Nalu Nosara — Hotel in Nosara

We stayed at Nalu's Villa Skai via Airbnb. If you want to be PUBLICLY and privately accused of theft and scam when you're completely innocent, then Nalu Nosara is the host for you.

We stomped ~30 ants in one bedroom before we went to bed on night 1. On morning 1, we woke up to small mites (??? not sure what they were) on my husband's toiletry kit & 2 giant cockroaches in the kitchen sink.

We were then accused of bringing the bugs over from our last stay when this house clearly has a bug issue (they spray for bugs 2x a day & we could see where the ants and mites were entering through cracks). In our Airbnb guest review, the host even went as far as to say we PLANTED the cockroaches to scam them (???).

We informed the host of the bugs, and a cleaner came that morning to clean up the dead ants / spray. We asked for another space to stay but nothing was available.

When we returned after the cleaners came by, the bluetooth speaker we noticed that morning was missing. We informed the host. We were then accused of stealing the speaker (again both PUBLICLY and privately), and the host even sent us a request for money!

Terrible customer service.

A crib is only available at an extra charge (which is not advertised). There is no high chair. Not kid-friendly.

Only redeeming quality...

The staff is rude, and they will not help you when you need it. We booked during their slow season. We had an emergency come up and couldn't make it. We did not ask for a refund, but simply for alternative dates to the ones we initially booked.

They not only refused to work with us on finding a date, despite it being the slow season and them having availability, but they also charged us the FULL amount of the stay.

I have never spent thousands of dollars just to have a hotel so blatantly and unapologetically not care, not provide even a partial refund, and/or not work with us to find some alternative resolution.

Again, we did not receive even a half-hearted apology. Absolutely no concept of customer service.

LOL to their response. We literally looked up the availability for the week after, and they had many, many, many rooms still available.

And the point isn't whether there's a technical cancellation policy. It's that when someone spends, quite literally, thousands of dollars on your business, you owe them more than the equivalent of "too bad so sad."

Otherwise, you are quite literally stealing money. This is why most places have a much smaller cancellation or administrative fee that they charge; not the entirety of multiple thousands of dollars for a service they did...

Nalu Nosara is one of the most magical and beautiful places I’ve ever stayed in! Our group of 8 stayed here for 5 of our 9 nights in Costa Rica and we were so sad to leave, it was without a doubt the highlight of our trip!! Not only are the grounds lush and private, but the accommodations are wonderful. It is clear that a lot of planning went into this hotel, the layout of our private villa was perfect, we had 8 people staying there and it never felt crowded. There was such attention to detail, everything from the way the windows opened to create the right airflow through the villa to the indoor/outdoor showers! Not only is it an incredibly beautiful place to stay, but everything was done with such high quality materials. We had everything we needed, the washer & dryer were a VERY nice addition and definitely came in handy. And while you’re there, be sure to take a class in the studio - great workout in the most beautiful setting. We already started planning our next trip to Nalu before we even left! Thank you for helping to make our trip one that we will all remember forever. We cannot wait...