I love that some of the staff were very accommodating, the restaurant staff were exceptional. They substituted my kids pancakes for a platter of finger foods and fruits which they loved.

The front desk agent assigned us a room very far and deep down in the hotel. This room smelled strongly of mold, as we walked into the room we were hit with the scent of a flowery aerosol which was lovely but we noticed as the scent disappeared that this was done to mask the STRONG smell of mold. It was unbearable and being pregnant made it extremely uncomfortable to stay there. The sheets and pillows were very damp, assuming this was from all the aerosol the staff sprayed the room with to mask the mold odor. That was also very uncomfortable to sleep in. We would have asked for another room but we were told there was no other one available. We did not want to leave and book elsewhere because it was very late at night and our baby and toddler were already sleeping and we only needed to stay for the night. This was an awful experience. When the front desk agent asked me the next morning how everything was, I explained and with a grin on his face he said they would make a report. Overall would never recommend this hotel to anyone. They are lucky we decided not to sue for this incident.

Todo muy lindo seleccionen las habitaciones Junior las mejores

Todo bien

The manager was very helpful when we ran into a snag with our car rental. The room was clean, but some of the electrical outlets did not work as well as one bedside lamp. We did not mention these small issues as we had other trip matters to attend to.

Just a few minor problems with a bedside lamp and a couple of outlets that did not work. We managed to work around those issues.

Close to airport

No elevator to room

Breakfast, shuttle from airport

Nothing!

nice feel of not being too big

small fly infection in room that carried onto sheets

great pool, close to the airport

No breakfast as we were leaving too early. It would be nice to at least give something for the road.

The restaurant food was very tasty the pool is nice but the water is very cold

The shower in our en suite didn't work we told reception about this after we arrived and they said they would send someone up to look at it which they did not. We said it again checking out and they said they would send someone up... that wasn't much help to us then.

The entire staff was very helpful and friendly. Airport shuttle. Lots of space for a family of five in the loft room.

It really is shabby. It seems like it was probably originally pretty nice but is worn and dated now. The loft rooms are great for families in terms of space but the downstairs furniture shows age and the decor is sparse. The towels are old and need to be replaced. The stair case is rickety. I think it was clear online but I didn’t register that the room with two beds are just full size beds. Windows are broken in rooms and hallways. The fitness room floor probably needed to be replaced a decade ago. The only thing I can figure from the very mixed reviews are that maybe some of the buildings are in better shape than others?

Beautiful pool area, fantastic breakfast, really nice nice people.

More windows/light in rooms would be nice.

Did not have breakfast. We just wanted to get out of there.

It is shabby and a bit musty. The furniture was very old and grubby. The worst things were the dangerous and wobbly stairs up to a loft bedroom. They had obviously been repaired ( poorly) where they had come away from the wall Therewere NO handrails / banisters for safety. We stayed in suite 116- and it was the same in suite 117( which we canceled as it was worse) The front desk manager was unpleasant and we had to have a forceful talk with him before he changed the room.

Pool and breakfast

Airport shuttle service is extremely limited. Staff “Angie” did not respond to my request for help with a transfer.

Clean, near airport, large room for family of five, delicious breakfast, clean pool, good workout room.

It was great!

Everything was emasculate and the staff was friendly. I have never seen so many good things in one hotel.

I found nothing in the hotel that wasn't as it should.

Our room was without natural light and was quet smelly. It was difficult to live there. We asked to change the room and new one was much better. So in general our stay there was ok. Good for 1-2 nights, but no more.

Poor breakfast. Old hotel.

the property made it easy to get from the airport to the hotel. the breakfast was pretty good for a continental style, and the staff were all friendly and helpful.

it felt outdated and slightly grimey for the price that I paid.

Breakfast and staff great Room was large enough and bed comfortable

Room had a dreadful view Very dark with natural light Making the room feel more tired than it was did not make the room feel pleasant at all really spoiled our stay We are booked in again on way back home and we are seriously thinking of cancelling and booking another hotel

Breakfast

The staff was absolutely fantastic! They went above and beyond for me and my husband.

Clean, modern and comfortable room. Good breakfast included. Very nice grounds with two pools. Secure area to leave luggage prior to check in. Close to restaurants and shops.

The young woman who checked us in was rude but the rest of the staff was very nice.

The restaurant food was good and the service excellent. The receptionist in the morning was very helpful though forgot to give us the required cup when we purchased coffee. The hotel did keep our extra bags for us whilst we visited Tortuguero for a few days which was much appreciated. The second stay was a completely different experience. We were checked in within 10 minutes by the same receptionist who was much more welcoming this time. Wilson, the porter, provided excellent customer service. The room was in much better condition though there was no fridge and the window wouldn't close which led to a noisy night due to the street noise. The restaurant staff were once again excellent, moving us to a quieter area when the live music started as it was giving Mum a headache. (It's worth noting there are few gluten free options as it's mostly Italian food).

We stayed at this hotel twice and unfortunately the first stay was our most negative customer service experience in Costa Rica, which is extremely disappointing given this was by far the highest star and most expensive hotel we stayed at. At check in, there was no welcome and when they couldn't find our booking the receptionist disappeared with our passports for a long time without an explanation. When she returned she didn't explain what was going on until I requested an update. She also took payment prior to informing us they didn't have the twin we'd booked and only a double, despite me booking 10 months previously! We were quite noticeably treated differently to other guests her colleagues checked in during the 30 minutes we waited. For example, we were not offered a cocktail voucher or asked if we wanted help with our bags. The room was sufficient but tired looking - for example the toilet roll holder was not properly attached to wall. The window in this room did not open. More worryingly, the lock on door wouldn't open in the morning. It took us 5 minutes trying to get out which in a fire would have been dangerous. We reported this to reception so hopefully it's now been fixed. Poolside was also tired with Loungers ripped or with missing bolts (which could have caused nasty injury). We laid flat the one missing bolts for staff to notice but saw in the morning they'd just put it upright so reported to reception. The poolside tables were very dirty. The free shuttle to the airport, which was reason we booked the hotel, only runs until 13.15. Our flight was at 1840 so we took a USD15 taxi, which the hotel booked for us

restaurant and pool area

fridge leaked overnight