My mom became a member and I've been a regular client since last year. She is supposed to get a "Villa" for 8 people, but on my first two visits I only got a Villa for 4 people max and the second time a hotel room for 2 people max. This is the first time I got a Villa for 8 pax. My reservation was from Wed-Fri and then started again from Sat-Sat. So, we called reception to ask if, as compensation for the previous two accomodations in smaller places, they could offer us the Friday night as a courtesy. The guy at the reception said for sure he could arrange that and before we left to the beach, we asked him if we should pick up everything and check out. He said we shouldnt worry and that he was going to call us during the afternoon. During the afternoon, Gabriela, the manager, kept on calling my mother, instead of me (and I m 29) stating that we did not open the door and that they were going to charge us $35 dollars for every hour we were away. Of course, that made my mom feel worried for no reason, because the guy didnt ask for the inventory, the bracelets or the sign for the car. And when we talked to her on the phone, instead of apologizing for the inconvenience of being misinformed by her staff, she blamed it on us and as we refused to pay for that, she said she was going to charge the guy from the reception. After that, she told my mom she was going to charge my mom. And all these happened while we were at the beach. No need to say our trip was ruined by the stress these people caused my mom and us. So, Gabriela told my mom to start the second reservation on Friday instead of Saturday (instead of a compensation for the inconveniences, we had to change our plans) And when I arrived to the reception to ask for an apology for all the stress they caused my mom that was not even traveling with us, Daniela Espinoza the receptionist refused openly to apologize and was telling me over and over how everything was our fault. I emailed Manager Melchor Marcos, and he didnt even attempt to offer an apology or a way to compensate us, instead, just the same as Daniela, he was lecturing me about the "norms" they have. Obviously, the guy working around 11 a.m. past Friday at the reception, Gabriela, Daniela and him ignore the basic norms of good customer service, they dont even use a Customer Relationship Management System or are even trained in listening, building rapport, empathizing, apologizing, compensating or creating positive experiences, in general. I was actually surprised to read that people from other countries had such a bad experiences as mine. I am from Costa Rica and it is really bad for the tourism industry, that people with no skills for customer service have those jobs where facilitating a nice experience for another person is essential.
Villa 508 is in front of the gym and away from the noise of the pool
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.