Casa de los Reyes Hotel Boutique by HMC

Customer Ratings & Reviews

TripAdvisor Traveler Rating

75 reviews

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  Scam, stay away!!

  This hotel offers cheap rates, then cancels your booking if they can get a higher rate from another traveler later. Sometimes they don't cancel your reservation but just shift you to one of their really bad properties at the same price. I planned a trip to the wonderful city of Cartagena to help children in need through a local foundation. I booked six months in advance knowing from my previous visits how busy the city gets in December. I got an email that my reservation was cancelled supposedly because it was declined. When I called them they asked me to re-book at a higher price since my dates are close to the holidays. I arranged a conference call with my credit card company to have them verify my valid card. My card company is certain they never attempted a charge of my original prepaid amount. Every time we call, the hotel staff laugh and hang up on us! I have NEVER encountered such rude behavior in all my years of international travel. It is unfortunate that a few bad business give such a wonderful city and country a bad reputation. Colombians living outside their own country struggle every day to overcome the bad image created by people like these. Shame on them!

  Sep 19, 2018
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  MOLD IN THE ROOM AND BAD SERVICE

  room smell bad mold and holes ceiling the front desk guy don't care about my room ( this is what it is ) asked for another room they do not changed my room . bad service front desk and not returned my money

  Aug 23, 2018
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  Horrible service, room full of mold

  I do not know place has a good score, since the room they gave me was full of mold everywhere, it smell bad ,and didn't have windows, I could not stay in this room to prevent getting sick and they did not want to change the room or give me a solution, they charged me COP$33,000 of taxes that are not charged to foreign people when I arrived and when cancelling my stay at this place they did not give me my money back, manager said it was my fault for not checking the room first; The most incredible thing is that they do not care, they told me to do whatever i wanted; as a guest I felt mistreated, robbed and helpless by their administrator

  Aug 22, 2018
• 

  Great experience

  A couple of weeks ago me and my husband stayed at this wonderful hotel. Brian was a very efficient guy and even lent us an adapter for the powerr outlet. The hotel has bikes available for the guests... the room are so cozy that you feel like staying in for good. Thank you for the great reception you provided to us.

  Jul 31, 2018
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  Car accident with hotel shuttle service, dramatic aftercare

  After having difficulties with the booking due to issues with creditcards (we tried with multiple cards, but they kept canceling our reservation) we managed to book a room for four nights. Our problems started right after landing in Cartagena: the shuttle service we booked through the hotel was 20 minutes late, and we couldn't reach the hotel on any of their phone numbers listed. What happened next was surreal: while driving away from the airport we were hit by an SUV behind us. Or driver got out and started arguing with the driver of the SUV, who then drove away. Our driver proceeded to jump on the back of a motorcycle (that was randomly on the street) and followed the SUV, leaving us behind in the car in the middle of an extremely busy road close to the airport. We were left with all of our luggage in the middle of a busy road, with no way to move the car or any instructions on what to do. Quite shocked, we took a cab to the hotel, where we were met by the receptionist, who didn’t speak English and didn’t understand our attempts to explain what happened. We had to have a long discussion with her about the credit card and payment (apparently they offered a deal to us that didn’t exist), and she then showed us our room, still not having apologized for what happened with the shuttle service. The room was NOT what they described: no balcony, a tiny window that looked down onto the laundry room downstairs, and no soundproofing. The doors weren’t even flush with the wall. We then decided that enough was enough, we didn’t feel safe and wanted to cancel our booking and get our money back. In what was a tiresome interaction involving google translate and a long phonecall to booking.com, we ended up having to pay for one night out of four. At this point we are (5 weeks later) still waiting for our money.

  Jun 06, 2018