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“Fantastic service but resort was not what was promised.” 3 of 5 stars
Review of The Westin Golf Resort & Spa, Playa Conchal

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The Westin Golf Resort & Spa, Playa Conchal
4.0 of 5 Hotel   |   Playa Conchal, Bahia Brasilito, Playa Conchal 232-5150, Costa Rica   |  
Hotel website
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Hotel amenities
Ranked #1 of 3 Hotels in Playa Conchal
Contributor
19 reviews 19 reviews
9 hotel reviews
Reviews in 8 cities Reviews in 8 cities
13 helpful votes 13 helpful votes
“Fantastic service but resort was not what was promised.”
3 of 5 stars Reviewed June 6, 2011 via mobile

Arrived at 2 pm. We were told the room would not be ready for an hour.

Found out that we had to to wait to eat as everyone had to make reservations by 4 pm.

Only 3 restaurants open, although they advertise many more. Only 1 bar-the pool bar.

Only 1 staff person could actually tell us where the gym was located. A friend staying at the resort was told only people signed up for the more expensive "beach club" could use the gym.

We were given a map of all the buildings and services located at the resort, but this was confusing as they were in transition and most listed places were closed or temporarily houses in other "unknown" areas.

When we were leaving, I tried to access the free Internet on the lobby. ( was actually the conference center). When I inquired as to the reason I couldn't log in, I was told that due to the transition, only the "access for a fee" was available.

  • Stayed May 2011
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
francinag, Guest Relations Manager at The Westin Golf Resort & Spa, Playa Conchal, responded to this review, June 18, 2011
Thank you for having stayed with us, we certainly appreciate your comments because we are always appreciative of positive feedback.

I am sorry to hear of the misscomunications about location, times, and available outlets. Even though we are undergoing a soft renovation process we are keeping available and intact all services we offer even if sometimes we need to use alternate locations.

We certainly should have been more specific in communicating the appropiate information to you and I apologize if we were not diligent in that aspect.

Appreciate the time you took to write and I truly hope you can re-visit us sometime in the future.

Cordially,
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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2,270 reviews from our community

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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
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DUBLIN, CA
Top Contributor
101 reviews 101 reviews
41 hotel reviews
Reviews in 26 cities Reviews in 26 cities
134 helpful votes 134 helpful votes
3 of 5 stars Reviewed May 24, 2011

We checked in on April 30th and out on May 7th. The hotel changed into the Westin on Day 2 of our stay there. This DID NOT go well.

The place is beautiful and the waiters and staff tried hard to make everything go smoothly. That being said, I will now go into "The Changeover"...watch your credit card bills!

Our stay during the transition was chaotic to say the least; we paid cash upon checkout and now our credit card has been charged $170.00. I am currently trying to get this charge removed.

We ordered room service the first night we were there as we came in late. The food was excellent and fast service too.

The next day we tried to order a snack from room service and were told that the menu has been changed now (due to the "change over")...we asked for a new menu...3 calls to be exact and we never received it until 2 days later.

We called for our laundry to be taken...it took about 5 calls and 3 days to get it picked up (due to the "change over")......

The internet in the coffee shop was down all week (due to the "change over").....

I was never able to place a call to the US because the lines were down (Due to the "change over")....

We were never able to charge anything from the shops to our room (Due to the "changeover")..

We were unable to pay our departure taxes (Due to the "change over")

Nobody could ever tell us which restaurants would be open in the evening (Due to the "change over")

I have never heard the phrase "Due to the change over" so many times in my life!

We were sitting on the patio one afternoon and they came and asked if they could change the address placard outside our room...our room went from 063 to 4063...then they came with new bedding; then they wanted to come in to exchange all of the bathroom accessories and kitchen countertop accessories for the "change over"

Alot of construction noise was going on from the "change over"....

I hope that this place improves because as I said it is very beautiful and the staff there were trying so hard; the whole time we were there the workers were being watched and some of them looked quite tense and upset.

I would not stay here again. This whole experienced has soured me to Westin in general.

I would have liked to be able to give this 5 stars, however 3 stars I think is still too much.

  • Stayed May 2011, traveled as a couple
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
francinag, Guest Relations Manager at The Westin Golf Resort & Spa, Playa Conchal, responded to this review, June 19, 2011
Thank you for taking the time to post your review of your recent stay at our resort.

We want to sincerely apologize for all the incoveniences you had to go through due to the management change. We tried very hard not to have our guests go through inconveniences during the process however a few things were on stand by while we change systems and that is the reson why for a few days you could not charge at the shops or buy your departure taxes.

I can gladly share with you that we are back on track and all services are available now.

In regards to the issue at check-out we would like to disccuss it further with you, at your convenience in order to determine wether there were any errors in posting these charges.

Please e-mail: thewestinplayaconchalresortandspa@westin.com
and let us know when would be a good time for us to contact you directly to discuss.

We sincerely appreciate that you recognized our staff and we hope you can give us the opportunity to serve you better in a near future.

Cordially,
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CT
Senior Reviewer
6 reviews 6 reviews
4 hotel reviews
Reviews in 6 cities Reviews in 6 cities
9 helpful votes 9 helpful votes
2 of 5 stars Reviewed May 24, 2011

The buffet is extensive, the drinks are made with cheap liquor. The hotel is remote and the beach isn't very desirable. I'm not sure how this is a five star hotel. It does have a nice pool.

  • Stayed May 2011, traveled as a couple
    • 1 of 5 stars Value
    • 2 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 8
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
francinag, Guest Relations Manager at The Westin Golf Resort & Spa, Playa Conchal, responded to this review, June 18, 2011
Thanks for your review and I apologize if you find that our resort was not offering top quality food and beverages. We definitively put a lot of effort in offering the best food and beverage´s quality so without a doubt we will take your comments very seriously.

As you may have noticed while staying with us, we are located on a natural reserve that might feel as remote however there are plenty of opportunities to go out and explore the surroundings. We are located 60 minutes away from the Liberia Internation Airport and just 20 minutes driving time from the small fisherman´s and surfers village of Tamarindo. Nevertheless daily tours to the major natural and adventure attractions are scheduled.

I truly hope that if you find yourself to ever return to Costa Rica and to The Westin Resort & Spa, Playa Conchal your stay will be a lot more enjoyable

Sincerely,
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Richmond, Virginia
Reviewer
4 reviews 4 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
15 helpful votes 15 helpful votes
4 of 5 stars Reviewed May 23, 2011

The hotel is beautiful. If you are looking for a great beach with great activities this place is the place to go. We stayed here the second half of our trip to Costa Rica and I must say it was amazing! The food was fabulous... must try the Mexican and Italian restaurant. The hotel offers great features as part of the all inclusive Golf lessons, salsa classes, sushi making, wine tasting, tequila tasting, hiking tour, bike tour, cooking lessons etc. Wonderful place , well kept and the entertainment crew Rebecca, Gabriella, Steven, and Jeffery were a lot of fun!

Con: We had $50 dollars stolen from our safe (we forgot to lock it) and the management didnt seem to care much. Said they would investigate it. He told us it could take MONTHS!! I don't know how much investigating you need to do for something that happen in less than 2 hours of us leaving the room.

Room Tip: get a junior suite
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  • Stayed May 2011, traveled as a couple
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 7
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Boca Raton, Florida
Contributor
13 reviews 13 reviews
9 hotel reviews
Reviews in 10 cities Reviews in 10 cities
15 helpful votes 15 helpful votes
4 of 5 stars Reviewed May 16, 2011

Stayed at the "new" Westin resort for the final two days of a recent trip to CR. The reason I say 'new" is that this resort is about 15 years old, but new with the Westin name. The standard rooms are in dire need of updating. Make sure you request an updated room. My first room was horrible. After complaining we were moved to the "Royal Club" this is a new area for the hotel about two years old I was told. Do yourself a favor spend the extra money to stay there. Huge updated rooms, VIP pool and dining area. The "all inclusive" part of the "Royal Club" also includes premium liquors that are not part of the standard package.

Regarding the food. Breakfast is not so good. Very hard to keep the hot items hot and the cold items cold when the entire buffet is done in an open air restaurant. Lunch and dinner are very good. Highly recommend the Italian restaurant on site.

The beach is very nice, but beware of all the vendors that will hassle you to purchase their products as soon as you step outside the resort fence. Once you walk past them and say no they will leave you alone.

Big thank you to some great staff members for saving my trip and making our stay great. John our butler. Victoria at the Royal concierge desk and Fransisco the manager on duty when I checked in.

  • Stayed May 2011, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 11
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about The Westin Golf Resort & Spa, Playa Conchal

Address: Playa Conchal, Bahia Brasilito, Playa Conchal 232-5150, Costa Rica
Location: Costa Rica > Province of Guanacaste > Playa Conchal
Amenities:
Bar / Lounge Beach Fitness Center with Gym / Workout Room Free Breakfast Free Parking Children Activities ( Kid / Family Friendly ) Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #1 of 3 Hotels in Playa Conchal
Price Range (Based on Average Rates): $$$$
Hotel Class:4 star — The Westin Golf Resort & Spa, Playa Conchal 4*
Number of rooms: 326
Official Description (provided by the hotel):
The Westin Playa Conchal is an All Inclusive eco-friendly retreat, located between the exotic forests and unspoiled beaches of the North Pacific Riviera of Costa Rica. Our secluded vacation spot is a perfect balance between unrivaled luxury and local culture, giving our guests an unforgettable vacation experience. Our All Inclusive experience includes all meals, drinks, use of our fitness center and kids club as well as entertainment options including non motorized water sports, daily activities and nightly events. The resort also offers an adult only all exclusive experience at the Royal Beach Club where guests have access to a private pool with concierge service. ... more   less 
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Also Known As:
The Westin Resort And Spa, Playa Conchal
The Westin Resort & Spa, Playa Conchal Hotel Playa Conchal

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