Capilla Del Mar

Recent Reviews: 3510

• User:Q2228OTdenisek

  Trip type: Friends getaway

  BAD FOOD BIT THE SERVICE WAS WORSE

  01 Mar 2026

  The capilla used to be a nice boutique hotel. It is now a low class establishment. While trying to access the hotel’s restaurant with a wheelchair, we were told the chair lift was broken. Had to walk down stairsThe food was bad (ordered fish fillet and fish in a seafood sauce) but the service was worse. The fish was so overcooked but when we complained, we were this is how they cook it. It was the edible. Also, the beer we were ordered didn’t come out until we kept asking and it was well after the inedible food arrived. Gestor de Experiencia, Guest Services / Front Office at Hotel Capilla del Mar, responded to this review Dear Mrs. Denise,Thank you for taking the time to share your feedback. We are truly sorry to read about your recent experience.Please accept our sincere apologies for the inconvenience caused by the chair lift being out of service. Accessibility is extremely important to us, and we deeply regret the discomfort this situation created. Your comments have been immediately shared with our maintenance and management teams to ensure this matter is addressed with urgency.We are also very concerned to learn about your dining experience. The quality of our food and service should always meet the highest standards, and it is unacceptable that the dishes did not meet expectations or that your concerns were not handled appropriately. The delay in serving your beverages and the response you received when raising the issue do not reflect the level of hospitality we strive to provide.Your feedback is being reviewed with our restaurant team to reinforce quality control, preparation standards, and guest service protocols. We genuinely appreciate you bringing these matters to our attention, as they allow us to take corrective action.We hope you will consider giving us another opportunity in the future to restore your confidence in Hotel Capilla del Mar.Best regrads,SENDY CASTRO MEZA.

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• User:Jorge T

  Trip type: Couples

  Good hotel and good location ; close to restaurants and stores shopping Center grocery stores

  27 Feb 2026

  They should have more nice umbrellas at the beach , they are old, dirty and uncomfortable; Gestor de Experiencia, Guest Services / Front Office at Hotel Capilla del Mar, responded to this review Dear Mr. Jorge, thank you for taking the time to share your experience with us. We are pleased to hear that you enjoyed our hotel's location and the proximity to various restaurants and shopping centers. Your feedback regarding the beach umbrellas is greatly appreciated, and we will certainly consider your suggestions as we strive to enhance our guests' experience. We hope to have the opportunity to welcome you back in the future, where we aim to provide an even more enjoyable stay. Thank you once again for your valuable insights.Best regards,SENDY CASTRO MEZA.

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• User:MsPearl105

  Trip type: Family

  Decent, but I Won’t Stay Here Again…

  19 Feb 2026

  I stayed at this property in December 2024 with four other travelers. We all throughly enjoyed our stay (See previous review). So, when I planned a second trip to Cartagena for February 2026, I recommended this property to my fellow travelers.The “wow” factor was definitely missing in 2026, starting with the warmth from the employees that we experienced in 2024. Everyone was cordial enough, but only the bellhops consistently provided exceptional service. The cleaning staff, rooftop staff and a few breakfast hosts/hostesses provided good service too.Security was less than friendly at times and failed to greet us or welcome us back at times (whereas some other guests were happily greeted). In fact, I spoke with the front desk about an uncomfortable exchange where we were made to verify that we were guests with the bellhop before being allowed to walk upstairs to our rooms (7 guests in 4 rooms) even though the same guard had seen us waiting on the outside patio for 30 minutes before we left for our outing. Another time security instructed us to check in with the front desk first after we requested towels (even though we exited from the hotel). I am all for safety, but extend the same courtesies to us as you do to the other guests. With this being said, there were a few friendly security guards.The front desk clerk made a note of all of this, but no one followed up. I received an automated text asking how my stay was going that was not monitored. Best way to describe the front desk employees is as indifferent. They answered questions but weren’t enthusiastic, in my opinion.The first night in our two bedroom suite, the air conditioning did not work. We called three times and the issue was not resolved. It wasn’t until the fourth call asking for a manager again (and sweating throughout the night) that someone finally came up and fixed the issue. Otherwise, the room was well-appointed with two bedrooms (with televisions in each), two bathrooms, dining table and chairs, living room area with television.I requested a microwave and it was delivered promptly. So were requests for towels and face cloths. I appreciate this responsiveness from the cleaning and maintenance staff.We walked to several restaurants and the Bocagrande Plaza Mall very easily. The view from our 20th floor balcony was great.Overall, the stay was decent enough and the location is good, but I am staying elsewhere when I return to Cartagena. There are a lot of properties in the area that I’m considering, hopefully the service is better at those properties. Gestor de Experiencia, Guest Services / Front Office at Hotel Capilla del Mar, responded to this review Dear Guest,First and foremost, thank you for returning to stay with us and for having recommended our property after your 2024 visit. That loyalty truly means a great deal to us, which makes it even more disappointing to read that your recent experience did not reflect the same level of service you previously enjoyed.Please accept our sincere apologies for the situations you described — particularly regarding the interactions with security, the lack of follow-up from our front desk team, and the delay in resolving the air conditioning issue on your first night. That is certainly not the standard of responsiveness or hospitality we aim to provide.Guest safety is very important to us; however, this should always be handled with consistency, courtesy, and respect. We regret that you felt treated differently at any point during your stay. Your comments have been shared with the relevant department heads to ensure proper review and corrective action.We do appreciate you highlighting the efforts of our bell staff, housekeeping, maintenance team, and certain breakfast hosts, as well as your positive remarks about the suite, location, and views. Your balanced feedback is truly valuable.We understand your decision and respect it, though we genuinely regret losing the opportunity to welcome you back again. Should you ever consider giving us another chance, we would welcome the opportunity to personally oversee your stay and restore your confidence in us.Best regards,SENDY CASTRO MEZA

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• User:Karina C

  Trip type: Family

  Thank you very much for your atencion, all personal was so kind

  15 Feb 2026

  My experience was excelent, all beautifull Gestor de Experiencia, Guest Services / Front Office at Hotel Capilla del Mar, responded to this review Dear Ms. Karina C, thank you very much for your kind words and for taking the time to share your experience. We are delighted to hear that you found your stay excellent and appreciated the kindness of our staff. It is our goal to provide a beautiful and memorable experience for all our guests, and your feedback reaffirms our commitment to this mission. We look forward to welcoming you back in the future for another wonderful stay. Your satisfaction is our priority.Best regards,SENDY CASTRO MEZA.

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• User:David_and_Martha

  Trip type: Family

  Problems with reservation

  10 Jan 2026

  I have been a visitor to Cartagena on a regular basis for about 35 years, initially on business and more recently as a tourist. In the 1990s the Capilla del Mar was one of my company's preferred hotels due to proximity to the offices. This stay at the Capilla was very much a nostalgic visit for my wife and I to see how the hotel had changed over the years.Visitors to Cartagena today may find it hard to believe that there were very few hotels in Cartagena in the early 1990s and the Capilla was one the tallest buildings in Cartagena!I had tried to make bookings at the Capilla in the past but rooms had not been available for my planned travel dates, so this time I organised my visit dates around the availability of a suitable room. My Expedia booking was for a flights and accommodation package; the room selected at the Capilla being a "Twin/Double Bedded room – Superior" for two adults.Upon check in at the hotel, the receptionist stated that my reservation was for a single bedded room for one adult only. A very lengthy discussion ensued with the receptionist making a number of phone calls to their administration office. I repeatedly asked the receptionist to give me a print-out of the reservation showing the single bed/one adult booking as allegedly received from Expedia. Eventually I was given a print-out which showed a Superior Room for 2 people – exactly as per the Expedia booking. No mention of the single bedded room for one person.When I showed her my Expedia booking confirmation her attitude changed and I was given the room without further arguement as booked via Expedia. So I don't know how the claim that I had booked a single bedded room for one person came about.I am pleased to report that the room I was given was exactly that described and depicted in the photos on the Expedia website.My other comments are:- • The hotel describes itself as 5 star – in my opinion it is only a 3 star and it is expensive for what it provides. It did not even have in-room coffee/tea making facilities or even offer complementary water as is common in most hotels these days. • The rooms have been refurbished over the years – but they tend to be noisy and I could hear the occupants in adjacent rooms. As mentioned above, this was very much a nostalgic visit for my wife and I. It was OK as a 3 star hotel But it was the check-in hassle very much left a sour taste in my mouth hence my rating. There are many more hotels now available in Cartagena which will provide an improved experience for the same price or less. Gestor de Experiencia, Guest Services / Front Office at Hotel Capilla del Mar, responded to this review Dear Guest,Thank you for taking the time to share your experience with us. We sincerely apologize for the confusion during your check-in and truly appreciate your patience as the matter was resolved.We have taken note of your feedback regarding the amenities and room noise, and we will carefully consider it as we continue to enhance our services. We understand that your visit held nostalgic significance, and we regret that your initial experience did not fully meet your expectations.Please rest assured that we are committed to improving every aspect of our offerings, and we hope to have the pleasure of welcoming you back for a more enjoyable and seamless stay in the future.Best regards,SENDY CASTRO MEZA.

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