We had a overnight flight so we're very tired when arrived. Waited 8 hours for our room didn't get till after 4 o'clock. Manager says this is normal :( We have never had this issue before. I realize check out was at noon. But as we were waiting since 8am, thought they could clean a room for us earlier than 4 o'clock. I started to get upset around 3 which is their normal check in time, because other customers were arriving and their rooms were ready.
Information about restaurants not informative were told of 2 but there were 3 a la cartes. Booking reservations for restaurants terrible. They said they were always full but in reality they were never full, when we did get in half the tables were empty and stayed empty. Yet they were turning people away. (The only restaurant we had great service at from the waiters was "the grill". Food you were allowed to order in was limited
Very poor service over all - felt like you were a inconvenience for many staff members. (Although a few were very good).
Drinks were not offered, you had to get your own. No bathroom close to beach - long walk. No drinks offered on beach - had to get own. Pool area small.
My husband caught a ride with a manager and he told him about our stay. He didn't seam to care.
Food was good if you like buffet I personally usually find food cold in buffets. But it was always cooked well and had good flavour.
We still had a good vacation at this hotel, but we don't think we received the service that we paid for
Comment from Hotel Management
Feb 8, 2017 by Jean Marie Prudencio, Hotel Management
Dear Jeanne, Although we are quite surprised and dismayed by the content of your review regarding your holiday our Occidental Papagayo, please rest assured that your comments have been taken onboard and revised by the entire Management team, however we would like to take this opportunity to clarify certain aspects of your review as a simple matter of exactness of the information reported. We regret your disappointment for being unable to check in upon your early arrival and understand reading your review that apparently you were not properly informed about the appointed check in time starting at 3pm, although it should be reported on the booking confirmation; at the hotel we always do our utmost to make sure our guests can check in as soon as they arrive, unfortunately during periods of high occupancy it may not be possible considering that check out is at 12md and our housekeeping staff needs to undertake a thorough cleaning of the rooms before assigning them to new arrivals. We understand reading your review that apparently you were not properly informed upon reservation that we have 2 restaurants à la carte, in high season by the occupation a third restaurant is enabled so it is not mentioned on any website, and the capacity of each restaurant is very limited for hours for 2 reasons, dishes require a considerable preparation time as well as properly studied how many people can be served per hour to be able to provide a good service according to the type of restaurant, we understand that at first sight the place seems empty, but it is for this reason. On the other hand we thank you for pointing out the kindness and enthusiasm of our staff, their friendliness and helpfulness being our hotels’ main strength. We appreciate the time you took to share your concerns.
Kind Regards, Jean Marie Prudencio