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“Lovely Hotel, Terrible Service”

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Costa Rica Marriott Hotel San Jose
Certificate of Excellence
GreenLeadersSilver level
Rhode Island
2 reviews
common_n_hotel_reviews_1bd8 9 helpful votes
“Lovely Hotel, Terrible Service”
Reviewed March 5, 2008

The Hotel, our room and the hotel grounds are simply lovely and certainly lived up to the four star rating. We were very disappointed with the service.

Some examples include:

We did not feel welcomed upon our arrival at all. The usual courtesies and greetings that guest normally receive when arriving at a hotel were completely absent. The front desk clerk asked our names and then in between multiple telephone calls registered us in. He gave us a room key and informed us that our room was around the corner on the second floor (one floor down). 10 minutes later after walking two flights of stairs and being totally lost and disoriented, we found someone at the restaurant to who helped us find our room at the opposite side of the property.

We were delighted with the room and waited 15 minutes before inquiring about the status of our luggage. 15 minutes after that I called again as asked the front desk if they were prefer that I bring the luggage to the room.

Finally the luggage arrived. We changed and headed for the pool. The water in the pool was much too cold to swim in, so we headed to the hot tub. The hot tub's water was warm at best, but tolerable.

Wanted to take a tour of the city. We waited for twenty five minutes while the tour coordinator talked on the telephone to someone. When she got off, she informed us that we had just missed the city tour and the best she could do was to suggest a cab.

We found the service at the restaurant's to be terrible. We ordered a pizza for a table appetizer and was scolded by the waitress who informed us that the pizza was for one person. We assured her that we would all be ordering dinners and that the one pizza was plenty for a three person appetizer. She seemed unhappy, but went on to process the order. Thirty minutes later, the cold pizza arrived. I do not recall what we order for dinner, I do recall that it took an hour for it to arrive and it was mediocre at best.

We had a great nice sleep. The beds were amazing and the room and bath very well appointed.

Breakfast was a disappointment. There was an omelet station, but cook walk away from several of us who were waiting for 15 minutes without explanation leaving us to try the cold waffles and fruit. Again the service was terrible.

I must say, that the service at the gift shop was excellent, the clerks were very friendly and helpful. The same can be said for a least one young lady at the coffee shop next door to the gift shop.

As a whole and unlike anywhere else in Costa Rica, the staff at this hotel appear to be one unhappy bunch and service suffers as a result. Unfortunately, despite our experience, they may still be the best bet in town.

  • Liked — Well maintained comfortable rooms
  • Disliked — The service was terrible
  • Stayed February 2008, traveled with family
    • Value
    • Location
    • Check in / front desk
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank RI-Reds
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Rating summary
  • Sleep Quality
  • Location
  • Rooms
  • Service
  • Value
  • Cleanliness
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Toronto
Level 5 Contributor
47 reviews
38 hotel reviews
common_n_hotel_reviews_1bd8 24 helpful votes
Reviewed February 29, 2008

never been to a marriott before and was impressed with what i got. beautiful hotel, friendly staff... room service food was fair to poor, but everything else was good. the breakfast buffet for $17 US was actually great for a buffet... lots of fresh fruit that was from there so it was really yummy. some authentic food, and then some canadian favourites like smoked salmon.

the sheets were very comfortable, and the pillows too. defintely comfortable. best sleep in costa rica.

  • Liked — The comfortable bed, pillow, sheets.
  • Disliked — Room service food was overpriced and yucky.
  • Stayed February 2008, traveled as a couple
    • Value
    • Check in / front desk
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank somegirlwhotravels
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
De Haan, Belgium
Level 5 Contributor
91 reviews
86 hotel reviews
common_n_hotel_reviews_1bd8 218 helpful votes
Reviewed February 23, 2008

An oasis of calm, tranquillity and comfort. It was the perfect hotel for our first few days in Costa Rica. It is close to the airport (with a regular airport shuttle), it has a very large garden with a non-heated pool and it offers great hospitality with a warm service. It is about 10' walking to the main highway (Gen. Canas) with regular buses to San Jose, the return ride from the city is more difficult, because you have to get off at the Cariari plaza/mall, cross the highway and walk more than 30' back to the hotel [We went by bus to San Antonio and walked downhill to Escazu, the country club and the embassy residences to the multiplaza shopping mall]
Rooms are spacious and well maintained. The breakfast buffet on the terrace or the inner gallery of the Antigua restaurant with a choice of pastries, cold cuts, fresh fruits, pancakes etc... was a perfect start of the day. Dinner at the Isabela (tapas) restaurant was superb.
Our tip: the Cafe Britt coffee tour in Heredia not to be missed (with pick-up at the hotel).

  • Liked — large hotel grounds, quiet room
  • Stayed January 2008, traveled as a couple
    • Value
    • Location
    • Check in / front desk
    • Rooms
    • Cleanliness
    • Service
    • Business service (e.g., internet access)
Helpful?
1 Thank mundus
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Yorkshire
Level 3 Contributor
8 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 25 helpful votes
Reviewed February 16, 2008

We stayed here on our first night in Costa Rica, after a long flight from the UK. To be honest we chose it because of its location near the airport as we were arriving late in the evening.
We were expecting a rather bland hotel - being part of an international chain - but we were amazed when we arrived to see such a beautiful hotel.
It is what we imagine an old, grand hacienda to look like and the decor is lovely. The real highlight was the bed...I know it may seem a bit much to rave about beds, but honestly it was THE most comfortable bed we have ever slept in. Of course we had just arrived after an 18 hour journey but even given that the room was gorgeous and the bed was incredibly comfy...we didn't think we'd ever be able to leave it!
But the next morning, it was worthwhile tearing ourselves away as the breakfast was delicious and the grounds of the hotel are beautiful, extensive and well laid out - it also has a lovely looking pool.
It would have been nice if there had been a transfer from the airport (especially for the price). We ended up getting a taxi and when we asked reception they said there was a man on the right in the airport but despite looking we didn't see him.

  • Liked — The beds!
  • Disliked — The price
  • Stayed January 2008, traveled as a couple
    • Value
    • Location
    • Check in / front desk
    • Rooms
    • Cleanliness
    • Service
    • Business service (e.g., internet access)
Helpful?
2 Thank Tibbles
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
philly
Level 3 Contributor
16 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 23 helpful votes
Reviewed February 2, 2008

soent time at the marriott before and after flying to a remote area on the nicyan peninsula.
the service was superb, room very comfortable.
they accomidated us with another room when we were unhappy with the view from the 1st rm checked into.
the pool area was terriffic, water slightly cooler than what we expected.
the restaurants were quite good.
also the hotel had a driving range and putting green, i did not use them. they were right under our window and they were giving a clinic for dozens of handicapped golfers, some of which were in wheelchairs, i even saw a few tripple amputees.
marriott is to be comended greatly for this.
i would stay here any time i was in san jose/

  • Liked — servic
  • Disliked — nothin
  • Stayed January 2008, traveled as a couple
    • Value
    • Check in / front desk
Helpful?
2 Thank frankiePhilly
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Tyler, Texas
Level 5 Contributor
70 reviews
49 hotel reviews
common_n_hotel_reviews_1bd8 94 helpful votes
Reviewed February 1, 2008

We booked this property because of its proximity to the airport and the reputation of Marriott in general, but were delighted to discover this is not your average airport hotel. This is a gorgeous property with beautiful, expansive grounds. The lobby and public areas are lovely and the rooms extremely comfortable. There are wonderful walking trails, a spa, beautiful pool, fine restaurants, a tapas bar, a coffee bar, a lovely chapel and so much more. While we booked one night at the end of our trip to facilitate our departure, next time I would spend more time at the Marriott. This property is worth a trip on its own.

Stayed January 2008
Helpful?
2 Thank Deborah R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Miami
2 reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed January 17, 2008

We were delighted with this beautiful Marriott which we booked for our last night of a week's vacation in Costa Rica with our children- it was a stone's throw from the airport, and made for an easy early departure. I took a few pictures of the public spaces and returned my camera to my room before heading down to dinner. When we returned to our room it had already been serviced with turn down service, and we retired early. The next morning I packed my camera in my small carry-on for a non-stop flight home, and upon arriving home I eagerly ran to the computer to load the pictures, only to discover that my memory card was no longer there. All photos: gone. It had to have been someone who entered our room. Marriott said they could find no irregularities with their employees, and so - Sorry Charlie! At least the person from the hotel apologized. The woman I spoke with in the States didn't even do that. Lesson: Cameras can be replaced, photographs cannot. Memory cards are theft items so guard them like your money or your jewelry.

Stayed January 2008
Helpful?
8 Thank MiamiSusie
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Costa Rica Marriott Hotel San Jose

Property: Costa Rica Marriott Hotel San Jose
Address: 700 mts West from Bridgestone/Firestone, San Antonio De Belen 502-4005, Costa Rica
Phone Number:
Location: Costa Rica > Province of Heredia > San Antonio De Belen
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free Parking Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #1 of 10 Hotels in San Antonio De Belen
Price Range (Based on Average Rates): $$
Hotel Class:4.5 star — Costa Rica Marriott Hotel San Jose 4.5*
Number of rooms: 299
Reservation Options:
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Also Known As:
Costa Rica Marriott San Jose
Marriott San Antonio De Belen
Marriott San Jose
Marriott Costa Rica
San Jose Marriott
Costa Rica Marriott Hotel San Jose San Antonio De Belen

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