Brokers Costa Rica

Edit to address that gaslighting - the owner's response is pretty reflective of how they handled the situation. We had to convince them it was a serious issue. We had to deal with the neighbors ourselves. We had to put the burn pile out with the other unit owner's. Febreeze is not a "special" product. Not once did they ask us how we were doing or feeling. Happy to screenshot all the text chats if that would help! -------------------------------- Broker’s Costa Rica served as the concierge for an Airbnb during a holiday trip Cost Rica. Three days in, one of the neighbors to the condo complex burned garbage and plastic during the night, creating a noxious smoke and odor that blanketed the area. We were hit particularly hard as the burn pile was on the opposite side of the wall three stories directly below our unit. As a result, we had burned throats, terrible headaches, and couldn’t stop coughing. The neighbors continued to burn trash and it was a struggle to be in our unit for the second half of our vacation, affecting our ability to get any sleep. We had to keep the windows and doors closed all day, as well as close off the bathrooms, laundry room, and second bedroom to keep the toxic smoke out. While it eventually cleared up, the smell lingered. The experience and impact on our health were so bad, we changed our travel plans to come home early. To be very clear, we acknowledge that Broker’s Costa Rica was in no way responsible for the actions of someone else, nor they could really do anything about it. This is not our issue. Our issue was their lack of meaningful action or empathy. It took substantial back and forth, self-investigation and action, as well as a visit from a cleaner, to acknowledge that this was more than burning sugar cane, leaves, or loose debris. Instead of the local concierge speaking to a local about their illegal burn pile, we had to navigate speaking with them directly multiple times to get the issue resolved. Even after they understood the situation and impact on our health, there was minimal response. Another cleaner was sent to tidy up the unit and spray some air freshener, but that was it. There were no follow-ups or check-ins from them to see if the problem subsided or how we were doing. Given our experience, the unit owner (not Costa Rica Brokers) covered our transportation to the Airport, so that was nice. Regardless, it doesn’t make up for a failure to acknowledge the severity of a health and safety matter that had a direct negative effect on us.

We booked a vacaction rental with this agency with high expectations, as it was a special occasion: our wedding weekend and an opportunity to gather our family. However, our experience was completely ruined by Raquel’s insensitive and rigid attitude while managing our reservation. We requested to host a small family lunch at the house—something perfectly reasonable considering the high price we paid. Instead of helping us or trying to find a solution, Raquel was completely inflexible, hiding behind the excuse that "it wasn’t her decision" and refusing to provide any empathetic service. I am 4 months pregnant, and this event was significant for us; yet her lack of humanity and professionalism made our experience deeply unpleasant. We expected a much higher level of service and attention when booking a property of this caliber. Her unwillingness to help or even listen to us with understanding is unacceptable. I would not recommend this property or Raquel’s service to anyone who values basic empathy or human understanding.

We have a very easy experience with Brokers. We rented a unit through VRBO and the executed the transaction. All was great.