Surf Ranch Hotel & Resort

Nice place....!!

HIDES TERRIBLE SERVICE BEHIND NO-REFUND POLICY - no food, waterpark switched off, no climbing, rude absent manager, incapable staff. We checked in, put our bags into the room and immediately went to the pool. We checked the vegetarian menu beforehand online. We were told no pizza. Last option, veggie tacos, came after 1hr with meat. We were told - no vegetables. This is a higher end resort in Nicaragua, that could not get any vegetables - San Juan town is 10 minutes away. They said they’ll sort it. The entire resort seemed to be run by 2 staff. After two hours more, seriously hungry by then, still nothing. After more waiting and chasing the always absent receptionist, I was finally told that they cannot get vegetables, even by the next day. We are not talking rocket science; we’re talking a carrot. Unbelievable. I speak fluent Spanish and understood perfectly, even when I was told to order take-away!! I asked for the manager. We waited again forever. We were then again told, no, nothing can be done. I asked for the absent managers number, no reply. By that time, I was seriously disappointed and upset, adding the fact that half the waterpark was switched off in the afternoon, the climbing wall we were excited about was closed (staff supposedly leaves at 2pm - which is not mentioned on-line, and I had not seen any staff/harnesses/equipment there all day), the neglected accommodation, the sink was half falling off the wall, the shower walls were dirty, and the AC remote battery cover kept falling off. Instead of enjoying my time there, I was trying to sort out the basics that we paid for. We decided to leave. We had consumed $10, which I asked the staff to please deduct off the refund that I expected to receive. Late that night, we received a rude and dismissive and plainly patronizing message from the manager late. Threatening us with legal action for the 10$ not paid (wow)- the staff clearly had not passed on our message. No other comments. I explained the issues a second time. The manager took hours, sometimes days to respond to a message, refusing a phone call. He was so short, rude and unhelpful that I can hardly believe that this resort is still in business. He said that veggie food was available, and that all facilities were perfect and available, even though I had sent him photos of that not being the case. He said that I was obviously just complaining to complain. I should have checked the online menu, and they are not obliged to provide any extras. I explained that we had done that, and that we were not asking for extras. There was no acknowledgement of the issues, no apology even. They have a no-refund policy and that was that. He literally denied everything, basically called me a liar. I’m not even sure if the manager was even in Nicaragua, the telephone number was a US one. His responses show clearly that he had no idea what is going on in his resort. I am not a complainy person but this was too much. We waited patiently f

I paid $150 a night, and the room didn’t have towels, soap, shampoo, and the TV cable didn’t work. The parking space was limited, and they knocked on my door at 7 am to move my car so other people could get out.