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Whether in business or personal relationships first impressions quite often determine the success of those relationships. In the hospitality industry, either a friendly welcome, or a kind and generous treatment offered to a guest almost certainly makes for a successful and lasting first impression. At the Sportsmens Lodge in San Jose, Costa Rica, it certainly appears making great first impressions has become commonplace.
I spent eleven days at the SL earlier this month. I was highly impressed with the accommodations, service, and assistance I received throughout my stay. My only regret was that I couldn’t stay longer and, with respectful apologies to Shakespeare, parting the SL was such sweet sorrow. I was comforted only in knowing that I would likely be re-visiting San Jose and the SL in September.
Sitting now on the plane flying back to the States, I look at the SL business card and ponder the meaning behind the card’s logo: "For the sportsman with true taste for elegance ...". That one word – elegance – clearly stands out. True, the SL accommodations are elegant. Every room – from the luxurious master suite to the relaxed standard size room – features stylish mahogany antiques, cable television, a clean and useful bathroom with shower, and, most importantly, an extremely comfortable bed. (If you’re wondering if I slept in every bed, I didn’t. But the ones I did sleep in were exceptionally comfortable. Believe me, no one I talked to at the SL was complaining about not getting a good night’s sleep.) Yet, I feel using the word elegance to describe only the physical accommodations seems incomplete.
Perhaps it is the overall atmosphere of the SL itself that gives the appearance of elegance. This is an easy conclusion to come to because when you first walk into the SL, you are greeted by a beautifully crafted stain glass window that opens into a courtyard filled with relaxing chairs and sofas – all positioned directly under a windowed-canopy that inexplicably draws you into the courtyard’s center. I and others spent many hours there reading, talking, or watching the numerous TV monitors that carried everything from sports to news. A lot of personal and not-so personal business was transacted under that canopy during my visit. One night I actually fell asleep on one sofa and, after waking, made the hard decision to walk to my room and fall into my bed.
Walking past the canopied area you enter the SL’s bar and restaurant section. There are many tables, chairs and, of course, bar stools. Sports memorabilia and fishing photographs line the walls. There is an excellent pool table and, again, numerous TV monitors. The bar and restaurant is very comfortable and you could, with little effort, find a quiet corner where you and your date could chat away. (I’ll save that story for another post.) The restaurant and bar offer a wide variety of food and beverages, all pleasing to the palate. I overheard more than one guest refer to the bar and restaurant as Cheers-like, where everybody knows your name.
Yet, even after considering the SL's accommodations and bar/restaurant, I still feel I am no closer to defining what elegance is. What else is left? The room prices? No, they are very, very reasonable. Nothing elegant there. Perhaps the SL’s proximity to the San Jose nightlife? A brisk walk or quick taxi ride to downtown San Jose is convenient but hardly elegant.
So, what is it? What is the defining factor that makes the SL so elegant?
Like the design of the SL business card, it occurred to me that the elegance I was trying to define really existed in the simple but extraordinary attention-to-detail service offered by the SL. This is the type of service that you rarely find. And when you do find it, you don’t forget it.
A couple of examples will bare this logic out. As with any vacation, I was excited to check-in my first night. Standing at the check-in desk that night was Ray. I was somewhat familiar with Ray since he was very helpful in setting up my fishing trip to Quepos. To my surprise, when I went to check in, I discovered I was a day early -- due to my scheduling error (brought on by an over-excited libido, no doubt) – so my room obviously wasn’t ready. Apparently subscribing to the old business school credo that the customer is always right, Ray didn’t even give me a chance to complain. (Darn it!) He said he would take care of it and, just like that, the next two nights I was upgraded. No questions! No additional cost! A friend forever.
Another example of this type of service occurred after my first night’s stay at the SL. I left my laptop plugged in overnight. The room’s desk had only one nearby electrical wall outlet with only two sockets; one for the desk lamp and one for my laptop. I also left out my digital camera with the re-charger plug dangling over the edge of the desk. Later in the afternoon, I sat down at the desk to log into the Internet (yes, the suite has an Internet connection!). I slipped my sandals off and slid my feet under the desk. I was surprised to feel something other than the rug touching my feet. So, considering I was new to Costa Rica, I quickly looked down and discovered an extension cord with two additional electrical sockets. It was either Maria or Vera who cleaned my room that morning and who had anticipated my need for a plug-in for my camera re-charger. That, my friends, is attention to detail.
Like most successful businesses, it starts at the top. There you will find Bill and Ray. Each make you feel like you are a frequent visitor to the SL even though it’s your first time. No false bravados with these two. Only truly wonderful expressions of sincerity and concern for your well being. Karina is Bill’s better half (sorry, Bill). Her effervescent smile and wonderful sense of humor is surpassed only by her natural beauty.
Wanda, who is usually at the front desk during the day, is best described as a beautiful smile wrapped in a human body. The whole time I was there, I never saw anything but a smile from her -- even when I impolitely disrupted her (I’m known to do that on occasion). And now Hazel is helping out at the front desk. She appears to share Wanda's gift.
I should mention that all of these people speak fluent English and Spanish which, as many of you who read this are aware, is very helpful in many situations.
At the bar during the day are Margie and Heidi. These two beautiful women tend the bar like it was their own, keeping it clean and running smoothly. They are quick to offer both jokes and laughter to any visitor in need of either. If Margie wasn’t married, well, again that would be another post. Violeta and Patricia continue the fun and laughter (and beauty) through the night and will surprise you every so often with some fancy footwork behind the bar. All these wonderful hosts understand both English and Spanish and, more importantly, are extremely patient. After about 3 or 4 nights, though, you can help matters considerably by holding up your room key when ordering a round or two so you don’t embarrass yourself with slurred translations of your room name.
Off to the right of the bar is the kitchen, which is the domain of Ariel (chef) and Leticia (cook). A variety of food is offered day and night and is prepared and presented in a pleasing way. My favorite? Scrambled eggs, toast, and bacon for breakfast and the huge chicken burrito the rest of the day. And I really mean huge burrito.
The rooms are kept meticulously clean and well-stocked with the usual amenities by both Maria and Vera. As mentioned before, they pay attention to the small things that make you feel at home.
If you’re worried about security at the SL, don’t be. The SL is very secure. The SL is located in a quiet part of San Jose, and at least one of the three security guards – Horacio, Jesus, and Gustavo – is present at all times. I would recommend you get to know these three amigos. I spent many hours enjoying conversations with them. They provide a unique perspective of the local life.
And, speaking of “unique†local life, I highly recommend you get to know “limousine†driver Gerardo Artavia (shameless plug: 398-2727). I guarantee you will learn a few Spanish words that are not easily found in most PDA translators. But before you head off to the San Jose nightlife with new words or terms Gerardo provided you with, I suggest you not repeat them until you receive a second translation. Spanish can be tricky and troublesome at times (chuckle). In other words, get the flacca on the word before using it (another chuckle). Jimmy, who also drives a “limousine†out of the SL, might also offer to help you with the translations.
So, even as I fly homeward, plugging away at this laptop, I have to admit my stay at the SL upholds the adage that first impressions are usually the best. I have also concluded that the word elegance can be applied to many things offered by the SL, but none more fitting than the friendly, four-star customer service and the extremely comfortable accommodations. Taken all together my experience with the SL has left me with a positive impression of Costa Rica and a desire to return as soon as is possible.
I highly recommend the Sportsmens Lodge for those who plan to visit Costa Rica for pleasure, business, or both.
Vida buena, vida larga, y abriga a amigos
As a side note, things can only get better when the SL expansion is completed sometime later this year. That’s right. More rooms (up to 24), more fun, more friendship, and, of course, more elegance.
Last edited by JDinCT on Tue Apr 26, 2005 5:44 pm, edited 2 times in total.
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It sounds too good to be true, but I hope to soon find out for myself. I wonder if your definitions of "elegance" would be similar to mine?
