This was the worst experience I have ever had with any hotel of all time, and my worst experience with hotels.com as a company. It was an unmitigated disaster from the very first moment. I am still awaiting a resolution from Hotels, I gave up expecting anything from this scam company.
This Costa Rica place should not be listed on Hotels.com and - in their own words - "is not a hotel". They are impossible to communicate with effectively, they are unable and unwilling to resolve issues - they hide behind alias email addresses, never use their names, they don't answer the phone, and, most importantly, there is NO HUMAN BEING on site at this location to resolve customer issues.
The moment I arrived - the PIN code they gave me for the front door didn't work. Left on the street for 30 minutes, failing to get through to anyone by phone. Finally some other guests allowed me in. PIN code for the door of the bedroom wasn't opening the door - the lock is broken. Required the help of my friendly neighbours to get access the apartment via the Fire escape. Same issue happened later in the evening. No answer from anyone, no response or resolution until 4:30 in the morning after I called the police because all my belongings were in the room and I no longer trusted these people enough to leave the building. DO NOT STAY HERE.