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2959 reviews
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Dec 27, 2024Highly disappointing / beware sushi buffet
My wife and I took our two boys (ages 6 and 8) here for four days. We left with one boy very sick and completely disappointed that this property had the Marriott name. Beware of the sushi buffet: My son (who loves sushi) got sick almost immediately after eating a bowl of overly salted miso soup and a bite of sushi (actually threw up in the hall trying to run out of the restaurant to a restroom), and the hotel still charged us full price for his consumption from the buffet. (My older son did not get sick from the soup but did have a stomach ache after the buffet.) When I inquired about why we had to pay full price for the buffet when all my son was able to eat was a bowl of soup before he got sick, the hotel manager (Andrey) said he would talk to the restaurant manager. When I followed up, he said that the restaurant manager said no one had reported getting sick — despite multiple restaurant staff witnessing the vomiting. The next day, when we asked for a slightly later checkout so that my son who was still throwing up and sick the next morning could rest and wouldn’t have to wait in the lobby of our next hotel, the request was denied. (Also if you have any form of food allergy, the buffet is especially dangerous as they only have one pair of tongs for all items on the buffet. So cross-contamination is unavoidable.) Other things that we found disappointing: To justify the add-on resort fee, the hotel claims to have paddle boards and kayaks available for use by guests and claims that these are included with the resort fee. In actuality, it appears that they have one paddle board, one double kayak, and one single kayak available for the entire hotel. If you are able to miraculously get a time slot where the equipment is not in use by another guest, you can use one (and only one) of these items for a 30-minute time slot, which is barely enough time to get the gear and and get into the water.
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Dec 22, 2024
The worst service in the world for what they charge!
I have come here with my 2 kids to spend our Christmas vacation. We are well travelled and been to over 100 countries and stayed in only 5 star resorts and hotels. Please take note of what I’m saying. In our first 24 hours, it’s been the worst nightmare experience u could imagine. For what is meant to be a luxury hotel, the service is awful. I love how normal hotels make things happen, just the small simple things but here everything is a problem. Anything I’ve asked for they say no or we can’t or not possible! They are useless! Only time they are good is when needing money. I’ve never complained about paying proper money for good service but I feel mugged off when having paid over the top for the worst experience ever so far. Don’t get me wrong, the grounds and pool and 10/10 but the way they run this hotel is beyond a joke. They make everything a mission and not helpful. Like one says go sports bar, then the sports bar says go somewhere else etc. No one takes responsibility here and don’t like working. Everything is a problem. Even getting them to order a taxi is like going to the moon! Maybe going to the moon would be easier. Like they are super slow to respond to any normal demands. I wish we hadn’t come here and wasted our Christmas and so much money on this overpriced place. They want to charge London prices for rubbish service why and how they can get away with this. I never write reviews but I feel robbed and the kids have been deprived of a great Christmas which is what they look forward to most all year long.
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Dec 17, 2024When staff give the extra mille
I have been to this hotel several times and it has always been a beautiful experience, but this time not only did we enjoy it but a member of the staff (Katherine Ramos, in charge of events) helped me with an issue since my 2 tires went flat and the Insurance company could only change one tire. She saw that I was alone with my small children and helped me solve it even though it was not even her role within the hotel. The customer service really went above and beyond what they offer and I hope this recognition reaches her. Thank you Marriot and especially thank you katherine for the help.
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Dec 09, 2024
“The Guest Experience”
Weeks before our arrival, Mr. Bernal Garro, Guest Experience Manager at Bahía de Herradura, ensured every detail was meticulously arranged to guarantee a memorable stay before, during, and after our visit, maintaining active and attentive communication to accommodate our requests. The hotel team is highly trained and incredibly friendly. From the moment we arrived, we received exceptional service from Thomas at the bell desk and Sharlyn Mora at reception. Our upgraded room, thanks to our status, offered stunning views of the Pacific Ocean and was impeccably equipped and spotless. The resort offers interactive activities that allowed us to learn more about the country and its local culture. The staff at every restaurant we visited (hostesses, servers, and even the chefs) were extraordinarily attentive and accommodating. The Sibú Spa stands out with its relaxation areas, arguably the best in the region. Additionally, we were impressed by the dedication of exceptional associates such as Tamara S., Andrey W., Axel or Alex from the Loss Prevention team, Don Sergio, and the entire bell desk team. A special thanks to the guide of the Iguana Tour, whose expertise and passion for teaching about the country’s flora and fauna were truly remarkable. We cannot thank Mr. Garro and the entire team enough for providing a first-class experience. Without a doubt, we look forward to returning in the future whenever our travels bring us back to this area. Pura vida! Caleb :)
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Dec 03, 2024November family trip
Beautiful hotel, but could improve basic services : 1) It claims to offer free paddle boards, bikes, kayaks. But 2 of 3 paddle boards were under maintenance, and the bikes were the worst I have ever driven in my life. The seats were basically metal with no cushioning, and could not be adjusted lower. We rode them for 10 minutes and came back and returned them, because they were uncomfortable and horrible. Hey Marriott management fix your equipment, and get better bikes. Also, provide a recommended bike route. 2) In addition, these free activities had to be booked for 3 slots - 9am, 12pm, 2pm only. So if you were free and the paddle boards, or kayaks, or bikes were not being used you could NOT use them. We went there at 2:15pm, and they refused to let us use the bikes though no one was using them. Really stupid. And we had to come the next day. Bad decision, as the bikes were horrible to ride on. 3) The picture quality in most of the wall TVs in Bar8 is terrible. There is only 1 TV that has good reception. Our waiter told us that management is cheap and does not want to pay for better reception on all TVs. 4) For a resort, the activities were pathetic for adults. The eco-tour was nice, but difficult to signup for, as it was booked most days we were there. In case Marriott is reading this, I'd suggest eliminating the programs that no one cares about, and increasing the frequency of the ones that visitors like - yoga, wine tasting, eco-tours, etc.