www.CostaRicaTicas.com

He is owed an apology and to just say a free upgrade on your next visit an insult ? I say yes . How do you know he will make a next visit ? Try that after such a mistake on a capacity weekend in town ? You Phuked the guy up thats what you did human error or not . Free room for 2 nights maybe but a free upgrade ? Give me a break. They need to send that man the money he spent on his first day at the other Hotel back since the boss made the mention of a comp. . Yes all humans make mistakes and generally a mistake will cost you money not just lame excuses. What did he say about people taking things to extremes something like that. Instead of Matt saying we made a mistake he throws Rudy under the bus. Hell of a boss . Just an observation . I also think 6 months back when Rudy made the res . rooms were available you are telling us 6 months ago you were booked solid for Superbowl Weekend and Rudy did not know ? Come On ! Again I say hell of a boss blame it all on Rudy. Insulting ? Look in the mirror my friend. Uncle H.

For the posters, you have your opinions, and I respect them. For newbies/lurkers, my recommendation is that if you receive bad service, bring it to the owners attention as soon as you can. In the hospitality industry bad service should not happen ... but it does. My experience with LaA, SL, and HLH is that the owners and staff (props to Rudy) are invested in making sure your stay is the best it can be. It sounds like the OP did voice his displeasure at the time, so I don't intend to fault his report. I'm just suggesting that if you aren't happy, tell to the staff on duty at the time. If you still aren't happy tell management quickly (1 week or less). If you can't reach a solution bring it to the boards so we all know (1 month).

Pura Vida

Pardon me, my dear friend, but yes, your action speaks louder than the typed words....you're right in the middle .......
Front desk staff authorized to comp! What a hoot!!

juiliano, El ornitorrinco, La Diablo, Irish Drifter, srilm all insinuated that somehow the OP was in the wrong. The guy made a factual statement (mind you somewhat time late) about an experiance at a hotel.

I did not insinuate the OP was wrong. I said he should not have waited 5 months to post his experience.

Steven...I was only letting everyone know about my experience..and yes its not always the mistake you make but how you fix it. I believe Matt and Rudy at LA are sincere and have done the best they can do for the situation. I only posted to let everyone know what i experienced dawg. Peace!! and thank you Matt and Rudy for your response. It is appreciated.

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1. The customer IS ALWAYS Right.

2. When the CUSTOMER IS WRONG refer to rule number 1.

Miamiheller,

I have no doubt that LaA will comp this guy if and when he stays at LaA again, they are stand up people (though they should have comped him when it happened and not just thrown him in a cab to a lesser establishment, offering to comp now is a transparent attempt at damage control IMO)

Who then needs to apologize you ask?

juiliano, El ornitorrinco, La Diablo, Irish Drifter, srilm all insinuated that somehow the OP was in the wrong. The guy made a factual statement (mind you somewhat time late) about an experiance at a hotel.

HERE IS THE MOST TELLING LINE FROM THE OP STATEMENT THAT NO ONE IS TALKING ABOUT.

"On the desk I could see my reservation number on the papers crossed out and given to some other guest".

that means someone at LaA made a conscience decision to bone the OP.

This is such a hand bag fight
I am sure that all this could have been worked out ... for both parties ... if done in private

Anyone try that as of late

Game of bridge mujers