Residence Inn by Marriott San Jose Escazu — Hotel in San Rafael

My assistant and I checked in our two reserved rooms on February 10th. After a long drive, we were disappointed that both coffee makers did not work correctly, there were no regular coffee capsules, and the paper cups in both rooms leaked. We tried to find cups and coffee in the reception area, but there were no regular coffee capsules there, and those cups leaked too. Also, I could not leave my laptop in the room because the safe did not work. After calling for help later that night, I learned that each channel had to be programmed into English separately. The toilet paper holder then fell off the wall in the middle of the night. The following day, even though we had received one new coffee maker, the cups still leaked, staining a set of building plans. We were scheduled to meet an engineer in the lobby to go over building plans for my new home. Unfortunately, there was a loud party with amplified music at 9:30 am in the bar area. When I complained about the interference of our meeting, I was told it was a private party, and there was nothing that could be done. At this point, I asked to be moved to the Residence Inn across the street. We had stayed there before and knew the same company managed them. Our request was accepted, and we received two new rooms at the Residence Inn by Marriott on February 11th in the afternoon. Unfortunately, the safe did not work again, but the coffee maker did. One of our rooms faced the interior courtyard, where later that night, there was a private birthday party in the conference room on the same floor with an outside balcony and amplified music. But wait, there is more. There was a private pool party on the opposite terrace with a movie projected on the exterior wall. Both private parties went to approximately midnight even though I was told multiple times that both private parties would end in 30 minutes. I was disappointed with the numerous quality control issues that should have been addressed before we checked in. Unfortunately, even though the staff was pleasant and tried to be helpful, they all kept mentioning that the noise problems were due to private events. My assistant and I were also private paying guests and deserved the same respect we paid for. We believe that we deserve appropriate credit or future consideration from...

I can honestly say that I have never stayed at a hotel where the staff have been so caring, courteous and helpful. At every moment, they went out of their way to assist me, even when I didn’t request any help. The Manager has clearly done a wonderful job choosing and training staff.

Although I was extremely pleased with the hotel during my first week , I became ever more aware of the consistent excellent service after an accident. So many of the staff stepped forward to provide extra service after this, responding immediately to every request. I was quite touched. I can say, without exception, that every staff member that I had contact with was caring and helpful.

The hotel’s provision of a wheelchair following my accident made our lives so much easier as I became more mobile. The staff helped move my belongings from a regular to a handicapped room. The cleaning staff made an extra effort to accommodate our time schedule, including the hours of my in-hotel therapy sessions. On the date of our wedding anniversary, the staff brought us a congratulatory platter and bottle of wine. Each day, the restaurant staff went out of their way to ensure that I was comfortable and well taken care of, even making me special pancakes and drinks. Everyone greeted us by name and chatted with us throughout the stay. The repeatedly asked about my recovery and celebrated with me every positive step.

In short, I commend the hotel and staff for making my two month stay an excellent experience. I have stayed at Marriott hotels in the past, but never been so pleased. This was a wonderful advertisement for the caring philosophy...

I stayed her for a recent business trip and I'm glad I did. The service was excellent and the staff were wonderful. Everyone was fluent in English (I don't speak Spanish) and happy to help me in any way they could. A warm greeting when I arrived, smiles and hellos every time they saw me, and a fond farewell when I left.

One of the things that really stood out for me was that when I left a small tip on the pillow with a "mucho gracias" note for the cleaning staff, I received a lengthy thank you note. I had to use Google Translate on it, and it was a lovely response. In essence that she was happy to help and to let her know if I needed anything else.

It really made my day to come back to that.

Like the other Marriott chains, this hotel tries to conserve and asks you to reuse your towels if you can. The air conditioning worked and while not silent, it was quieter than some of the other hotels I have stayed at.

The hotel is beautiful and in a great area. There are local restaurants and spots to shop, all within a cul de sac, so there isn't a lot of through-way traffic. The bed was comfortable, the coffee was hot and delicious, and the staff was friendly and helpful. Definitely a place to come back to and if you are traveling to San Jose, I recommend Residence Inn Escazu. I did not use all the amenities, but they have a gym, a pool, laundry services, and grocery services. In terms of transportation, there are multiple taxis exclusive to this hotel and I didn't wait more than 20 seconds any time I took a cab.

Very satisfied with my stay here, and you...