Ermita Cartagena, a Tribute Portfolio Hotel

I stayed at Ermita Cartagena for my final night before my flight, choosing the hotel specifically because of its airport shuttle service. My arrival started off wonderfully. The doormen were warm, attentive, and accommodating. At check‑in, José at the front desk offered complimentary shuttle service to Bocagrande, which I was excited to accept since I hadn’t been able to visit earlier in my trip. I scheduled the shuttle for 4:30 p.m., and he mentioned the service ended around 7:00 p.m.

Shortly after settling into Room 301, I received a complimentary plate of sweets and a handwritten note in Spanish. At first, I declined because I hadn’t ordered anything, but the woman insisted it was a gift. I accepted, and the sweets were delicious. Up to this point, the hotel felt aligned with the level of hospitality I had experienced at Sofitel Legend and Sofitel Baru.

Unfortunately, everything changed after that.

I arrived in the lobby around 4:10 p.m. for the shuttle. A van was already outside, and the bellman told me they were waiting for another couple. At 4:30, I saw a man step out of the van, come inside, and sit at the bar to watch the game while eating from a paper bag. He looked at me occasionally but made no effort to communicate. At 4:40, when I stood up to approach the door, José rushed over and signaled the man to take me to Bocagrande.

When we arrived, I used my translator to ask him to pick me up later, but he refused, saying he didn’t do return trips and that I would need to take a taxi. I had brought no cash, assuming I’d be returning with the shuttle and that mall purchases would accept credit cards. The mall I was dropped in front of was underwhelming, and after several failed attempts to get an Uber due to peak traffic, I ended up walking 45 minutes back to the hotel — exhausted, overheated, and furious.

I told the staff that I would never have taken the shuttle had I known I’d be stranded without a return option.

Back in Room 301, I tried to rest, but soon heard loud bullhorn‑style announcements and cheering. I hadn’t realized the room was directly beside the restaurant and outdoor viewing area for the game. The noise was constant. I called the front desk, and eventually Nicolás, the doorman, came to help. He asked the group outside to move, but the noise continued. I called again and requested a room change.

Daniella from the front desk came to show me a quieter room on another side of the hotel. I accepted it, returned to Room 301 to pack, and Nicolás came back to help with my luggage. However, when we arrived at the new room — on the third floor instead of the second — we discovered it was already occupied. A half‑finished glass of red wine sat on the desk, and the bathroom counter was covered with makeup and perfume.

We returned to the front desk with all my belongings. Daniella scolded José for giving the wrong key. After receiving the correct one, I finally settled into the proper room. By then, I was drained. I hadn’t eaten since breakfast in Baru, and had the Bocagrande situation not happened, I would have gladly had dinner at the hotel. At that point, I simply wanted the night to end.

During checkout the next morning, José repeatedly asked whether I had taken anything from the minibar, despite my answering no each time. It was an uncomfortable end to an already disappointing stay.

I want to emphasize that the doormen were consistently wonderful, especially Nicolás and the second bellman who helped me with my luggage at checkout. Unfortunately, the front desk experience — particularly with José — made me feel stereotyped and treated differently from the exceptional service I received throughout my 10‑day stay in Cartagena, the Rosario Islands, and Baru.

Ermita Cartagena has potential, and parts of my stay were genuinely lovely. But the lack of communication, the mishandled shuttle service, the noise issues, and the room mix‑up created an experience I cannot recommend.

El personal del desayuno, el de recepción y el de portería, y sobre todo el señor de los traslados tanto a aeropuerto como al centro de la ciudad todos extraordinarios. Buenísimos los servicios gratuitos de traslados a aeropuerto y centro de la ciudad. Buena comunicación a través del wassap. Por suerte tuvieron a bien darnos una habitación tranquila que nos aisló del ruido enorme de la carretera adyacente pero sin el sofá cama prometido en la reserva. Una pena lo de la piscina que la estuvieran reparando justo en nuestra estancia, aunque intentaron compensarlo ofreciéndonos el traslado a otros hoteles con piscina. En general muy bien.

La atención del personal del hotel, son muy amables.

Everything was amazing

The hotel is located very close to the historic down town and the airport. The staff was very friendly

Staff very professional, courteous and hospitable . Look forward to returning. Shout out to David for his exceptional service

In a platinum elite member on Bonvoy… I stay in hotels a good bit. This hotel is my fav. The experience is fantastic. Staff is wonderful and the rooms are designed beautifully. Location is also central, walking distance from nice places to visit.

It was great . The staff was helpful

Our family of four had a wonderful experience at this hotel. The location is perfect. Just a ten minute walk from the entrance to the old city (at first I wished we were staying inside the walled city but when I realized the extra premium I was very happy with our decision). The rooms are clean and comfortable. The rooftop pool is terrific (though feel quite adult...). The highlight was the breakfast: highly recommend the mini waffles and mini pancakes (the latter are a la carte but included in the price. Staff are lovely and extremely helpful. The building itself is beautiful with lots of spaces to read and work.

Our experience at the Ermita was top notch! From the incredibly kind and helpful staff, to the delicious food, incredible amenities, and ocean side view we couldn’t have asked for a better stay!

The customer experience was 10/10 from the day that I checked in. I stayed for 3 nights over my birthday and they decorated my room and gave me a cake with the help of my fiancée. He said the communication with them was superb. The food and the rooftop bar was amazing as well.

I thought this hotel was okay, but not quite up to the usual Marriott standard. It’s a bit run down and while not too far from the centro histórico it’s on the fringe of a not so great neighbourhood.
Having said that all the staff were really helpful and friendly. The breakfast was great too. We ate in the restaurant one night. It was almost empty but the food was nice. There are however lots of lovely restaurants with nice atmosphere a short walk away.
There is a very helpful transport from the hotel to the airport (one way only) which is bookable at no cost.
I used some of my nightly upgrade awards and did get an upgrade but the room didn’t seem anything special (although I have no idea what other rooms are like). It was very clean though and the housekeeping staff do a great job.

Elsa is the most wonderful hostess!! So very happy and helpful!!!! We will miss her!!!! She made our dinners each night so enjoyable!!!!

El tamaño de las habitaciones

atencão por parte dos empregados

Great staff very clean. Very safe. Will stay again. Walking distance to the wall and short taxi ride to clock tower. David was great