A couple of months have gone by since the last reviews were posted on this hotel, and it seems that the place has undergone a bit of a transformation in that time. For us this was the least pleasant experience in three weeks of travelling Costa Rica. When we arrived to spend one night at this hotel, the owner just quickly showed up to open the doors to our rooms (the keys were inside the rooms, so she opened by putting her hand through the window next to the door and by unlocking from inside...). Before she left again we inquired about breakfast. She said that it was not included since they had sold the restaurant next door and recommended a good place 100 m away (that place was indeed good). Inside, the two rooms were fairly dirty, especially below the furniture. The knobs of the bathroom-doors were missing, and so were some of the light bulbs. Toilets and showers were not in too good a shape either and one bathroom had no toilet paper. All this, and particularly the owner's attitude, made us wonder whether the owners were about to sell the establishment or whether they just had a bad day.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
June 29, 2010
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From: Frank Bynum, Owner, Hotel Reventazon , Orosi, Costa Rica
re: "A disappointing experience"
First, I would like to admit that you criticisms were absolutely valid. Our commitment has always been to a pleasant vacation experience in a clean, comfortable room and we obviously did NOT provide that to you. I sincerely apologize for your bad experience! The comments you posted painfully brought to my attention issues that needed to be addressed. The reason for my delay in responding to you is that I wanted to resolve them first.
They have been resolved. The manager and maid are no longer with the hotel and I have taken personal responsibility for management.
Many years ago, my mother told me of a sign she once saw in a business that has stuck in my mind: "Good customers don't complain . . . they just don't come back!" The obvious sentiment to that is: "Excellent customers DO COMPLAIN and point out problems that allow one to correct mistakes and improve their product or business."
I appreciate your taking the time and giving me the opportunity to resolve the problem. I hope that you will return to Hotel Reventazon in Orosi and give me the opportunity to provide you free accommodations and demonstrate the improvements. Plus, if you will e-mail me your contact information at email@example.com, I would gladly refund the money you paid.
Frank Bynum, Owner, Hotel Reventazon, Orosi, Costa Rica
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.