"We reserved two cabins at Mirador de Sumapaz. We arrived at 11:00 a.m. to ask about early check-in and were told check-in was at 3:00 p.m. When we returned at 3:00, the cabins were still not ready and we only checked in around 3:30 p.m.
Once inside, we encountered multiple issues:
- No hot water in any cabin
- Missing shower heads in all showers
- Empty soap and hand-wash dispensers
- No shampoo provided, only basic hand soap
- Mini fridge unplugged and empty, yet we were asked at checkout if we had consumed items
Breakfast was very basic, and we were charged USD 3 per sandwich for an extra cheese and ham sandwich, which felt excessive.
More seriously, in one cabin, three people woke up with multiple insect bites, likely from mites or similar insects, raising concerns about cleanliness and bedding conditions.
We were also charged IVA separately, which was not disclosed on Expedia. In addition, we were double-invoiced and had to be contacted after checkout to provide our bank details so a reimbursement could be issued.
On the positive side, the main pool is large and very clean, and the water slide was a lot of fun for our grandson.
Overall, the stay fell well below acceptable standards due to poor maintenance, missing basic amenities, hygiene concerns, and billing issues. Unfortunately, we would not recommend this property."
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