Nayara Springs - Adults only

Shelly McLeod5 months ago

1/5

My son booked this hotel for his honeymoon in 2020. When covid restrictions came the wedding was cancelled in Tamarindo and we had to cancel the honeymoon as well. Every hotel refunded our money except for Nayara Springs. They said we could rebook. Unfortunately not being allowed to travel from Canada until 2022 and a series of major health issues (brain tumor that involved multiple surgeries over many months) we are just now able to travel again. Dear Shelley, I took a long time to answer you because I wanted to have all the information about your situation. We are very sorry your son decided not to get married and had to cancel a trip that I am sure he had spent a lot of time and energy planning. Honeymoons are a very special time in a new couple's life together and we are always sensitive about the money and time they spent in the planning. More importantly, we make their stay extra special, we value enormously when newlywed couples chose to spend that precious time together with us. We did honored his reservation for three years, longer than any hotel in the world would have done. Moreover, we had the flexibility to change the name in that reservation so you and your husband could possible use it. We also suffered tremendoulsy for covid related cancelations but we made all kinds of efforts to accomodate everyone as soon as traveling went back to normal. In fact, we were extremely busy in 2021 and 2022 with everyone making up for lost time. Your recent request to rebook your son's reservation came three years later and even though we tried to accomodate you and your husband it was by now impossible. We do not refund after a certain date has passed (three years is a long time!) though we do try to accomodate for unexpected circunstances and health related issues by changing dates and being as flexible as we possible can. We are very happy that you were able to enjoy another hotel in the area and we apologize again for not being able to accomodate you on the dates that you requested. We hope your health issues are over for good and you can enjoy this holiday season fully. Hello, Thank you for your response but as you know your information is incorrect. My son didn't decide not to get married until 2022. Covid began in March of 2020 and by May 2020 we were not allowed to travel to Costa Rica. Every other hotel in Costa Rica even the wedding venue refunded our money except for Nayara Springs. Even the airlines refunded our money. You did however offer to allow us to postpone. We were not allowed to travel in Canada until 2022 (much longer than anywhere else) and by then my son had broken up and my husband was recovering from his brain tumor and couldn't travel. By the time we were able to travel you then said it was to late. So it wasn't really 3 years that we chose not to come. It was out of our control. We had no control over covid and neither did you. It was hard on everyone. You didn't even let us pick dates you just said it was to late but you would give us a free massage if available. We didn't come to Costa Rica at all because the 3500.00 US (5000.00 Cdn) is now lost. We were at Tabacon in 2016 (not recently) and wanted to come back to the area. When we had to cancel with them in May 2020 due to Covid they gave us a full refund. ONLY Nayara Springs refused to do so. I do understand it is a long time but these are most certainly unprecedented circumstances and Covid was out of everyone's control. At the time it seemed reasonable that you allowed us to postpone but no one could have known that Covid would last as long as it did and I should have used the force majeure clause to get our money refunded. But knew the travel industry was struggling so we didn't push for it. We would have been more than happy to pay the new room prices but only wanted the credit applied. You are a huge organization and certainly could afford to still accommodate us but rather chose to keep our money. It is very sad indeed.