I planned our entired trip based on tripadvisor reviews, which were almost entirely accurate. El Sano Banano was the one and only exception for our trip last week.
If there was just one or two problems, I don't think I would complain much. However, I have very little to say that is positive about our experience there.
Our first shock came when we drove into Montezuma. Obviously that is not what is being reviewed here, but it was much more of an "armpit" than I expected. Once we finally found a place to park (and there is almost no parking available for this hotel as we were led to believe), we walked to the check-in desk. When someone finally came over to us, they did so just to show us a booklet of the "bad guys" to watch out for in this town. That should have been a red flag. That person left and we stood there about 15 more minutes while workers walked by us. I finally interrupted someone so we could check in. It was very unorganized. After they finally found our reservation, I asked about the parking situation, and he said he'd meet us in the back to show us where to park. My husband went out to the car, and this guy just disappeared and started helping other people. I interrupted and asked again about the parking, and he walked me up to our room instead. When I pushed about showing us where to park, he finally walked out there and said maybe tonight there would be a spot. We had to "create our own" parking spot on the street in a town where theft is common. Ugh.
So we went up to the room where there was one towel and an empty soap dispenser. It was musty and hot and the airconditioner was not working properly (we finally got new batteries for the remote, but still never worked right). The room just felt "gross." Internet connection (from our room anyway) barely worked, and not even all the time. There were literally no power outlets other than the one the TV was plugged into. Nothing even in the bathroom. No cups or glasses to drink from. No fan in the bathroom. REALLY bare bones.
Then I realized it is OK if this room is worse than expected, since we stayed here to use Ylang Ylang facillities. I asked at the desk how to get there. They said we had to walk and to just show them our key when we got there. I thought no problem, and we started off in the direction they pointed. The problem was that we couldn't see where it was, so we asked someone on the street. They gave us more directions, which I double checked with a third person. So we walked for maybe a quarter mile and saw nothing, and the trail ended on the beach. By now it was getting dark, I was really sweatty and bug-bitten, and I turned on my phone to look at a map. My iphone made it look like we had passed it, so we walked back toward town. Nothing. I asked some other people, and they said "follow us." By now it was dark, but at least they had a flashlight. It is a LONG ways away from El Sano Banano. We walked it ,and yes Ylang Ylang was beautiful. We went and sat at the bar where we told happy hour was over (did we look like we only came for happy hour?). That wasn't a big deal, but I thought she could have made an exception of 5 minutes due to our story. She said "oh, they usually bring you over in a jeep." Oh, that would have been nice to know. So we had our expensive drink (of course my first choice of drink was not available), all the while not feeling like we belonged there--there was a bit of attitude toward us, like street people wandered in (and trust me, we didn't look like we belonged in Montezuma! :) So, we used the pool briefly. We asked about a jeep back, but they made it clear that was only if we ate dinner there. So we walked back in the pitch black dark.
Thank goodness we had plans to be away all the next day because the room was miserable. It did not feel clean or safe, and it is not for the clausterphobic. The walls were thin, and we could hear people partying all around. We felt stuck in a room, and it was the only time in our whole trip where I felt ripped off and deceived.
When we first arrived, we asked about breakfast times since we had to leave at 6am for a tour. We were told that they could provide "something" for us at this hour, even if small. We said that sounds great. However, when we asked at about 6:10, they looked at us like we were crazy, and said there was no way since people were just arriving for work. It just would have been nice to have been told the truth...that would have been no big deal. It is just annoying saying they will do something, when it isn't true. If breakfast is impossible at 6 am just say so! Contrary to what this review may sound like, we aren't difficult or demanding people.
The one redeeming point was the restaurant that night (and the next morning). We ate there our second night and it was great. Breakfast was included which was good, and the restaurant service was very good (we had the same waiter for dinner and breakfast--I wish I remembered his name).
Soo....I do not recommend El Sano Banano. It is probably the only place on our whole trip that I wouldn't visit again.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
In response to your recently posted comments, we are truly sorry about how you feel and appreciate you taking the time to write your review as it will only helps us improve in the parts were we may have failed you.
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Years of hard work and dedication have allowed our El Sano Banano Village Hotel and Ylang Ylang Beach Resort to blossom into an oasis of serenity located in town and on a beachfront jungle.
Each village, town and city in the world is unique, we encourage everyone to enjoy each one for what that have to offer.
As for your delayed waits, we apologize as this is not a normal occurrence as our staff always tries to assist everyone as quick as possible and we have received great reviews about our staff. As for parking, we offer limited free parking, and are sorry we were unable to immediately accommodate you. As for our rooms, we offer comfort and security in a simple form for great value, we maintain high housekeeping standards. El Sano Banano Village Hotel is a small quaint low priced family run hotel, for more luxurious accommodations we recommend our Ylang Ylang Beach Resort (which has a variety of extra amenities).
The walk between El Sano Banano Village Hotel and Ylang Ylang Beach Resort is simple and only takes 10-12 min: go down one road for 20 yards, take a left at the “T”, walk 100 yards to the “Y” in the road (next to Bookstore) and take a right, walk 25 yards to end of road where beach begins. Walk on the beach for about 8-10 min, and you will find Ylang Ylang Beach Resort (the only hotel on the beach)-it is impossible not to find. Montezuma is a town of 3 roads; there are very few options for getting lost. For future reference, upon inquiry, we do offer limited shuttle rides from El Sano Banano to Ylang Ylang Beach Resort and back for anybody (from any hotel) with confirmed dinner reservations.
We happily offer a breakfast to go anytime after 6:00am, unfortunately there was a communication error between our night shift and morning shift. We have set up a new system to avoid this from happening to future guests.
El Sano Banano Village Hotel has been rated one of the best choices in Montezuma, by many, for over 20 years and we are sorry that you did not have this experience.
We strive on making our guests feel welcome and comfortable!
We pride ourselves on the fact that the best customer service is achievable at all moments for all guests. We appreciate guests who appreciate our tremendously hard work and years of dedication.
We sincerely apologize for the parts of your stay that you deemed unfavorable but are happy to hear that you enjoyed the rest so much!
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.