Hotel Tortuguero Beachfront

The gardens and surroundings were beautiful, and the pool was gorgeous. The rooms were outstanding too. The staff were warm and friendly, and made a real effort to make my husband’s 60th special. Thank you for going above and beyond 😊 x

Avoid this hotel. Our stay was unacceptable, and the poor customer service made a bad situation worse. Despite several requests before arrival, our two rooms weren’t together. We then waited more than 45 minutes at check-in while staff tried to sort it out. That was frustrating, but minor compared with the problems that followed. The air conditioner in our first room leaked and soaked our belongings while we were out. After we asked several times, we were moved, without an apology. The replacement room had no hot water for the remaining two nights. We reported that immediately and repeatedly, but nothing was done. Leo came to our room and confirmed both that the bed and our belongings were soaked and that the hot water was never fixed. We asked to leave early and get a refund for the unused night, but were refused. Over three days we asked several times to speak to the manager or owner. Staff said he wasn’t available and wasn’t returning their calls or texts. The property felt chaotic: dogs barked every day at 5:00am, staff members’ children were unsupervised in guest areas, including the pool, broken fixtures stayed broken, food service was poorly managed, and basic requests took a long time. There were no Do Not Disturb signs, the walls were extremely thin, and the in-room safe didn’t work. They didn’t even have a first aid kit or basics like a band-aid. When we escalated the issues, we were told only the owner could help, but staff couldn’t reach him. After multiple follow-ups once we got home, we were told policy meant no partial refund. The owner then falsely claimed the issues had all been resolved, when none had been. This was an overpriced, unclean, poorly managed property.

The hotel is near Tortuguero National Park, and getting there requires a riverboat or a small plane. The facilities are nice and close to the Caribbean beach, though trees block the view. There was a lot of seaweed, palm leaves, and old coconuts on the beach.

The rooms were clean, the grounds were well looked after, and the service was great. The beach is nice, but the currents are too strong for swimming.