2/10 Terrible
Verified traveler
Traveled with family
Apr 9, 2025
Disliked: Staff & service
Horrible Customer Service: Gina Sepulveda
Gina Sepulveda, operations manager, was the most rude, hostile employee our family has encountered in all of our travels. We had reservations and plans for months largely due to traveling with a disabled daughter. We traveled from the US and upon arrival at the hotel gate Gina stopped us and told us that we were not allowed on the property. That my family of 5 needed to make other arrangements due to the fact that we had a 12 year old, not their 13 year old minimum age policy. NO ONE had communicated this policy to us once during months of prior communication to set up spa treatments, wheelchair access, etc. My girls were told to go sit to the side while we waited 45 minutes to speak with the hotel manager. My 12 year old was in tears because she was made to feel like this was all of her fault. This treatment by Gina Sepulvedo was cruel, aggressive, and the opposite of "Pure Vida". Costa Rica is a beautiful place and we had a wonderful experience until this heartbreaking and humiliating encounter. Our last night of vacation. Gina, you should be ashamed of yourself and Amor Arenal, you need to do better. Customer service and how you treat people is everything.
Fortunately, the Springs Resort welcomed our family last minute and treated us with the same kindness and hospitality we had been shown throughout Costa Rica.
Verified traveler
Stayed 1 night in Apr 2025
