Booked the Planet Hollywood Costa Rica Papagayo, 3-12 to 3-18. Our flight from Miami was cancelled by AA, and we could not flyout until Mon the 14th, I called the resort to tell them we were still coming, they told us they would note our reservation, upon arrival at the security gate on Mon the guard stated they had no rooms for us, after about 20 mins they let us proceed into the resort compound, the front desk failed to inform security of our delayed check-in Our reservation stated we had 500.00 resort credit per room. At check in we were not provided any details regarding this, and the PH team member had limited English and we had limited Spanish speaking abilities. The following day I called down to the front desk to ask how the credit would be applied, and was told it would be applied at checkout, it would go towards, the spa, enhanced dining, excursions, etc. We used the SPA three times, took an zipline/atv trip. At check out I ask about our resort credit and was told we had to use the coupons at the time of service. We were not given any coupons at check-in, so had no idea about the use of them. After about 20 mins or back an forth Planet Hollywood agreed to apply two of the spa coupons of 50.00 each against our charges but only applied 97.50 of the 100.00. I asked about the other 402.50 and was told it had to be with the coupons, our reservation did not mention anything about coupons nor were we given them. We have been emailing back in forth with PH, and they have offered 100.00 in points, which we have declined.
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