I stayed at Ermita Cartagena for my final night before my flight, choosing the hotel specifically because of its airport shuttle service. My arrival started off wonderfully. The doormen were warm, attentive, and accommodating. At check‑in, José at the front desk offered complimentary shuttle service to Bocagrande, which I was excited to accept since I hadn’t been able to visit earlier in my trip. I scheduled the shuttle for 4:30 p.m., and he mentioned the service ended around 7:00 p.m.
Shortly after settling into Room 301, I received a complimentary plate of sweets and a handwritten note in Spanish. At first, I declined because I hadn’t ordered anything, but the woman insisted it was a gift. I accepted, and the sweets were delicious. Up to this point, the hotel felt aligned with the level of hospitality I had experienced at Sofitel Legend and Sofitel Baru.
Unfortunately, everything changed after that.
I arrived in the lobby around 4:10 p.m. for the shuttle. A van was already outside, and the bellman told me they were waiting for another couple. At 4:30, I saw a man step out of the van, come inside, and sit at the bar to watch the game while eating from a paper bag. He looked at me occasionally but made no effort to communicate. At 4:40, when I stood up to approach the door, José rushed over and signaled the man to take me to Bocagrande.
When we arrived, I used my translator to ask him to pick me up later, but he refused, saying he didn’t do return trips and that I would need to take a taxi. I had brought no cash, assuming I’d be returning with the shuttle and that mall purchases would accept credit cards. The mall I was dropped in front of was underwhelming, and after several failed attempts to get an Uber due to peak traffic, I ended up walking 45 minutes back to the hotel — exhausted, overheated, and furious.
I told the staff that I would never have taken the shuttle had I known I’d be stranded without a return option.
Back in Room 301, I tried to rest, but soon heard loud bullhorn‑style announcements and cheering. I hadn’t realized the room was directly beside the restaurant and outdoor viewing area for the game. The noise was constant. I called the front desk, and eventually Nicolás, the doorman, came to help. He asked the group outside to move, but the noise continued. I called again and requested a room change.
Daniella from the front desk came to show me a quieter room on another side of the hotel. I accepted it, returned to Room 301 to pack, and Nicolás came back to help with my luggage. However, when we arrived at the new room — on the third floor instead of the second — we discovered it was already occupied. A half‑finished glass of red wine sat on the desk, and the bathroom counter was covered with makeup and perfume.
We returned to the front desk with all my belongings. Daniella scolded José for giving the wrong key. After receiving the correct one, I finally settled into the proper room. By then, I was drained. I hadn’t eaten since breakfast in Baru, and had the Bocagrande situation not happened, I would have gladly had dinner at the hotel. At that point, I simply wanted the night to end.
During checkout the next morning, José repeatedly asked whether I had taken anything from the minibar, despite my answering no each time. It was an uncomfortable end to an already disappointing stay.
I want to emphasize that the doormen were consistently wonderful, especially Nicolás and the second bellman who helped me with my luggage at checkout. Unfortunately, the front desk experience — particularly with José — made me feel stereotyped and treated differently from the exceptional service I received throughout my 10‑day stay in Cartagena, the Rosario Islands, and Baru.
Ermita Cartagena has potential, and parts of my stay were genuinely lovely. But the lack of communication, the mishandled shuttle service, the noise issues, and the room mix‑up created an experience I cannot recommend.
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JM
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