Hotel Tortuguero Beach

A great hotel located right in the middle of Tortuguero. The staff was so helpful during our stay and the food was excellent! If you stay here, you must get a massage-it was one of the highlights of my 2 week stay in Costa Rica!

Service was great, rooms were clean, the grounds were well maintained. Unfortunately, you can't swim at the beach because of the strong currents, but the beach is nice.

Location in Tortuguero is perfect, quiet and in the middle. Great garden and swimming pool. Breakfast is good. Service is less as in room 4 the wall plug was not functioning, so no charging and no lamp, so after turning off the lights you'll have to feel your way back to your bed. I reported this to the reception, but two days later nothing had changed and no feedback.

AVOID THIS HOTEL! Our stay was unacceptable and the lack of customer service made it even worse. Despite multiple requests prior to arrival our two rooms were not placed together. At check-in, we waited over 45 minutes while staff attempted to resolve the issue. While frustrating, that was minor compared to what followed. Our first room had a leaking air conditioning unit that soaked our belongings while we were out. We were moved after multiple requests with no apology. The new room had no hot water for the remaining two nights. We reported it immediately and repeatedly, but nothing was fixed. For both of these issues, staff member, Leo came to our room and confirmed the bed and our belongings were soaked and that the hot water was never fixed. We requested to check out early and receive a refund for the unused night which was denied. We also asked to speak with a manager/owner multiple times over 3 days and were told he was unavailable and not returning the staff phone calls/texts. The property itself was chaotic: dogs barking daily at 5:00am, staff members’ children unsupervised in guest areas including the pool, broken fixtures that went unrepaired, poorly managed food service, and long waits for basic requests. There were no Do Not Disturb signs, extremely thin walls and even the in-room safe didn’t work. They also had no first aid kit available or even basics like a band-aid. When we escalated, we were told only the owner could help but they couldn’t reach him. After multiple follow-ups post-stay we were told no partial refund could be issued due to policy. The owner then falsely stated that they had resolved all issues when nothing had been resolved. This is an overpriced, unclean poorly managed property. If you value basic comfort, cleanliness, and accountability, avoid this hotel.