Sofitel Baru Cartagena

I've been to many Sofitel properties before, so I arrived with high expectations. It was clear very quickly that this property does not live up to the Sofitel standard. First, just getting to the hotel is difficult. You have three choices: boat, car or helicopter. Our group was too big for the helicopter so we chose the car (which was about the same length of time). Getting to the property involves a 60 to 90 minute drive through some dodgy areas, ending in a long, unpaved dirt road that was uncomfortable at best. But hey, I'm always up for an adventure. Once you arrive, the property itself is nice but the service is terrible. The property was not crowded - the opposite, it was quite empty for a festivo weekend but it still took 30 to 45 minutes to get a drink at the pool. Unacceptable. The prices are extremely high. That's fine I guess, if you're at the Four Seasons and you're getting amazing food and impeccable service - but this Sofitel doesn't offer that. The food was mediocre at best, the selection was sparse and the taste was bland and boring. In addition to the high prices (sometimes as much as 400,000 COP for a steak and 60,000 COP for a cocktail), they add taxes on top plus a "service charge". And even though there is a service charge on everything you consume, the waiters still want a tip. If you don't tip, you get a nasty look and attitude. Come on, either include the tip in your service charge or let us tip, but including both is absurd. The beach itself is fine. The sand is not the white sand of the Caribbean but it's OK. Though they do have layers of security to keep hustlers out, the hustlers still find ways to harrass guests by coming via the ocean. Every night we had people arriving in "lanchas" (small boats) who try to sell you on what they are selling. Do better. But the worst part of the experience is absolutely the service. It's uncaring, no smile, and except to wait. If room service says the food will be there in 40 minutes, it'll be there in 90. Order your drinks immediately or you could be at the pool or beach for an hour before you get anything. And because the location is so remote, there are no nearby supermarkets. You're stuck with what they sell, and their prices. For example, I ordered a quart of milk for my young son's bottle. $100,000 COP (about $30). Price gauging, wretched service, OK location, bland food. That's what the Sofitel Baru offers you.

Beautiful Hotel, with great service. Nice place to relax and forget about everything.

We were here for two nights and in general we had a lovely time. The overall impression is great, but with what you pay here you also have great expectations and therefore there's still some things left to be desired. Here's our breakdown; Positives; - The whole hotel/resort is extremely well kept, clean and of high standard - Our superior room had lovely ocean views from the balcony - Lots of activities for both adults and our son. They also have a kids club (we didn't get the time to try it) - Many pool with different aspects. We tried all of them except the adults only. - The beach is quite small, but still very nice. - Service among most of the staff was very good (except in the instances mentioned below) - A breakfast up there among the better we've encountered (and with around 30 years divided among us working within the hotel industry and over hundred hotel nights every year, that says a bit) Neutral: - Room was not ready upon arrival (14.30) and we had to ask for it ourselves when the clock had turned past check-in time. - The shower-solution which is quite "open" might be an issue for some (wasn't for us) Negatives: - After a very effective start of our dinner in the Humo restaurant, it took almost just as long time to get the bill in the end as it took to consume the whole meal, after the restaurant started to fill up. - At the beach we waited 1 hr for a beer (after asking for it twice), as staff completely lost control when a larger group arrived. Then it was like no one else existed. We got compensated with free drinks after we just left, but with so much staff, that shouldn't happen in a place like that. - Chairs and sofa's in Humo are very straight, leaving them to be very uncofortable for people with back issues. Two of us struggled and with one of us working within the field of physical medicine, we know that if you want to have such furnitures, you also need to provide some kind of lower back support/pillows. - There's tip added (I think it was stated resort fee) at the final bill, which was not informed about at check-in. When presenting it, they mention that it's optimal, but as you also tip during your stay and it seems to be a fixed percentage (10%), it kinda means that your adding tips on the already paid tips. That's an American way of doing business that should not spread elsewhere. As an end point, some thoughts around an issue that might not formally be the hotels resposibility, but that still left us with a bit of a bad taste in our mouths, already when arriving. Accor has with this hotel been allowed to develop a lot of nice nature in the area, and they have done well with the premises. However that also comes with responsibility for the surroundings and local community and most of the road leading to the hotel, is extremely rough. We really felt sorry for our (and other) Uber/Taxi-drivers, that get's wear and tear on their cars, driving more fortunate people like us to these hotels. Here we really feel like Accor should take some corporate & social responsibility and invest/co-invest in making sure that the road gets fixed and those bringing and picking up their guests, are not at risk of expensive repairs or other issues, potentially affecting their livelyhoods.

Very nice hotel very quite and peaceful. The hotel is modern, beautiful, the rooms are spacious and nice, the view on the sea is amazing. A special thank to Alice who made our holidays very pleasant. The staff is very nice, always willing to help, smiling, service is very good. Each time there was an “issue” they did all their possible to arrange it! The breakfast buffet is very good, the breakfast terrace gives a beautiful view… There are several pools, one infinity, several for kids and an adult only. The hotel is very far from everything, so if you need something you need to go nearly to Cartagena meaning 1h drive… Enjoy the beach at the hotel (beach is not private so people come to sell stuff, foot massage, jet ski.. this is not part of the hotel… but really better than the public beach playa Blanca! Just do not go there it is pure harassment! There are different restaurants in the hotel, all are good and good quality. If you want to rest some days far from everything, this is the place! Only Con: the bed is not the comfort of the known Sofitel bed, we were missing the mattress topper… Could be good also to review the drink list with the cocktails to suggest more specific ones and a larger choice… seems they will hire a cocktail specialist so should be better ;)

We loved everything about this beautiful new hotel. The multiple pools, how child and family friendly it was, how much space and privacy we had on the beach, the ocean access, the rooms, the incredible staff, especially Juiro Jatro but most of all the very best food I’ve ever had consistently in a hotel. We will definitely be back!