Hotel Sofitel Legend Santa Clara Cartagena

From the moment you enter the Sofitel Santa Clara you are awe struck by the beautiful majesty that is witnessed by the ancient architecture. The property is focused around its beautiful pool. The staff are amazing. Jimmy at the door, Ms Sandoval in the dining area, Naya at the Spa service, the check in front desk professionals and the fleet on concierge staff who are on top of everything from scheduling Covid testing reserving fine dining areas. You simply can’t go wrong with this five star hotel! I definitely highly recommend it and will be staying again soon!

Lovely hotel and grounds let down by very poor service and food. Let me start by saying the hotel building is lovey imposing and colonial. The place breaths history. Room: we book a classic and got an upgrade (apparently) to superiors, but you wouldn’t know it as it felt just like any old small room with either loud aircon or condensation going on. I don’t get why the room is equipped with just 2 towels and no mouthwash or toothbrushes - I came to expect those things from 5 star so called hotels. Housekeeping: despite it being a top Cartagena hotel they didn’t offer turn down service whilst we had a dinner, and when we asked for our room to be cleaned whilst at breakfast we were told service only commences at 9:30 am. - I expect the hotel to have 24/7 housekeeping for the price they charge. Restaurant: we had breakfast lunch and dinner here. Breakfast buffet can only be called by the name of buffet for people who haven’t been to a buffet or are blind. The selection was very small. And I mean really small with primarily local dishes. No bacon, fried eggs, no proper meat dish or vegetables - but you could have 2 different arepas and empanadas. For dinner the service and quality was much better, with Jesus being a very good waiter. Lunch was disappointing after our hungry breakfast - I ordered a pizza that was tiny and lacked flavour. Wife had a steak that was nice. Service: This is where it all falls apart. When you ask for ice you don’t expect to wait 30 min. When we call housekeeping at 7am we don’t expect the cleaning lady to come at 11am. The worst of the worst was the reception though. After an ok checkin and assurance that our Accor number is in system and credit card charged we were held up for almost 15 min by incompetent Rafael at checkout who not only worked extremely slowly and clearly was more interested in a guest checkout next to us but also wrongly applied our dining credit (we booked through amex Fine hotels and it comes with 100usd dining credit which at tofay rate is 362k COP - he insisted it only is 330k COP per hotel... ) he also promised to fix the Accor number and send the invoice by email but neither happened. It’s not about the 10usd overcharge but when we pay 5star service and 5star prices we expect seemless and high quality stay - it did not occur. We will not be returning to this hotel and don’t recommend it to anyone else

Stayed for 6 nights... great location very close to good restaurants, local shops and the massages are amazing! One of the best massage experiences I’ve had for a long time. We did couples massage twice LOL... breakfast is great and plentiful, service hit and miss sometimes... beautiful courtyard and pool. Best concierge and breakfast staff, they were very attentive! Would stay again. Love the rooftop lounge to watch sunset. The saxophone player was terrific

Where to start? The Sofitel Legend Santa Clara is definitely a new favourite of mine. We stayed for 4 nights to finish our trip around Colombia and we definitely did NOT want to leave! The way we were treated by the Sofitel staff from the moment the taxi door opened until the taxi door closed 4 days later was truly special. We felt special. Being an ALL Accor member, we were offered the butler service even though we did not book a suite. They were simply amazing! Catered to all our needs throughout our stay. We even got a tour of the property by Ernesto and learned a lot about its history! Highly recommended! The bed feels like a cloud, the pool is amazing, drinks at the bar are great! We were expecting slightly better for breakfast but I guess Covid doesn’t give the hotel the opportunity to show their true breakfast experience! Next time! Thank you Sofitel Legend Santa Clara and all the staff we had the pleasure to interact with for a memorable experience! We will be back!

When We decide my partner and I to travel after so many months, one of the requirement was Covid safety and feeling safe every where we would go in the hotel and The Sofitel Legend Santa Clara surpassed our expectations. I have to thank Mr. Nicolas Pesty, the Hotel General Manager for having such an extraordinary team that knows how to make you feel at home and is there at every occasion to make you feel extra special. Daniella who assisted us with the Check-in and we had a pleasure to chat at other occasions during our stay. Rafael, Chef Concierge and Les Clefs d'Or Member made my partner's birthday extra special, thank you for the surprise! and thank you for making our stay from great to memorable! His entire team including Marco was there to kindly assisting us during our stay. Ernesto, Gustavo and Rudy from the Butler team that was always there for us. Great service of Claudia & Yarlenis at breakfast and Jesus at Lunch. We had a great chat during Thursday night cocktail with Mr. Eric Arredondo (Room Division Manager) and the Spa Manager (so sorry for not remembering your name) We loved the room, the bed was so comfortable that we didn't want to wake up in the morning. My partner enjoyed the pool and we really enjoyed our view from the balcony. We felt safe each time we were coming in to the hotel. The hotel is so well located within the historic walled city and walking distance from many great restaurants and especially Mistura recommended by Rafael. We were a bit surprised and overwhelmed on our first night walking around the hotel to be approached by street vendors, people singing rap, or fruit lady for picture. The next few evenings were easier and we decided to walk more in the morning to be able to take pictures of this beautiful colonial city. We also went to Rosario islands on a very beautiful sunny day! To be honest, Cartagena was not on our bucket list to visit and after our stay at the Sofitel Legend Santa Clara, we can't wait to go back! Merci! Thank You! Gracias for making our stay from great to memorable!