AC Hotel San Jose Airport Belen

The room was good quality, and we all enjoyed dinner. I picked this Marriott for its airport location and shuttle, and because the property and restaurant looked nicer than the other nearby Marriott options. We stayed one night after a week in Monteverde. The site and app say the airport shuttle is complimentary and available on request. That’s true, but they don’t mention that it doesn’t run around the clock. I only found out at check-in that service starts at 7:00. Since we needed to be at the airport at least 3 hours early and our flight wasn’t within two hours of the shuttle start, our choices were a $20 taxi or risking missing the flight. The hotel arranged the taxi, but the omission still felt misleading. Friends at other hotels nearby said they didn’t have this limitation. The taxi situation was frustrating. Keep the schedule in mind if you book here for the shuttle, and be ready to pay extra for a taxi if you have an early flight.

Genesis at the front desk was so kind, Angela kept our room spotless and was always helpful, and Evelyn welcomed us each morning with a lovely smile. Tatiana made breakfast more fun with her personality, and Enrique really was the best bartender. Special thanks to all of them. My boyfriend and I stayed a few weeks ago and had an amazing time. The hotel is beautiful, the décor is perfect, and the location is great. Above all, the warmth of the staff made us feel welcome. We’ll definitely come back.

The hotel itself was nice, and most of the staff were pleasant, but my room upgrade was a major disappointment. I used a Nightly Upgrade Award (NUA), then got an email 5 days before arrival confirming a terrace room. At check-in things seemed fine, but our room had no terrace, so we carried our luggage back downstairs thinking there’d been a mix-up. The desk said the hotel was “full” and couldn’t give us the room they’d confirmed. The replacement “upgrade” was a 4th-floor room, which wasn’t something I wanted or would have used an NUA for. I had to ask 4 times about getting the NUA back. Only after the fourth request did the front desk woman speak to her manager and tell me it would be refunded. I hope that happens, but so far I’ve only had a verbal confirmation. If they’d explained at check-in that the confirmed room wasn’t available, I wouldn’t have been as upset. Acting like nothing had changed and hoping I wouldn’t complain isn’t a good way to treat a loyal Marriott customer. Check that you’re getting the room type you’re paying for. The coffee maker was broken too. Water ran underneath into the overflow area instead of filling my cup, and I’m concerned the maid will have a big mess to clean. I told the front desk at checkout, so hopefully it gets fixed for the next guest.

Service can feel like a transaction these days, but Leynor makes it personal and memorable. You can sense the tone he sets as soon as you walk in, and AC Hotel is fortunate to have him leading the team. I knew him when he was just starting out, so seeing him in management now is impressive. He still has the same energy and eye for detail, only at a higher level. People like Leynor are bringing hospitality back.