Verified
2/10 Poor
Apr 3, 2026
I did not check in due to listing inaccuracies and abusive staff. The address provided was inaccurate, leading me to the middle of a road rather than the hotel. The name on the listing was "Ocean Vista Tamarindo," but the building was actually "Residencias La Colina." When I sought clarification, staff belittled me, asking why I didn’t know where I was staying. A representative refused to look at my booking and asked if I was "stupid," eventually yelling at me to return at 3 PM and "be like the other 130 people."
I contacted Hotels.com and was initially promised a refund with a penalty fee. This was later retracted via email; the refund was refused while the fee was kept. I spent 4 of my 7 vacation days in disputes. The agent I spent 3 days working with suddenly did not exist any longer when I followed up.
A supervisor admitted he would expect a refund in my position, yet the request was still denied. Despite Hotels.com being the Merchant of Record with the authority to authorize a refund for an abusive hotel property and misrepresented property, no resolution was reached. My first day was spent finding new lodging. I plan to reach out to leadership at Hotels.com. I cannot recommend this property or this platform.
Adam
Adam, 6-night trip