Originally Posted by ElevatorEnthusiast

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.