2/10 Terrible
mary
Travelled with family
27 Apr 2025
Disliked: Staff & service, amenities
Hotel itself was ok. Service was terrible. We signed up online for a night tour and the time listed on the website said 6:30 pm. I did not check the confirmation reservation for the time once in Costa Rica, I just went back to the website. We checked in about 4:30 p.m., hung out in our room and then headed to the lobby at 6:25 for our tour. We were met by Victor who seemed a little uncomfortable that we arrived for the tour. His English wasn't great which would not have been a problem if he had been able to do the tour. He took us out and was reading off tidbits from his phone. He did not locate any wildlife. We spotted an armadillo and a couple of spiders. 45 minutes later (for a two-hour tour) we were back at the lobby. When I sent an email to complain about the tour I was told that Victor was the maintenance manager and that the tour was at 6 and the guide left when we were a "no show". I knew Victor wasn't the guide when he told me there were Toucans every day and when I asked which type he said "grey". I contacted the hotel to ask for a refund of our money and they refused saying the confirmation email said 6 p.m. I sent back a screen shot to show their website said 6:30 and was told they'd let their manager know and see about a refund. Shocking - never heard from them again.
mary
Stayed 1 night in Mar 2025