We just came back from spending a week there a very beautiful resort, but I would like to share our experience and our guests experience with Costa Baja Resort, which was the worst and most disgusting customer service we have ever experienced.
We booked our transportation to pick up our guests in Los Cabos to come to our wedding at Costa Baja resort. We paid transportation in full, and on the day that the transportation was to pick up our guests did not even show up at the airport, and left our guests stranded in Los Cabos. They had to find a taxi that cost them over $300.00. No one bothered to contact me that my guests did not have the transportation that we setup for them. I called down that morning to check to make sure they got picked up and they told me there was a mix up and the transportation did not show up. I went down to the front desk with my wife and mother in-law to speak with the General Manager Eduardo, and he refused to help us or even check to see if they could confirm if my guests where picked up. Instead h just kept saying it was not his problem and was budget the transportation companies mistake. We insisted that he at least call budget to find out what happened and he closed the door in my mother in-laws face. We did end up getting a refund after going back and forth with Karen the staff there.
2. The Condos we booked where all suppose to be 3 bedroom condos which was stated on our invoices and confirmed many times over the phone. When we checked in to our condos there was only one condo with 3 bedrooms and the rest where 2 bedrooms which would not accommodate our guests. We spent over 2 hours arguing with the front desk, and the manager would not take responsibility that they made a mistake. They finally got us 2 other three bedrooms, but left us with 1 two bedroom condo which had to have some of our guests sleep on the couch. From there when we checked out we had got a promotion of pay 2 nights get one free, which 1 of the condos was booked a month after the other ones and originally they said the promotion was over and the would not give us the 3rd night free. After speaking with them on the phone on Feb. 19th they adjusted it giving us the 3rd night free. When we went to check out on Tuesday they charged us for the additional night even after showing proof that there staff approved the 3rd night free with the invoice that had the date on it that clearly only charged us for 2 nights. The Front desk Manager Sylvain Parvy said that he would not change it and we had to pay for the 3 nights. The only thing he would offer is to give us the promotion if we ever came back to the resort, which makes no sense at all when he stated that promotion was over and would not give it to us for the one that was booked. Also the night before when we went down to review the bill with them and saw that error and another staff member told us that they made a mistake and would change it, then the next day when we went to check out even with the invoice that we had from before and the adjustment they made, Luis the front desk staff that was checking us out was rude and said that he would not do it for us and to show proof and when I showed the proof he went to the back and told Sylvain and he came out and would not honor it.
I spent more then 4 hours of my vacation in the lobby arguing with the staff, it was a nightmare of an experience. We are not difficult people we only wanted what we where told, our wedding was a total nightmare because of the staff at Costa Baja. There where a few people that worked on the resort that where helpful Karla was very helpful, Felipe the valet parking guy when we where going through all the problems he was there to try to help us in anyway he could.
Like I said beautiful resort, but the staff is terrible, have no communication skills and don't honor there promotions they advertise.
- Official Description (provided by the hotel):
- CostaBaja™ Resort and Spa is just 10 minutes south from downtown La Paz, the capital of Baja California Sur. The resort is set on the magnificent Sea of Cortez overlooking a 250-slip double-basin marina and a white sand beach. Just north of the hotel, lies Isla Espiritu Santo where you'll discover one of the greatest marine reserves in the world, along with the best sport fishing in Baja Sur. Endless Activities and Options on the Sea of Cortez Within the resort, activities are endless! Costa Baja offers exclusive access and preferred rates at Mexico's only Gary Player-designed golf course, the tranquil Espiritu Spa - featuring locally-inspired treatments and full spa services, three pools, as well as multiple dining options. Unmatched Guest Rooms and Acommodations: Unmatched in La Paz, Costa Baja features luxuriously-appointed resort hotel rooms with views of the surrounding area, private balconies and 24-hour room service. ... more less
- Reservation Options:
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- Also Known As:
- Costabaja Resort And Spa