We paid for a garden view, but what we actually got was a view of a 8 feet high bush which was so close to our window that it blocked out most light and any view. The staff weren’t keen to resolve this as apparently that was ‘the garden’. The manager was conveniently in holiday and no one was left with the authority to resolve the problem. They finally offered to change our room in the last night of our stay, but so late in the day that if we had taken up the offer, we would have missed the trip we had booked. Hobsons choice. Really not what I expect for £300 per night. I wouldn’t book here again.

Nice place to stay

We were visiting the Cloud Forest and only spent one night. The room had a great sunset view, balcony, was clean, cozy while roomy, and in a good location with a friendly staff. Breakfast was ok.

Friendly helpful staff. Clean and up to date amenities.

While the room was good and the staff nothing less than extremely courteous, we remained outraged that in spite of us having a top room and the hotel at least 95% UNOCCUPIED, the hotel manger declined our rquest to allow my wife and I BOTH suitcase stands for our individual suitcases! Why would a super large room and nearly empty hotel not allow for us each to have a suitcase stand upon our incredibly strong request? We are seniors and I was forced to having to get down on my hands and knees to gather anything out of my suitcase having given up that one stand to my wife! It made no sense at all even after my pleading . . .

The room and the views

The room was clean and the staff was very friendly and accomidating

Very helpful staff

Good

WAAAAAAAAY overpriced. Very limited parking, staff at front desk was rude. Wait staff was pleasant. Required more money for another person to stay in the room -- charged another $115+ even though they did not eat breakfast. Food and drinks overly priced as well especially for this area. Would not stay again.

We hated our room experience! The room smelled like they used a cheap chemical cleaner like fabulosa to hide someone’s vomit! It smelled so bad I had to keep all windows open and couldn’t sleep! It had a gross used hotel body lotion in the bathroom, and I had to ask for new body lotion! The coffee maker didn’t work! We lost power and then the air conditioner stopped but was collecting water and it dripped all night long and woke us up on the 2nd night and then some water container from it was heavy with water and it fell down on to my face and it cut my face just shy of my right eyeball and it blead onto the pillow! I’m still in pain from it! I reported this to the front desk. The pillows were horrible and to add to all of it, they had sent us an email telling us it was MANDATORY we spend $70 per person on Christmas Eve for a horrible buffet dinner! My twin boys age 10 couldn’t even find anything to eat! They made me pay before we arrived! Her name was Maria! This hotel advertised they gave discounts for excursions and Allen charged us $129 per person for a $66 El Tigre Waterfall tour! He gave us poor communication and we had no idea what to wear or bring! He ripped us off! We do NOT recommend this hotel whatsoever!

Check-out took almost 30 minutes, which is something I have never experienced before. While the property itself is beautiful, the check-out process was extremely disappointing. The experience began with staff insisting that we owed money for photographs we never ordered, which we had in fact paid for directly to the outside vendor. After that, we were asked to wait an additional 15 minutes while housekeeping inspected the room. During this inspection, we were incorrectly accused of taking a robe. After 10 minutes of unnecessary discussion, housekeeping checked again and eventually found the robe and apologized, admitting it was a mistake. We paid a substantial amount to stay at this property. Attempting to charge us for items we did not take, and causing unnecessary delays at check-out, was a waste of our time and unprofessional. This type of treatment is disrespectful and unacceptable for a property at this level.

This hotel is open and inviting. When I entered our room, I immediately felt relaxed and and at ease. The bathroom is spacious and clean and hot water iss immediately available in the large, attractive shower.

Very nice hotel with good views

very nice and clean. beautiful view from the room. Staff was very friendly. not the best food experience though. other than that, we enjoyed it.

Everyone was incredible and very friendly and accommodating. Will definitely stay again!

Beautiful property with lots of green walking trails. Rooms are nice and well stocked. Staff was friendly and very helpful. They even pointed out monkeys in the trees to us.

We spent two nights in Ficus. Notable- The young lady working the front desk with long, dark hair and the wait staff in the restaurant at night. Both were super friendly and went out of their way to be fun and welcoming! Room- very clean and all the things worked well! Breakfast buffet- Excellent! Other food was good...except the pizza. A bit undercooked. Stick with local cuisine. The area is very hilly- expect to walk up hills. Shopping is a bit a way from everything. Tours- a very limited amount of excursions offered. We ended up going on a FB group and were able to find some things. End of June- expect some rain. We still went out and enjoyed all the things we wanted to do, no problem. View from the room- Plants could use a trim as they were hard to see past. wifi- excellent. Hot water- strong and plenty. Air-con- worked well. Snacks in mini bar- very over priced. Coffee maker- very nice and good coffee.

Excellent!

Phenomenal property and staff. Cannot recommend more highly. The sunset views were incredible and the staff made my family feel like family.