I called the phone from bus terminal to ask if they had wireless Internet, my only requirement. They said yes, so I carried my bags to the hotel. The nervous American receptionist told us she made a mistake with the price she quoted on the phone and asked if we could pay $10 more. Eventually she agreed to her quoted price (I had carried the bags a long way). She proceeded to give us the room furthest from the Internet. By the time I determined the Internet signal was too weak, she had left the office and turned off the Internet ISDN server (Quepos does not have DSL). The manager came down, and spent a short amount of time trying to help us. She turned on the server, and when I was then able to get a signal, she accused me of playing games, of changing my story. At that point they more or less told us to leave and refunded our money., I had no idea if she would leave the server on (she claimed it was not necessary) or if I could get a good signal in any room, so I agreed. Initially she said I could work by the pool or in the office, but later she retracted this. So at 10 PM I was on the street with my heavy bag. Luckily at the Best Western Internet worked fine.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Management Response
ManagerLaSirena, Manager
(Management representative)
May 26, 2008
Our hotel for families is well located in downtown Quepos, only one block from the bus station. If you will decide to travel with heavy bags you can reach our hotel by cab for only $ 1 (cabs are located in front of bus station). I have in my hand the receipt signed by the customer for a full refund of $ 50. How everyone can check that is the rate for a single room (that was the reservation we received by phone). And finally that was we charged not to discuss also if the customer didn't arrive alone. We offer free internet service to our customers from 7 a.m. to 7 p.m. That is clearly specified with a blue sign at the front desk and in the "welcome book" you could find in each room. Each room (we offer only 14 comfortable rooms) receives a clear signal if the utilized equipment is compatible. We can't let any no authorized person working in the office of the reception being the place where we custody properties and personal information of our customers. Also if the customer decided to leave the hotel at 10 p.m. we offered a full refund to stop any discussion. Sorry that didn't work. Enrica Minardi (Manager Hotel Sirena).
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
