Decameron Isleño - All Inclusive

Todo me encantó

Todo excelente

This hotel dismissed the complaint filed with a poor investigation and will continue to expose their guests to significant health risks and inadequate accommodations. CAS-380026-W9L6B8 = complaint number. Which they closed on December 10, 2025 with no resolution as a guest. To: Customer Service Hotel Decameron Isleño Subject: Formal Complaint Regarding Unacceptable Accommodations (Reservation Number: 45696789) Dear Hotel Management, I am writing to formally express my dissatisfaction with my recent stay at Hotel Decameron Isleño from November 21 to November 28, 2025, under reservation number 45696789. As a guest, I expected a certain standard of comfort and cleanliness, but unfortunately, my experience fell far short of these expectations due to numerous issues with our accommodations. Upon arrival, we were given a room (7206) that exhibited severe cleanliness and maintenance problems, including mold on the ceilings, unsanitary bathroom conditions, visible water damage on the floors and walls, and a broken balcony door. Despite our exhaustion after a 14-hour journey with our 7-month-old baby, we felt we had no choice but to stay in this unacceptable room for the night. The following morning, we reached out to the front desk regarding these concerns, only to learn that the hotel manager was unavailable and that the assistant manager would assist us instead. After a lengthy wait, we were informed that we needed to vacate our room by 1:00 PM for it to be readied for another guest, with a promise that our new accommodations would be available by 3:00 PM. This request was unreasonable, considering we had an infant who needed to nap and have access to essential supplies. After much back and forth, we were finally moved to room 7205 at around 3:30 PM. While this room was in slightly better condition, it still had the same duct tape framing for the mirror and was subject to debris from ongoing construction outside. Throughout our stay, we faced continuous issues, including difficulties making dinner reservations, a lack of response from the front desk, and problems requesting additional bottled water, which was essential for our infant. We even had to purchase our own bottled water due to the hotel's inadequate supply. Moreover, my requests for basic amenities, such as a microwave for sterilizing baby bottles (note: we purchased a microwave in town), were met with further delays and lack of support from hotel staff. Despite assurances from the management, my concerns about mold in our second room and other hygiene issues remained unaddressed throughout our stay. By the end of our vacation, I felt compelled to escalate the matter to the hotel headquarters in Bogotá, where I was informed that the hotel staff believed they had adequately addressed our concerns. However, I must stress that mold is never an acceptable condition in any room, regardless of proximity to the ocean. In light of the numerous inconveniences and the unsatisfactory state of our accommodations, I request an appropriate resolution to this matter. I expect a prompt response outlining how the hotel intends to address these significant issues to ensure future guests do not experience similar problems. Thank you for your attention to this matter. I look forward to your timely response.

La comida regular. Bien la ubicación

Personal no es claro con instrucciones en especial recepción, desatentos y mala actitud.

La habitación y las piscinas

Las comidas, bebidas y postres muy básicos frente a la presumida y costosa categoría. Los show de la noche muy básicos, los de día son pesimos No tienen en cuenta alimentación apropiada para niños Baños de loby sin papel y jabón, además con malos olores Personal del restaurante principal, distraídos con otros compañeros Falta de calidez en la recepción del hotel. Entre muchas otras más.

I’m originally from Colombia and now live in the United States, and I’ve been fortunate to travel throughout the Caribbean and many parts of the world. For my wife’s 50th birthday, I wanted to choose something special, a place where my mother-in-law, my family, and my wife’s sister could all enjoy a memorable celebration together. After hearing positive things on W Radio and from friends about Decameron Resorts, we decided on San Andrés and chose Decameron Isleño, believing it was the best of their properties. Unfortunately, our experience has been extremely disappointing and far from what we hoped for. - Front Desk Experience: From the moment we arrived, the front desk service set the tone in the worst way. The staff member who checked us in was openly rude, she didn’t greet us, didn’t acknowledge us at first, and made the process feel uncomfortable and unwelcoming. No clear explanations were given, and we were placed in a room right in front of the pool where loud music plays until midnight. - Wi-Fi / Connectivity: This was one of the biggest letdowns. Despite the Decameron website listing Wi-Fi throughout the property, there is absolutely no Wi-Fi in the rooms. When I called reception, the same staff member responded with more attitude and simply said, “There is no Wi-Fi,” as if this were normal. For anyone who needs to work remotely or has children who rely on tablets, this resort is not suitable. My kids couldn’t even use their iPads — they were completely useless without internet. - Service & Staff Attitude: Overall, the staff at this resort showed very poor customer service. Most employees don’t greet you and respond with visible annoyance when you ask for help. Our toilet clogged four times, and despite reporting it, we waited endlessly for someone to fix it. We are very careful with plumbing and never flush anything inappropriate, but the issue kept happening regardless. - Food & Restaurants: The food options are extremely limited. There is only one main restaurant, and the menu rarely changes. They also run out of items quickly, sometimes leaving you without a proper meal. Although the resort advertises multiple à-la-carte restaurants across their various properties, these were almost impossible to book — always unavailable. - Overall Impression: My honest recommendation: stay away from this resort. This trip was meant to be a beautiful family experience for my wife’s milestone birthday, and instead it became a series of frustrations. Decameron Isleño fell far below basic expectations, and unfortunately, my family did not enjoy their stay. We leave tomorrow, and frankly, we can’t wait to go home. - The Few Positives: To be fair, a few people did treat us well: - Our cleaning lady was kind and attentive - A few bartenders were friendly - The elder lady making eggs in the morning was very pleasant - Manager Michael Soto did his best to help us with the internet; he managed to get one bar of signal from the balcony and kindly explained the situation. But these positive individuals were exceptions, not the standard. - Final Thoughts: Decameron had an opportunity to give us a wonderful family celebration, but the service, conditions, and overall experience were simply not acceptable. I truly hope they improve, but based on our stay, I cannot recommend this property.

It is a large, comfortable hotel near the sea. The staff are extremely attentive and friendly, the food is also very tasty, and there is plenty of space to spend time with the family. Vo