Do not stay at this hotel!!!!
Save yourself the headache, money and disappointment. Stay up the street at Parador or a real five star hotel. While listed on various websites as a five star hotel, in reality, if it wasn't in Manuel Antonio, it might as well be a drive-up motel in the middle of nowhere.
We booked two nights on our honeymoon and arrived around 2:00 PM, there was no one to great you and we preceded to for close to an hour to be shown a room that was sold to us as being in the "Penthouse," but was on a lower level above a shack roof -- clearly not the room we had reserved.
Upon entering the initial room, we immediately noticed stains on one of the pillows and dirt on the edge of the Jacuzzi.
After bringing this up to the staff, we were shown two other rooms that also did not meet a five star level and decided not to stay at the hotel.
When we ask the receptionist to get the two nights refunded, the hotel told us we needed to talk with the travel agency to get a refund. We contacted the travel agency, which in turn called the hotel. The hotel refused to issue the refund.
When we asked to speak with the manager, we were strung along and told that the manager was in a meeting indefinitely and that they didn't want to talk with us. The receptionist made no effort to further contact the hotel manager or the owner, who was in San Jose and not reachable.
For a five star hotel, which charges nearly 300 dollars a night, the bare minimum should be to have a manager on premises, a cancellation policy that is realistic and comparable to other hotels, a hotel that is adequately staffed that doesn't lie to their guests.
Please take this review as a warning and save yourself the time and frustration and please book a better hotel!!!!
This was from Amex:
"After our message to the hotel resulted in the same as yours, I am going to keep pushing for your refund. I will be using parts of your complaint to justify why you deserve a refund from the hotel, which I am sending now.
So far, we've been denied twice. I am going to be trying every few days to get a response from the hotel in regards to your refund. I apologize for your troubles with the hotel, but I am still working on this. I've taken the liberty of sending the hotel another request."
This is my complete review:
We booked two nights at Issimo Suites in Manuel Antonio. The room we booked was advertised as being a "penthouse with panoramic ocean and jungle views" at a five star hotel. Upon arriving to the hotel, there was no one to greet us. After check-in we waited an hour to be shown the room. The room we were first shown was far from the description. It was on what would be the ground or first floor above a roof shack. The room was not clean, there was a stain on one of the pillows and there was mold/dirt around the jacuzzi tub. This was clearly a bait and switch scam.
We took our belongings back to the reception desk, we were shown two other rooms that were in similar disrepair. At this point, we decide that we needed to stay at a different hotel because we felt very troubled by the bait and switch tactics of this business. The receptionist said that if we contacted out travel agency we can get refunded. We immediately called Amex and when Amex requested a refund the same Receptionist denied the refund. We requested to speak to a manger and were told that the manger was in a meeting indefinitely. We asked when the meeting would be over we were told the meeting went until five or six and that it didn't matter anyway because the manager didn't want to talk with us. We requested to speak the the owner and was told the owner was in San Jose and was unreachable. We were hoping to resolve this ourselves, without the help of Amex, but the management would not speak with us. As a traveler, this is a clear sign of a dubious operation.
Clearly, the way this hotel operates is a scam. They over promise, overcharge, and most people book online so when they arrive and the hotel refuses to reimburse the guest they then blame it on the travel agency. This is clearly our experience and when you read other reviews about the hotel, this looks like a pattern. The most troubling part of this experience was the evasive nature of the managers and the obvious bate and switch tactics of the hotel staff.
We never stayed at the hotel and immediately booked two nights at a different hotel down the road, also in Manuel Antonio. We would like to get our money back because it is clearly a scam.
Please let me know what additional information you need from me and if it appears that the hotel is still unwilling to refund the money. We would like to open up a case against this business take it to the next step if that is necessary.
Thank you so much for your help in resolving this case. As a loyal Amex customer, I hope that you can serve as a intermediary between me and this very dubious business, whose management was completely unwilling to communicate.
- Official Description (provided by the hotel):
- Issimo Suites Boutique Hotel, Spa & Waterfront Reserve offers intimacy and elegance for your romantic escape. Each suite includes a Jacuzzi bath tub for relaxation and enjoyment, as well as a majestic ocean view overlooking a pristine pacific cove. A plush king size bed, sofa, and room service from our boutique restaurant await your arrival. You can also indulge yourself with a massage in our spa after a day of adventure on one of our many tours or beaches. Our romantic hideaway suites access adjacent sandy beaches with a walk to the cove or famous Manuel Antonio Park and beaches. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Expedia, Travelocity, Orbitz, Cheap Tickets, BookIt.com and Venere so you can book your Issimo Suites Boutique Hotel and Spa reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
- Also Known As:
- Issimo Suites Boutique Hotel Manuel Antonio National Park
- Issimo Hotel Boutique
- Issimo Boutique Hotel
- Issimo Suites Boutique Hotel And Spa Costa Rica/Manuel Antonio National Park