Wide Mouth Frog Hotel — Hotel in Quepos

Formal Complaint Regarding Unprofessional Staff Conduct Date: March 20, 2025 Guest Name: Maria A Stay Date: March 19, 2025 Room Type: Private Room To the Management Wide Mouth Frog ( Quepos) I am writing to formally express my profound dissatisfaction with the treatment I received during my brief stay at your establishment on March 19, 2025. As a traveller in a foreign country, I expected to be treated with basic courtesy and respect. Instead, I encountered unprofessional and discourteous behaviour from your staff, particularly your receptionist, Fernando. Positive Aspects of the Facility It is important to note that your establishment is clean and well-maintained. The accommodations are suitable and appear to provide a “safe environment” ( with the correct employee training), especially for women travellers. These positive physical attributes make the staff's behaviour all the more disappointing, as the facility itself has the potential to offer an excellent experience. Incident Details After a lengthy five-hour drive to Quepos ( traffic), I initially attempted to stay at an Airbnb accommodation I had booked. Upon finding the Airbnb unsuitable, I was fortunate to meet three residents (a married couple and their friend, Eddy) who kindly helped me locate my original booking when I became lost. When I decided not to stay at the Airbnb, Eddy mentioned that he worked at your hostel and offered to guide me there. Upon arrival at approximately 9-10 pm. I was exhausted from travelling but found the pricing reasonably steeper than expected($114) and decided to check-in. The following unprofessional incidents then occurred: Hostile Reception: Your receptionist, Fernando, was immediately unwelcoming and adopted a rude tone when requesting my documentation. Inappropriate Interference: When I mentioned that my new acquaintances were waiting for me to get food, Fernando inappropriately questioned, "What guys?" and stated he would "talk to them." When I explained this was unnecessary and not HIS business, he persisted. Refusal to Provide Room Keys: The security personnel ( Jose), who guided me to my private room, initially refused to give me my room keys. Being in the room, standing there, was quite creepy, which I had paid for until I had to insist. False Accusations: Most egregiously, upon returning with food, I discovered that Fernando had approached my acquaintances outside and falsely accused me of being intoxicated. This accusation was completely unfounded as I do not consume alcohol, especially while driving and navigating an unfamiliar country. Denial of Management Contact: When I requested to speak with a manager about this treatment, Fernando refused to contact management, continuing his disrespectful behaviour and inappropriate questioning. Impact of This Experience This experience was deeply troubling for several reasons: It created an immediate atmosphere of hostility and discomfort in what should have been a safe accommodation. The false accusation of intoxication was not only untrue but potentially damaging to my reputation, and again, NOT HIS Business if that was the case The staff's behaviour demonstrated a lack of professionalism and customer service standards. This treatment left me feeling vulnerable and unwelcome as a traveller in a foreign country. It is particularly disappointing that a facility that appears clean and suitable for solo women travellers would employ staff whose behaviour undermines the safety and comfort that the physical space provides. Requested Resolution I believe this situation requires immediate attention and would request the following actions: A formal acknowledgement of this inappropriate conduct Confirmation of staff training measures to prevent similar incidents. Appropriate management action regarding Fernando's conduct. I have documented this experience and intend to share it through appropriate review platforms to inform other travellers. However, I believe in first allowing management to address these concerns...

The worst customer service and worst hospitality I experienced in this country in 6 weeks.

Despite a written reservation clearly explaining exact details, Luis the manager tried to add an additional $36 for no reason.

I refused to pay this upcharge that LUIS created but did pay for my room in full ( price of the reservation).

24 hours later  Luis was still trying to collect the additional $36.  Truly unbelievable he thought he could try to tell me a full day later that i owe him money thar i didn't owe in the first place.

This isn't Pura Vida it's Robar Vida

Excellent hospitality and customer service goes a long way.

When you travel a long distance to arrive somewhere and are treated this way all the other flaws and defects come to light.

Construction banging at 7:00 a.m..

The room didn't come with the accommodations specified in the reservation.

The owner seems like a decent man but the fact that he didn't apologize for the behavior of his manager means he either encourages or condones it.  ( Not sure why he didn't apologize). It's not the way to treat your guests.

There are many airbnbs and other places to stay at a more reasonable price.

$63 dollars a night for a hot room with construction banging and terrible customer service and treatment gets one...

I always try to stay optimistic and give good reviews about places but I can't with this one. Common areas were good, specially for such a budget place. However, we booked a private room with two individual beds, and we were given the room on the top back, which basically had no proper way of getting fresh air in the room, and the sun was always hitting the back of the building directly warming up our room. Conclusion: it was a sauna, impossible to sleep there. Literally. My friend and I slept for 3 nights on the common area because there was no way to sleep in there, not even with the door open (directly to the common places of the hostel). Also, when complaining about it we were not only questioned about how can it be impossible to sleep there, but also not given another room (well, they wanted to ask more money for a proper room). At least they had the decency of cancelling the last two days of our stay, because we literally run away from there as soon...