Digging up Goldorak's excellent review to make a few comments after a recent, excellent, stay.
I visited Cartagena for the first time during Semana Santa and, as expected, the town was very busy with domestic and foreign tourists. But, it was still an excellent time to visit and experience this amazingly beautiful place.
I booked using a STEP rate which included upgrade on arrival (subject to availability), free breakfast daily, VIP treatment, USD100 to spend on food & drink.
Check-in was great. On arrival we were escorted to the Guest Services separate area for a seated check-in with with a glass of sparking wine. I was very surprised to actually receive an upgrade on arrival (from base room to a superior room with balcony on the top floor, overlooking the pool) given that the hotel was completely sold out a couple of weeks in advance. We were introduced to the butler team (a STEP perk with 'VIP treatment' - I think otherwise you need to book a suite for this), and one of the butlers gave us a short (and very interesting) historical tour of the building, showed us to our room, and messaged us via WhatsApp so we could contact them with any requests).
Room was great - very calming, great AC, pleasant smelling room diffuser, great view out to the sea as well. We had a nice welcome amenity of a box of chocolates, some extra water bottles, and a large bag of (delicious) ground coffee.
Throughout our stay service was fantastic - everyone was friendly, welcoming, and eager to help. We used the butler team to make some reservations for local restaurants, and one night at the El Jardin restaurant as well. We also organised late check-out via the butler, which was confirmed quickly.
Really enjoyed using our hotel credit for food and drink at the hotel - all delicious.
A particularly highlight was the breakfast - absolutely phenomenal range, and so much interesting fruit that you don't get in Europe! Sitting in the main courtyard with the lush, tropical, greenery was fantastic.
Only slight minor was that, being so busy, the pool area was often crowded. You could also get a sunbed if you wanted, but not always any shade (and there were not quite enough umbrellas for everyone). However the pool team did note preferences and moved things around as much as possible. Given the holiday period there were, understandably, a lot of children around - and a few large groups made for some quite noisy times at the pool. In an ideal world there would be an adults-only pool, but you can't have everything!
Overall, a great stay and I wouldn't hesitate to recommend or to return.