Nice hotel, terrible service
We arrived impressed to see that the hotel was clean and new looking (we found out later that the hotel is renovated regularly), but the service was the polar opposite of this. The hotels three restaurants weren’t particularly very good, and the bar staff seemed to penny pinch the beverages a lot. A few times we ordered gin and tonic and the glass was delivered with just tonic water in it and could not taste gin. Pina coladas also were seemingly inconsistent across the hotel, one was served that was totally different (it looked curdled) and didn’t taste right yet we were assured it was the same drink. We sent it back but we’re still charged. In the spa, the massage is so heavy handed, they bruised my wife terribly. We see other reviews on our return reporting similar, one even saying they broke her rib. Not what I would have expected from a “Pain relief” massage. I could not recommend this hotel until the staff undergo some heavy retraining and the management unwilling to deal with it has been changed altogether.
Hotel Botánico
Thank you for sharing your feedback. We regret that your public review does not accurately or fairly reflect the actual course of your stay. Throughout the visit, every issue that was raised was addressed promptly, with direct involvement from department managers, continuous follow-up and exceptional compensatory measures, including full refunds of services, complimentary products and additional gestures of goodwill. The spa matter, in particular, was handled with the highest level of care and is fully documented. The treatment provided was the one requested after the guest declined gentler alternatives recommended by the therapist, which were declined. Nevertheless, the treatment was refunded in full, further complimentary services and products were provided, and our team checked in repeatedly during the remainder of the stay. Regarding bar and restaurant service, all beverages and dishes are prepared according to established standards (with the use of jiggers). Any concerns raised were reviewed in person by senior staff and explained at the time. Presenting these resolved matters as systemic issues does not reflect what actually occurred. As for the final handling of the account, we regret that we did not agree with your opinion upon departure. The hotel acted strictly in accordance with standard operational and legal procedures, maintaining professionalism at all times, even in the face of conduct and language that were inappropriate in shared public areas. We respect every guest’s right to express an opinion; however, it is equally important to clarify that the hotel fulfilled its obligations in full, acted diligently and provided solutions well beyond what would normally be expected. For these reasons, we do not agree with the conclusions expressed in this review. We remain committed to the high standards of service appreciated by our guests. Hotel Botánico & The Oriental Spa Garden