I read they cancelled some reservations so I contacted the hotel and received assurances they would re-open on time. We booked flights and today I received the cancellation notice from AltaGracia. We'll get a full refund, but we will be out the $400 in airline change fees (plus fare difference if we alter dates/location). Just a poorly executed transition and very poorly communicated. I will not stay at an Auberge resort again. Note, I selected date of travel as Oct 2019 as I could not save review without saving. Actual trip was schedule for December 2019.
The resort is amazing, among beautiful nature, on top of the mountain, super views and big and comfortable suites, like small houses. Service is beyond good and people very kind. Food was excellent in all of the restaurants, pool area very relaxing . Highly recommend
Incredibly disappointed with this property and the operator, Auberge Resorts. They cancelled our reservation 3-weeks before we were supposed to arrive and gave us no consideration. The cancellation was a business decision on their part due to a change in ownership, and because it was entirely within their control they should have compensated guests for ruined plans, plane tickets, etc. We had time off work scheduled, a babysitter scheduled to watch the kids for 5 days, and non-refundable international flights booked. They did not care it was a personal and financial burden on us, and only offered to refund the hotel stay (which took several weeks) or change the dates. They refused to do anything to compensate us for financial losses on flights etc due to their business decision. The worst was that I only found out about this cancellation when I called them. A luxury resort operator that won't even bother to contact guests they are cancelling the reservation 3 weeks out? I can only assume this is indicative of the way Auberge Resorts treats their guests in all respects. Never again for me. They've lost a customer for life. On a positive note, if you're in the area, check out Nayara Springs, Four Seasons or any of the other wonderful resorts in Costa Rica that actually seem to care.…
My advice - stay away from this resort until well after the ownership change and then see what reviews it gets. We have a reservation scheduled in September 2019 and have been unable to get a response to multiple emails and phone calls. We have some basic questions about activities and NO ONE has answered these very simple requests. They may be closed for the moment but should have people there is respond to future guests questions. We are VERY frustrated and are seriously considering cancelling our stay. It is ridiculous!
Same situation as previously stated. Our family vacation was cancelled within two weeks of planned arrival. Had to find another place last minute as we already had our plane tickets. So disappointed in how the situation was handled. Refund request has been impossible.