Fenix Beach Cartagena

Freundlichkeit des Personals, die Sauberkeit der Hotelanlage, der Blick vom Strand auf Cartagena, die Großzügigkeit und Ausstattung der Wohnung (Deluxe Bungalow), das Frühstück und der Service, das Essen im Restaurant, der Boottransfer von Cartagena zum Hotel und zurück.

Es gab in der Anlage kein frei verfügbares Trinkwasser (nur überteuert verkaufte kleine Wasserflaschen), die Minibar-Preise waren überteuert, der Room-Service kam erst nachmittags, die Musik war teilweise überlaut bis später abends, die Kommunikation im Vorfeld kam meist über Künstliche Intelligenz nur auf Spanisch und wiederholten sich und Informationen zu Bootszeiten waren vor Ort eingeschränkt (z.B. kein Boot um 08:00h a.m.)

La playa es espectacular

Todo me gustò

The photos really don’t do this property justice. It’s much larger than it looks online, with so many beautiful spaces and areas that aren’t shown on the main listing. Our room was huge, the bed was very comfortable, and service on the beach was consistently prompt. Some of the food was amazing, especially the seafood pasta and pistachio ice cream. The complimentary boat shuttle into Cartagena was also a great touch. They even hosted a lunar eclipse bonfire during our stay, which was such a memorable experience. Sam from Guest Services was amazing — extremely responsive and helpful throughout our stay. And cabanas are in abundance!

Our room incorporated a large tree and was essentially partially open-air, which looked beautiful but also meant critters could get inside. Our keycards also repeatedly demagnetized. Beach towels are available by request, but a self-service towel station would be much more convenient. The biggest issue is that there is no shop on the island for basic essentials. We needed things like toothpaste and sunscreen and had no way to buy them without going back into Cartagena. Water at the hotel is also quite expensive, so I’d strongly recommend stocking up on water and essentials before taking the boat over.

The boat arrived late, leaving us waiting under the sun for long time. Once we arrived, we asked about a late check-out. We were told this was possible, but only on the condition that we downgrade from our villa to a standard room. We agreed and paid the requested rate, but when we arrived at the room, we discovered that we had been knowingly given a room with no hot water. Only after I complained did they finally issue a refund. The biggest problem, however, was the overall attitude and lack of effective assistance. Every time we needed something, we had to argue and insist to get a solution. The staff uses many kind and reassuring words, but very often nothing actually gets resolved. I would much rather have honest and straightforward communication from the beginning than be given pleasant reassurances that ultimately lead nowhere. Another major disappointment was the complete lack of assistance if you become unwell. There wasn't even a basic kit with a thermometer. If you feel sick, you are essentially left on your own.