My husband and I stayed here on the first and last nights of our vacation to Costa Rica, July 20 & 28, 2011, both nights in the cursed room #2, and I do not recommend this place.
I was terribly frustrated with interactions I had with two of the staff members, Grisska and Dulce. I mostly interacted with Grisska before arriving and while there, and she is very uncommunicative and reticent. We went to Monteverde for the balance of our trip to Costa Rica, and we asked Grisska to help us to find a shuttle to Monteverde. It was like pulling teeth trying to get shuttle information out of her, and she only recommended one company. We had to call and get help from another employee to book a shuttle.
While we were there, we asked Grisska for restaurant suggestions, and all she would tell us is that "there are restaurants out on the main road". Lastly, we had 2 coffees and paid for them when we checked in, and Grisska failed to mark them as paid. Dulce acted like a police officer trying to make us pay for the coffees again, and she even called Grisska to verified that we had already paid for them; she was so petty and rude.
Next, the "environmentally friendly" hot water system in room #2 simply does not work. The water runs hot or cold, but not warm. There is a long and convoluted set of instructions inside the shower on how to use it, my husband and I followed the instructions carefully for our showers on both nights, and neither one of us could get warm water. We told Dulce on the second night of our stay about this problem, and she was incredibly defensive and said that no other guest had complained about it but us. I challenge the owner of this hotel to use an instant read thermometer and see if he or she can get warm water in the range of 80 F to 90 F for 10 minutes out of the shower in room #2.
Another problem was that room 2's bed was strangely short. My husband is a little over 6 feet tall, and his feet stuck out over the edge of the bed! Additionally, on the first night, the fitted sheet over the mattress had an entire corner of the bed sheet neatly cut out and missing. How cheap is that?
Finally, I'm displeased with the deadlock on the door, because it requires a key to lock and unlock it on both the outside and the inside of the room. This is a fire hazard style of lock. Plus, it's just plain annoying if one person leaves with the key and absent-mindedly locks the deadbolt, then the other person is trapped in the room, unable to unlock the deadbolt without the key. There is no phone in room 2, so a guest would not be able to call for assistance.
The positives to Hotel La Rosa are that the grounds are quite lovely, this hotel is very clean, it is very closely located to the amazing Zoo Ave, and their continental breakfast is great.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
August 13, 2011
This reviewer has multiple concerns with our hotel. Legitimately, maintaining hot water in their cabin has proven difficult for approximately 5% of our guests and for this we again apologize. We recognize this deficiency and have been actively searching for a better solution while maintaining environmental respect of our surroundings - the very surroundings that attract so many tourists to Costa Rica. We have been unable to locally source a suitably reliable replacement hot water unit so we have purchased a much more reliable German made system. This system remains environmentally friendly and is proving to be 100% reliable for all guests. Approximately 90% of the rooms using the old system have now been converted, including the Cabin this guest used. Two rooms remain on a more robust but similar system and will be converted shortly. We feel it is important that guests who have concerns know that we take their concerns very seriously and are prepared to act on them.
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Now, to be fair to the hotel, this guest found everything sufficiently acceptable on their first night stay to return to our hotel for a second night at the end of their trip. For the difficultly with the water system, hotel staff not only apologized to the guest but also offered to refund a portion of their night's stay. We recognize the hotel's responsibility in this matter. We also indicated that their concern would be dealt with so other guests would not have the same issue.
Despite Hotel efforts to correct the problem, this guest felt the need to direct significant sarcasm and strongly personal targeted accusations not only at the hotel but specifically at named hotel employees. As can be seen repeatedly throughout online guest testimonials, our employees mentioned in this article are held in extremely high regard. Further as Owner, I feel it is my responsibility to defend what my employees can not in a public venue. We provide extremely lengthy, detailed training to our reception, maintenance and concierge staff, a significant portion including language and cultural awareness training - reflecting the reality of our receiving guests from approximately 120 different nations. Also, our employees are informally trained to assist in many duties normally reserved for travel agents. As these services are provided 100% free of charge, (and in most cases the hotel refuses commission based activity as well in order to provide better recommendations), they are given on a "best effort" and honest basis. Again the hotel has been many times highly recognized for these efforts and this additional service effort is in fact a cornerstone of our niche concept as an airport hotel. We promise to help each and every guest to the best of our abiilty. Of course, ultimately, vacation planning, and final decision making responsibility rests with the guest.
The guest had numerous functional issues with certain aspects of the hotel besides the hot water. The bed in Cabin 2, which the guest suggests is deficient, is in fact a handmade solid hardwood, extremely expensive, standard sized double bed with a pillowtop matrimonial mattress and Egyptian cotton sheets.
The door locks automatically when closed for guest security therefore the guest is reminded at check-in to ensure they remember their key when leaving the room. However, this will not prevent the guest from opening the door at anytime from the inside. The extra deadbolt is only lockable with a key as indicated by the guest. However it is physically impossible to then remove the key with the deadbolt locked, then open the door, and leave, but at the same time lock a guest in the room using the deadbolt. We understand that from time to time, guests may have trouble with something that may be outside their experience. Therefore please ask for assistance. We are more than happy to help.
The guest also indicates the potential for a fire hazard. Certainly the operation of the door is not in itself a fire hazard. Culturally, in Costa Rica, virtually all windows have bars, more out of tradition than current need. Regardless, to us this practice is a definite fire hazard. That is why at this hotel, there are no bars on any windows. The property is 100% secure day and night and we have no need of them. Further all staff have undergone yearly rapid response fire training and the hotel is fully fire certified safe, and current with all fire regulations, including extinguishers, employee training and door locks.
The guest indicates a problem regarding the cost of two coffees. The employee in question indeed errored in the recording of these, placing them in the Guest Tab column instead of Paid column. For this, she wishes to apologize. As Owner, I recognize the need for the Hotel to maintain accurate billing and as such we are in the process of converting our entire system from paper to digital. This "roll out" hopefully will be complete on 15 Aug 11 (hopefully!) with training continuing until 01 September. Though only a simple error, the employee on duty felt it proper to contact the Owner as the Reception Manager was unavailable. Immediately, she was told to strike the $3.00 charge and apologize to the guest regardless of the situation. Normally this response would need not have occurred, as the reception staff are authorized this discretion. However, for an employer to grant this financial latitude to an employee in Costa Rica is not considered normal, therefore the evening employee in question, being very junior and uncertain in her authority sought permission before taking action.
I would like to personally apologize for not being able to discuss this guest's concerns directly. They did request to talk to the Owner however, I was unavailable the following morning due to a personal issue requiring immediate medical attention. In part, this is some of the reason it has taken over a week to respond to this guest's concerns.
We are glad that this reviewer at least was able to enjoy our gardens, breakfast, and ambience of the hotel. We take very seriously our responsibility as an entry and exit point for guests vacationing to Costa Rica.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.