I don't know where to start the front desk service specifically was so unbelievably bad.
We had a group of about 20 going for a wedding on site. The problems started weeks before we arrived. I emailed and called the concierge 30+ times for assistance booking excursions and other little things. I NEVER once got a single reply, response or assistance in ANY way, shape or form. NADA. We eventually hired a wonderful guide that has no affiliation with the hotel.
When we arrived they messed up several of the rooms completely. One example -they let a teenager (flying in separate) into a room (2 bdrm suite she was sharing with others in our group). But it was the WRONG room. Total strangers walked in and found her unpacking. Can you imagine that scene??? No apologies, they blamed her.
At one point we were trying to bring off site guests to visit. We knew as an all inclusive there would be a charge for this and tried to pay. We were told no and hung up on while we were at the front gate locked out. We left our guests standing outside the gate and went to the front desk to resolve and the staff there actually told me to "go [--] myself". That is an exact quote. He didn't want to be bothered with us.
At another point I returned to our room and there was no power, completely pitch dark. I again tried to get assistance at the front desk and was amazed when they tried to provide me verbal detailed instructions on how to find the fuse box and fix it myself! I explained I couldn't find anything in the total dark and shouldn't have to! Send someone to fix it, right? They flat out refused and eventually a friend came with their phone (flashlight) and we fixed it ourselves.
Another time we asked for our mini fridge to be stocked (it was not when we arrived) and they actually said no, "maybe tomorrow". 2 days later we got service.
I have a dozen more similar incidents our group encountered with the front desk. I have NEVER experienced or even heard of concierge service this bad! Usually it is the best face of a property. I was also astounded at the way they spoke to us, cursing, insultiing and flat out refusing everything. I can only believe the upper management has no idea the power trip these people are on because RIU has a great reputation. We tried several times to speak with a manager or someone "in charge" and were absolutely refused over and over. An example- when the guy at desk began using foul language to me I insisted on speaking to a manager and he said "No, I am in charge, only me. Too bad for you."
I would like to point out that the rest of the staff from bar to spa to restaurant and maids were all very friendly and helpful!! They saved our vacation from being a disaster and we did manage enjoy ourselves somewhat as long as we did not go near or call the front desk's evil minions. However if it had not been for the wedding plans we would have left the first day!
The property is beautiful and it is a great location. And the wedding planner Zaira (sp?) was FANTASTIC and went way out of her way to help us on many occasions (before and during our stay)! So much that we actually asked her for a few things that the front desk refused us on. She made sure the event went off beautifully as well.
- Also Known As:
- Hotel Riu Guanacaste Costa Rica
- Official Description (provided by the hotel):
- Opening winter 2009/10. Situated in northern Costa Rica, in Guanacaste. Located on Playa de Matapalo beach. Complimentary sun loungers on the beach. 6-storey main building. Surrounded by 35,000 m2 / 41,86 sq. yards of lush gardens. Closest village: Nuevo Colon. 13 km / 8.1 miles from various shops. 33 km / 20.5 miles from Liberia airport. Credit cards accepted: MasterCard, Amex, Visa ... more less
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