Bethel Lozana Guatapé

Guests who stayed here loved

“Nothing of note due to bad experience First, boat collecting us was scheduled for 2:30, arrived after 3pm with no communication that it was late despite us contacting hotel. Dinner was rushed, received our main course approx 10 mins after starter, Which we had only eaten half of, desert was the same, it came out 10 mins later & we had finished neither starter or main course. Understand kitchen closed at 8 but we sat down before 7, & we werent told that staff stop at 8pm exactly. At 1AM, we woke to sound of a Maricuela (possum) eating out of the bin in room. We immediately called number on sign in room stating if we see these animals in room to contact for assistance. This phone wasnt answered, we rang for 2 hours, WhatsApp messages werent acknowledged until 12pm the next day when we asked. I went to reception twice to seek assistance as animal was moving around the room, but there was no staff there (despite stating on booking.com theres 24hr security, there definitely isnt). Because of this my partner and I did not sleep at all. We were the only guests in hotel during our stay, so if staff were available we could have changed rooms if unable to deal with an animal in room. Very worrying from a safety point of view, if there was a medical emergency there was absolutely zero support from accommodation from 1AM until 12PM the next day. Next morning I followed up with staff to see were WhatsApp messages/calls received (7 calls/messages on WhatsApp/booking.com), at 11:58AM the hotel responded, apologising & offered late check out & 10% discount from food and drinks. As checkout is 12PM in hotel we were already checked out as message was sent 2 mins before checkout time. Upon speaking to staff members on site, was told the manager had phone during the night & they didnt see messages.Staff werent forthcoming with apologies or solutions, this was uncomfortable. We were offered 10% discount,& were charged for drinks we didnt have.”

Jack · Jun 22, 2026