We booked this last minute 3 days after having our valuables and passports stolen. We drove 5 hours from San Jose and arrived 2 hours before dark, so were keen to get to the beach to salvage our last day in C.R. We were shown to our room at the bottom of a steep hill, and our keys didn't open the door. A staff member ran back to the lobby and returned to put us in a different room. After he left we realized they didn't provide a safe key. I asked a staff member and he said he would send someone with the key, In the meantime we realized our patio door lock was broken and we could not lock that door. Having been robbed two days previously, all we wanted was a safe and doors that locked. I walked to the lobby and got the safe key, which did not work in the safe. The maintenance man showed up and broke the safe key off in the safe lock, then proceeded to try to fix the door lock. I went back up the steep hill to ask for a room with a functioning lock and door. After an hour we finally got moved to a room with a working door lock and safe. It was very frustrating and disappointing to lose a precious hour after the thieves had taken our valuables and three days of our vacation from us. After this fiasco, we found the room to be clean, large, modern and pleasant. The grounds of the resort are lovely. Views from the pool and restaurant are gorgeous, and the beach, Playa Carrillo, was one of the nicest beaches I've seen in Costa Rica. Better customer service is all needed