First the good points - great location, very secure, electronically guarded entrance 24x7. Good room, great view of Montserrate from our room. Staff was very communicative in English and gave great recommendation (Jhon) for dinner. Did enjoy our stay.
Now here are the items which hold them back from getting a 4 or 5 star review.
1) Shower knob was clunky. we could only get lukewarm shower water in our 2 days stay.
2) 2 bulbs in the room were burnt out.
3) Sliding blinds didn't work smoothly.
4) Somewhat tacky behavior - requested 2 coffee pods for next day for the coffee maker. Was told initially USD1 but was charged COP10,000 which is 2.5 times the rate. Should have been given complementary and then told that only the first day's coffee pods are included.
5) Same with taxi service from airport. Was told via email, it would cost me 91,630 Colombian pesos. While the hotel is entitled to mark it up, they could have also told me that a regular taxi or Uber costs only 30,000 to 50,000 pesos to come from the airport. Give first time international visitors good advice, especially when corresponding via email, days before arrival.
This behavior is more like a 2 star hotel which keep low daily rates but try to make more money out of customers in alternate ways.