Hoteller i Isla Grande – Independent i Isla Grande, Cartagena

"My partner and I had very high expectations for this 5-star hotel, but unfortunately, our stay did not live up to our expectations. It is an incredibly beautiful place with lovely surroundings and beautiful treetop bungalows, but it is very overpriced, and the service is not good. While some of the staff members were super friendly and helpful, we had far too many negative experiences. The hotel is large, and the communication between different services and staff members was lacking. For instance, our orders and requests were often forgotten, and we were given wrong information about meeting point for an activity. With several such incidents, we often felt overlooked and poorly cared for. We didn't feel good when we had to repeatedly ask for basic services. The final bill also included unexpected charges. Sadly, this stay was not worth the money we paid for it."

"We were a couple who stayed at this hotel, and we found out that we needed to go one day earlier than planned. In that case we tried to communicate with the number of the hotel on WhatsApp. And this were really difficult. They did not answer the questions I had and were not helpful. The only solution they had, was to rent a boat for 650 USD. The lack of communication from the staff did also appear when it came to the late check-in. They said they should inform us when the room was ready, but that never happened. We also ordered massage, but they also managed to mess this up too when they booked us on the day before. This were never communicated until the hour of massage. It seems like the hotel has a serious problems in communication, which is not making the stay relaxing. One of the reception staff acted a bit rude and was not very humble. All this were unfortunately characterizing our stay in a bad way. The hotel have two nice beaches and the rest of the staff and waitors were good. The food and cleaning were ok. "