佩尼奧爾阿古瓦斯聖瑪麗亞酒店(Hotel Santa Maria de las Aguas Peñol)

I booked and did a prepaid reservation via ******* for this property for my husband. I received an email confirmation showing that it was fully paid as well as verifying the funds were withdrawn from my credit line. When my husband, who was not feeling well in the first place arrived he was told that the reservation was canceled… even though we have a fully paid receipt from ******* from the hotel. He ended up having to pay again just to get in a room to get some sleep. I reached out to ******* for resolution, and they said they were unable to reach the hotel as the office was closed. I hold both ******* and the hotel responsible for the situation and once he checks out I will work via my credit card for resolution. I have been in the travel industry for over 30 years, and currently work at an airline and part time at a hotel in the front desk capacity. There is definitely a mistake here and no one wants to be responsible. I have never had such a bad experience with *******. I am not at the property, but my husband said the staff was uncaring, on empathetic, and unprofessional.

El check in terrible, es un problema el pago si no realizas el pago con tarjeta propia, ojo con reservar por la página, cuando llegas te hacen otros cobros adicionales además, la habitación que reservas no es la misma que te dan, el check out a las 12 muy temprano, el hotel hermoso, la comida deliciosa, la vista demasiado linda, el personal que atiende amable y educado, muy buena atencion la piscina muy sucia.

En general bien, pero demasiado tramite para el chein y chekout, y nos dijeron que era hasta la 1 y en el hotel nos sacaron a las 12 del dia

El hotel es muy lindo, tiene una ubicación espectacular, la piscina es muy bonita, grande, amplia, 2 Jqcuzzis espectaculares, los meseros van hasta la zona de piscinas y te atienden y llevan los pedidos sin ningún problema.

A pesar que nos comunicamos que no podriamos llegar por la via de Bogota a Guatape cerrada por grave accidente, y que dependia de la hora en que retiraran la tractomula volteada. Sien la reserva del 24 a el 25 hasta medio dia, al llegar sabado 25 en la mañana no habia habitacion todo full, pero si realizaron el cargo a mi tarjeta. Solicito el reintegro de dicho pago

Stayed here for a weekend they charged me 159 dollars per payment as a deposit and they told me to pay in cash once I got there. I paid in cash and it’s been since June 7 they promised me to refund the deposit of 159 dollars and they HAVENT. They don’t answer me and have blocked me !!! Don’t stay here !!! SCAMMERS AND THIEVES !!!

The grounds are beautiful. The pool and a Jacuzzi are very welcoming and once you get settled it’s very relaxing. However it’s too far from town and they need to offer a shuttle service to town The road to the hotel is not paved and guaranteed to screw up your rental car. Check-in was a nightmare as I had to wait for this horrible receptionist. She handed me a key and pointed to where the room was. This is a sprawling property with rooms all over the place. I stood outside for 10 minutes until somebody help me find the room Upon checking out, the same nightmare receptionist did it again! I asked her for transportation to town, and she pointed to a phone number on the wall that I was supposed to call. When I asked her to call for me she rolled her eyes. It’s not just the receptionist this place is just totally mismanaged which is a disgrace because it’s so beautiful. They hand you a list of one-sided rules favoring the hotel and not the customer. I just didn’t feel very welcome. That should be fair once I settled in it was very relaxing despite no towels at the pool, and a steam room that didn’t work.

Horrible experience, extra charges, the Hotel was shut off water, room wasn’t same as pictures out of Penol view and uncomfortable, check in team was very slow more than 45 minutes check in, they charge for kids event room hace capacity but do not bring extra blankets and towels

El lugar es hermoso, no ceden asi llegues cansado y pidas que te cobren por hora adelnatada la habitacion el desyauno lo misko todos los dias y racionado si llegas tarde tienes que esperar hasta que el encargado se le ocurra abrir y si se va el agua en el poblado el hotel no cuenta con cisterna y te dicen jay que esperar y solucionan el problema con dos jotellas de agua el acesso al hotel es demasiado oscuro de noche y de dificil acesso, no hicieron la limpieza de mi habitacion y no se termino el jugo del buffet y ya no habia mas el cafe lo mismo tenias que pedir a la carta y pagarlo el lugar en si es hermoso se metio una araña gigante ami habitacion no habia quien de mantenimiento la sacara a como pudimos la sacamos el lugar es hermoso pero la atencion no.