Stayed here for a week w/friends. Seemed fine until we felt we were being "watched" as we used our nice camera equipment, etc. Paid for our last night there, locked all of our valuables in the room safe, went out for just over an hour and BAM! our room was broken into, safe busted open with a crow bar (hotel's?) and all of our valuables taken- cameras & equipment; passports; money; etc. Seemed VERY suspicious as we were barely gone when it happened, as if they knew right when we left, etc.
Staff not very helpful, seemed very vague about details. Security guard said he heard noise from our room but thought it was us- then when we talked to hotel mgmt. they say he wasn't working until later, after the burglary. Getting a lot of "back & forth" story from them. Went to police station and filed report. Got stuck an extra day & more $$ having to miss flights because no passports. Had to get emergency passports @ embassy- more $$. Finally made it home.
Now when trying to sort it out with Luna LLena am getting NO response. We need their insurance information for liability, etc. Called hotel and given owner's name & phone #- Milly Anz is her name. Called her. After talking with her for only a few moments as soon as I began telling her what the call was about she hung up on me! I called back all day & night and she won't answer the phone now. Have sent her personally & the Hotel mgr. emails explaining the situation and they refuse to respond. Sent the hotel yet another email & phone message and still NO response.
At this point we feel TOTALLY RIPPED OFF. Plus they either do NOT have ANY insurance- BEWARE- or they don't want to have to pay their deductible?? This is completely unprofessional and unacceptable. Had this unfortunate event taken place on the streets or somewhere then, well, a bummer but no where to pursue. However, it did not- it was at the hotel in their locked safe that they provide.
So now we have to spend more time & energy pursuing this with an attorney. Plus reporting this hotel to the International Tourist Assoc. & Hotel Assoc., etc.
Any one there, or going there, want to go ask Milly Anz, the owner of Luna LLena, WHY she cannot/will not respond to our phone calls & messages?? NO INTEGRITY.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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In response to the review written by the Mother, of one of our past Guests, we would like to respond.
The Guests who had their safe broken into, were around town with very expensive camera equipment, and they were followed back to the Hotel, as a potential target. They noticed non-guests hanging around their cabin, and did not inform our staff. These non guests turned out to be thieves, that figured out a way to cut into one of our safes. We have since bought, and installed new safes, now that we are aware of the vulnerability of our old safes. As an additional measure we have felt compelled to purchase a Security Camera system that will be a further deterrent of theft.
We of course are very distress when something like this happens at our tranquil Hotel. We work hard to make sure our Guests have an enjoyable, and safe stay at our Hotel. As our Hotel is full most nights, and the average stay is 3 nights, we have approximately 350 Guests in our Hotel per month. We have had 2 thefts at our Hotel this season, including the one we address now. So, our Guests are safe, and our ongoing efforts to increase security should remove these few opportunities for theft.
As far as our response to this claim that we are responsible, for all our Guest and their property, we can only point out the Security Notice posted in all our rooms and in Reception. It is copied below.
We hope that wherever you travel, that you are aware of the risks, act accordingly, and that you are safe and happy.
All the Best. Love and Peace.
Milly Anz and the Happy Staff
Due to the Current Petty Theft Problem in Costa Rica, we are advising our Guests of the following precautions, so that Our Hotel, and Guests, are not targets of Theft.
The facilities at Luna Llena are for Registered Guests Only. If you bring Locals back to the Hotel, you may be asked to leave. If you want to have daytime visitors, you must check with Reception, upon their arrival, or you may be asked to leave.
When you depart your room, please Secure all windows and Doors. Please make sure your Valuables are in the Safe we provide, and that it is locked.
If you see anyone on the Hotel Grounds that you are not familiar with, please let Reception, or the Night Guard know, immediately.
Currently in Costa Rica, there is a 2% conviction rate for Burglary Crimes. This means even if a Thief gets caught, they rarely are convicted, and most times not even arrested. We work hard to protect our Guests from this problem. Please help us by taking care of yourself, and your belongings.
Luna Llena Hotel cannot be held responsible for items that are lost, or stolen from our property.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.