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The hotel and amenities itself were great and so was most of the staff. We really enjoyed the pool, Antigua restaurant, views, driving range, fitness center and proximity to the airport. Though the majority of the staff were great, there were three incidents during our 5 night stay that really disappointed us. Two were in the executive lounge. I won't bore you with the gentleman who lied to us on Friday evening about the actual prices of the wine on their menu. Nice guy and I actually gave him a $10.00 cash tip and he turned around and charged us double than what he told us he would. On Sunday March, 29th, 2015 we showed up at the executive lounge around 5:20 (It supposedly opened for drinks and light food at 5:00). The young lady working in the lounge hadn't put any of the food out yet. No problem, we weren't there for the food, we wanted a glass of wine and perhaps a few crackers and cheese. She told us we would have to wait for a drink until she put all the food out. Again, no problem. There was another family in the lounge and no one else was in the joint. She served them drinks after we arrived and asked for drinks but was told we had to wait. Okay, still no problem, perhaps they arrived at 5:00 and she thought they had waited too long and wanted to make it up to them. We sat there for 20-25 minutes while this lady and one helper slowly put the food out. During this time, several people arrived and were waiting for service as well. I assumed that when she was ready to start serving drinks, she would take ours first as we had been there the longest without being served. Nope, she started serving tables that just arrived while we were going on sitting in this small lounge for a half hour by now. I had to say something at this point and she just said, "I have many things on my mind". You would think at this point that she would come over to our table, apologize for the lengthy wait and take our order. Nope, she disappeared in the back room and 5 minutes later sends her helper to take our order. We ordered the large glasses of wine and he brought us over the small glasses (considerable price difference between the two) and then proceeds to charge us for the large ones. At this time I asked to speak with the hotel manager. Long story short, he came up, apologized and said the drinks were on him. Classy move by management but this young lady never once came over and apologized for her defensive, incompetent and lousy service. We actually stayed there for a while and she never once came over to our table. I would have fired this sniveling inept employee on the spot.... Later, we put our son on one of the hotel vans that compete with the local cab service out front to go back to the college he's currently attending in San Jose. I told the guy at the front desk to add the charge to our room which he gladly did. I saw him asking the van driver who works for the Marriott for an invoice and handed it to me. The charge was $35.00 and I knew that was accurate because that's the same amount we were charged when we took the same ride 2 days earlier. I found out last night that the driver charged my son on arrival the full fare again.
Carolina at the front desk was wonderful. Patient, helpful and pleasant. When we arrived our Kayak booking had not been arranged by Kayak. It took almost an hour on the phone to get things straightened out.
Clean and staff was very friendly. They charge for internet in the room but not by the pool. I think in the level of a hotel internet should be included in the room. Also should include at least a bottle of water or two in the room at no extra charge. They also need more staff at the breakfast buffet on the weekend, long line for the eggs and had to ask to have potato and bacon refilled.
Upon traveling by bus all day to San Jose for my flight out the next morning, I get to the airport to call for my hotel shuttle... and am told there are no rooms for me, the hotel was overbooked. It's 8pm and I'm tired and hungry - the receptionist tells me to come to the hotel through their shuttle and they'll help me find another room. After waiting longer than she said it would take, the shuttle finally arrives and takes me to La Riviera. The lady at the front desk is nice and tells me that they've gotten me a room at comparable hotel right behind theirs. By the time I am finally shuttled over there and checked into my room it is nearly 10pm - too late for me to mess with any other arrangements for a room upon discovering that the room is NOT comparable in any way!! La Riviera looked nice with AC, flatscreen TV, a pool, free breakfast, style... my 'comparable' room, which was two dollars more even, was a hole-in-the-wall hotel down pretty much an alley. The room was a mess with multiple beds (one a bunk bed), AC or TV didn't work - it was a local family room - and no offense to that, but it was a room I'd NEVER pay $70 in Costa Rica for! I signed up to pay that amount for a nice, classy looking room in a hotel with gardens and ambiance! I felt taken advantage of and ripped off, and upon expressing this to the lady at the new hotel was met with nothing but the offer to find another room. Really?! It was too late and I was exhausted!! I wish either Kayak or La Riviera wouldn't have overbooked their rooms OR the lady would have been honest about the 'comparable' room so I could have found another at the airport before being shuttled to their nook in the huge city and essentially locked in at a late hour. This hotel looked super nice, it's a shame! I would never stay here though because of this experience.
Free airport shuttle 24/7
We've stayed here before and things were better then. This time we reserved a crib ahead of time, and when we arrived we were told that the crib is on its way. 30 minutes passed and still no crib and no word from anyone. I called reception again and they said that the crib was not coming anymore since they didn't have one for us anymore. They didn't offer any solutions, just said no crib. I asked if there is a small bed they could wheel into our room and finally they agreed. Also there were a few blood stains on our bedsheets. Gross. I told all of this to reception when we checked out but they showed no concern.
I have enjoyed staying there for the last 3 years and will continue staying there I enjoy the Casino and the staff there I don't have anything to say that I didn't enjoy
The hotel staff was excellent with communication and accommodating my needs. The rooms were spacious, spotless, and well stocked with necessary items. The hotel is a bit secluded and not within walking distance of anywhere, really.