Croc’s Resort & Casino — Hotel in Jacó

It could have been excellent. I think it is great for a day maybe two however, I booked it for a week with my grandkids which was done online. Never having been to this part of the beach area the hotel is beautiful the pools are beautiful however we kind of got bored with the same food menus.But we found out they could have pizza being delivered from North Beach pizza pizzeria.

I was a little disappointed with the service. The breakfast was included in my room price. In the breakfast they gave us a beautiful fruit plate first before the meal that we chose on the menu, however when they came with our meal they kept standing there expecting me to move the finished fruit plate so he could set the breakfast we had chosen down before me. To me that’s not very good service they should have cleaned the finished plates off of our table and then set the new breakfast plate before us. The fruit plates were large so there wasn’t much room on the small table to move our own fruit plates out of the way way!

The first three days of coffee we’re great! But this morning the coffee was very strong and very bitter. Our breakfast time was at 8:15 end it was not busy at that time but as it got closer to the 9 o’clock time and people started coming in that’s when I think they got a littleRushed.

The breakfast food was always very tasty. And my grandkids 14 and 16 would always order different things, so that they could share there plate so that they could try everything on the menu.

It was very nice that the waiters and waitresses were bilingual and could speak English and Spanish. That is a definite plus for someone who isn’t fluent in Spanish.

Another thing that I found a little upsetting, was when I was checking in my daughter and her friend that drove us here from the middle of Costa Rica wanted to go up to the room with me and her children to see the room. There was a man that was evidently a guard like man refused to let her get on the elevator to come up and check the room. OK well then guess what we saw.

My grandchildren and I were sitting eating a hamburger out by the pool and there were three guys that came in that did not belong to this hotel they didn’t have any wristbands on when was barefoot long scraggly dirty blonde hair and drunk! Using foul language pushed stuff off the bar onto the floor, then picked it up and put it back. Then walked through the hotel.

I think it would have been a little better if the young man that was taking us up to our room would have said to the mother of the children my grandchildren yes you may come up and take a look and then come straight down but he refused to let them enter.He was very good at explaining everything in the room to us how the thermostats worked in about the doors on the balcony and the lights etc. I think maybe if they instructed their help a little better to accommodate situation like this it would have been a little more...

If there were a -5 i would rate them that!Date: 8/30/19 We arrived at Croc’s Resort And Casino in Jaco Beach, Costa Rica on Sunday 8/25. Time of arrival was about 2:30. When we entered our room, there was a strong smell of mildew and mold. One of our windows faced the air conditioning unites, producing a loud sweaky noise. I proceeded to use the sink, the faucet sprayed water.I went down to the front desk to change my room. They were very accommodating. What surprised me was, the Hotel was at MAYBE at 15% full, the hotel has about 200-300 rooms!I expected for the staff to put us in another immediately. They told us that were going to CLEAN another room? Why not use one of the empty CLEAN room? even it was an upgrade. We were told it would take about 45 minutes, I had no issue with that. Ultimately, it took almost 1 ½ HOURS!Needless to say, by the time they moved us, it was RAINING! The day was ruined, and we basically stayed in our room.Once in our room, in the evening we went to take showers, the water was COLD. The shower and the sink. We were scheduled for a dinner reservation, so we had no choice but to use the facilities. I reported this when we went for Dinner, they said they would fix it. The next morning we tried it, still no hot water. When I reported it again, they offered to change our room, we were only staying for 2 nights, I told them no, please just fix it.The second evening I checked with the front desk to see if the water situation was resolved. Their response was “yes, it is fixed. Well, that was a lie, because when we went to take a shower, and shave, it was colder than BEFORE!Lastly, our all-inclusive package included dinner in 1 of 3 restaurants. The first night we ate at the Italian restaurant and the food and service was excellent! We wanted to go there instead because of the food and ambiance, and we told that there a private was booked, and we couldn’t use the restaurant.They came up with a solution? They told us we could eat at the Mexican (Which resembled a sit down Taco Bell). We were told that we can get served the Italian Menu, but had to sit in the Mexican restaurant!We paid $250 per night. The amenities were great, food and service was great, but the way they treat their guests from a customer service point, not to mention, the 2nd room was also mold smelling, it is disgraceful, and appalling!I plan to go on social media and post this review on their website, and send this letter to corporate headquarters at Croc’s. I expect to get a FULL REFUND. This experience has been the worst from an accommodation perspective, and actually, it should a health hazard to have customers stay in Moldy Rooms. I did find out later that the hotel has been struggling to stay open, and I suspect to the fact rooms are probably unoccupied for MONTHS, that situation creates...

Let me start with saying that the place does look nice, it has an awesome pool, nice lobby area + some good food.

The problem is that must of the staff do not speak fluent English & they keep telling you to go to the front desk.

I had an issue with the pool area Waiter by the name of Marco, which did not want to place an order for my family as the Buffett/kitchen was to close at 5pm & it was 4:50pm.

If we are paying thousands of dollars for an All inclusive "which isn't really all inclusive " as hard liquors were not included unless we upgraded to a $55 per person per day extra charge... I would at least expect the waiter to honor such request but instead ... he allowed someone else to place a 6 burger order without a problem, literally 2 min before I ask him to, the tension build up between the 2 of us over the next 2 hrs as I kept asking him for drinks and I would have to wait a lot of time to get them.

After the Zarpe closed, I came up to him very nicely to ask him the schedule + all the in's / out's of the pool area & he refuse to talk to me & instead told me that the GM would come up to talk to me.

The Brian their GM came up to me & we had an awesome talk & he totally agreed that his staff should have taken care of me & they obviously did not, showing lack of customer service, at this point he offered me a few comp snacks which I kindly declined them as the buffet dinner was already open for the rest of the night.

Their breakfast + lunch buffet are very good, their snack bar Call "El Zarpe" food isn't worth it as half of the stuff is cold or the buns are hard.

Their gift shop has lots of variety range from snacks, to toys, souvenirs & much more at tourist price $$$$.

The Estanza restaurant is a great place to have an awesome Italian style dinner, the waiters Luis Diego + Fabian are awesome at their job.

The one thing I don't like is how this hotels offers a NON INCLUSIVE OPTION and such guests get their drinks on a much nicer cup, plates & other type of little details that make the whole experience a bit sour.

This resort also has a Casino, which is the 1st thing the front desk tells you that "THEY HAVE NOTHING TO DO WITH IT" now I know why...lots of strangers + lots of "bad Girls" ( I'm sure you know what I mean) walking into the Casino starting around 9pm, that's why the front desk want you / us as customer to be aware that they had nothing to do with them.

Overall, I will have to say for someone who works over 4,000 hrs a year & who's looking for nice get away, this is not a place that I would Go back to & instead the Marriott Los Sueños located near by would be a better option as is more...