"I like this hotel a lot. Location is great, is always clean and it is accessible to many touristic places. But this time I feel that I was let down by some of the staff.
I was travelling with people that were fist time visitors. They wanted to have a massage and when they arrived to the spa they were told that only one person was working and was impossible to have the appointment at the same time.
They decided to go to the jacuzzi instead. Nobody told them they needed an appointment too even though they talked to at least 4 different staff members. First time the jacuzzi was closing (fair enough), were told to go back next day (not telling anything about an appointment). Next day was close because it was Sunday and they were told again to be back next day (still nothing about appointments) but Monday was a Colombian holiday and it was close again that day. Why they invited them to go back when they knew that the place will be close because of the holiday?
Tuesday casually the lady for quality asked us about our general experience in the hotel. We did told her about our frustration with the situation and she offered immediately to book an appointment (first time we learned we needed one). Well, I decided to go a couple of hours before the appointment just to confirm and get what, there was no appointment!!. At least this time they still have space and finally I booked the appointment. It was ridiculous.
Another situation was at the bar. The service was terrible!"
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