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at the The Westin Golf Resort & Spa, Playa Conchal - All Inclusive
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Worst customer service EVER!
Jun 8th, 2020
Have been waiting on a guaranteed refund for MONTHS! I call , I email and they say next week, next week.... Well I want my over $4,000!! They transfer me person to person and now won’t even return my emails. Do they think I will just go away? And forget I paid them that much? Sorry I don’t think so!! I should I know once I first booked and was lied to about amenities that there was going to be a issue. Was promised certain things if we upgraded to the “family “ price so we did. As soon as we paid she said several of the things on the flyer they sent they no longer offer??? So why send that flyer as the family upgrade and have people think they are getting those things? Unbelievable. I will be calls AGAIN today and we even went to a attorney to help us. Totally totally unprofessional. Nice to see many enjoyed this place but with customer service like this we will never stay here TRIPADVISOR.COM USER
Miserable Honeymoon in Paradise
Jun 7th, 2020
I've been dreading writing this review and I went back and forth on giving it one or two starts. I've decided to give two starts because the hotel itself was beautiful, the food was fantastic - but this hotel was one of the worst experiences of my life. And I am so sad that it was my honeymoon... I didn't think I would be crying on my honeymoon, but this place didn't make it easy! My husband and I stayed at this resort for the second half of our honeymoon. We spent a LOT of money to stay there because it was all-inclusive and I'd heard good things from other people. Sadly, from the moment we got there - it was hell. I don't know if this had anything to do with the fact that it was a week before COVID hit and maybe there was a lot of anxiety... maybe? So, before we even got there, I had been emailing this hotel for MONTHS trying to get a response. I never heard from anyone. There was an online promotion that included a couples massage for honeymooners. I never heard anything but I assumed this would be honored when we got there. Well, I was wrong. Not only were they terribly rude but they were practically bullies. I've NEVER screamed at someone, but I yelled at multiple managers and ended up in tears. Everyone we spoke to made me feel stupid, wrong, and not important. Not what I hoped on my honeymoon. And, I don't think of myself as that person - I'm a therapist and try to understand people. Not just the bullying from management, but we had dishes in our room that weren't removed for DAYS. It was a constant battle with our stay and I still don't really understand why... The hotel is very large, so there were a lot of kids. The family pool was insane... The beach was...not a beach (but all beaches are public in Costa Rica). It was a weird little strip of land with people trying to sell massages. Surprisingly though, the people on the beach were kinder than the hotel staff! I ended up getting a $20 massage on the beach to spite the hotel who denied me the honeymoon massage. It was surprisingly fantastic. I would recommend it, even though the staff HATES that people are paying for outside services. I also hated that this was an all -inclusive hotel and yet so much on site was for additional costs. They had pool parties that were $20 a head, or beds around the pool that were very expensive to reserve. Didn't think paying for the adult section was worth the money...didn't feel very special at all! The positives were: great food, nice room, nice pool and amazing animal life. However, I would NEVER go back. Really tainted my experience... I need another honeymoon! TRIPADVISOR.COM USER
Great resort to unwind
May 17th, 2020
Was here for the last week of February and had a great time The staff, restaurants, pool and grounds are all top notch as far as I'm concerned. The wildlife wandering the resort is one of the many amazing features. Only regret is that I met some amazing people at the Imperial Bar on the 28th of February that I expected to see again but didn't happen.( If you happen to have been there message me) I will be back same time next year fingers crossed. TRIPADVISOR.COM USER
Never Again ! Stay here at your peril!!!
May 17th, 2020
We were booked to stay for 2 weeks, in March, the first 3 days were fine. The hotel is nice, clean and modern and the staff were pleasant and helpful. The food seemed promising was good at the restaurants we got to try, in the first three days but sadly things went sharply downhill from there as the hotel closed all the restaurants except for one as the Covid pandemic hit. The hotel stopped serving alcohol completely and we were left with only one restaurant open for breakfast, lunch and dinner. this was despite the fact that we had already paid for all our food and drinks as part of the package. Then things got even worse. The management started to bully us into leaving a week early, by trying to insist that we book our own flights and vacate the hotel immediately as it was closing. We refused and insisted on speaking to our tour rep before doing anything. The hotel insisted that the rep would not be at the hotel, which was a lie as the rep arrived the next morning! We can only guess at their motives given that we had paid for all our food and drinks and they were refusing to honour the holiday that we had contracted for, Also it's worth mentioning that there was no offer of compensation so we can only assume that they were planning to keep the money that they saved by not supplying what we had already paid for. The Hotel then moved all the remaining guests into the Royal beach club apartments, which were meant to be adults only and for which we had paid a large premium for the peace and quiet. Sadly, not only did we not get the adults only element, they brought the loud music up from the main pool and played it all day which is why we paid extra to get the peace and quiet. Again, there was no apology and no acknowledgement that we were not getting what we had already paid for. The hotel was eventually closed around us and, once we had eaten dinner, we had no option but to return to our room and drink water as there was nothing else to do or drink. There appeared to be some sort of dispute between the Hotel and Tui as to who was responsible for moving us but it wasn't until we threatened to move ourselves and threatened legal action that someone blinked first and we were eventually moved to another hotel. Whilst we accept that the Marriott hotel is not responsible for the Corona virus outbreak, it would appear that they took the opportunity to try and bully the guests into leaving while keeping the profits from the money that had been paid for things that were not delivered. We complained to the Weatin on our return but, unsurprisingly, we have received no response. In short our stay at the Westin has left us with a bad experience of Costa Rica which is a shame as its a beautiful country but in light of the above, we have to question the honesty and integrity of this hotel chain which we would be very reluctant to use again. We now face a battle with Tui to try and recover the money that we paid for an expensive holiday that was not delivered in any way, shape or form. TRIPADVISOR.COM USER
Great time at the Westin
Apr 13th, 2020
This was our second time to CR and we picked the Westin for our stay. The resort isn't too big so it was easy to get around. There was a lot for teens and kids to do. The staff was excellent and answered any questions we had. Jet ski rental was right on the beach but be aware that the beach is ALL public access (the whole country is public access when it comes to the beaches). The Westin did have security right at the access but there were no issues going to the beach. The food was great - make reservations as soon as you get there. The bad - COVID 19 caused the resort to shut down the day after we left. BUT we plan to return when this all settles down. Personally, I spend a little more on these all inclusive resorts to guarantee a great time and we're the average American family - the Westin didn't let us down. TRIPADVISOR.COM USER
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