Ugh, this would be a good property if they didn't try to pull all of the exchange rate, IVA, insurance nonsense they could muster that some Latin American properties throw at guests for an extra buck. As I explained to hotel management, no, they are not normal - plenty of hotels in Mexico and others in Bogota (the Sheraton tried none of this nonsense the night before) get it right. So, that leaves those properties that don't get it right feeling like scam factories - why would I ever return? I'll get to my normal pros, cons, and photos, but first, a rant on billing.

My billing experience here started off poorly. I had been upgraded to a Studio at some point and then downgraded back to a Capital Superior Queen. However, upon checking my reservation in app the night before, I found that my 122 USD total had changed to over 400 USD. I contacted the Ambassador desk, and within 2 hours, they corrected my reservation back to the old total.

Upon check-in, I knew that my rate without IVA (since I had a tourist stamp) should be 103 USD or around 460-470K COP. I was charged around 518K COP and told that was a deposit for incidentals. Sure, that's fine. I tried to ask what my rate was in COP but was unable to get a straight answer.

At check-out, I was presented with a bill that came out to 518K COP (what I paid the day before). This included an inflated base rate, IVA, and some ridiculous insurance charge I was not told about. I immediately raised my concerns, they took off IVA and the insurance but would not accept my argument about the exchange rate. They called a manager who just kept saying "no, no, no." I called them out as their posted exchange rate at the front desk sign was the right rate - they claimed that was only for exchanging cash and did not apply to room rates. Finally, they relented somewhat and quoted me a price of 479K COP as "something was wrong with the system." This was still high as I think it still included the scam insurance (like 4 or 5 USD). Tired of arguing, I gave in, but instead of refunding my card, they pulled a wad of cash from the drawer and gave me around 38K COP in cash bills. This wasn't my preferred method of refund, but I was able to use these tonight at dinner.

Regardless, all of this mess is just so ridiculous - is damaging guest sentiment to the point of not getting return business really worth the extra 10 USD they were trying to get from me? I know it seems ridiculous to argue, but it's the principle - all of the properties I visited in Turkiye, Egypt got this exchange rate work correct. All but 2 in Mexico City got it right. The Sheraton in Bogota got it right. Your reference rate nonsense is just dishonesty - you know what the rate should be. You know I shouldn't be paying IVA - you scanned my passport stamp. And you know I didn't accept your insurance charge.

Whatever, it just sours my image of your country and its hospitality industry.

Well, let's get to the non-billing section of the review:

Note: I was "upgraded" from a Superior King to a Deluxe Double because they said the room was bigger. They did say that I should let them know if I needed one bed, so I think they really saw this as an upgrade.

Pros:

• The beds are relatively comfortable - slightly firm mattress, but with a plush topper, the pillows worked, and the covers were plush enough - the linens were also soft
• The room design is nice - good desk, nice exposed brick, bathroom had spacious counter space
• WiFi worked well
• Had to ask, but no issue with the 2 PM late checkout I requested
• The Elite breakfast is really good
  • Small buffet of pastries, fruits - nice yogurt and passion fruit cake
  • Lots of a la carte menu options - really tasty and unique thick pancakes, nice eggs benedict with soft yet crispy bread

Cons:

• BILLING ISSUES
• Shower pressure was poor - one of those dumb heads with not enough holes (and some were plugged), and the wand head didn't have a high enough holder to be useful
• Poor outside noise isolation - could hear nearby clubs at night - had to turn on white noise on my phone
• No Ambassador in-room welcome amenity
• The toilet seat would not stay raised

Because of the billing nonsense, I wouldn't return.
Photos: