I gave it a 3 due to the smell in our room - if not for the smell, I would have given it a 5. Very pretty hotel and beautiful room with a view of the Arenal volcano room #24. Unfortunately, it had a "septic" smell. We left shortly after arrival for the hot springs and I talked to Johnathon, concierge, re: the smell of septic and urine - he said will look into. Had a wonderful, relaxing time at the Ecotermales springs - like that it wasn't too crowded. I fell asleep with my pj's over my nose the first night. The following morning I called and s/w Lindsey, concierge and asked for bleach that I can clean (I didn't want them just spraying something to cover the smell vs cleaning), she was very nice and said no, will get someone right away. I talked to her again since we were leaving for the river rafting and she asked if I wanted to switch rooms, but said they were booked. I said I like our room, it's just the smell if they can clean, then it's fine. Got back from river rafting (which was a blast) and the smell was better, but still there. I didn't like that she was not aware of our situation and that she didn't follow up with me after arriving back that day. The following morning at breakfast, she did come up to me and inquired - the smell was still there - I spoke with the manager, Jorge - he shared they have spoken to the owners and working on fixing it, but won't happen over night. I didn't like that they are aware of a septic issue and didn't move us when I first mentioned it knowing cleaning the room would not correct the problem since it was coming from the pipes. I told him we love the room, but don't like being in the room due to the smell and feeling it's not clean. He offered 1/2 off one night and a "due over" in the future that expires in 2 years - that was nice, but would have rather had a better discount - I'd like to go back to Costa Rica, but we usually do one big trip every other year and have never been to Europe with the kids - maybe a longer expiration would have helped too. Think one of the rooms higher up elevation, it's not a dramatic slope, will make a difference.
- Breakfasts - they were very nice (my family liked the best out of the four hotels we stayed at) with great views of the volcano and nice service
- Dinner - food was fine and service was good
- Wine Bar - went our last night after eating at Benedictus restaurant - my fish was good, but Drew's Benedictus' steak was incredible! Got dessert at the Wine bar and my husband and I had a wonderful time trying different samples of wine. This was one of the reasons I choose the Nayara and it was very good - great wines and a nice atmosphere.
- Fitness Room - small, but only had one guy in it the first day so had it to myself and got in nice workouts
- Spa - Lilly and Veronica were great - I got the volcanic mud massage and Andy the deep tissue massage - they were very, very good!
Do not stay in lower rooms - we had a septic smell and we stayed for 3 nights.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
April 24, 2013
Dear valued guest,
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On behalf of the entire Nayara family I want to apologize for the problem you experienced during your stay. I think that it is very important that you and the other readers know that we are fully committed to being sustainable. We work assiduously to demonstrate that a world class boutique hotel like Nayara can successfully include the highest standards of environmental stewardship and social responsibility. As part of this commitment, we recently revamped our water management system, having installed state-of-the-art bio-digester water plant treatments. During the installation of these systems, and before we sealed everything underground, odors may have escaped to the surface. Besides this incident there have been no issues of odors reported by guests or members of our staff. We have also implemented a very strict preventive maintenance program to ensure that this problem will never happen again.
Please accept our sincere apologies for the inconvenience.
Director of Services
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.