Costa Norte Boutique Hotel

Day 1. We arrived to the hotel around 1130 am, we had called at the time of booking to inform the hotel that our flight landed early and we would like to check in early if possible. They stated we could stop by the hotel and check, so we did when we arrived they told us that we would have to wait until 3. We understood as we know accommodations aren’t always possible. We left our luggage and walked around, we returned 10 minutes before 3 and that is when the trouble started. It was a nightmare checking in. We had to call a number listed at the front desk and send in a picture of our ID in order to get the room details. Once we called and sent in the picture it took the lady (Carla) an extensive amount of time to get back to us. We had to reach out multiple times just to be able to get into the hotel. Once in the room, we realize that they had given us a wheelchair accessible room, when that is not what we paid or asked for. The room was nice and big but the bathroom, being designed for a wheelchair had no lock, a sliding door, a plastic curtain and only a hand held shower head, which if left in its stand only came up to our waist making it hard to shower normally. We called the number at the front desk back and asked if anything could be done. Carla again on the phone instead of being accommodating stated that this is what we had paid for. She then proceeded to offering us a smaller room that was not wheel chair accessible, stating that none of the suites which is what we originally paid for had regular showers. Which we know is not true since we have stayed here in the past in a suite with a regular shower, and we decided to come back because of the great experience we had previously. We ended up having to settle for the smaller room this time around with the regular shower because there is really no easy way for us to use the wheelchair accessible shower. We then had to wait an extra hour for that room to be cleaned. Finally when I asked if we would be refunded for the smaller room and bed that we down sized to because they didn’t place us in the right room originally Carla said no, because we picked the smaller room when we could of stayed in the bigger one. I tried to explain to her again what the problem was with that room and she wouldn’t let me talk, only continued to talk over me. I tried to explain to her that we’ve been here in the past and have stayed in a suite with a regular bathroom but again she only kept talking over me. Over all horrible customer service on Carla’s end. Very unprofessional and unwilling to help.