I always use this hotel when on my way to/from the States from my home here in Costa Rica as it is conveniently located close the airport and the casino is a short walk across the parking lot. However, three times now this hotel has made me wait until the 2:00 pm check in time to check in, even though I arrive around 11:30 from my in-country flight. It is very frustrating to have to wait around for almost three hours to check in... I write this review sitting at the Dennys nearby, awaiting my room. If it was just one time, that is one thing, but as mentioned, this is the third time now and so I will NOT be staying here again. I am a regular customer and a Holiday Inn Honors member at that. I will switch over to the Hampton Inn Suites here in the same parking lot next time. Adios Holiday Inn Express.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
April 18, 2013
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Thank you for your valuable comments regarding our Holiday Inn Express San Jose Airport, Costa Rica. We greatly appreciate you are taking the time to bring this matter to our attention. We are very sorry for the inconvenience regarding to your Check In Time.
It is our hotel´s goal to consistently provide superior services and accommodations, the feedback we receive from our valued guests, like you, enables us to improve our service. We appreciate these candid comments we receive and welcome any opportunity to provide memorable experiences to our guests. Your comments about your guest services experience are taken seriously in order to analize and take actions about it.
About your experience with the time of registration, We are very sorry not having been able to deliver your room at the time you arrived at our hotel, between 9:00 to 10:00 a.m. Traditionally our hotel has been characterized by being flexible with the check in hours before 2:00pm, without any extra charge, as most other hotels do, is part of our commitment to guest satisfaction.
However, since our hotel regularly shows high occupations, sometimes we find it impossible to meet all the requests at all times. Before any exception, our brand and service promises should be fulfilled; our official check in time is at 02:00 pm and check out time is at 12:00 noon, it is very important for us to respect the right of our guests to keep their room until the check out time, resulting sometimes that we have no available rooms before 02:00 pm to offer.
It is also important to us that all our guests receive a high-quality product as our standards state, so we must be sure to do the entire process of cleaning in all rooms and it is necessary to perform this process safely and satisfactory for our guests.
We understand that you have many lodging options, but it will be a pleasure to have you with us again in the future, to demonstrate our commitment, and as I mentioned earlier, if We have the opportunity, We will be glad to check you In before 2: 00pm, at no extra cost.
Dear DivineDolphin44, we also see that you rated us 1 of 5 in Service, we would like to ask you if there was some other incoveniences of service during your stay that you can feed back in addition to your disagreement over the check in time?
We hope that this explanation is satisfactory, and yet, we are at your disposal for any further requests or feedback you have. My email is email@example.com, Jorge Paniagua.
Thank you very much again for your feedback to improve our service.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.