Karmairi Hotel Spa

I was planning to book a 9-night stay at Grand Sirenis Cartagena but decided not to proceed due to the poor customer service I experienced before arrival. I emailed the hotel with simple questions about my reservation and received no response. I also called several times — on more than one occasion, someone answered, heard me speaking, and ended the call without assisting me. When I eventually got through, I was placed on hold for a long time and still did not receive the help I needed. I also contacted the hotel through WhatsApp regarding basic questions about the room setup and adding guests for part of my stay. I received only a partial response and my follow-up questions were ignored. For an international traveler, communication and trust are extremely important. If it was this difficult to receive basic assistance before booking, I had no confidence in the service I would receive during my stay. I chose not to book at all, and if you want decent customer service, I recommend you do the same.

It is the worst experience if you are used to traveling to all-inclusive resorts, as they do not offer buffet breakfasts, lunches, or dinners; everything is à la carte with very few buffet-style accompaniments. The cocktail service is poor; there is no variety, and if a product runs out, they do not restock it, and if it is not available, it is simply not available. If you do not like what is on the menu or cannot eat it due to your diet, the response is that there is no other alternative, and you are left without food. There is very little staff; if a large group of people arrives, they cannot keep up, and you receive what they give to that group, as happened to us when a group of university students arrived, and we had to settle for what they were being served. At dinner, if you order a cut of meat, they give you another one or simply serve you leftovers to fulfill the dish; the price is very high for what they offer. In reality, it has been a bad experience regarding food. The basic items. There are no snacks. If you want to come to this place, I do not recommend it at all.

It is a place to relax; the facilities are very beautiful and clean, and the staff is very attentive and kind to the guests. However, they need to improve the food as they have three restaurants, but you can only choose one each day. The food is not very good; you cannot find a mojarra or shrimp rice, only seafood and raw dishes. Not everyone likes raw food. They have a salmon that I found on a menu that was salty. They have a lot to improve in the food to be a hotel of the category it is in, and its location; its menu is very poor. Additionally, you book a room, and when you arrive, they give you a different one than what you requested.