Front desk agents lack of customer service. Hotel’ s lobby looks run down and cheap. Main entrance is horrible and the view from the room is disgusting and scary (back of the building 6th floor). Front Desk Agents have the worst attitude towards the clients! NEVER SMILE! Always seem busy with the computer while they have NO time for the customer, their tone of voice at answering the phones is rude and cutting. I was NEVER called by my last name. I never experienced such a HORRIBLE customer service as I did at the Sonesta Bogota. I made a reservation with Expedia and when I arrived to Bogota, I called the hotel to request a room in a higher floor; the front desk agent stated that I did NOT have a reservation. I think his name was German. I told him to please find my reservation – have in mind I was traveling with children – FD agent couldn't locate my reservation. I called the hotel many times and again German couldn't help and either any other representative at the Front Desk. I couldn't get help from anyone. 5 HOURS LATER to my checking time, my reservation wasn't found yet. While in Colombia, I called EXPEDIA IN USA and they stated that my reservation was legitimate, confirmed and accordingly done. Expedia couldn't understand why Sonesta Bogota couldn't find my reservation! However, EXPEDIA sent another communication to the Sonesta Bogota to inform them AGAIN about my reservation. The Front desk agents didn’t care at all about this incident. They made me wait 6 hours running the streets of Bogota Colombia with my 2 children until they “found” my reservation!! The front desk agents Never smile! They are mean, never use the guest name, they act like they are important and too busy for the customer. The only highlight to this trip is that the bell boys are very kind. All of the employees at the bell station are very caring and helpful. Hamilton the bell boy is very kind. The housekeeping employees are thoughtful and efficient. Everything else at this hotel is a disaster!
- Official Description (provided by the hotel):
- SONESTA BOGOTA HOTEL The Sonesta Bogota Hotel opens the doors to a modern and exclusive hotel in the north of Bogota opposite the Unicentro Shopping Mall and with a cutting edge design and sophisticated personalized services. Accommodation in the capital of Colombia designed for business travelers and visitors seeking a comfortable hotel for their vacations and getaway breaks to Bogota. Book a great place to rest with the maximum guarantees in this Bogota hotel with free Wi-Fi, restaurant, meeting rooms, car park... ... more less
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