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“Awful Manager”

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Hotel Santo Toribio
Ranked #98 of 158 Hotels in Cartagena
Certificate of Excellence
Reviewed 29 April 2014

This boutique hotel is a good deal, very clean and nicely decorated and in a great location in the heart of old town. The breakfast is great, the masseuse they bring in is terrific, and so are most of the staff that work there. That being said, my husband and I were very disappointed because we specifically requested for a room upstairs after reading the reviews which said that there were some rooms on the first floor next to the lobby that were very noisy. I even said that we would pay more if needed and I got an email reply back saying that not to worry, we will have a room on the second floor. When we arrived, we were put in the very first room on the first floor, right next to the lobby (this was the room that people were complaining about). So I showed the receptionist the email but she said the hotel was full and couldn't change our room. The manager later came so I showed him the email and he said he'd try to do what he can. He looked at the bookings for the weekend and said the best he could do is move us to a better room on the other end of the floor but then we'd have to move to another room the next day - into Monsieur Daguet room - which is the very next room to our original room, close to the lobby where all the noise is. And he said the room next to the lobby is the noisy room, the one next to it is not noisy. We were not happy about this but had no choice, and the manager sensed we were not happy about it. And THEN, after about half an hour, the manager all of a sudden says 'oh, i just realized that the 2nd floor we were referring to is actually the lobby floor since we have one room downstairs which is floor 1' - basically in the basement with all the cleaning rooms! Oh really? After an hour of interacting with us and coming up with no good solution, you all of a sudden realize the lobby/main floor is Floor 2?? After he had admitted that the first room that he gave us IS the noisy room and knew this is what we wanted to avoid all along. At least don't make up a lie to try to save yourself. So, the first night was good in the room far away from the lobby, then we switched rooms the second night for 3 nights. This room (Monsieur Daguet) WAS NOISY. We could hear the door bell ring every time anyone wanted to enter, we could hear the people talking at the lobby, we could hear the music that was played in the lobby, and people swimming in the pool etc etc. Furthermore, the shower was very weak (weird, because the first night the shower was very powerful/wonderful), the refrigerator was unplugged so all the drinks were warm (we plugged it in), and there was no toilet paper holder or any toilet paper in the bathroom (they gave us toilet paper). We saw the manager a handful of times during our stay and he never once asked us how everything was (probably because he knew we would just complain). We didn't bother complaining to him because we knew he couldn't help us in any way.

Room Tip: The only good room on the lobby floor is the one at furthest from the lobby near the stairs. Or any...
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  • Stayed: April 2014, travelled as a couple
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Thank susannyc2014
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Gerente_HST, Gerente at Hotel Santo Toribio, responded to this reviewResponded 30 April 2014

Dear Mrs Susan
We thank you for taking the time to bring your concerns to our attention. It is through communications of this nature that we are given an opportunity to access and evaluate our performance, as well as to ensure that we maintain and deliver the level of service expected from our hotel.
Our main goal strives in having a great ambience to satisfy our guests’ requirements; we regret that we were not able to fulfill your expectations. Nonetheless, please allow us to comment on some of the issues of your communication
Our hotel only has 8 rooms in three categories standard, superior and deluxe, and when the hotel is full it is difficult to do room changes, our management department and supervisors work very hard to ensure our guests’ satisfaction while on property, we regret to hear that even though we did some room changes, even an upgrade to please you, you were not contented, and found the rooms still noisy.
We can assure you Mrs Susan that we will be taking the corrective measures to minimize any noise in property to avoid these situations from reoccurring.
Furthermore we would like to express our gratitude for your positive remarks, about our prices, decoration, location, breakfast, and the good comments of our staff and sharing with us that besides these events, you were satisfied with the hotel in general.

We apologize for the situations you experienced during your stay and we hope to have the pleasure of welcoming you again in the near future.


Jeison Guzman
General Manager
Hotel Boutique Santo Toribio

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36 - 42 of 181 reviews

Reviewed 29 April 2014

This hotel is a model hotel - nothing is too much trouble:

We arrived 2 hrs early - we could check in, we were leaving at the end of the day - please stay as long as you need ( we wanted to spend our last day at the beach).

From the personalised welcome note, the hand made sweets and the delicious breakfast, the team delivered on all levels. The staff were very friendly and helpful, yet unobtrusive.

Well done and thank you Jeisan

Room Tip: Try to get a first floor room. They are very quiet with no traffic from outside or other residents.
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  • Stayed: April 2014, travelled with family
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Review collected in partnership with this hotel
Thank MadMeerkat
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Gerente_HST, Gerente at Hotel Santo Toribio, responded to this reviewResponded 1 May 2014

We are committed to provide quality service beyond our guests’ expectations and it is a real pleasure for us to learn that we have achieved goal. This definitely strengthens our philosophy of seeking the highest level of service excellence.

Furthermore we would like to express our gratitude for your positive remarks, and sharing with us that besides these events, you were satisfied with the hotel in general.

We would like to acknowledge that we have received your kind note regarding your stay with us. It is truly a pleasure for us to learn that you enjoyed your stay at our Hotel and that you appreciated the friendliness of our staff; we are aware that it is only because of them that we are able to achieve our goal, the continuous improvement of our services. Please rest assured that your comments have been forwarded to the various Departments of the Hotel.

It is our pleasure to know that that you enjoyed our services and facilities and that we were able to provide you with a delightful stay. We hope that when returning to Cartagena, you will give us the opportunity to welcome you once again to our Hotel Boutique.


cordially,


Jeison Guzman
General Manager
Hotel Boutique Santo Toribio

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 6 April 2014

Beautiful boutique-like hotel in the heart of the old city and also in the one of the nicest corners of ciudad vieja right by a small park. My room was small but well set-up, clean and quiet. The staff was always very helpful and friendly, breakfast was excellent and the sun terrasse on the top of the building was simply perfect. I really enjoyed my stay and looked forward to escaping the heat and busy streets each time I returned to the hotel.

  • Stayed: March 2014, travelled solo
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Review collected in partnership with this hotel
2  Thank PatriciaA5549
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 22 March 2014

We stayed three nights in this hotel before our intrepid tour, and the experience was fantastic. The room was comfortable and cleaned daily. The shower had one of those rain nozzles on it and was nice and hot. Breakfast each morning was a choice of omelettes and eggs with juice and coffee (which were delicious). The pool upstairs on the rooftop was our favourite, with a large lounge area to comfortably read a book and relax.

Location could not be better either, with most of cartagena's old city within 10 mins stroll from the hotel and restaurants outside the door.

Room Tip: We had a room on the top floor which was really lovely and quiet.
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  • Stayed: March 2014, travelled as a couple
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Review collected in partnership with this hotel
Thank Andrew D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 14 March 2014

Beautiful hotel in the heart of Cartagena.
Perfect location to walk the city and experience the local lifestyle.
Excellent service and experience, beautiful building and rooms, super clean and delicious food. The included breakfast was the best we ever had at a hotel, the chef was great, he also prepares amazing Ceviche with local seafood.

The rooftop is really nice, and has a small swimming pool, very romantic and very private!
Feels like a spa!

Room Tip: The underground room is very nice with a glass box with a tree in it, really beautiful, a sort of ti...
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  • Stayed: March 2014, travelled as a couple
    • Value
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    • Cleanliness
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Review collected in partnership with this hotel
Thank snowbirdskipatrol
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 5 March 2014

I spent a long weekend here recently and had a wonderful time! The bed was comfortable; the room and bathroom tidy; and the hotel was gorgeous.

As we were checking out my partner and I agreed that we'd stay there again if we have the fortune to return to Cartagena.

Santo Toribio is very centrally-located: within ten minutes in any direction to any activity in the walled city.

Room Tip: Get a top-floor room!
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  • Stayed: March 2014, travelled as a couple
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Review collected in partnership with this hotel
Thank sliterrm
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 26 February 2014

We just returned from 10 days in Colombia and after staying at multiple hotels, we can't say enough wonderful things about the Hotel Santo Toribio. The grounds and rooms are gorgeous, the staff was incredibly hospitable and welcoming, and the food was delicious. The hotel manager, Jason, and his staff went out of their way to help us - from calling rental car locations for quotes to calling personal friends in Cartagena and Santa Marta to get advice for us on visiting PNN Tayrona. The breakfasts at Hotel Santo Toribio are also a highlight - served in a beautiful courtyard, they consist of fresh squeezed juices (ask if they have any maracujá juice - its incredible), fresh coffee, fruit, toast and your choice off of an extensive menu. Overall, you cannot beat this location, service or price!

  • Stayed: February 2014, travelled as a couple
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Thank nadinemp686
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Hotel Santo Toribio

Address: Calle Segunda de Badillo No 36-87 | Plaza Fernandez Madrid, Cartagena 130001, Colombia
Region: Colombia > Bolivar Department > Cartagena District > Cartagena
Amenities:
Bar / Lounge Free Breakfast Free High Speed Internet ( WiFi ) Kitchenette Restaurant Room Service Spa Swimming Pool Airport Transportation
Hotel Style:
Ranked #98 of 158 Hotels in Cartagena
Price Range: £86 - £155 (Based on Average Rates for a Standard Room)
Hotel Class:3 star — Hotel Santo Toribio 3*
Number of rooms: 8
Official Description (provided by the hotel):
The Santo Toribio Boutique Hotel is located at the heart of the walled city of Cartagena de Indias, declared a World Heritage Site since 1984. A beautifully restored home for a new generation of world travelers that preserves the Caribbean magic behind its doors. Its 8 room color blended HOTEL DESCRIPTION scheme was inspired by the city’s history and some of its important personalities combining local culture and modern service requirements. It is the perfect place to spend magnificent days and nights.Located in a privileged and safe area, it is the perfect choice for travelers who enjoy wandering down ancient alleyways leading to nearby squares, iconic parks, historically significant sites, restaurants and bars.Every room has a special name, evoking characters that are part of the local culture giving them a special tribute through photographs captured by a well-known Colombian artist.The hotel features a wide range of on-site facilities including pleasant walkways surrounded by vertical gardens, a rooftop solarium and outdoor jacuzzi, bbq area, kitchen, a swimming pool on the ground floor, dining areas in small patios, music and bar with a special screen for enjoying Cable sporting events.Begin your day in Caribbean style with local flavors served at breakfast (included in the fee). Room service, prepared by our expert chef, offers a distinct variety of land and sea food for an unforgettable dining experience.We provide reliable vehicle transport to and from the airport as an additional service, as well as tour guides, historic sites guided tours, arrangements for beach days or visits to the Rosario Islands. Our Special Plan additionally offers room arrangements for romantic nights and focused massage sessions for total relaxation.DOUBLE CELLAR ROOMA refurbished wine-cellar room on the underground floor is ideal for those who wish for complete privacy as it offers guests a space away from public areas. Total area of 17 sqm.DOUBLE ROOMA classic room on the first floor, near the reception and public areas. Average Area 15 sqm.SUPERIOR DOUBLE ROOMLarger rooms with windows opening up into balconies on the first and second floor, give a better view of the inner hotel areas, gardens, pool, neighboring roofs and Caribbean blue sky. Area average 18 sqm.DOBLE DELUXE ROOMThe brightest and most spacious room, 20 sqm, with balconies facing the inner gardens right by the terrace area, with desk space and room for a third guest, if so required.Each room has a King size bed with high resting mattresses and pillows, reading lights, air conditioning, ceiling fans, bathrooms & showers, hot water & bathrobes, closet with shelf-space and safety box, Wi-Fi, interactive TV, minibar and room service. ... more   less 
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