Intercontinental Costa Rica At Multiplaza Mall

Recent Reviews: 1819

• User:NorthStar19659319222

  Trip type: Couples

  Wonderful

  26 May 2026

  Had one night here after flying in from the U.S. before departing for a week of activities. The staff were incredibly professional, courteous and efficient. We did not use many of the amenities, but enjoyed sitting in the loungers near the pool. We had a club room that included happy hour and breakfast. The food, drinks and service there were great and we didn’t need to go to a restaurant for dinner after feasting at the ample spread in the club room. The staff were exceptional. Any request was met with a “no problem”. It was also a big bonus for us to take a private shuttle directly here from the airport then use the Avis desk in the lobby to rent a car. Gabriel Letona, Propietario at InterContinental Costa Rica at Multiplaza Mall, responded to this review Dear NorthStar,Thank you very much for sharing your wonderful review and for choosing us for your stay prior to your scheduled activities. We are truly delighted to know that your experience with us was so positive, especially following your journey.It is very rewarding to learn that our team provided you with professional, courteous, and efficient service; your kind words are a meaningful recognition of our staff’s dedication. We are also pleased to hear that you enjoyed relaxing by the pool area, as well as the benefits of your club room, including happy hour and breakfast. Knowing that the quality of the food, beverages, and service fully met your expectations is something we greatly value.Additionally, we appreciate you highlighting the convenience of our complementary services, such as the private airport shuttle and the ease of renting a vehicle directly from the lobby. These details are thoughtfully designed to create a seamless and comfortable stay.We truly look forward to welcoming you back for another exceptional experience in the future.Best regards,Gabriel Letona,Online Reputation Coordinator.

  Read more

• User:janpesk

  Trip type: Business

  Disappointing stay—doesn’t feel like 5 stars anymore

  07 May 2026

  The hotel is starting to look old and really doesn't feel like a 5-star property anymore. The walls are paper-thin; I could hear everything happening in the next room with total clarity. They also didn't provide any bar soap, which is a major pet peeve of mine—having to use shower gel for everything is just annoying and feels like they’re cutting corners.The gym is actually quite good, but the atmosphere at breakfast was a total dealbreaker. They had Fox News on a big-screen TV right in the middle of the room. It’s hard to understand why a hotel would subject their guests to that kind of content during a meal. It honestly felt like torture. I’ll be looking for somewhere else to stay next time. Gabriel Letona, Propietario at InterContinental Costa Rica at Multiplaza Mall, responded to this review DearJanpesk,Thank you for sharing your experience with us. We sincerely regret to learn that your stay did not meet your expectations and that certain aspects did not reflect the level of service we strive to provide.We have taken note of your specific rating for our areas of improvement, particularly regarding room noise insulation, amenities such as bar soap, and the breakfast atmosphere. We understand how important it is for our guests to enjoy a comfortable and refined environment aligned with high standards.Additionally, we are sorry to hear that the breakfast atmosphere was not to your liking. Your feedback is very valuable and will be carefully reviewed with our team to ensure a more balanced and welcoming experience for all our guests.We do appreciate you highlighting positive aspects such as the gym, which helps us maintain and enhance those strengths.We truly value your feedback and hope to have the opportunity to restore your confidence in a future visit by providing an experience that truly reflects our standards.Best regards,Gabriel Letona,Online Reputation Coordinator.

  Read more

• User:Rich K

  Trip type: Couples

  Worst IHG Experience in my Life

  06 May 2026

  Literally, the worst IHG experience of my life. I have been a loyal Spire Elite member for over 20 years. I am an international attorney and have stayed in IHG hotels in the US and all of over the world and I can assure you that I have better billable things to do with my time than write a long review of this horrible hotel. If you only read one sentence of my review, read this one-DON’T STAY HERE.My wife and I came to San Jose for medical tourism, to both receive stem cell and cosmetic procedures. Both clinics recommend this among several other hotels in or near this new area of the city. Hotel Location: Isolated and away from the new city where all the clinics, mega shopping mall and restaurants are located. You need private transportation to get to your clinic location (mall and restaurants). Here, you are at the mercy of the hotel and their on-site restaurants. The other hotels are conveniently located steps away from the clinics, shopping and restaurants. This one is not.Service: We were able to check in early. We stayed in the Club Tower with lounge access and paid the top price to do so. My wife asked if there were water bottles in the room. Answer: “of course”-there wasn’t. I called the front desk 5 times to get water and new caffeinated capsules for the coffee machine. First, staff does not timely pick up the phone at the front desk. 5 times they said they would bring the water bottles up. Never did. Three calls to room service and an hour later we received the water bottles-but no coffee capsules.Lounge: No water, no beer during off-hours, no snacks. So that is why we called the front desk and room service because there are no water bottles there. The lounge has a few (a couple of bottles of each) coke products in a fridge but nothing healthy to drink in self-service. Breakfast fare is okay. Happy Hour is 5-7 SHARP. At 7:05 PM, its closed down completely. Great servers there and they are the only reason I would leave one star for the entire hotel experience.Room: The beds are the worst I have ever slept in-period. It is like you are sleeping on a 50-year old mattress. There are deep, slept-in holes in the middle of the beds. Not great for your back. See the picture. In the bathroom, my wife was afraid to plug the hair dryer into the uncovered, exposed hanging wall socket. See picture. That night, I went down to the front desk to complain and asked to change rooms. The front desk staff said there were no other room options.Service: The next morning following our first early morning medical treatment, I called the Front desk but no answer after 30 mins. I walked down to the front desk from the Club Tower on the opposite side of the hotel to see the manager to change rooms? When I asked to see the manager, the response: “No manager. “ Maybe a supervisor. “No supervisor.” Fortunately, there were a bunch of IHG corporate looking folks with badges walking around and I approached a man and woman with clipboards to explain my situation. The woman ignored me and said she wasn’t with this hotel. The man was sympatric when I acted like a lawyer and showed him the picture of the bed and exposed wall socket and he told me he would fetch the Front Desk manager for me. I waited 10 minutes at the front desk for “Debora.” She apologized and said she would change rooms for us. She said she found a room that had good beds. I told her we would be ready in 15 mins in our room so please send up a bellman to help with the luggage. After 30 mins and no one showed, I called the front desk-for 15 mins. No answer. The Club Tower is on the other side of the hotel from the reception desk. So I had to walk from one end of the property to the other again (remember no sleep and had already had my first in series of medical treatments under my belt) all the way to the reception desk. No one at the front desk could help. I asked to see the Front Desk manager again. 10 mins later she appeared. Please send someone to move us.New Room: Same Beds, but filthy. When we arrived in the new room, the same problem. I called down to the front desk. After 10 minutes of ringing, I got someone and the Front Desk manager did take my call. Surprise. Apparently, after a long conversation with head of housekeeping it turns out it isn’t the beds that were bad, it was the old worn out feather mattress toppers the hotel has on all of its beds, including the Club Towers’, higher priced rooms. It seemed that housekeeping was fully aware of the mattress topper problem. They removed the toppers from the bed-but did not replace them with new mattress toppers, they just removed the old ones. After wasting 2 hours with this, it was time for dinner. We went into the bathroom of the new room to get ready and take showers. Floor was filthy-See picture of used plastic dental flosser, bobby pins and hair balls on the floor. Also see pictures of spots and dust balls and who knows what ugly unsanitary stuff on the floor of our room. Not sure what that picture shows, but it’s disgusting. I was working on my computer when my wife called to me from the shower in a panic. The heavy glass shower door was falling off the shower stall. I helped here to get out of the shower. The door had come off its hinges. See picture. After 15 mins and three calls to the front desk they sent someone up. By the time they got there, we were getting dressed and asked them to return in 15 mins to make the repair. They never came back. When we returned to the room after dinner, the door was not fixed. Believe me, we were exhausted. After 3 calls and 30 mins later I got through to the front desk, they sent someone up and fixed it at 11 pm.The Restaurants: No noodles in the noodle soup. The next night, we went to the combined Italian and Sushi restaurant for dinner. I ordered Italian, my wife the Thai noodle soup. The beef carpaccio and cannelloni I ordered were good. The Thai noodle soup did not have any noodles in it. Chicken and veggies but no noodles. We called the waitress and she came back 15 mins later with some noodles. We paid full price; nothing offered for our troubles. Fitness Area: See picture of black mold on the ventsConclusion: The manager of the hotel is totally inaccessible, his presence nonexistent. Day one, I found out his name with a Google search and wrote him a Linkedin message because the front desk would not give me his direct email. No response. I will never come here again. I cancelled by IHG credit card and will provide this review to the clinics that recommended this hotel. No one should go through this unnecessary hassle and experience. This is what you can expect at the San Jose Intercontinental, paying the highest price in its Club Tower. And the surveys asks, “Did the front desk acknowledge you as a Spire Elite Member when you checked in?” It really doesn’t matter anymore because IHG has lost my loyalty completely and will likely never see me or my business again. Dixiana Leiva, Owner at InterContinental Costa Rica at Multiplaza Mall, responded to this review Dear Richard.Thank you very much for sharing your experience with us. We sincerely regret that your stay did not meet the standards of service and quality we strive to provide to each of our guests, especially considering your many years of loyalty to IHG.We have taken each of your comments and observations very seriously. Issues related to staff service, response times, room maintenance, cleanliness, and the overall guest experience do not reflect the level of hospitality we aim to provide. We offer our sincerest apologies for the inconveniences and frustrations you experienced during your visit.Your feedback has already been shared with the appropriate departments and will be used as an immediate opportunity for improvement, helping us strengthen our internal processes, maintenance standards, and guest service follow-up.We deeply regret having negatively impacted a visit that was so important to you and your wife. We truly appreciate the time you took to share your feedback with us, as it allows us to identify critical areas where we must improve in order to regain our guests’ trust.We hope that, at some point, you will give us the opportunity to provide you with an experience that truly reflects the standards of quality and service we strive to uphold.Sincerely,Adriana Gómez.Front Desk Manager.

  Read more

• User:Mmdmb

  Trip type: Family

  Pool no longer heated

  07 Feb 2026

  We went to this hotel as a family as they have a heated pool. Well, turns out they dont heat it anymore so we are very disappointed. When we asked in the reception we got some vague answers regarding it and that it is heated in 3 stages. The big lower pool that is normally very nice regardless of weather is freezing so holidays for us destroyed as we only went a couple of days to enjoy the pool and there is a cold front so its impossible. During other visits it has been the same weather and the pool has been fantastic. So just a warning to others, dont book because of the pool. Gabriel Letona, Owner at InterContinental Costa Rica at Multiplaza Mall, responded to this review Dear Mmdmb,Thank you for taking the time to share your recent experience with us. We are truly sorry that your stay did not meet the expectations you had regarding the pool, especially given that you were looking forward to enjoying this area during your family visit.We have taken note of your comments and shared them with the appropriate teams to review both the heating procedures and the clarity of the information provided at reception. Our priority is to ensure that all guests can enjoy the facilities comfortably, and feedback like yours helps us identify where we can continue improving.We appreciate you bringing this to our attention and hope to have the opportunity to offer you a fully enjoyable stay in the future.Gabriel Letona,Online Reputation Coordinator.

  Read more

• User:SALOSAN

  Trip type: Family

  Great stop over hotel

  04 Jan 2026

  Spent one night chilling out after a long-haul flight from Europe and before a long drive to Guanacaste province. This hotel is a perfect stop-over place ; good restaurant area and breakfast room, bedrooms are good enough and the gym area is great, overlooking a lovely and well-kept garden. Gabriel Letona, Owner at InterContinental Costa Rica at Multiplaza Mall, responded to this review Dear Salosan,Thank you very much for sharing your wonderful review and for choosing to stay with us after your long‑haul flight. We are delighted to hear that our hotel served as the perfect stop‑over, and that you enjoyed our restaurant and breakfast areas, the comfort of your room, and the gym overlooking our well‑kept garden. Feedback like yours inspires us to continue delivering memorable experiences to all our guests.We would be honored to welcome you back on your next visit to the region.Sincerely,Gabriel Letona, Online Reputation Coordinator.

  Read more