The Brown, Guatape

I would give this resort a zero star review if it was not for the kindness of just the waitstaff. The Brown/Luxe deserves a zero for several reasons. If you don’t have time to read my whole description, just know that the reception and management are duplicitous people who don’t care that you’re spending hard earned money and precious time. I say all the below to warn people so they don’t wind up in my situation. First, when we arrived (after booking through *******) the check-in process was a nightmare and we became acquainted with a manager and her reception staff. They demanded paperwork that was not listed as a requirement anywhere on either their website’s policies or on the policies they communicated to us through *******. I identified that their request was listed nowhere. The receptionist said she would create an exception and asked for alternative documents from us. We obliged and provided them. As soon as the receptionist had printed our documents for her records, she demanded that we pay an additional 19% of the total cost of our booking if we wanted to remain at the hotel. When I asked her why, she said because we did not have the correct documents. I requested the receptionist and her manager refund the full amount of our booking because we were not at fault. It is duplicitous and slimy to refuse to refund us for not bringing documents that we had no way of knowing we should have brought with us. They refused to refund us. The only two paths forward were to 1) eat the cost of the full reservation and find lodging elsewhere, or 2) pay them an additional 19% of the cost and stay. Second, even though we had agreed to pay the added percentage, we realized that this hotel holds itself out to be a “luxury” stay when it doesn’t even measure up to be a 4 star hotel. They offer and advertise spa packages and massages for around 80-90 US dollars. Missing from the description is that some unknown individual would perform the massage and related services but only in our own hotel rooms. There was no spa. Third, for a “luxury” resort this establishment again fails to measure up as one of the other guests on the property had a party with loud nuisance like music until 2 am in the morning. Fourth, this resort and its management is completely unserious and **** like when it comes to their handling of customer disputes. Instead of working to remedy tensions, the receptionist and manager aggravated the situation by calling their security guard to stand in the corner of the lobby while we tried to resolve where we would go and what we we would pay for staying at this hotel. Fifth, as part of their “included” services the reception staff told us they would provide us transportation back into Guatape. Without any other options, seeing the included services as a solution, we booked their “transportation” to Guatape. We were only informed of some unknown cost associated with this transport and it was not written anywhere what the rates were but we

Wonderful place to enjoy with family or friends. YONI IS THE BEST WAITRESS. You have to try this place and share this fantastic place and service. The landscape is beautiful and you can enjoy a terrific weather during all day. This will be your favorite place to relaxing.

The experience was absolutely wonderful!! The view was incredible, food was absolutely delicious but what really made the experience was the amazing waitress Maria Gomez! She was absolutely wonderful super attentive, polite and even took beautiful pictures for us!! I will definitely recommend this beautiful place!!

Yoni was very amazing i checked in my room and decided to explore around the property I came across this beautiful pool area and asked if I was allowed to use to jacuzzi and pool he was very welcoming and offered me clean towels. I left some clothing behind he kept it for me when I came back a few hours later

Yani was amazing, super friendly. Best service. Always made sure I was good. Made sure my drinks were always coming. Food was perfect, music was perfect. Whole experience here has been amazing. Will be coming back often, whole hotel is amazing

This is one of the best restaurant *Pismo* I been in my hold life, great service Maria Gomez thank you for all your help with the buffet, food was delicious the view is amazing the no words to describer, come and visit this beautiful place the hotel and the staff will make you feel welcome!

Had a great time at the restaurant, food was great! Excellent and fast service service from our waiter Yoni! Great ambiance right next to the pool with a great view of the lake. This is a great property situated in a quiet and peaceful location.

The hotel has a beautiful view and excellent service. The food at the Pismo restaurant was delicious, also a lot of options to pick from. Our server Yoni was great, he made great recommendations for our food choices and made us feel were welcome. Excellent service we will be back!