Featured Reviews


Frequently mentioned in reviews: hotel (49) staff (27) room (26) pool (20) service (19) great (19) stay (15) nice (13) breakfast (10) good (10)
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  • 4/5 Genevieve A. 1 year ago on Google
    The hotel is beautiful with indoor/outdoor courtyard design; beds are very comfortable, and the breakfast restaurant food, drinks and service are consistently excellent. Good customer service overall. Bathrooms are open concept and provide almost no privacy. So if you need privacy, your roommates will need to leave the room completely. Communication and bookings for day trips to islands were a little confusing and then boats left very late to Gente de Mar (1 hour late) and Makani (22 minutes late). Every time it rains, there is significant indoor flooding on floors and hallways. The ceiling drywall leaks (presumably from condensation from air conditioning system). Unfortunately, in-room cleanliness is somewhat lacking. We found a previous guest's medication underneath the bedside lamp, and the light switches in the bathrooms are very dirty. Amenities and towels are not replaced consistently after room cleaning daily. This is overall definitely a very good hotel. Friendly staff who try to problem solve. We really appreciated everyone who works there. The pool area is gorgeous but be aware it's quite shallow since it's a rooftop pool.
    3 people found this review helpful 👍

  • 2/5 Rachel S. 1 year ago on Google
    Beautiful lobby. Room was pretty. It looks like a showroom at Restoration Hardware. As you can see from the photos the bathroom is old and doesn’t feel luxurious at all. No hot water for a shower. Lukewarm at best (room 211). A single bottle of water for 2 people. If you want more water you can pay for it. For $330US a night there are much better choices in town (We stayed in Casa Hotel Don Luis just a few blocks away and it was half the price and absolutely gorgeous w hot water and excellent service ). Coffee machine didn’t work. Tried to call reception and phone didn’t work. Realized it wasn’t plugged in so had to look behind the dresser for the cord. Instead of just bringing a cup of coffee they sent someone to check it to confirm that it was in fact broken. Then she had to leave and return again with another machine. I had to ask “can someone just bring me a cup of coffee?” Finally a 3rd person came with a cup of coffee. I left something at reception upon checking in.. The very nice guy who brought me to my room never gave me the key so I had to go down to reception to ask for a key. They need to adjust their prices or increase their level of service. As a person who has worked in the higher end service industry for 30 years I’d give this place a thumbs down. Nice rooftop pool though.
    2 people found this review helpful 👍

  • 4/5 charles m. 1 year ago on Google
    I thought I did this already but here I go, again, I think: Outstanding staff! Professional and happy, except for one. Fair amount of glitz and bling, but the room walls were scuffed, drew hanging out of wall, engineer came to fix tv, irregular closing of cabinet vs a vs getting snacks from minibar, noisy adjacent to my 3rd floor room with workers, lukewarm pool/spa bubbler. For approx 350 USA dollars per night I expected more.
    1 person found this review helpful 👍

  • 5/5 Miharu H (EUC R. 1 year ago on Google
    This hotel is great service and friendly, the breakfast was so good. Fresh fruit and fresh juice. The view of the rooftop also nice. Not many people staying this hotel. just calm and relax and close to the shop and bar and restaurant.
    1 person found this review helpful 👍

  • 4/5 erika 9 months ago on Google
    The rooms are beautiful. The pool looks so much bigger in the photos, in reality it was small and one family with kids can take all the space of it. However they have a lot of space to sit and sip some drinks at the rooftop. The staff was kind and helpful. We arrived very early and left late in the afternoon and were allowed to remain in the public areas of the hotel and they held our bags while we explored some more of the city.
    1 person found this review helpful 👍

  • 3/5 Jackson B. 5 months ago on Google
    The general staff at this hotel was amazing. The hotel itself is simply beautiful with class and classic architecture with very nice amenities especially great food! So here’s the bad part: Management were so inflexible, shortsighted, and deficient of basic customer service skills. Due to sudden severe storms, our flight was changed to to the following day. We immediately contacted the hotel! We were told by the hotel that Expedia had to make the adjustment on their end. However, Expedia could not adjust the hotel reservation due to how close the reservation was and so they contacted the hotel directly. The hotel denied the adjustment request. I booked two rooms that were not going to be occupied that included breakfasts that would not be eaten. During check out, I revisited the issue with them and at that point they told me that because Expedia didn’t “email” them, nothing could be done. We showed them the chat thread with Expedia and because we were bordering begging, we gave up on the back and forth. Also, an email!?! We’re right in front of you with documentation from Expedia of all our efforts. So what purpose does an email serve? You can’t make up stipulations as you go to suit your narrative. And when Expedia contacted you, why not tell them to send an email? It’s the lying that really took us over the edge. I have to say, the fact that they were okay with me leaving their hotel unhappy and annoyed was so disappointing. No one was asking for a full credit but some adjustment, even if it was a percentage of the value lost would have demonstrated optimal customer service and a dedication to guest satisfaction. There were so many opportunities to meet us in the middle, they could have comp a few things, although it wouldn’t be the total cost of the rooms, it would have been an appreciated gesture. The inability to problem solve with some creativity is so evident. Additional issues: 1. Refusing to work with me to have a piece of cake ready for my wife’s birthday 2. Shower that doesn’t drain 3. Leaky ceiling 4. Mold infestation, that was simply painted over
    1 person found this review helpful 👍

  • 1/5 Ramona F. 2 years ago on Google
    This hotel is unbelievable. I booked a room for two guests for myself and my boyfriend for a weekend getaway and they stopped us from going to the room like the gestapo and wouldn’t allow him up because he didn’t have his passport with him. Never in my life have I experienced this. They made him leave. Never in my life have I experienced any hotel like this.
    1 person found this review helpful 👍

  • 5/5 Julia m. 6 months ago on Google
    What a wonderful experience me and my husband had. The staff was wonderful, specially Hector! personable, and soo helpful. Location was perfect and the hotel was gorgeous.

  • 3/5 Carmen Miosotis M. 5 months ago on Google
    I consider This hotel to be Overpriced compared to a different one we stayed prior that same week in Cartagena... Outdated rooms, with maintenance needed. Bed was extremely uncomfortable and extremely noisy. Some of staff was great and attentive. Several times we tried to contact reception (day and night) and it wasn't possible to communicate with them (whatsapp, room to front desk, calling via phone). We had an inconvenient where we left an object in a taxi requested from the hotel and due to the phone/comms situation we had to return all the way from the airport to the hotel to retrieve the object risking our flight.

  • 1/5 Tripat K. 3 months ago on Google New
    DO NOT STAY HERE. On arrival the whole hotel smelt EXTREMELY damp. The smell in our room was even worse and we had to ask for a dehumidifier. And then- the roof of our room collapsed due to the dampness, and fungus in the walls!!!!! This is the most UNSAFE and horrible experience I have ever had at a hotel. The staff did nothing to reassure us except move us to a different room which smelt even worse. We had to carry our luggage ourselves. They didn't even bother to offer a refund or any sort of apology. This is a very serious health and safety issue that needs to be addressed by the owners before someone gets seriously hurt or unwell. Please see the photos I have attached.

  • 5/5 Allison L. 6 months ago on Google
    Amazing from start to finish. Yes, the hotel is a bit pricey but totally worth it. All of the staff members are warm, attentive, and friendly. It was super hot when I arrived and they brought me a chilled, lemon-scented towel!! They offer a level of customer service that I have never, ever experienced in Central or South America. I was really blown away. And the breakfast (included) was incredible. Eggs, fruit, salmon, yogurt, sausage, tortillas, oats, cereal - anything you can imagine! My overall experience in Cartagena was very difficult, but this hotel made things easier.

  • 4/5 Bibiana V. 2 years ago on Google
    Good hotel, it is very well located, nice rooftop pool and good breakfast. Staff are super attentive. My room was very small (for one) and smelled like damp. If you are staying solo book the room with 2 queen beds as it is practically the same price and much bigger. Restaurant at nigh seemed dead and bar at the pool closes at like 7pm :(

  • 5/5 Craig R. 10 months ago on Google
    Great location with full breakfast included. A full spa. A short walk to most parts of the city. Rooftop pool/bar with amazing service (Janner/Jorge are the best!). A quiet oasis away from the busy city below, with its own unobstructed sunset views.

  • 2/5 Melanie S. 1 year ago on Google
    Disappointing experience. The rooms absolutely do not match the pictures and are not worth their price. We had moldy walls, it’s super dark the whole day(pic was taken at 11:30 am) and the staff at the reception is unfriendly. The hotel grounds are beautiful though but on Thursday and Friday nights loud music was playing at the pool area and we heard that in our room and could only sleep with earplugs. Breakfast was delicious and service staff is lovely!

  • 2/5 ANJLI S. 10 months ago on Google
    My husband and I stayed at Bastion for 4 nights. It is definitely not a “luxury” hotel for following reasons - as soon as we were allocated a room we realised the air conditioning unit was not working. The workmen did come and sort this out. We then realised our sink was getting clogged up and the water was not draining. This caused a sewage smell in the bathroom. We did let the manager know about this and he assured us it would be dealt with whilst we were sight seeing. Nothing seemed to be sorted. After 2 nights of sleeping in this room and finally making a fuss at reception they did change our room as they said the sink problem could not be sorted. However the second room we were allocated had a broken toilet roll holder, broken tiles on the bathroom floor, the shower wasn't draining quick enough hence was overflowing, the room telephone wasn't working. We did complain to the manager but he didn't seem to be too bothered. The room was definitely not fit to be allocated to a guest. - Breakfast was mediocre for a 'luxury' hotel! There were insects (fruit flies) all over the fresh fruit and the staff didn't seem to be bothered by it. The hotel is in a good location, slightly away from all the hustle and bustle but yet close enough. However I would recommend other hotels in the vicinity which are probably cheaper but have better service and rooms.

  • 5/5 Kevin R. 1 year ago on Google
    We had an outstanding stay at Bastion. The facilities are amazing, but what really made the difference is the staff. Jhordan greeted us when we arrived, made us comfortable, and was a huge help throughout our stay. It’s rare that so many people stand out, but the entire staff made our stay enjoyable. Roger always greeted us with a huge. Elizabeth made our breakfasts a great experience. Janier, Anna, and User were very helpful and a pleasure to interact with. Great service, location and facilities. I highly recommend Bastion and look forward to returning.

  • 5/5 Erica C. 10 months ago on Google
    We spent 5 spectacular days there. The pool was great and the sunset views were stunning. Jorge gave great recommendations of things to do in town. Jordan helped find us reservations and hooked us up with a great walking tour with a local, Aura. Highly recommended. Only thing that I didn't like is they wouldn't heat up my leftovers. I had it in the fridge and was so excited to eat it the next morning but couldn't.

  • 5/5 Jacob T. 1 year ago on Google
    We just got back for a week-long stay there and I cannot recommend this place enough. The entire staff were so welcoming and accommodating. We are English-speakers but we had very little problem communicating with the staff. Our room was clean, cozy, and incredible. The hotel itself is beautiful and awesome to walk around in. The spa services we tried were very relaxing. The roof-top pool had amazing views of the city and the pool bar staff were all great. Jorge is the man. Thank you all for being so welcoming to us during our stay in your city.

  • 4/5 Chieko W. 9 months ago on Google
    Stayed here for 7 days. Rooms are big and comfy. Tile floors so bring your slippers. Bathrooms are nice size. Showers are great. They have nice products in the bathroom. They offer a nice buffet breakfast in the restaurant but you can also get made to order breakfast. Lobby is nice to kick it and chill but depending on when you go, you might become a buffet for mosquitoes. There is a room next to the outdoor lobby area and it's comfy and a great place to hang out. The rooftop pool is amazing and the views from up there are phenomenal. Pool area is the perfect place to hang out and drink. Internet connection could be spotty at times but wasn't too bad. Front desk was very attentive to any of our needs. Staff was extremely accommodating. Nice hotel to stay at inside the Walled City.

  • 5/5 kevin guerrero s. 3 months ago on Google New
    It’s a good place to rest alone o with family. It’s a perfect place to stay safe and relax each moment.

  • 5/5 Felipe Montoya P. 1 year ago on Google
    Second time I stayed at this hotel, this time with my family (7 people). We booked three rooms during the Christmas season. As in the first time, the service was impeccable, staff always attentive, and the food, both for breakfast and in the pool area was outstanding. Only recommendation would be to have more updated equipment in the small fitness center and perhaps a couple of additional daybeds in the pool area. Will be making this my go to hotel in Cartagena.

  • 2/5 Robert K. 1 year ago on Google
    Such a disappointment. This is a top class very expensive hotel in a great location, but the staff are untrained, cheeky and mostly can’t speak ‘English. The room was clean, but there was only one towel. When I phoned for more towels and bathrobes, they arrived damp and stained. We ordered 2 sandwiches for lunch in the courtyard, which took 35 minutes to arrive despite hotel being quiet. Sandwiches were fine. Breakfast was okay, but could have been so much better, with say eggs cooked to order and much better bread products. Lots of staff lounging around not doing much including not clearing our table of dirty plates. There were some really noisy guests in the corridor at night. We waited a while and after trying to phone reception, but no answer, I went out to speak to ten family members screaming in the corridor and suffer abuse from them. This could be such a great hotel, but where were the management?

  • 5/5 Dustin W. L. W. 1 year ago on Google
    The Bastion Hotel was in every perfection. Our family traveled to Cartagena for our eldest sisters' 50th birthday, and we could not have found a better, more relaxing, reliable and lovely place to stay. We were served with such thoughtfulness care and attention that it felt like these people had become great friends and close family to us by the time we left. We didn't want to leave!! And every embrace after felt like we were saying goodbye to people we had fallen in love with. We want to go back with our family again sometime and I'm sure we will. One thing to note to share how great they were: when we left we forgot our bag of souvenirs in the lobby somewhere, we unfortunately never found it, but the people working there went out of there way to check the security footage MULTIPLE times to support us in retrieving our lost goodies. That was over, above and beyond what I would expect. Thank you to everyone there - we love yall!

  • 5/5 Greg M. 1 year ago on Google
    Excellent service. Super friendly staff. The breakfasts we ate were very good. And what we ate at the pool great. Very relaxing. Super clean, as you would expect with the Luxury hotel label. Every single member of this staff that we had contact with was extremely helpful, polite and professional. Obviously well trained by good management staff. I will be back and will highly recommend the Bastion Hotel. Thank you for a great experience.

  • 1/5 Jayson M. 1 year ago on Google
    I have never had such a BAD and UNPLEASANT experience in a hotel! I would stay away from this place and never recommend. . Would be nice to talk to someone who works there because the manager was not accommodating. Rude and incompetent staff

  • 1/5 Leonel P. 1 year ago on Google
    The hotel is nice, the service is good! The one star is because of their billing process. I checked out on 4 July 2022. They charged an erroneous amount (1,245 USD) three times to my Amex, and still today they have not reversed the charges. They said they would but now they are giving Amex trouble and the charge are still present. Don’t stay here, a billing nightmare! My other family members also are having issues.

  • 5/5 Liana K. 1 year ago on Google
    Incredible hotel!! The staff is so incredibly kind and the hotel itself is very beautiful and safe. In a great location with close walk to amazing restaurants and shopping. We look forward to coming back soon.

  • 5/5 Michelle B. 1 year ago on Google
    The hotel is gorgeous and super clean which is a must. The rooftop bar was one of the best in Cartagena!!! The breakfast was plentiful and the servicer outstanding. Thank you Jorge for always looking out for us during our stay...

  • 5/5 Oscar F. 1 year ago on Google
    It was my first time visiting Cartagena. The experience of staying at this hotel was simply fabulous. The professionalism and hospitality of the staff is simply fabulous. The food is of very high quality and the facilities are very nice. The rooms are very clean and up to the standards of a great hotel.

  • 5/5 Syed A. 2 years ago on Google
    Absolutely loved our week long stay! Amazing people, always there to help - trying their best to make your stay most comfortable. Highly recommended!

  • 1/5 Thomas C. 2 years ago on Google
    Terrible customer service. If you have a relative or family member visit you at this hotel, they will not be permitted to enter if they were not included on the reservation. DO NOT STAY AT THIS HOTEL. There are much better options at lower rates and without ridiculous rules!

  • 5/5 Idalberto Q. 2 years ago on Google
    Great service! We stayed with our family and they were very accommodating with our 1 year old baby. Room was very confortable, super clean. Food on the hotel restaurant was so good! Highly recommend to check the restaurant menu. The staff was always friendly, they helped us book trips to the beach, and made reservations for different restaurants. Overall, I would give 10 stars if I could!

  • 5/5 Patricia D. 2 years ago on Google
    Best of the best this cozy hotel presents you all the elegance and homie features for a most comfortable stay. The food is amazing the customers service 100% thumbs up, the infinity pool environment it's glorious their makani beach recreation center at one of Cartagena's main islands is luxurious at its best.

  • 4/5 Michal S. 2 years ago on Google
    The hotel met my expectations for sure! I loved everything about it. Very clean and the staff was super attentive. My favorite was the pool and the seating area where we can have breakfast in the middle of the lobby. I’d definitely recommend and stay again.

  • 4/5 jeffrey p. 2 years ago on Google
    Fantastic hotel. Super cozy beds like laying on clouds. Staff is really nice, they do everything they can to make your day even better. The pool at the rooftop is great with nice poolbar menu and drinks. Very clean room, 3x per day housekeeping even to close your blinds. Food in the restaurant is good and fairly priced. Breakfast has a lot of choice. Rooms are quite big, clean and nicely decorated. No single negative point on the hotel or amenities. Should definitely take a room when visiting CTG.The rooftop cabanas were superb! Last 2 days, the pool was dirty, full of flakes... unfortunate.


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