Hotel Capilla Del Mar - Semi Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

3499 reviews

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  Decent, but I Won’t Stay Here Again…

  I stayed at this property in December 2024 with four other travelers. We all throughly enjoyed our stay (See previous review). So, when I planned a second trip to Cartagena for February 2026, I recommended this property to my fellow travelers. The “wow” factor was definitely missing in 2026, starting with the warmth from the employees that we experienced in 2024. Everyone was cordial enough, but only the bellhops consistently provided exceptional service. The cleaning staff, rooftop staff and a few breakfast hosts/hostesses provided good service too. Security was less than friendly at times and failed to greet us or welcome us back at times (whereas some other guests were happily greeted). In fact, I spoke with the front desk about an uncomfortable exchange where we were made to verify that we were guests with the bellhop before being allowed to walk upstairs to our rooms (7 guests in 4 rooms) even though the same guard had seen us waiting on the outside patio for 30 minutes before we left for our outing. Another time security instructed us to check in with the front desk first after we requested towels (even though we exited from the hotel). I am all for safety, but extend the same courtesies to us as you do to the other guests. With this being said, there were a few friendly security guards. The front desk clerk made a note of all of this, but no one followed up. I received an automated text asking how my stay was going that was not monitored. Best way to describe the front desk employees is as indifferent. They answered questions but weren’t enthusiastic, in my opinion. The first night in our two bedroom suite, the air conditioning did not work. We called three times and the issue was not resolved. It wasn’t until the fourth call asking for a manager again (and sweating throughout the night) that someone finally came up and fixed the issue. Otherwise, the room was well-appointed with two bedrooms (with televisions in each), two bathrooms, dining table and chairs, living room area with television. I requested a microwave and it was delivered promptly. So were requests for towels and face cloths. I appreciate this responsiveness from the cleaning and maintenance staff. We walked to several restaurants and the Bocagrande Plaza Mall very easily. The view from our 20th floor balcony was great. Overall, the stay was decent enough and the location is good, but I am staying elsewhere when I return to Cartagena. There are a lot of properties in the area that I’m considering, hopefully the service is better at those properties.

  Feb 19, 2026
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  Thank you very much for your atencion, all personal was so kind

  My experience was excelent, all beautifull

  Feb 15, 2026
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  Problems with reservation

  I have been a visitor to Cartagena on a regular basis for about 35 years, initially on business and more recently as a tourist. In the 1990s the Capilla del Mar was one of my company's preferred hotels due to proximity to the offices. This stay at the Capilla was very much a nostalgic visit for my wife and I to see how the hotel had changed over the years. Visitors to Cartagena today may find it hard to believe that there were very few hotels in Cartagena in the early 1990s and the Capilla was one the tallest buildings in Cartagena! I had tried to make bookings at the Capilla in the past but rooms had not been available for my planned travel dates, so this time I organised my visit dates around the availability of a suitable room. My Expedia booking was for a flights and accommodation package; the room selected at the Capilla being a "Twin/Double Bedded room – Superior" for two adults. Upon check in at the hotel, the receptionist stated that my reservation was for a single bedded room for one adult only. A very lengthy discussion ensued with the receptionist making a number of phone calls to their administration office. I repeatedly asked the receptionist to give me a print-out of the reservation showing the single bed/one adult booking as allegedly received from Expedia. Eventually I was given a print-out which showed a Superior Room for 2 people – exactly as per the Expedia booking. No mention of the single bedded room for one person. When I showed her my Expedia booking confirmation her attitude changed and I was given the room without further arguement as booked via Expedia. So I don't know how the claim that I had booked a single bedded room for one person came about. I am pleased to report that the room I was given was exactly that described and depicted in the photos on the Expedia website. My other comments are:- • The hotel describes itself as 5 star – in my opinion it is only a 3 star and it is expensive for what it provides. It did not even have in-room coffee/tea making facilities or even offer complementary water as is common in most hotels these days. • The rooms have been refurbished over the years – but they tend to be noisy and I could hear the occupants in adjacent rooms. As mentioned above, this was very much a nostalgic visit for my wife and I. It was OK as a 3 star hotel But it was the check-in hassle very much left a sour taste in my mouth hence my rating. There are many more hotels now available in Cartagena which will provide an improved experience for the same price or less.

  Jan 10, 2026
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  CARBON MONOXIDE LEAK IN ROOM

  CARBON MONOXIDE LEAK IN ROOM Unsafe hotel. People have died from carbon monoxide poisoning. I got out of there as fast as I could. Terrible customer service.

  Nov 26, 2025
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  Terrible Reception Service – Not What We Expected

  The service at the reception was very poor and left much to be desired. The man at the front desk, tall and wearing glasses, treated us disrespectfully during check-in. He spoke to us in a rude tone and made annoyed gestures, as if we were inconveniencing him because the rooms were not ready at 3 p.m. This was especially uncomfortable because we had traveled for around eight hours to get to the hotel and were very tired. Later, when I approached one of the receptionists to ask about a nearby flower shop, he didn’t even allow her to help me. Instead, he yelled at me and told me that the best thing I could do was take a taxi and look for one somewhere else in the city. To make matters worse, when I walked away from the reception, he started mocking me and making inappropriate comments.

  Sep 22, 2025