Hotel de Montaña Suria

Dinner was absolutely delicious and well priced. The server, I think it was Randall, was so sweet with our young son and even walked us out of the restaurant as we were leaving. We arrived late last night, and check-in was easy. The woman at the desk was very kind and flexible when we needed to leave at 5am. The hotel staff had three special ❤️ breakfasts ready and were waiting by our vehicle right on time. That level of service meant a lot. Thank you for all those thoughtful details. We'll be back at Christmas time.

After more than 13 years of using Hotels.com, this is the first time I've had a problem like this. The property itself is very nice, but the lack of coordination, accountability, and follow-up made for a terrible customer experience. I'd strongly suggest considering other lodging to avoid a similar issue. I had booked and prepaid through Hotels.com, but when I arrived at Hotel de Montaña Suria, they said they hadn't received the payment and wouldn't give me the room keys unless I paid again. I'd arrived late at night after a car crash, exhausted and just needing rest, so I paid on the spot. The next morning I checked my card and saw that both Hotels.com and Hotel de Montaña Suria had charged me for the same room. When I brought it up, Ariel, the front desk manager, told me to request the reimbursement from the online platform. Hotels.com requires an invoice from the hotel as proof of that second payment, but I still haven't received one, so I can't process the refund.

The only drawback was that the “mountain view” rooms don't have wifi. Hotel Suria is beautiful, with spectacular flora and fauna, great food, and incredible staff. The staff also helped me find good tours to see Quetzal, as well as a fruit tour farm.

I booked and paid for a particular room at Hotel de Montaña Suria, but was put in a CPL accommodation when I arrived. It was tiny and uncomfortable, and nowhere near what I'd reserved. I spent a miserable night and couldn't rest properly because of how cramped it was and how frustrated I felt. The whole thing felt misleading and deeply unprofessional. Management took no responsibility for what seemed like a bait-and-switch. If you care about getting the room and quality of service you paid for, I'd stay away. I don't recommend this hotel. Deception and poor service shouldn't be accepted, especially when guests pay for a specific experience.