A very disappointing experience! I booked the Barcelo hotel based on their offer to provide a free shuttle. The hotel is located around 13 km from the airport, so as you would appreciate, it is not that close. The day before arriving, I emailed to ask to get picked up from the car rental office. The agent, whose initials are (CH), replied within an hour, telling me that they only pick up from the airport. I replied immediately at 14:00 and did not hear back until late at night. By then, I was asleep. The second email from a different customer service agent stated that I had to book the shuttle 36 hours in advance. As I woke up early, I replied at around 7:00 am, stating that I was disappointed as I was not informed about the 36-hour policy. Also, it was not stated anywhere on the confirmation or on Expedia of the restriction. Additionally, I was disappointed that no one responded to me until late at night the previous day. As you would appreciate, we are traveling around the country, and the roads are not the most reliable in Costa Rica. I requested to be picked up at 11:00 am that morning and booked the following day shuttle back to the airport. The agent (CH), in a patronizing tone, responded that as per the email from her colleague, I should have booked the pickup 36 hours in advance and there was nothing else she could do because all the shuttles were full.
I was disappointed and responded to speak to the General Manager. At 10:30 while I was driving, another email arriv