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“Terrible Service”

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Tabacon Thermal Resort & Spa
Certificate of Excellence
GreenLeadersGold level
salt lake city, utah
Level 2 Contributor
8 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
“Terrible Service”
Reviewed 25 February 2014

Stayed at the Tabacon last month. Upon check in was told that breakfast was included and told where to go for the buffet. Next morning we got up went to the buffet and then off to our activity for the day. Was confused that they had me sign something as I was leaving the restaurant so after our activity I checked with the front desk. I was told that breakfast was not included in our package. When I explained what we were told upon checking in I was treated terribly. The girl at the desk insinuated that I was lying. I could not believe it. We have stayed in excellent hotels all over the world but I have never had an interaction so demeaning as this one. It ruined my entire day. I asked to speak to a manager (not to try and get breakfast included but to tell them of my experience) and a manager was never available. I was told that the managers knew of my experience and yet neither one tried to contact me?? I wrote them both and received a very inadequate response. I guess its true that level of service starts at the top. I would never stay here again. Don't make the same mistake we did!

  • Stayed February 2014, travelled with family
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Helpful?
11 Thank cnote1213
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TabaconGuestService, General Manager at Tabacon Thermal Resort & Spa, responded to this review, 11 March 2014
Thank you for taking the time to relay your experience at our Hotel. I am sorry you found your stay terrible based on the isolated event you describe in your comments. I have researched the circumstances and would be delighted to discuss with you directly. We did in fact, try to contact you on several occasions but it appears we were unsuccessful.

Our deepest apologies for not meeting your expectations. Please contact me so I may best assist you. dimitris.kosvo@tabacon.com. Many thanks.
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English first
Rochester, New York
Level 3 Contributor
14 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 21 helpful votes
Reviewed 23 February 2014

We were excited to stay at Tabacon in the Arenal region. The lobby was crowded and filled with bags, the reception staff were polite, but inundated. Everyone was courteous and kind. The grounds are spectacular. The room was just ok. The bathrooms were clean, the tub was old and slightly mildewed, the sink had hair in it from previous guests and seemed stained. The products were marginal, the bed was big, but uncomfortable. When we called for "extra pillows and etc", it took a LONG while to get them. The bfast buffet was fine and generous. Our problem with the hotel is that you are 10-15 min from La Fortuna, the prices at the restaurants were ridiculous, with no reasonably priced options for families. My husband and I shared an entree, my son had his own and my daughter had plain spaghetti, we all shared 1 dessert and had a 2 glasses of wine... 130$. It was good, but not great. If you want to go to La fortuna, you have to call a cab, which takes between 15 min to 30 min to arrive and costs 18$ each way. Eating in La Fortuna is much more reasonable, but with the time and $$ to get there, it was a bit of a disincentive... seems like Tabacon takes advantage of this and traps you in.. The Thermal springs are beautiful and amazing, but it take 10 min by walking along a road to get to, or a 5 min shuttle bus. The locker room are gross and the showers are just ok with no products in them. After seeing the Springs and a few other resorts in the area, would have likely stayed with them over Tabacon, which is clearly dated, overcrowded and less cared for...

  • Stayed February 2014, travelled with family
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Helpful?
1 Thank FN1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Sacramento, California
Level 1 Contributor
4 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed 23 February 2014

Tabacon is a lovely resort, gorgeous grounds, good service and wonderful convenience to the hot springs that, while a little Disneyish, are also quite beautiful and offer a unique opportunity to wander through the lush grounds and soak in beautiful, mostly natural looking pools and waterfalls. We had a lovely dinner at the hotel in a very pretty setting. The breakfast buffets were fine. The food at the hot springs is fine for a buffet. There are tour buses, but staying at the hotel allows you into the hot springs an hour before anyone else and the springs tend to be much less crowded before 2:00. Also staying at the hotel allows you to go in and out conveniently. The springs are a short pleasant walk from the hotel, but there are also shuttles that run continuously; when we wanted a shuttle we never had to wait, it was always right there.

This area of Costa Rica has a variety of activities; our stay was too brief to allow us to take part; but if spending time in the Tabacon Hot Springs is your goal, this hotel is perfect. It’s expensive; but if you add up the price of entry plus the inconvenience. It’s not a bad deal.

  • Stayed January 2014, travelled with friends
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Helpful?
Thank Christina G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TabaconGuestService, Manager at Tabacon Thermal Resort & Spa, responded to this review, 25 February 2014
Dear Christina G,

Thank you for your review! We are extremely happy to know you enjoyed a pleasant experience in our Thermal Resort. Our property is located in 872 acres of private rainforest reserve and we have a natural hot spring river that emerge from the majestic Arenal Volcano, forming more than 20 different pools and cascades. Our hotel guests receive complimentary access to our thermal area from 9am to 10 pm and you can experience wellness and relaxation. We are glad you enjoyed our buffet breakfast where lots of choices including traditional Costa Rican dishes are included. The thermal river is located a walk distance from the hotel facilities but as you mentioned we offer free shuttles for your convenience, some guests take advantage of the trails and walk from the hotel to the hot springs. We are sincerely grateful for your visit and hope you will come back soon.

Cordially,
Yendry Espinoza
Resort Manager
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Rochester, New York
Level 5 Contributor
49 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 21 helpful votes
Reviewed 23 February 2014

We enjoyed a three-night stay at Tabacon Resort last week. We stayed in the gorgeous Senator's suite - which was huge. Although we didn't have a view of the volcano, we did enjoy watching the wildlife outside our balcony. The only criticism I have of our room is there are no dresser drawers - if you have clothing that needs to be hung up, one of the four closets will do but there is nothing for your other clothes.
The staff was wonderful - friendly and accomodating. We had two dinners in the bar, enjoying the piano player. One dinner in Los Tucanes and it was delicious.
The hot springs were simply gorgeous. We went each day and are looking forward to returning. Loved this resort!

  • Stayed February 2014, travelled as a couple
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Helpful?
Thank vdoyle82
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TabaconGuestService, Manager at Tabacon Thermal Resort & Spa, responded to this review, 24 February 2014
Dear vdoyle82

Thank you for taking the time to tell us about your stay at Tabacon Grand Spa Thermal Resort, we really appreciate it. Our aim is to provide world-class service to our beloved guests, our staff is always happy to serve you. It is really nice to know you had the opportunity to visit us and enjoy our Senator Suite that combine extensive space, extraordinary comfort and exquisite design. This suite is ideal for those seeking a spacious accommodations. Impressive views of wildlife in the rainforest and receiving complimentary access to our award-winning hot spring resort is part of your experience. We are also glad that you enjoyed our food and beverage selection as well as the piano music in the lobby bar. It was an honor to receive you as our guest at Tabacon, we look forward for your next visit!

Warm regards
Yendry Espinoza
Resort Manager
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Mind's Eye
Level 2 Contributor
8 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 23 February 2014 via mobile

Our stay at this hotel began with the front desk staff, a person named Luis, who was extremely rude and condescending on check-in. The hotel itself is extremely expensive for what was once just a drive-up motel. The hotel does have good access to the Tabacon thermal spa, but that is the only advantage. We actually had, ironically enough, no hot water in our shower during our stay. The front desk did acknowledge this problem after engineering investigated, but we were not notified of their findings until we had to call again after returning to the room at night, to another cold shower. We got a free breakfast for our troubles... The restaurant is actually very good. Overall, I would not recommend this hotel. I recommend to stay elsewhere near the springs, as other hotels have access to the Hot Springs and shuttle service.

Stayed February 2014, travelled with friends
Helpful?
2 Thank romney1138
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
North Bergen, New Jersey
Level 2 Contributor
6 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 23 February 2014

This place is amazing; it's like going to the Garden of Eden. We spent hours sitting under the waterfalls and relaxing in the different natural volcanic springs here. The spa is expensive but worth every penny--they take you to these private rooms (they look like outdoor Buddhist temples) surrounded by lush tropical gardens or the most relaxing massage you'll ever have. The hotel rooms are nice--fairly standard. The breakfast buffet is marvelous--(tropical fruit bar is the best ever) The fruit bar aside, the food is pretty bland and greatly overpriced. If we go there again, we'll eat at restaurants outside of the resort.

Room Tip: The rooms are standard--nothing great. But it didn't bother us because we didn't spend any t...
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  • Stayed January 2014, travelled as a couple
    • Value
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Helpful?
Thank DBrevoort
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TabaconGuestService, Manager at Tabacon Thermal Resort & Spa, responded to this review, 24 February 2014
Dear dbrevoort

Thank you for sharing your comments with us, we are glad you spent a marvelous time at Tabacon, the magical setting, the rainforest and receiving a natural hot springs massage in our cascades are key moments in which your experience becomes more enjoyable. As a perfect complement for a relaxing experience we have The Grand Spa located in the heart of tropical gardens and hot springs where all treatments are rendered in open air bungalows, we are glad you had the opportunity to visit the spa. We look forward to receive you as our guest in the near future.

Cordially
Yendry Espinoza
Resort Manager
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Toronto, Canada
Level 4 Contributor
24 reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed 22 February 2014

lLocated at the foot of the stunning Arenal volcano. Imagine being at a Disney resort bUt it's all real instead!! Service is understated, very accommodating. We stayed in the Ambassador suite, it was massive, 2 large rooms, foyer, en suite washroom with jacuzzi tub, large flat-screen tv's, both bedrooms have full length sliding doors that expose your backyard rain forest. The thermal springs are out of this world, carved out of nature, never experienced anything quite the same, you'll wish it would never end. Dinner setting at Los Tucanes was very nice, table right by poolside, high grade tuna appetizer was delish but my seafood linguine was advertised in a pomodoro sauce but it came swimming in a beure blanc instead, and shrimp was very over cooked. Without a doubt, the thermal springs are the are the star attraction, the rest you can get elsewhere or have seen before...

  • Stayed February 2014, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank senninha8
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TabaconGuestService, Manager at Tabacon Thermal Resort & Spa, responded to this review, 24 February 2014
Dear senninha8

Your comments are very much appreciated. We are glad to know you had a pleasant experience at the base of Arenal Volcano. At Tabacon we firmly believe that every single detail is important to offer a memorable vacation experience, we are happy to know you enjoyed our luxurious Ambassador Suite with impressive forest views. Our natural hot springs as you mentioned are out of this world, a thermal river emerges naturally from the volcanic earth forming cascades, pools and ponds of different temperatures and high mineral content for a relaxing and wellness experience. Los Tucanes Restaurant is our fine dining option located at the hotel. Our open-air facilities are surrounded by manicured gardens and primary forest so you can enjoy a great view during your dinner, please allow me to express my sincerest apologies for the situation you experienced with your Seafood Linguini, we shared with our chef your feedback to take any necessary action. We appreciate the time you took to share your comments, and it is our hope that you will give us the opportunity serve you again in the future.

Warm Regards
Yendry Espinoza
Resort Manager
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Additional Information about Tabacon Thermal Resort & Spa

Property: Tabacon Thermal Resort & Spa
Address: 13 Km Northwest, Arenal Volcano National Park, La Fortuna de San Carlos, Costa Rica
Phone Number:
Region: Costa Rica > Province of Alajuela > Arenal Volcano National Park > La Fortuna de San Carlos
Amenities:
Bar / Lounge Beverage Selection Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#2 Business Hotel in La Fortuna de San Carlos
#2 Top resorts Hotel in La Fortuna de San Carlos
#4 Luxury Hotel in La Fortuna de San Carlos
#4 Green Hotel in La Fortuna de San Carlos
#6 Spa Hotel in La Fortuna de San Carlos
#9 Romantic Hotel in La Fortuna de San Carlos
#13 Family Hotel in La Fortuna de San Carlos
Price Range (Based on Average Rates): ££££
Hotel Class:4.5 star — Tabacon Thermal Resort & Spa 4.5*
Number of rooms: 103
Official Description (provided by the hotel):
Nestled in the heart of the tropical rainforest at the base of the majestic Arenal Volcano in the northern Region of Costa Rica. This five-star carbon neutral resort offers a unique blend of nature, adventure and relaxation. A member of The Leading Hotels of the World, Tabacon provides luxurious accommodations, services and amenities in a picture-perfect natural setting. The resort's unique healing thermal mineral spring river emerge from the volcanic earth, cascading to form waterfalls, streams, tranquil pools and ponds. Explore Shangri-La Gardens an hotel guests and adults-only hideaway, delight your senses with world- class cuisine inspired by local fares or surprise that special person with a gala dinner in the middle of the rainforest. Inside the gardens is the resort's Grand Spa, member of The Leading Spas of the World which combines a beautiful location with a singular spa experience, where treatments are rendered in open air bungalows all of them with private jacuzzi. ... more   less 
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Also Known As:
Tabacon Grand Spa Thermal Hotel La Fortuna De San Carlos
Tabacon Grand Hotel Thermal
Tabacon Grand Resort Thermal
Tabacon Resort
Tabacon Hot Springs
Tabacon Thermal Resort & Spa Costa Rica/La Fortuna De San Carlos

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