Viajes a Tolú Todo Incluido Vuelo + Hotel

Fantastic location, poor service. IMPORTANT: The place is only accessible by boat! Not a problem if you know about it, but the listing does NOT specify it anywhere, and the property did NOT contact us ahead of our trip despite booking 16 days in advance. As a result, we went around in circles for 2 hours in our rental car, including a dead end at a private reserve, trying to find a road that doesn't exist. We called and messaged the hotel repeatedly but got no response. We eventually found help from strangers near a local school, who ultimately arranged a small boat for us. The boat driver didn't know the property - we crossed with no idea where we were going, unable to communicate due to the language barrier, with 2 young kids, luggage, and a buggy. Our car was left at an informal parking spot in a different town for the entire stay. On arrival, staff had no record of our reservation and nearly turned us away. Beyond arrival, service was consistently below expectations - we felt like we were at somebody else's house, unwanted: no proactivity, having to ask repeatedly for basics like towels or bedsheets, feeling like a drag when asking anything, even food/drinks, and quite astoundingly no help whatsoever offered in planning our departure despite staff knowing how hard our arrival had been. After several messages and follow-ups, management finally acknowledged all of this in writing, long after our departure - they apologised but offered no meaningful compensation.