Villa Magna

"It is hard to believe this property carries the Rosewood name. Virtually everything went wrong from the moment we arrived. No one helped with our luggage upon arrival. At reception, despite having already paid for our reservation, we were charged the full amount again. Our guest information was incorrect, and no one proactively helped bring our luggage to the room. Once there, we discovered our key cards didn’t work and had to return to reception to have them reissued. Basic service failures that would be unacceptable even at a mid-range hotel. The hotel also seems determined to monetize every square meter. There is virtually no public space for guests to relax, as almost the entire lobby has been turned into restaurants and bars. It feels like a budget hotel with luxurious finishes, where maximizing revenue matters more than guest comfort. To make matters worse, the hotel’s bar plays loud music late into the night, with heavy bass clearly audible in our room even after midnight. A peaceful night’s sleep should be the bare minimum at this price point. Luxury is about service, comfort, and attention to detail, not just expensive interiors. Unfortunately, this property delivers the appearance of luxury without its substance. A deeply disappointing experience, and certainly not what I would expect from Rosewood."

"The beautifully appointed rooms featured luxurious linens, plush, inviting beds, and a wonderfully peaceful atmosphere—everything one hopes for in a five star stay. The dining was very good, the staff professional, and the gym excellent. Unfortunately, two experiences detracted from an otherwise lovely stay. First, our room was not ready until an hour and a half after the stated check in time. More concerning was a disturbing incident in the men’s spa. Following a massage, my husband was accosted in the changing room by a young man who had been granted access to the spa. The individual struck my husband in the back with his shoe and began ranting that he wanted to die. This frightening encounter completely undermined the relaxation of his massage and deprived him of the opportunity to unwind and enjoy the spa’s amenities. We reported this distressing incident to hotel management, who acknowledged knowing who the individual was and offered an apology. However, their response did little to reassure us about guest safety or the hotel’s security protocols. For a five-star property, guests should reasonably expect not only exceptional accommodations and service but also a secure environment and a thoughtful, substantive response when their safety is compromised. Despite the hotel’s many excellent qualities, this experience left us with serious concerns about guest security and management’s handling of the incident."

"Great location with larger than average rooms. Hotel is very non-descript from the outside but luxurious on the inside. They have a house-car for certain hours that you can get rides in. Very close to shopping & Retiro Park"