Hotel Dann Cali

They had a very helpful staff. The hotel is very centrally located in a safe section of town.

Excellent hotel

Absolutely worst service I’ve ever encountered at a hotel. Not an exaggeration at all and I’ve stayed in hotels across the world from 5 star to hostels. Ownership should be embarrassed of the front desk manager in particular and hire someone that actually belongs in the hospitality industry. To explain- My wife is from Cali. We are in town visiting family. For her birthday I thought it would be nice to get what seemed like a nice hotel in peñon and dinner reservations. We show up to check in and provide ID for the reservation. They advise that they need a passport. A US drivers license is not sufficient. The lady at the desk asks if we have photos of the passport. Okay sure, this is why I take photos of my passport, no big deal. Certainly don’t want to be carrying it everywhere in case it’s stolen. We get the WhatsApp from the front desk worker and begin to send these at which point the front desk manager comes over and says they cannot use it. He approaches in a confrontational manner and seemed to be looking for a reason to have issue. This is also evidenced by how he cycled between different excuses. The photo I provided of the passport will not suffice because a finger was blocking the passport (it was in front of the page above information and not covering any of the page with the identifying information) then they can’t use photos because they need a physical passport because it’s policy that they HAVE to scan it. they need to be able to verify we are the people that made the reservation because we could be dangerous people (literally said this to me). This is laughable if you’ve ever seen me, plus if two credit cards in my name, a physical drivers license with photo, photo of current passport and photo of my last passport is not sufficient to verify I’m the name on the reservation I’m not sure what is. It’s a hotel reservation, not an application for a spy agency or something. The manager was rude and very dismissive/unapologetic and confrontational unnecessarily from the get go. Said we will have to cancel and do this through the booking company as it wasn’t booked directly. At this point my wife is getting frustrated and advises that he will need to cancel on his end and email us or provide proof of cancellation if they will not honor the reservation. He goes off to seemingly do this. Comes back saying he cannot email us and can only communicate with booking company, cannot cc or forward anything to us and the booking company should contact us. We ask if he can provide any documentation of what they are saying to assure us we are not just being blown off. Refuses. Asked his name and also refused to provide that. Asking how this makes sense and that it appears from the start that his intention was confrontation and not solution at which point he ushers security over to encourage us to leave. Crazy. To date still the charge is not reversed. The original front desk lady seemed ambivalent but okay, there was an older lady working who seemed nice and sympathetic but unable to to say or do much as this guy is the boss but the manager had the personality impression of someone who enjoys shutting people down. I’ve read reviews from some foreigners expressing issues with a particular manager who gave the impression of not liking foreigners or making them feel unwelcome and I would guess this is the same guy. So I’m asking this. If a photo of a passport is insufficient, why ask for it in the first place? Why does he say that a finger in the photo which is obscuring nothing is the problem with the photo, then say they can’t use a photo at all and it just has to be a physical passport because it’s policy or they HAVE to scan it? Why all the other back and forth bs excuses? Because it’s not about that. We found a nicer hotel in the same area that had ZERO problem printing off a copy of the passport for booking. Don’t waste your time or money with this place. There are better options in Peñon. Honestly if this long winded re