Reviews of The Brown, Guatape, Autograph Collection 5 stars

Dear Isaac, We’re sorry your experience did not meet your expectations. At The Brown, we are committed to offering exceptional service to all our guests. However, we reserve the right of admission when circumstances require it, always with the wellbeing and safety of all in mind. We appreciate your understanding and hope you find the perfect place for your future stays. Carlos Pérez General Manager – Hotel The Brown

Dear Isaac, We’re sorry your experience did not meet your expectations. At The Brown, we are committed to offering exceptional service to all our guests. However, we reserve the right of admission when circumstances require it, always with … Show more

Dear Eric, Thank you for taking the time to share your experience. While we're very sorry to hear that your stay fell short of expectations, we appreciate your honest feedback especially your kind words about Yoni. We’re proud to have him on our team and glad he made a positive impression. Regarding early check-in and pool cabana access, we understand that pricing for additional services may not have met your expectations. Our intention is never to “gouge” our guests, but rather to maintain a consistent and clear service structure. That said, we recognize that how these options are communicated and experienced matters deeply, and your comments will help us improve that clarity and sensitivity. We're truly disappointed to know you left with this impression of our hospitality. At The Brown, we strive to balance elevated experiences with warmth and transparency and it’s clear we missed the mark for you this time. We thank you again for your feedback, and sincerely hope you'll reconsider visiting us again in the future. We'd welcome the chance to show you a very different side of The Brown. Carlos Pérez General Manager – Hotel The Brown

Dear Eric, Thank you for taking the time to share your experience. While we're very sorry to hear that your stay fell short of expectations, we appreciate your honest feedback especially your kind words about Yoni. We’re proud to have h… Show more

Dear Besselink, Your words made our day. Knowing that your stay was relaxing, beautiful, and unforgettable fills us with pride and gratitude. We're especially glad you enjoyed the view, the pool, and our restaurant, but most of all, that our team made you feel cared for. We truly wish you could have stayed longer too. Until next time, we’ll be keeping your favorite spot by the pool ready for your return.

Dear Besselink, Your words made our day. Knowing that your stay was relaxing, beautiful, and unforgettable fills us with pride and gratitude. We're especially glad you enjoyed the view, the pool, and our restaurant, but most of all, tha… Show more

Dear John, We are truly sorry for the discomfort and frustration you experienced during your attempt to check in. We understand how upsetting the situation must have been and sincerely apologize if you felt disrespected or judged at any point. That said, we must be transparent. As a hospitality establishment operating in Colombia, we are legally and ethically required to implement guest verification protocols in cases where the relationship between parties cannot be clearly established. These measures are not based on personal judgments, but rather on national regulations designed to safeguard the integrity and safety of all guests. The request for additional verification in your case was part of this protocol. While we recognize that such a request may feel unusual or intrusive, it is an exceptional procedure we apply only when circumstances call for it. That said, we are reviewing how the situation was handled to ensure that, when such steps are necessary, they are communicated with empathy, respect, and absolute professionalism. Our goal is never to offend, but to act responsibly. We are truly sorry that your experience did not reflect the hospitality we strive to deliver. Thank you for sharing your perspective. We wish you the very best in your future travels.

Dear John, We are truly sorry for the discomfort and frustration you experienced during your attempt to check in. We understand how upsetting the situation must have been and sincerely apologize if you felt disrespected or judged at any poi… Show more

Dear Sean, Your words have left us speechless—and deeply grateful. Thank you for capturing the spirit of The Brown with such vivid detail and heartfelt appreciation. It brings us immense joy to know that every corner of the property, from the koi pond gently embracing the pool to the deck jacuzzi overlooking the lake, resonated with you. We built this place with nature in mind, and hearing that the ecosystem, the architecture, and the serenity touched you so deeply means the world to us. We’re especially happy that our team made your stay feel as seamless and special as the setting itself. They are, without a doubt, the soul behind every experience here. Whenever you feel the call of still waters and tranquil mornings, we’ll be here—ready to welcome you back with open arms and warm hearts. With gratitude, The Brown team

Dear Sean, Your words have left us speechless—and deeply grateful. Thank you for capturing the spirit of The Brown with such vivid detail and heartfelt appreciation. It brings us immense joy to know that every corner of the property, from… Show more

Hi Maryo, Thank you for your amazing 10 out of 10! We’re thrilled to hear that our team’s kindness stood out — at The Brown, heartfelt hospitality is at the core of everything we do. We look forward to welcoming you back soon for more warm and memorable moments. With gratitude, The Brown Team

Hi Maryo, Thank you for your amazing 10 out of 10! We’re thrilled to hear that our team’s kindness stood out — at The Brown, heartfelt hospitality is at the core of everything we do. We look forward to welcoming you back soon for more war… Show more

Hi Elizabeth, Thank you so much for your perfect 10! We’re truly delighted that you enjoyed the beauty of our surroundings, the comfort of our spaces, the freshness of our cuisine, and—most importantly—the warmth of our team. At The Brown, every detail is crafted with care, but it’s your joy that gives real meaning to our work. We look forward to welcoming you back soon for more unforgettable moments. Warm regards, The Brown Team

Hi Elizabeth, Thank you so much for your perfect 10! We’re truly delighted that you enjoyed the beauty of our surroundings, the comfort of our spaces, the freshness of our cuisine, and—most importantly—the warmth of our team. At The Brown… Show more

Hi Vincent, Thank you for your incredible 10 out of 10! We're thrilled to hear that everything exceeded your expectations — that’s exactly the kind of magic we aim for at The Brown. Your words are a beautiful reward for our team and a reminder that going beyond is always worth it. We can’t wait to welcome you back for more beauty, more surprises, and even more reasons to say wow. Warmest regards, The Brown Team

Hi Vincent, Thank you for your incredible 10 out of 10! We're thrilled to hear that everything exceeded your expectations — that’s exactly the kind of magic we aim for at The Brown. Your words are a beautiful reward for our team and a… Show more

Hi Marcos, Thank you for taking the time to share your experience with us. We’re truly sorry to hear that your visit didn’t meet your expectations. It’s disappointing to know you didn’t feel fully comfortable, as our goal at The Brown is to create meaningful, memorable experiences for every guest. Your comments regarding staff training and organization have been taken seriously. We are actively working to strengthen our internal processes and training programs to ensure our team consistently delivers warm, attentive, and exceptional service. We appreciate your feedback — even when it’s critical — because it helps us grow. We truly hope to welcome you again in the future and show you the improvements firsthand. With sincerity and commitment, The Brown Team

Hi Marcos, Thank you for taking the time to share your experience with us. We’re truly sorry to hear that your visit didn’t meet your expectations. It’s disappointing to know you didn’t feel fully comfortable, as our goal at The Brown is t… Show more

Hi Gabor, Thank you for sharing your thoughts with us. We’re happy to hear you enjoyed the spectacular views, the generous breakfast, and the quality of our facilities. Your compliments mean a lot to us. We’re truly sorry to hear that some aspects of your experience did not meet your expectations. Since your visit, we’ve been working hard to improve accessibility and guest support. While we are located in a more secluded natural setting —which many guests seek for peace and connection— we understand the importance of comfortable access. The road is now undergoing progressive improvements, and we’re also reviewing our transportation and arrival options to make the journey smoother for future guests. Regarding your comments about the reception team, we’re pleased to share that we’ve strengthened our staff’s English training and added new multilingual team members to enhance communication and service for our international guests. Your feedback is valuable, and we hope you’ll return to see the changes for yourself. It would be a pleasure to offer you a new experience —one that fully matches the beauty of our surroundings. Warm regards, The Brown Team

Hi Gabor, Thank you for sharing your thoughts with us. We’re happy to hear you enjoyed the spectacular views, the generous breakfast, and the quality of our facilities. Your compliments mean a lot to us. We’re truly sorry to hear that som… Show more