The property is beautiful but the staff needs better training.
We came home to over 60 army ants on our room’s floor where they were crawling out of the ceiling and the walls. In an attempt to resolve the issue, reception sprayed an obscene amount of Raid across the room rendering it uninhabitable due to the fumes.
When asking about a refund the woman at the front desk lied to us and said the Raid was non-toxic and ‘not to worry’. Trusting her, we returned, which quickly resulted in headaches, burning eyes, crawling skin, and more dead ants. We sat there, trusting, in a poison filled room.
After we could no longer bare it, we asked a second time for a refund. They responded with a room upgrade free of charge. In actuality it was a downgrade and cost much less then the original room we paid for. The next morning we asked the manager and same reception staff to refund the difference between the rooms which resulted in another argument…
Wild life is hard to control in the jungle, but lying to hotel guests and treating them poorly is not. The night reception and manager from February 6 - 7th should be spoken with by the owner. Hotel image is far more important than a couple $$.
The security guard who actually helped us was outstanding.