Decameron Panaca - All Inclusive

Hotel is ok but customer treatment a full disaster. I have booked via the Homepage Decameron.com. After finalizing the whole trip we decided to stay one day longer. We contacted the customer support. They confirmed us the additional day with 153 UDS. We confirmed the change, and we got not feedback anymore. We thought ok we still can manage that in the hotel and pay it there. Nobody felt responsible. In the hotel the manager said they are not responsible, and they have different rates and they have no ties with Decameron. We had to call a Colombian hotline. It was a full disaster. Finally, they charged us the double for the day close to 300 USD. Never ever I will recommend DECAMERON.

Nice place

We were really excited about the hotel so we booked 2 rooms …. As I was reading some reviews prior to arriving I didn’t think the check in process could possibly be that bad and I was wrong it was worse than the reviews had explain 1.5 H Let me be extremely clear there was no line Any issues I had to resolve I had to contact the reservation call center directly in another city Then they wanted to speak to the agent themselves so they proceeded to take my cell phone to a back room and discuss some things with the person in charge which was not in the front desk So they took my cell phone in the back room for 20 minutes which was pretty unconventional I am a national Colombian who lives in the US for a long time I have travel to other hotels in the area and always had a great experience However this is totally different Not your typical professional and pleasant experience Wanted to give this one a shot because it’s right next to the park that I wanted to take my kids to The marketing campaign is great They offer you an all inclusive experience And speak about their wonderful restaurant which you can only make reservations to if you are giving a special pin after you check in however you’re only allowed to try to make reservations for the second day you’re here due to the fact that they have to be made at 8 AM I was ready at eight on the dot as I was told to do so by the front desk staff I was able to select my reservation one minutes after the portal open and it was already all booked The only other options are some very mediocre buffet I asked about the protocol for food allergies and you told me they are prepared to accommodate and offer a safe meal Unfortunately that was not the case they told me they were making the food in the back but I saw them come to the front of the line and take all the ingredients that everybody was using by the peanut products that they had nearby by I spoke to the manager about it then he told me he cannot have full control he advised them to do something but once he turned around they did something else … sounds like a poor excuse finally they went in the back and use separate ingredients to minimize the chance of cross contamination which I was very grateful that he finally got to eat a meal That was the last time we ate at the hotel because we didn’t feel the protocol they had in place was practical or safe Being that one of my sons has a peanut allergy it was not a good scenario Furthermore as I explained earlier the food choices were very mediocre Rest of the staff was very cordial There is no bottles of water in the whole hotel except in the boutique which they overcharge for They give you one bottle of water per room which is what you need to use for brushing your teeth as they have a large sign next to the sink that says do not use this water for drinking If you come to drink alcohol all inclusive you may have a different experience however we’re not drinkers and we came on a family trip so the whole inclusive experience was more of a myth and a great marketing campaign We came in after lunchtime and there was nothing available except soups and some mediocre snacks The rooms do not have air-conditioning It is horrible during the day At night time it cools off a bit but you’re forced to sleep with the back door and windows open using a fan that sounds like a tractor is in the room I wouldn’t come back here even if I got rooms complementary They were lucky to get two stars because it is a well-kept really nice looking place with friendly staff outside the front desk and some lush vegetation and beautiful animals

Good choice for families. Friendly staff..

Would happily go back.

THE AREA THE FOOD

Most of the staff was attentive.

The restaurant reservation process is inpractical and inconvenient. The food at the buffet is mediocre.

Animal encounters for the little ones,  my baby boy loved feeding the animals every morning.

It’s quite dated.

plenty of activities for everyone in the family

It was too busy. It's the kind of hotel you go to keep the kids busy but not too relax.