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All reviews large balcony adjacent church franciscan monastery antique furniture impressive architecture breakfast terrace very nice hotel first morning swimming pool three blocks old style beautiful city per night good size old town amenities bell
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Reviewed 11 January 2018

I am very lucky to have traveled the globe and have stayed in some top class hotels that truly are 5 star. This is hotel is NOT one of them!
I hate to repeat the words of a previous reviewer who must have been there at the same time as me, but here goes:
We arrived at 5 pm on Monday, November 8th with multiple suitcases and bags. There was no sign of a bellman or anyone who was looking to help. Luckily, my taxi driver assisted us in carrying in our luggage. NOT a great first impression.
Upon checking in, i was asked to check the room that I had been assigned. I found this strange, but went with it. On viewing the room, it was not the room that I had booked and paid for. I booked a triple room and received confirmation and pictures of a beautiful looking room.
On returning to the front desk, I was told that the room I booked and received confirmation for was occupied!!! I was not a happy camper, but was then asked to inspect an alternate room that also had 3 beds in. So I did. These rooms were dark and as we would say danky (damp and smelly), so I rejected them. I asked for the GM or supervisor or manager and was told that no one of high status was on site? I asked what happens in an emergency and who is here to make important decisions, and a shrug of the shoulders was the response?
I then was shown a twin room with a balcony over looking the pool which although was not what I wanted, I accepted as I was running out of options.
At that point, I was told that the hotel had no hot water, and would not have for at least 24 hours. Once again, NOT 5 star service.
After a long discussion, I was offered an extra night free of charge on a BB basis. I therefore accepted the offer and went off for a freezing cold shower, hoping that the following day would lead to brighter and warmer things. Alas no!!!
At breakfast, I was approached by the front office manager who informed me that the GM was on site but was busy in meetings most of the day. She then added that the offer I was given the previous evening was rejected by the GM (yes, the one who was home having a hot shower the previous night). I was not a happy camper and told her to tell the GM that I only stayed because of the offer, and I am refusing to pay anything. The room I originally booked and the services you advertised were not available and some form of compensation is a must.
I then asked who the owner was, and was told that she was on site in her office. I immediately asked to be led there, and off I went with a staff member to help with translation.
After hearing the story, the owner supported the original offer, and after a lengthy discussion I went on my way, not over the moon, and still with cold water, and no guarantee of hot at anytime.
During the conversation, I learned that the hotel has multiple triple rooms, but only one of them are at the front of the hotel with a nice balcony and good view. This is the room they use for pictures to sell the triple rooms, and it is a blatant lie and false advertising. It is also unethical.
All of the other triple rooms are internal with no views and are dark, damp, and smelly. I suggested to the hotel that they use those rooms to advertise the triple rooms as that would be more honest with potential clients.
I also suggested removing at least one of the stars from the front entrance until they get a bellman!
They have a concierge desk, with a name plate of concierge. Looks good, but when I asked where he/she was, I was told that the concierge is the person at the front desk? Not what I was looking for as an answer.

Ok, I am now trying to look on the positive side which is not easy for me, but here goes:

The hotel "could" truly be a great 5 star property with minimal money spent. The location is excellent, and the setting is beautiful. The problem is that locations and settings do not make you a 5 star property.
With regards to the water issue, why not post a sign in reception informing clients or potential clients of the issue at hand, giving as much information as possible without being dishonest?
The breakfast was good, and much nicer when served outside. I did not eat at the restaurant for dinner but the menu was varied and prices were fair for a 5 star property. Hence, they should have been lower!!
I have stayed in many hotels in Popayan and although this could easily be the best, it is not at the moment. I sincerely hope that the owner, GM, and powers that be, will look into the little things that clients expect when staying at a so-called 5 star property.
With minimal investment, a little honesty, and a few minor changes, this hotel "could" be outstanding.

Room Tip: Use alternate hotel until changes are made?
Stayed: January 2018, travelled with family
1  Thank no818528
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hotel D, Director de Recepción at Hotel Dann Monasterio, responded to this reviewResponded 26 January 2018
Google Translation

Apreciado Huésped.
Muchas gracias por habernos elegido en su visita a la ciudad. Dentro de nuestra misión es brindar a nuestros huéspedes y clientes un servicio de amabilidad y excelencia, de acuerdo a los impases durante su estadía solicitamos sus más sinceras disculpas.
Con respecto al servicio de botones hemos tomado mejores acciones para estar atentos a la llegada de nuestros huéspedes, es cierto que dentro de nuestro portafolio de servicios tenemos habitaciones triples, las cuales solo una tiene acceso terraza hacia la calle principal, al momento de su llegada contábamos con habitaciones triples (3 camas tal como la había reservado). Pero para dar una opción se dio la alternativa de que usted escogiera, en ningún momento fue nuestra intención que pareciera extraño con su reserva. En la página web tenemos fotos de diferentes de tipos de habitaciones, y entre ellas está la que usted menciona.
Con respecto al agua caliente es cierto que tuvimos un daño inesperado con la caldera, donde el Coordinador de Mantenimiento estuvo todo el día, pero al final el daño fue aún más grave. De todo esto nos queda realizar un trabajo con nuestro equipo de colaboradores, de revisar detalladamente cada uno de los aspectos que usted nos menciona y así poder dar un mejor servicio. Le pedimos nuestras más sinceras disculpas por las molestias en su estadía, de ninguna manera ha sido nuestra intención.
Esperamos contar con su presencia en una próxima oportunidad.

Cordialmente,

Jeferson Alvarado.
Jefe de reservas y recepción.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 9 January 2018 via mobile

Got there noone to take bags out of car even with rain and park on back of hotel ! To make it better no hot water in hotel as smthg got broken ! Obvious no discount offered to don't have hot water in 5 star (so they say) hotel ! Went Restaurant and got in better mood as menu looked cool, didn't last long as was worst ceviche of the trip ! Rooms are dark and gloomy ! Breakfast it's very poor !

Meanwhile other guests were complaining they could not get organized a car to go market in Silvia

Potty as is wonderfull place

Stayed: January 2018, travelled solo
Thank Luis A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hotel D, Director de Recepción at Hotel Dann Monasterio, responded to this reviewResponded 26 January 2018

Dear Mr. Luis.

We appreciate the time spent exposing your experience with us.

Thank you very much for them, we want to offer our sincere apologies for the exchange service, the hot water service and the breakfast have taken the necessary corrective measures to avoid that this type of incidents are presented again.

We hope to have you back soon to offer you an unforgettable experience.

Best regard,

Jeferson Alvarado.
Head of reception and reservations

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 24 December 2017

The hotel is as beautiful as the pictures look. However, this is the downfall of the hotel as it is now used as a corporate party venue and wedding venue.
On the Friday night there was a private function that had a live band playing over a PA system until 3am. Hence, I do not think anybody got any sleep as inside the rooms it sounded like a rock concert. When I complained to the staff they just said that there was nothing that they could do.
On the Saturday there was a wedding. Thankfully, the music was more restrained but the terrace restaurant and gardens were taken over by wedding guests. It was pretty awkward to say the least and not exactly relaxing.
I would avoid staying here at weekends unless you like paying to not sleep or enjoy feeling that you are gatecrashing somebodies wedding.

  • Stayed: December 2017, travelled solo
    • Location
    • Rooms
    • Service
1  Thank stew47
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hotel D, Director de Recepción at Hotel Dann Monasterio, responded to this reviewResponded 26 January 2018

Dear Guest.

We greatly appreciate your comments and feedback on your experience at our hotel.
We will review the subject that you comment with due care in order to identify what could happen since our priority is always to meet the expectations of our customers.
We hope to be able to count on your visit again soon so we can offer you the service you deserve.

Cordially .

Jeferson Alvarado Daza
Head of reception and reservations.

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Reviewed 3 November 2017

This is a really good hotel for Colombia. Old monastery, loads of character. Our room (212) spacious, good shower with hot water (if you run long enough). Excellent breakfast for Colombia. Central location for historic centre. Pool, fitness centre and sauna. Only downside is the bells at the adjacent church ring the hours from 0500.

  • Stayed: November 2017, travelled as a couple
    • Location
    • Cleanliness
    • Service
Thank Davidlcohen
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hotel D, Director de Recepción at Hotel Dann Monasterio, responded to this reviewResponded 17 November 2017
Google Translation

Apreciado Señor David.

Reciba un cordial saludo, por parte del Hotel Dann Monasterio, agradecemos por habernos visitado, su comentario es muy importante para nosotros. Hemos compartido su experiencia con todos nuestros colaboradores.

Esperamos tenerlo pronto en nuestro Hotel.

Atentamente.
Jeferson Alvarado Daza
Jefe de recepción.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 23 October 2017

The hotel is a nice restored monastery, lovely building indeed, unfortunal our bathroom was very durty, were hairs all over the floor and walls, not what you expect in a 5 start hotel. Apart from that the room was OK, we had a room to the street but we were staying on a bank holiday day so no most traffic.
I will agree with some of the reviews that breakfast was a bit modets for a 5 start hotel, but it was placent, the head waiter was a grumpy man but our table waiter was a very helpful and friendly person.

Room Tip: I ill request a room to the back of the hotel
  • Stayed: October 2017, travelled with friends
    • Rooms
    • Cleanliness
    • Service
Thank Lucero C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hotel D, Director de Recepción at Hotel Dann Monasterio, responded to this reviewResponded 31 October 2017

Dear Mr. Glasgow.
Receive a warm greeting from the Hotel Dann Monasterio, we thank you for your visit to our Hotel. We will review the topic that you comment with due care in order to identify what could happen since our priority is always to meet the expectations of our customers and even more with any request that is made by you.

We regret that on this occasion it has not been presented in this way but we will take immediate action to improve the service with the waiters area and continue to fulfill our commitment to quality.
We hope to have you back soon and assist you as you deserve.

Best regards.

Jeferson Alvarado Daza
Head of reception.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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