The Brown, Guatape, Autograph Collection

Excellent

Beautiful views from the room, very clean. The staff absolutely go out of the way to Make You Feel at home. The views are espectacular.

Lake view. Outdoor pool amazing.

The Best hotel in Guatape Antioquia Colombia

The front desk staff needs more training so they can talk more politely
The food is good and the wait staff is good too
Also the road to the hotel is horrible

Beautiful view very relaxing great gym staff was very attentive

The hotel itself is beautiful, very clean, and offers the perfect atmosphere to relax. I truly enjoyed the property and everything it has to offer. However, my experience with the staff left me disappointed. At check-in, I presented my American passport to avoid the resort fee, since tourists are not required to pay it. Unfortunately, I was still charged, and I feel this may have been due to my Colombian background, even though I do not live here. For reference, I didn’t encounter this issue when staying in Cali.

Additionally, the restaurant service was extremely slow. It took nearly 30 minutes to receive a drink, and I had to ask three different staff members before it finally arrived.

While the property itself exceeded my expectations, the service made my stay less enjoyable. Because of this, I would not choose to stay here again despite how beautiful the hotel is.

beautiful hotel food is great. The staff is great for some reason. Nobody wants to invest in the roads around the hotel or even on the property. It makes no sense at all. You have to take little tues and it is a ride that beats the hell out of you better for a four wheeler.

Gorgeous hotel. Don't get scared of the drive to it, we did it at night and totally thought we took the wrong way until couple of signs showed us we are on the right track.
Is secluded, gorgeous resort!

Nuestra experiencia en este hotel fue totalmente desagradable. El administrador tuvo un trato déspota, desafiante y prepotente, haciéndonos pasar un pésimo momento. Se tomó atribuciones que no le correspondían, demostrando un exceso de poder que en realidad no tenía, lo que refleja una grave falta de respeto y un mal servicio al cliente.

Lo más grave es que, por el simple hecho de dar una opinión, se nos negó el hospedaje, lo cual constituye una represalia injustificada y una vulneración directa de nuestros derechos como consumidores.

Consideramos que se afectaron los siguientes derechos fundamentales del consumidor (Ley 1480 de 2011 – Estatuto del Consumidor):
• Derecho al trato digno y respetuoso.
• Derecho a acceder libremente a los bienes y servicios ofrecidos al público, sin discriminación ni represalias.
• Derecho a recibir un servicio de calidad, acorde con lo anunciado y contratado.
• Derecho a la información clara, veraz y suficiente.
• Derecho a presentar reclamos y obtener una respuesta adecuada, sin ser castigados por ello.

Este caso será reportado a la Superintendencia de Industria y Comercio (SIC) para que investigue y sancione las irregularidades, ya que se trata de una práctica abusiva que vulnera nuestros derechos como consumidores.

No recomendamos este lugar bajo ninguna circunstancia, ya que lo más importante para nosotros es el servicio al
Cliente.

1. I could not communicate with the hotel by email or phone until I arrived at the front desk and was given a what’s app number that actually worked and never did they return any emails

2. The front desk staff was slow and inefficient during the entire stay
3. The walls of the rooms would allow me to listen to my next door room’s conversations
4. Cleaning staff stated at 7 am with a fun and laughter conversation directly in a a small room right by my room
5. The mattress was tired and lumpy with permanent indentations on each side of the king bed with pillows that would not support a child’s neck
6. I stayed 5 night at 300 dollars per night and on the 4th and fifth night they had a large party with music blaring and tic tok motorcycle transports going buy until 3 am each night
7. The road to and from hotel to Guatapé and el Peñol was dirt and felt like I was placing my life in danger riding in taxis
8. We lost power twice during the stay
9. I was not allowed to bring my own insulated cup to the pool to drink the hotels drinks out of and was rudely treated by an non English speaking person
10. I noticed many of the females wearing garments that were clearly against the rules we were given by the front desk at breakfast lunch and dinner along with pool attire
11. Three times we had people arguing into the night in rooms and hallways waking me up at 2-4am
12. I believed that what I was getting was a quiet secluded hotel not a weekend party

I had a terrible checkin experience at this property, they ask for physical ID for every single person staying and my wife had a picture of the passport as walking with those documents in Colombia is risky. So we explained the situation and the lobby receptionist was rude and referred us to read the law. The property is beautiful but the service and the staff has a lot to improve. We escalated the situation and the manager was kind enough to understand and help us. I stayed before at Domus glamping and the experience was 1000% better than this luxury hotel. I wouldn't stay here again.

Absolutely amazing property. Great views, good amenities. Absolutely recommend staying here

Hace rato no estaba en un lugar tan agradable con tan buen servicio, la piscina, la atención, la atención, la belleza del lugar, la atención.

Felicitaciones al dueño de este lugar.

Best Hotel Ever!!!!

This hotel is AMAZING! The staff is polite, pleasant and very attentive. The location is top notch with a view that doesn’t get old! On site activities were great. The hotel is close enough to everything yet far enough to be able to disconnect. I can’t think of one bad thing to say about this place. Would definitely go back !!

Very nice place

Beautiful views, excellent food and location. Very safe

The hotel is very nice, cozy, clean, and the staff is incredible. The breakfast is good, sufficient, and delicious. The food in general is delicious, but we didn't like a couple of dishes we tried. The wings were very ugly, and the chicken tortilla soup was delicious, but I ordered it twice and it came out cold. I would return to this hotel; it's very nice.

Brown was excellent!! Juan Pablo, one the staff was great and very helpful, every room as a view to the lake, infinity pool, the food is great!!! Free breakfast, free parking with option of valet if you prefer, drive was beautiful, you get into the woods to get to the hotel, nothing to worry about, very safe. I'm definitely going back.