mark S.
Poor customer service
My wife and I stayed here for 4 nights in March 2026. The hotel is beautiful and the staff generally tries to be helpful. However they use 3rd parties that are not to be trusted and they don’t stand behind them. We required transportation upon our departure to San Jose Airport. Johan from the hotel connected us with a company that they do business with for which they receive a commission. After payment to this company we were told that our pick up time would be 10:30 for a 6:00 flight for a 2 1/2 drive. This made no sense as we did not wish to sit in the airport for 5 hours. I contacted the transportation company and asked to change to 12:00 pick up and never heard back from them. I then approached Johan and asked him if he could take care of. His answer was he would try. He later told me that the company would not change it, but not to worry since he would get us a different company at the same price we paid and gets us a full refund of $233 from the first company. We received a $60 refund less PayPal fees. I informed Johan and he told me we would only get an 80% refund or $186 dollars. I accepted this. Days passed and no additional amount ($126) came. I kept inquiring with Johan and he kept assuring that they were talking care. I have a slew of WhatsApp correspondence from him to this extent. It is now about 2 weeks since this occurred and still only "lip service" from Johan. Our stay cost us about $2400 for the 4 nights. Not an inexpensive hotel and one would expect better service. We will not be returning to this hotel and will not recommend to our friends going to Fortuna. It is a shame since it is a beautiful hotel. They don’t however understand about customer service.