Q328LOronh
Google
Our family booked a four-night stay at the W, excited to explore this secluded property nestled within a nature reserve — and the property certainly did not disappoint.||From check-in to valet, every member of the staff exuded the warm Costa Rican hospitality we had hoped for. I’d especially like to recognize Guillermo at the Wet Deck. His tireless work ethic, attentiveness, and remarkable awareness of guests’ needs truly stood out. That kind of intuitive service can’t be taught — he is undoubtedly an asset to the W.||That said, I’d like to share an aspect of our experience that fell short of expectations — in hopes that it helps future guests better prepare. One important detail that was not made clear to us at booking or check-in is that the beach on the property is public. While teaching my son to boogie board, I was unexpectedly attacked and bitten by wild dogs. It was a terrifying experience that could have been much worse.||It’s also worth noting that many guests bring their own pets to the property, making it difficult to distinguish between pets and strays. Initially, I was very disappointed by how the situation was handled by management. Instead of compassion or immediate assistance, the response I received from the GM’s team centered on legal disclaimers — namely, that because the beach is public, the hotel is not liable for any injuries and would not cover the cost of a tetanus shot.||In moments like these, the priority should be the guest’s safety and wellbeing — not legal disclaimers. After prolonged discussions and delays, management ultimately arranged transportation to a local hospital for necessary medical attention. Still, this incident consumed nearly an entire afternoon of our four-day stay. Reaching the General Manager, Stephanie, proved difficult as I was told she was on vacation. ||Despite this experience, we did our best to make the most of the remaining time and still managed to enjoy parts of our stay. My hope in sharing this review is to inform future guests: please be aware of the public beach status and remain alert, especially if you have children.
