We came a little bit late and checked in after 8pm. Nobody was there at the reception except one of the hotel maintenance guys so he helped us get into our Villa. The cable in one room was not working so the next morning they came to help and I found out that I made a mistake and booked to Villa's (but we were only checked into one). I asked if I could please have a refund and they declined. I understand if it's a busy part of the season but there were many vacancies and I found out because we came late they ended up booking our two original rooms we had reserved. The lady at the reception was very very rude. I am a business owner and I've been to costa rica 6 times and this the worst service ever. We ended up using one Villa for the whole stay at got charged for 2. The customer service is so "BAD" and the lady at the reception is rude I would never give them my business again. There are so many other better spots with "nicer" service that will be more welcoming. Hotels.com there customer service are very classy people and tried to help get our refund but these folks just don't understand business. Local's don't rent out these Villa's...Tourist do. The check out process was also a bad experience for us but one things for sure none of my friends and family will ever go to this place, we will take our business to the other hotels that actually have some class.