"Booked this hotel via American Express Travel. Upon check in we were told that there is no upgrade available by the front desk and bell hop man. After some talking amongst themselves the female decided to call her manager that was off duty and didn’t return to work until days later. She said that her manager approved us for an upgrade but her co worker said he cannot show us that room. We asked why and he just shrugged us off. He then said he can show us a room but we wouldn’t like it because it’s a downgrade. We went to see that room anyway and it was indeed a much smaller room and a downgrade. Eventually we decided on staying in the first room they gave us and they said tomorrow after people check out that they might be able to move us to a jr suite or suite. The next day the front desk informed us that they have a room ready and will move our things for us. When we got into the room we noticed immediately that it was very humid. The staff said that the room has ac issues and they already knew that and were trying to fix it. We decided to just make the best of our day because we didn’t have time to waste and left out for some lunch. We were assured that the issue would be handled by time we got back. When we we arrived back at the hotel they told us that there’s bad news and they can’t fix the ac. We decided to just head to the pool because that this point the stress was getting to us. When we got up to the pool I asked if they would be able to clean it because there was bugs and a lot of oil residue at the surface. No one came to clean it at all. So once again we were stuck making the best of what we thought would be the best hotel in Getsemaní. After returning from dinner the front desk informed us once again that the room next door has working ac so they will give us the keys and we can move our things over. This is the 3rd time in less than 48 hrs we have moved in and out of rooms. It’s been such a huge inconvenience and the complete opposite of the relaxation and serenity this hotel advertised. The next morning at breakfast we were approached by the “manager” and he said that he is sorry for the issues and can he offer us 2 mimosas and a late check out to make up for everything. We kindly informed him that we do not drink champagne and will be checking out and into another hotel after we are done eating. This has been a very disappointing start to what I thought was going to be an amazing birthday vacation. There is one pro. The kitchen staff is very nice and so is the pool bartender."

"My husband and I had the pleasure of staying at Hotel Capellan de Getsemaní in Cartagena for a full week, and it truly felt like a home away from home. From the moment we arrived, the hospitality was exceptional. Rey, the doorman, was incredibly warm, attentive, and welcoming—he set the tone for our entire stay. Yerlis at the front desk was equally wonderful. She was always helpful, knowledgeable, and ready to answer any questions we had, making everything seamless and stress-free. We were especially impressed by the dining experience. Lis and Tatiana provided outstanding service—both were professional, attentive, and very helpful when it came to ordering and serving our meals. Their kindness did not go unnoticed. Alejandro also stood out during our stay. He was not only hardworking and always keeping everything clean, but also very friendly and welcoming. He was the one who assisted us to our room when we first arrived, which made a great first impression. You can truly tell he takes pride in his work, and he always had a smile on his face. The hotel itself is very clean and peaceful, making it the perfect place to relax and unwind. And I have to mention the breakfast—fresh, delicious, and something we looked forward to every single morning! Overall, this hotel exceeded our expectations. The staff made our experience unforgettable, and we would absolutely return and recommend it to anyone visiting Cartagena."