We arrived in Cartagena during the Covid-19 crisis...

We arrived in Cartagena during the Covid-19 crisis. Being stuck in Colombia we figured that a 5-star hotel would be our best option as they have everything in one place.

However, at arrival - so it wasn't mentioned on the website, nor on their social media channels! - 75% of the facilities were closed. They still charged full price though.
Communication around Covid-19 and the measurements taken was solely provided in Spanish. I know, we were in a Spanish speaking country, but we're not talking about a guesthouse here, but about a 5-star hotel.
Staff was quite hostile towards tourists staying there. If you don't want to interact with non-Colombians, fine, but close down.

Because the Colombian airspace about to close down completely, we had to leave sooner than we thought - thank God, I wouldn't have wanted to stay longer in this place. At check-out we were told we'd get a full refund for the days we didn't stay and received a check-out bill for that. Finally some service!

Well... that was on March 20th. Till today we haven't seen any of the money back and our emails are being ignored. Absolutely appalling.

I understand that Covid-19 is an exceptional situation, but treating your guests as a burden, bad communication and not living up to your promises are not to be excused by this for a professional hotel we thought Las Americas to be.