Hotel Acantilado de La Tierra by On vacation

400 US Dollars and 800000 Colombian pesos were stolen from my bag inside my room, when i had told the manager on duty that i dont need cleaning and no one should enter my room, and put a no disturb sign, went to the beach all day. On my return found that some one tried to clean the room and stole the money.

The location was great to relax, a great view and was far from the city. The employees were friendly. Unfortunately, the food was bad. We had a good dinner the first day, the rest of the days it looks like they had another chef. The fruit wasn’t ripe. It is clear that the staff don’t wash their hands because the chopped fruit tasted of hand lotion. We had dinner there the first 2 days and it was terrible, salty, bad quality, poor flavors. We purposely did not spend time at the hotel so that we could eat better food in the city. The place was not well maintained, very disappointing because in the reviews in a few websites it mentioned that the hotel was one of the best. It was far more expensive than what it is worth. the place didn’t meet the expectations. The beds were hard. When it rained, the water came into the room through a light fixture and flooded the floor. The lights in the bathroom did not work. On our last full day, we did not have fresh towels or any toilet paper, even though the room was tended to by the house keeper. Instead we had to go to the front desk, there is no way to call the front desk from the room, the employee told me that she didn’t have access to toilet paper. We were without toilet paper for most of day. We only received it because we went back to the front desk to ask again. Overall the service was very disappointing. Another difficult point was transportation to the city and to tours. The hotel has no connections to taxi drivers or a shuttle! Getting to and from the location was difficult. One of the person on the front desk offered me a tour that his friend operates and asked me money upfront to reserve it. The next day we had bad weather so the marina cancelled the boat tours. The guy in the front desk wasn’t working and he didn’t give me the money back. It took almost a month for him to give me the money through bank transfer because he kept making excuses. This is not the level of service that I expect from On Vacation. The hotel should offer a better, more organized service like other hotels that are a similar price.

The grounds of the property are really beautiful, and the staff is very kind and helpful. Eddy was great, and helped us arrange renting a buggy and transportation to the airport. The pool was nice and refreshing with a beautiful view. The road leading up to the hotel is pretty gross and there is a prison thisclose to the property. There is no hot water, which perhaps I missed in other reviews. For the price, I feel like hot water and working WiFi in all the rooms should be standard. My kids and I found the beds to be very uncomfortable.

Customer service Location Food Slow reply to queries

Isolated & quiet Far way from beach and food just average; poor desserts and reduced offer of beverages

Very good

Location, room, staff Food

Peace of heaven in San Andres. Totally surrounded by nature, lovely room with great view. They woke us up in the middle of the night asking for our passport which were already been given at the check-in but the information were not passed in the change of shift.

pool, super nice room, super clean food could be better, the hotel charged twice and the refund is lacking- in general the checkin was not really professional- there is only one person who speaks english

Views the people and the service Everything was amazing

The staff was fantastic. Friendly and helpful - felt like family. The location sits on a bluff overlooking the coast and tucked into the jungle. and the rooms were far enough to give lots of privacy. Based on other options we saw, this was one of the best locations (the center of town looked horrible!) Value. For $400/night, there was no hot water for showers (winter is warm but not hot so cold showers were no fun), no exchange of towels (very humid so things stay wet), no working wifi (until you find one person who gives you the “secret account passcode” no other employees know about). The food had some high points but often was just okay.

Staff was great in helping us with a few issues that came up during our stay. They were the highlight of the hotel. Pool os nice, room is big bit simple.

Great place and nice staff. will go back for sure