experience with the bugs was undoubtedly unpleasant, I must acknowledge some positive aspects of the Hilton Santa Marta. The hotel's location was excellent, offering convenient access to popular attractions and beautiful beaches. The amenities provided, such as the fitness center and swimming pool, were well-maintained and enjoyable.

Nonetheless, I cannot overlook the unfortunate incident that overshadowed my stay. I sincerely hope that the management of Hilton Santa Marta takes this feedback constructively and works towards improving their customer service and addressing pest control concerns promptly and effectively.

In conclusion, due to the disappointing handling of my complaint and the presence of bugs during my stay, I cannot wholeheartedly recommend the Hilton Santa Marta. I would encourage potential guests to consider alternative accommodation options until the hotel demonstrates a commitment to resolving such issues and prioritizing guest satisfaction.

Remember, a good night's sleep is essential during your travels, and it is disheartening when a reputable brand like Hilton falls short of meeting...