Hotel berhampiran Puente El Trocadero, San Rafael

TLDR: un paved road, no hot water for more than 50% of our stay, inaccurate menus, no remote controls in room, not water at all, and then no hot water again! Horrible, horrible, horrible stay!!! Just a waste of money and precious vacation time. We got here 2 days ago and we were very tired after a 3 hour journey to get to the hotel from Medellin. Be advised that the road is not paved all the way to the hotel. One would expect a Marriott hotel to at least have paved roads but here one must severely lower expectations. When we checked in we found out the luggage trolley was not working. That’s fine we helped the bellboy carry our things to the room. We get to the room and our next door neighbors were having a little get together. Normally this wouldn’t be a big deal but the walls here are paper thin. We could hear cars pulling up to the hotel entrance from our room. We switched rooms and unpacked, ordered room service and tried to take a shower but there was no hot water. We were too tired to deal with that so we got ready for bed. 20 mins later we get a call to tell us what we ordered wasn’t available, a call we should have gotten maximum 5 mins within pacing our order. The next day we still had no hot water so we called maintenance at 10am. Maintenance spent the next few hours trying to fix it. We decided to change our plans and stay at the pool since we couldn’t shower to go out for the tours we had planned. We thought this would give them time to fix it. 6pm rolls around and still no hot water. At this point we demand a refund and they offer to upgrade us to a room with hot water. We take the upgrade and there are a few kinks like: two TVs in the suite but no remote controls, espresso machine that isn’t plugged in and we had to call maintenance because the plug is behind a huge bookcase. We go to have dinner and the cocktails on the menu aren’t available because they switched menus but they still give guests the old menus. Lo and behold, by 2pm the next day we have no water at all. The hotel claims a pipe burst and they had to have it fixed so water was cut. A few hours later the water is back but no hot water AGAIN! This hotel is located in a warm climate but it gets extremely cold at night so hot water is necessary. Now we’re sitting in our room waiting for hot water. In total we have spent more than 50% of our trip waiting for hot water. This is truly unacceptable from any hotel, even less from a Marriott location. We thought this would be a relaxing and run getaway but it has been awful, stressful and a waste of time and money. The hotel is beautiful and the food at the restaurant is truly delicious but this place does not have its act together. The staff truly tries and it’s not their fault that the place is such a mess, they didn’t build the paper thin walls, they didn’t decide not to pave, and they didn’t install insufficient water heaters. This was all the owners and management so I don’t blame the staff. I think this place was opened

Great views in the rooms! The food is amazing and the place in general is very nice. The relationship between price and service is appropriate. It is a bit far away from the city and the airport so plan ahead before booking. Highly recommend!

Reseña hotel excepcional Este hotel es simplemente espectacular, un lugar mágico desde el momento en que llegas. El personal te recibe de manera excepcional con un delicioso café de origen y te cuenta la fascinante historia del lugar y por qué los espacios para dormir se llaman ”lares”. Te ayudan con tus maletas y te entregan tu ”Lar” como si fuera tu hogar. Pedimos un JP Chenet y nos lo sirvieron perfectamente. A pesar de haber llegado en una tarde nublada y fría, disfrutamos muchísimo del jacuzzi con una vista inigualable del embalse. Dormimos en una de las camas más cómodas que he probado, con sábanas, cobijas y almohadas deliciosamente suaves. El desayuno, que estaba incluido en nuestro paquete, fue espectacular. Y, por último, pedimos un servicio de masaje en la mañana y quedamos casi flotando de la relajación. Recomiendo al 100% este lugar y esperamos volver varias veces al año para disfrutar de su tranquilidad y encanto

We loved this hotel. They have about 16 rooms and it has a very homey feel. The manager is on site and always around if you need anything. The hotel is located on Guatape Lake and is absolutely gorgeous. We ended up staying here one night so that we can visit El Peñol and Guatape town and we’re really glad we did. Our room was huge with a hot tub on the balcony and views of the lake. The hot tub was very hot and perfect after the day of climbing the rock! Breakfast was very good. It was not buffet style, but a la cart and included . The gym had views of the lake and the hotel offers yoga, kayaking etc at an additional cost. Tau house is super peaceful and set on an idyllic back drop and perfect for relaxation! I would recommend staying here one night if you’re visiting Guatape.