Sofitel Legend Santa Clara Cartagena Hotel 5 stars

Everything from checking in to the food ,bartenders and customer service shown to me was excellent. I will definitely return.

Wonderful hotel with exceptional service and centrally located within Walled City

Hotel was in a great location and the service was excellent. They put a great deal of effort in maintaining cleanliness and sanitation.

This hotel is so beautiful with lots of history! There were so many places I wanted to go in Cartagena so the location was perfect but because of the pandemic we chose to relax mostly at the hotel and loved every bit of it. The staff was so friendly, very accommodating and we were very impressed with their safety protocols. We look forward to visiting again soon!

Agradable y satisfactoria.

The Sofitel Santa Clara in Cartagena was centrally located and within walking distance of all the main sites and attractions in the Old Historic City Center of Cartagena. The view of the ocean from the hotel terrace was great and the view from our balcony was nice. Once I arrived, I was sarcastically "greeted" by Rafael. I introduced myself and knew that we had arrived early but my intention was just to leave all of our luggage and baggage at the hotel so that we can go explore the city until we were about to check in at 3:30PM. I introduced myself and said that I knew I was a bit early and his sarcastic response was, "You think?" I just laughed it off not knowing how else to react. He proceeded to tell me that the two rooms were not ready, which I expected and then I asked him if I can leave my luggage here until check in and he pointed to the entrance of the hotel and said one of those people can help me out with that. Those people that he pointed to were the most helpful "Maleteros" and hotel staff that I encountered throughout my stay. Rafael just deflected and essentially came off as though helping me store my luggage wasn't his problem and was below him. Rafael also mentioned that he was the one that sent me the email that detailed all the details regarding my stay such as check in and check out times. I acknowledged that he did send me that email. However, a few days into my stay I was told by the pool staff that I needed a reservation for a chair meanwhile, the email that Rafael sent me stated, "In addition, we remind you that, in order to guarantee the comfort of all our guests, the reservation of chairs, tables and sun beds is not allowed and they are available according to the order of arrival and availability. We appreciate not leaving your belongings on the chairs, sun beds or tables to separate a space in this area." I interpret that being as first come first serve and the pool staff member gave me some resistance but then proceeded to escort me to two beach chairs. I then went the next day and days subsequent and made my pool chair reservations but told the front desk person upon check out that NONE of these instructions were explained at check in AND the email that I was sent states the complete opposite about reservations. This stay at the Sofitel Legend in Santa Clara has been the worse stay that I've had at a Sofitel. My partner and family and I had stood in other Sofitel's all over the world and I was truly treated like a second class citizen at the Sofitel Legend Santa Clara in Cartagena. I have never experienced this before especially not at a 5-star hotel. I am Hispanic-American and look Hispanic and was treated differently compared to when I sent my partner who is White and American to deal with making reservations, asking for toilet paper, etc. I will not be recommending this hotel to my fellow peers and friends who are people of color. This hotel is good if you are White. I traveled with my parents and partner and my parents and I were not treated the same as my White partner. Ultimately, Rafael was rude and not professional on several occasions whether that was at check in, asking a question, or making a reservation for pool chairs.

I believe that the hotel is really well located and have a lot of benefits as it's inside the city, however, i believe that you should improve the following: 1. Cleaning in rooms 2. Excesive time to response in restaurant. Takes a lot of time to attend. 3. Costs of restaurant should be review. Almost 70kCOP for chicken with fries and 10kCOP for a bottle of water.

Wonderful experience! Great ambience, comfort and professional service all the time.Definitely will come back.

I have been staying in Santa Clara multiple times and I new it would be a safe place during the pandemia. They have done a truly remarkable effort to keep costumers safe. No ontered our roo during our 5 day stay. The restaurants are well managed, with distance among tables and excellent service. My only doubt is the pool atmosphere. It was crowded and did not feel safe.

Staff was attentive, everything was clean and as expected. We booked through Amex Fine Hotels and Resorts and received an upgraded room, fruits, chocolates, and a cute leather pouch. Breakfast and lunch was delicious and because many restaurants were still closed we ate at the pool often.

Our schedule changed many times but the staff was very helpful and kind

We’ve been going to Sofitel Santa Clara for a long time but always in business related travels. This time we stayed with our kids and they we all loved the experience.

No complains

It was a beautiful time , delicious food and the most important: very well protocol for Covid.

Very beautiful hotel with a large pool located in the historical district of Cartagena. Family friendly, along with friendly staff. Wonderful breakfast. Highly recommend.