Spectacular Service - Above and Beyond
Colombia
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Jun 24 - Jul 4, 2023
I want to commend Margoth and the entire team we worked with for the wonderful work they do. I was looking to plan a vacation with my mom when I came across the KimKim website. From the curiosity phase they were quick and friendly. Once I committed, they made sure we were prepared for our trip by contacting us ahead of time with important details like immigration forms and a summary of what to expect ahead of the trip. The hotels as guides were A+. David the guide in Bogota was extremely knowledgeable, patient, and kind. All of our drivers were also very punctual and made sure to stay on schedule. The restaurant recommendations we also superb. On our second leg, we went to Cartagena where again we were met with a great guide. Jose Miguel was very warm and also very knowledgeable. We arrived before check-in and he made sure to wait with us until we were able to get up to our room. We were also connected with the same driver for the entirety of our time in Cartagena and Emerson was a charming and funny guy. He made great conversation and like all the other drivers he was always punctual. There were 2 small instances when we had different drivers and this is when we started to see how how much care Margoth and her team had for our trip. On our trip to a beach club, we had some rain and the driver was late so they made sure Jose Miguel was there to meet us upon our return. He ensured we safely got back to our hotel with a Taxi. He made sure to take down the Taxis info and he ensured a safe arrival. Our favorite activity in Cartagena was the dance class. I would definitely make it longer or make it a multi-day activity on another trip. The last leg of our trip was to Baru. On the way to the dock, I left my cell phone in the back seat of the car and the driver returned immediately to return it. Again, the best service and care from this team. At the Sofitel, we ran into a small medical issue and I reached out to Margoth and her team after hours she immediately escalated the issue and got us some help. Last but not least, we had purchased some jewelry and she had Felipe send us all the info. We arranged to get to the airport and bit earlier to process the tax refund however, the counter would not take our digital copies and they rushed a messenger to the airport with hard copies so we could claim our refund. Again, this team went above and beyond. We were able to process the refund which was about $700 and we made our flight. I had never used a travel agency before and now I may never go back to planning my own trips. This was an incredible experience. Thank you for helping me create wonderful memories with my mom.
Hotel Reviews
Lovely property in a great location, rooms are spacious and the rooftop bar and pool are quaint and lovely.
Beautiful Hotel with friendly staff. Centrally located with a great restaurant.
The hotel is expansive and lovely. However, for a 5-star property, it has a couple of issues. A beachfront hotel with 5 pools should never run out of towels. In the 3 days and two nights that we were there, they were constantly out of towels. It's a small but important detail. I also understand that service outside the US is often a bit slower but often the wait was quite a bit long for food and drinks. Last but not least we did run into an issue with the lobby shop. I understand that the lobby shop is contracted out to an outside vendor but the service there was unacceptable. I went there as they were closing to look for some medicine for my mom and was turned away quite rudely and told they could do nothing about it. The hotel staff eventually took care of my requests but an isolated property like this should have a 24-hour or late-night shop for sundries, toiletries, and first aid supplies. In a centrally located property, I would have simply left or taken a taxi to a nearby drug store but here there is nothing remotely close by. In addition, the night this occurred there was a huge rainstorm making it impossible even for the concierge to go to town on the dirt road. Overall, the hotel was lovely and the staff was friendly but these small details at a 5-star property make a huge difference.
