Arsenal Hotel

This is not a 5 star hotel. It is a 3.5 star at most. Paid 2000$+ for a 6 night stay . Expecting a luxury experience for a peaceful getaway with my wife, but kept on getting met with disappointments and let downs. Staff does not pay attention to detail and are very forgetful. A feel of carelessness was felt from a few members of staff (not all) which is unfortunate. Building and decor is full of flaws and mildew . From the stained couch next to the elevator to the mildew stained ceilings leading up to your room and also not forgetting the blood stained sheets. They will dim the lights so the flaws dont show so much. Not even the light bulb in the elevator can be bothered to be replaced. This place will Charge you premium prices for a low quality experience. Even a simple task of getting 4 coca colas was frustrating. Restaurant was closed, granted i went to ask reception. They said , go to pool bar. I did, when i got there no one was there. The pool boy told me to wait atleast 5 times. I had enough of waiting and went back to reception where she finally went to get it for me. 5min task took 30min. (i should of just went to street vendor) Me and my wife went to the restaurant at 8:30pm . Restaurant was empty and closes at 10pm, we asked the attendant if we can sit down and eat. He huffed and proceeded to look at his phone to make sure it wasn't 10pm yet. Seemed like we bothered him. So i told him its okay , we will go elsewhere. One morning, my wife went down for breakfast and decided to bring the plate to our room since i was occupied with online business. We left our room at 10am to go explore the town . When we came back at 1pm . Bed was made , thankfully but dirty dish was left in the room. I couldn't comprehend that. (Breakfast is free, food is low quality. We ate elsewhere every morning) On a positive note , there is a select few that will cater to your wants and needs . And those certain individuals were acknowledged. My wife even bought a gift for one member of staff because she was so sweet. Beds were comfortable, air conditioning was working properly. Couples massage was a good experience but that is through a third party. Management did try to redeem themselves by giving us credit on certain activities or free dinner. That was appreciated and we are thankful for that. By the last few days. Me and my wife really wanted to get out of that hotel. It was such a frustrating and annoying experience with such money we paid . If this hotel was advertised as a 3 star and was half the price . This all would be acceptable. Point of matter here, is we work hard for our money and we chose to pay a premium for a luxurious experience and this was not it. "Small details will amount to BIG results" Should be printed on a big banner in the employee break room. This place can be improved and can be a 5 star hotel , one day. Staff needs improvement, details need to be taken care of swiftly. Things should not drag on and be forgotten. Management needs to discipline more and be more strict with their staff. With that, staff will be paid more than the average hotel worker. Its a win , win. Then the premium charge to the client can be justified.

The hotel staff were so inviting and accommodating. It felt as if they were reading your mind at times. They work as a team. I witnessed them prompt a young, gentle and intelligent female by the name of María from the kitchen to concierge. I love how the males respect their female counterpart. The hotel was very clean, and the food was GREAT. ||Thank you, ||Emmanuel, Nirphemy, Laury, Daphne and Zion.

Salyuri was amazing ! Excellent service . She took very good care of us at the pool top and the dinner. She makes it truly worthy of a five star hotel. Everything else is amazing as well. Housekeeping was very attentive . Thank you

It would’ve been a fun trip. Rooms were amazing, staff and housekeeping were awesome. They cleaned our rooms everyday and we tipped as we can. However what really pissed me off was how the bartender in the evening seemed pissed that we asked to put the credit to our card instead of the room. It inconvenienced him that he had to go back to get the reader for us to pay that way. Very unprofessional and not to mention that he took out tip not asking us whether we would like to give it. It was this experience that soured our experience and we do not think that this hotel deserves a five star rating. Please fix your customer service.

This is a nice hotel in a really great location. The room was spacious and comfortable. The pool area is fantastic but does not cater to vegetarians. The housekeeping service was generally good (but a bath and hand towel were not always given). Breakfast was dissapointing, tables were often left dirty and items not replaced leading us to eat on a dirty table on one occasion. Coffee and food options needs improving.

It doesn’t deserve the five star status that it’s given. Especially NOT with how we were treated at the bar. It seemed we were inconveniencing the bar tender with our presence. Totally not the way to treat customers. Everything else can be good but with one bad encounter , the rest is ruined. A chain is only as good as its weakest link. I’m sorry. I hope management can fix this issue. Not going back to this hotel.

I stayed at Arsenal Hotel and was very impressed with the overall value. For the price, it’s a fantastic option in Cartagena. The location is hard to beat—right between the Walled City and the pier—so it’s easy to walk to most major attractions, restaurants, and nightlife spots. The room was clean and comfortable, and the staff was always friendly and helpful. The only small issue was the bathroom ventilation, which could be improved, but it didn’t take away from the overall experience. If you’re looking for a well-located hotel that offers good comfort at a fair price, Arsenal Hotel is a solid choice.

I’ve always liked this hotel and have stayed here four times, but my most recent 2-day stay was very disappointing. From the start, check-in was slow and poorly handled. The internet barely worked, and the TV didn’t work for two days straight, which was frustrating. I even asked to be moved to another room, but nothing was done to make me more comfortable or happier with my stay. The worst part, however, was the breakfast service. My wife and I ordered, waited over 30 minutes, and never received our food. When I asked again, I was told the order had never been placed and that the kitchen was already closed. We ended up leaving without breakfast, forced to go elsewhere to get the service and attention we deserved. During all this, the waiter ignored us completely and focused on cleaning tables instead of helping us. For a hotel I’ve been loyal to and returned to multiple times, this was unacceptable. The property itself is good, but the service has declined badly. Unless management makes real changes, guests like myself will continue to walk away frustrated and disappointed.