Everything was satisfactory until the morning of checkout. My wife went for a run in the morning, and the bellboy ran after her to ask if she was going to check out, as if she intended to steal from the premises. This occurred at 9:30am, although check-out was not until 12 p.m. After we completed the checkout process, the bellboy refused to assist us with our luggage. He merely watched as I carried the luggage down the stairs and into the taxi, without offering any help or taking any action. I believe that hotels should exercise great caution in their hiring procedures. Although it was a holiday in Colombia, it is not the guest’s fault if an employee is having a bad day.

酒店回复：Thank you for sharing your feedback regarding your recent stay. I deeply apologize for the frustrating experience you and your wife encountered on the morning of your departure.To clarify the situation, our front desk did not have a bellboy scheduled on shift at 9:30 a.m. The individual your wife encountered was likely a member of our security team. While security personnel have different operational duties, they are absolutely expected to remain polite and helpful at all times.We have already held a meeting with our Chief of Security to address this incident. Our team has been strictly instructed to be more attentive, courteous, and supportive of our guests' needs, regardless of their specific role.We value your comments and hope to have the opportunity to regain your trust during a future visit.Best regards, Camila Osorio A.Guest Relations ManagerNH Collection Royal Medellín