“Terrible service, terrible food, ok premises”
3
people found this review helpful
The hotel rooms are nice, some facing the ocean, very clean and new!
The service from Ricardo, the manager is terrible, as if this were his first customer service job, the rest of the staff are friendly but somehow they seemed terrified to be friendly.
Regarding the food... One day the choices for dinner were scrambled eggs or nicoise salad...
Not planning to ever going back because of the service
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Stayed December 2011
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
16 December 2011
There are many reasons for an owner NOT to respond to reviews - including lack of time, energy, Trip Advisor's long list of rules that make responses limited, blatant lies by upset people, etc.
However, when it comes to putting down the staff at La Cocotera without any reasons or examples, I take serious offense. The staff at La Cocotera are all hard working people who have received numerous specific compliments from many guests and are often positively mentioned by name. They are some of the warmest, friendliest and accommodating people I know and I have lived and traveled in many different places. If they seemed terrified, it might be because of what they were forced to deal with. I have seen hyper-trained staff at 5 star hotels go through the motions of customer service, but any manager or owner will tell you - to have staff that want to please and provide great service because it's part of who they are - well, no training can compare to that.
Our manger, Ricardo, goes out of his way to make guests feel at home and he does it from his heart, as do the rest of the staff. He has various customer service experiences, is bi-lingual and there couldn't be a better quality person managing La Cocotera.
Regarding our food...Besides breakfast, which is buffet style, there are ALWAYS 3 options offered for both lunch and dinner, not 2, and one is usually a local option that can include eggs as well as rice, beans, tortillas, cheese, banana, etc. We never just offer scrambled eggs!
Why some people would flat out lie is beyond me - but, unfortunately they do. Some of these people actually get a title such as Senior Reviewer with a little star above it as if they were someone with valid experience. Sometimes it's simply a case of quantity with no quality.
To this review, I say good riddance. We don't want you back, nor need your business. There's too many kind people out there who are looking for a beautiful location and great customer service. And, our staff aren't terrified of giving it to them. In fact, they really enjoy those people.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
