Ratings based on 424 Verified Reviews

They paid and stayed. We double-checked.
3.6 out of 5
69% of guests recommend
3.8 Room cleanliness
4.0 Service & staff
3.7 Room comfort
3.6 Hotel condition
Expedia Verified Reviews
They paid and stayed. We double-checked.
3 out of 5
by A verified traveler

Great views and that's about it

Posted Jun 27, 2016
Pros: the rooms were clean and the grounds had great views
Cons: The policy on the specialty restaurants needs work.
Location: We did tours through the guest services desk as well as through tour guides on the beach. I do not think there was a difference in quality
The grounds are beautiful. The lobby area and pool are clean and the views are really impressive. Unfortunately that is about all this hotel has going for it. Lets start with the food. La Buffet is the open for breakfast, lunch and dinner. There is minimal variety from day to day in breakfast but overall we were satisfied. Lunch was okay, no complaints. The dinner buffet was good because each night a different style food was served. Although I think there could be more food offered. There was not much selection i felt. But overall for buffet food we were satisfied. The snackbar by the pool was decent. We had hot dogs and pizza. I wouldn't recommend the pizza. There are 2 specialty restaurants - we were only able to eat at The Italian. We enjoyed the food and the ambiance. However reservations were extremely hard to get. And depending how long you stay at the hotel, there is a limit to visit at the specialty restaurants. The room was clean and modern. We were happy with the rooms - except the lack of English channels offered (only HBO). Shuttle service at the hotel was key since there was a lot of walking depending on the room you were staying in. The beach area is public with private access from the hotel. we enjoyed the beach but the tour guides were a little aggressive. I think the worst part of this hotel was when we were leaving. We had hired a company before coming to provide transportation as we were traveling to different places in Costa Rica. The hotel would n
Comment from Hotel Management
Jun 29, 2016 by Mr. Jean Marie P General Manager, Hotel Management
Dear Guest, Thank you very much for taking the time to share your thoughts with us. We wish they had a better experience at our hotel and that is why we take note to improve the points were not to his liking. Every day we strive to provide an exceptional experience to our customers and it is clear that this time we could not reach our goal. We would appreciate to give us another chance and you can be sure we will try to do everything possible to have a great experience in our hotel where many guests have already had the chance to enjoy.Kind Regards, Mr. Jean Marie P General Manager
3 out of 5
by A verified traveler from virginia. USA

nice beach, amazing view,rooms need improvement

Posted Jun 27, 2016
Pros: The beach
Cons: The rooms, bar/snack service and rest rooms near the beach.
Location: Not much all is far
Staff very nice and helpful. excellent beach, food was good. Rooms need improvement.
Comment from Hotel Management
Jun 27, 2016 by Mr. Jean Marie P General Manager, Hotel Management
Dear Guest, We appreciate the comments made. Our goal is to not only meet customer needs but exceed expectations. We thank you for your opinion and we assure you that we are taking the action.Kind Regards, Mr. Jean Marie P General Manager
4 out of 5
by A verified traveler

It was nice

Posted Jun 25, 2016
It was nice and everyone was friendly. Need more shutters during peak hours.
Comment from Hotel Management
Jun 27, 2016 by Jean Marie P General Manager, Hotel Management
Dear Guest, Thank you for taking the time to write about your recent experience. For us your opinion is very important because we work for our guests. We are happy to hear that enjoyed all the facilities offered by Occidental Papagayo. With regard to your suggestions we will consider to improve the points indicated.Kind Regards, Mr. Jean Marie P General Manager
4 out of 5
by A verified traveler from new York City, ny

Nice view, staff are good Cesar, anoela in front

Posted Jun 22, 2016
Experience was good, manager is good. Noela, cesar in loby super nice. Carlos server is good. Hotel has nice view, buffet needs upgrade. A la carte dinner superb, Italian. Hotel needs more variety of food and drink
Comment from Hotel Management
Jun 23, 2016 by Jean Marie P, Hotel Management
Dear Guest, Thank you for taking the time to share your recent vacation experience at Occidental Grand Papagayo. We are so pleased to read that you had a great time and appreciate all of your feedback. . We are glad that our staff contributed so much to your stay. I`ll pass along your kind words to all of them. We have taken your comments on board regarding food & drink variety. It was our pleasure to attend you throughout your stay and we do hope we have the pleasure of welcoming you back here in the not too distant future. Kind Regards, Mr. Jean Marie P General Manager
5 out of 5
by A verified traveler from Chicago

Wonderful resort in a picture perfect location!

Posted Jun 6, 2016
Pros: Beautiful resort with lots of activities.
Cons: The only negative is the speediness of staff to address issues.
Location: I did not venture out of the resort as I was quite pleased with the activities they had to offer.
I had a great experience and plan to go back soon!
Comment from Hotel Management
Jun 14, 2016 by Mr. Jean Marie P General, Hotel Management
Dear Dionne, Thank you for taking the time to share your experience of Occidental Grand Papagayo. We are pleased that our staff contributed so much to your stay. We hope to welcome you back very soon. Kind regards Mr. Jean Marie P General
2 out of 5
by A verified traveler from Texas

No way this is 4 star!

Posted May 27, 2016
4 star hotels have working sliding glass doors to your patio. The faucet in shower isn't falling out of the wall! You don't wake up with a 3 1/2 " SCORPION in your bedroom! Enough said!!!!! PS There are only 2 places on the whole resort that you can smoke. My husband is a smoker, but he doesn't smoke inside, but only have 2 places on the whole resort is not very guest friendly.
Comment from Hotel Management
Jun 2, 2016 by Mr. Jean Marie P General, Hotel Management
Dear Guest Thank you for taking the time to share your recent vacation experience here at Occidental Papagayo. We appreciate your comments and your feedback is important to us in order to improve our services we offer to all our guests. We regret that we did not meet your expectations on this occasion and we are investigating as to why our Maintenance team did not receive the correct reports regarding of your problem in the room. As to the areas of smoking according to law in Costa Rica 9028 smoking is prohibited in public. We do hope that we may be granted another opportunity in the future to provide you with the vacation experience so many of our guests have come to enjoy. Kind regards, Mr. Jean Marie P General
5 out of 5
by A verified traveler

Beautiful property, amazing sunrises and sunsets!

Posted May 18, 2016
Loved our experience. The beach was great. Refreshing temperature, clear water, and clean sand were the perks. Snorkeling was nice, but I had a better experience across the gulf from the hotel beach (Sunset tour with Team CRT.) We had difficulties reserving the hotel's kayaks mostly because of timing around the tide and the dangerous rip. Swimming with the rip was fine. The pool was hot and popular, but not my thing. The food was decent, but not my favorite. Service was great.
Comment from Hotel Management
Jun 12, 2016 by Idania Brenes C, Hotel Management
Dear Guest Dear Guest Thank you for your loyalty to re-elect Occidental Papagayo for your recent vacation, also for taking the time to write such a positive comment regarding your experience in our hotel. It was our pleasure to attend you throughout your stay and we do hope we have the pleasure of welcoming you back here in the not too distant future. Kind regards and best wishes from us all. Mr. Jean Marie P General Manager
2 out of 5
by A verified traveler

Nice beach...

Posted May 15, 2016
Nice outdoor area, grounds, bars and pools. The food at the buffet was terrible except for breakfast, only two restaurants and reservations are hard to get. The Asian fusion restaurant is decent. Room service food was the worst I have ever seen. Only one smoking area up about 50 stairs, not allowed to smoke on your own balcony. Paid for an ocean view and got the pool with a sliver of ocean beyond a lot of trees. Our room smelled like mold and they definitely don't clean every day. Hotel staff is friendly and does a good job to correct issues that shouldn't happen in the first place. The hotel is built into a significant hill so some people had to take a shuttle to their rooms, and the pool and beach are down a lot of stairs/kind of far. Beach itself is really nice but not private so there is a lot of soliciting at the hotel path entrance. Mid twenties, female, went with friends.
Comment from Hotel Management
Jun 9, 2016 by Idania Brenes C, Hotel Management
Dear Guest; Thank you so much for send us your review, we sincerely apologize if your experience at Occidental Papagayo was not up to your expectations. As our brand promise, the last thing we want is for our guests to leave unhappy. Your experiences are in no way representative of the usual positive feedback we receive and the high standards we aspire to. We already share your comments with our staff in order to improve every aspect mention. We truly value your feedback, and hope you will give us another chance to show you the true level of service our hotel is capable of. Sincerely, Mr. Jean Marie P General Manager
2 out of 5
by A verified traveler from MA

overall stay itinerary number 1110723486230

Posted May 14, 2016
Pros: Very pretty and the staff always tried their best...just not enough staff.
Cons: Need ac in restaurants; better variety of food; more staff; rooms need work; beach what beach...if it was high tide forget it.
Location: Palo Verde National park was wonderful...and I suggest that you go to the beach to see Team CRT to book any and all excursions..they are wonderful.
this is by no means a 4 star resort as I am hard pressed to rate this a 3. First of all our itinerary was based on 4 adults 2 rooms and when we checked in we were in building 1 and our friends were in building 2. We asked about this and was told well we are close. Us being in one building and our friends in another is NOT close! I kept on pushing this but that is what we kept hearing and we were told that it was Expedia's fault as you did not tell them to put us near each other. Well I called you (expedia) before our trip about making sure we were close to each other and was told that I had nothing to worry about as we have on itinerary number. So who is to blame for this? Now to our room: First the sliders never, every locked which was not reassuring. Had to call twice as we would not have face cloths and hand towels when we got back to our room. Never had our box of Kleenex replaced until the day before we checked out Restaurants: there are only 2 small restaurants which is very hard to get and you could only make reservations from 8 am until 3 pm as that was the only time the 'guest service' desk was open so if you did an excursion forget it. And there was no a/c or if there was it wasn't really working. Buffet: was ok but pretty much the same food just called it different theme nights. Pool: was ok but no shade as there really wasn't enough umbrella's. Have a lot more to write but I don't have enough characters. Overall staff was great just short staffed
Comment from Hotel Management
May 19, 2016 by Idania Brenes C, Hotel Management
Dear Guest, On behalf of Occidental Grand Papagayo team we deeply thank you for sharing your experience with us. We beforehand apologize to you for not meeting your expectations in regards to our services overall. We have taken your comments on board in order to improve our customer service. We are working hard with our team in order to be more efficient. We truly value your feedback, and hope you will give us another chance to show you the true level of service our hotel is capable of. Kind Regards, Mr. Jean Marie P General Manager
4 out of 5
by A verified traveler

Great Staff! Good All-Inclusive

Posted Apr 16, 2016
I will start this review by saying my husband and I are first timers to Costa Rica, and first timers to an All-Inclusive resort. While we enjoyed our stay, we've come to the conclusion that all-inclusive resorts are not our thing. This is not a reflection on the Occidental Grand Papagayo, however, just our personal travel preference. Even with the small issues that did arise, they were of no fault of the staff, and the staff was always friendly, quick to help and always had a solution. The Costa Rican people are very friendly and welcoming always, they take pride in their Country, and in sharing it with others. We hope you find this review helpful. Service Very friendly staff: Carlos, Noelia, David, Harry and Rueben were the best during our stay. The property is very spacious with the buildings spread out, but there is a shuttle cart that runs around the property to take you to and from the buildings, or if you don't mind the exercise, you can walk. The resort had Wi-Fi, however it seemed to work the best in the Lobby. Our third night (of 9 nights), the Wi-Fi stopped working in our room, and wasn't fixed until four days later (while frustrating, we kept in mind we are in a third world country and their resources aren't as vast as the United States). We had a few small issues while there, however the issues were not the fault of the staff, and the staff were very quick to find a solution. Our first room smelled like sewage, so they immediately moved us to another room and i
Comment from Hotel Management
Apr 18, 2016 by agerencia@cr.occidentalhotels.com, Hotel Management
Dear Guest; Your feedback is important to us. We are striving to not only meet but exceed our guest expectations when they visit us.On the other hand I feel very sorry for all issues you had during your stay. We appreciate the comments you have made and rest assured we will work to improve in the areas you have mentioned, Thank you for taking the time to write your review. We hope to see you here with us at Occidental Hotel Grand Papagayo soon. Kind regards, Mr. Jean Marie P General Manager