Guest Services
Quiet, local, personal support — before you arrive and throughout the stay. One team, one line of communication.
Guest Services
What our support actually looks like: orientation before arrival, a real local team during the stay, and help with the practical things — without ever feeling managed.
Concierge, for us, is not about selling activities or filling itineraries. It’s about helping the stay feel smooth. Sometimes that means arranging something specific — transportation, groceries, a private chef. Sometimes it’s answering a quick question. Often, it’s simply reassuring guests that what they’re experiencing is normal for this part of Costa Rica.
Most of the time, guests don’t need much, and that’s exactly how it should feel: quiet support in the background, with the sense that if something does come up, there’s someone nearby who knows the situation and can help. The level of involvement is intentional and balanced — privacy and independence first, support whenever it’s wanted.
Staying in a private home comes with more freedom than a hotel, but it can raise questions before arrival: How do we get there? What should we expect? What matters most to plan in advance, and what can be decided later? Our role is to help guests feel oriented rather than overwhelmed.
Some guests enjoy planning in detail; others prefer to keep things open. We’re comfortable with both and adjust accordingly. Before arrival, we typically help with understanding the area and the home’s location, arrival planning and transportation options, what to expect from the home and its surroundings, and the practical questions that tend to matter most — including a first grocery stop, since pantry basics like coffee, oil, and spices aren’t pre-stocked.
During a stay, support remains local and personal. There is a real team on the ground that knows the homes, the roads, and the rhythms of the area. Questions are answered by people who are nearby and familiar with the context — not by a remote call center or an automated system.
From the moment a booking is confirmed, guests have a clear single point of contact, with a broader local team that can step in as needed. Communication stays simple and consistent, which makes it easier to resolve questions calmly.
When guests want help, the most common requests are easy to coordinate: private airport shuttles and rental-car delivery to the home; a grocery pre-stock so the fridge isn’t empty on arrival; a private chef for an evening or two; and recommendations for beaches, day trips, and restaurants suited to the group and the day’s conditions.
For stays of seven nights or more, a complimentary mid-stay cleaning is included, and additional cleaning can be arranged in advance. Cleaners don’t wash personal clothing by default, as fabric preferences vary, though this can sometimes be arranged on request. Where something needs attention at the home, the local team handles it directly.
Communication is simplest by WhatsApp or email, and a local team member typically responds within a few hours. Support is available beyond standard business hours; while not every question needs immediate action, urgent matters are handled promptly.
Because the team lives in the region, guidance reflects what it’s actually like to be here — realistic expectations, honest advice, and help navigating anything unfamiliar. For most guests, that quiet, reachable presence matters more than any single amenity.
Is there a concierge, and what does it cover?
Yes — a local team rather than a sales desk. It covers orientation before arrival and practical help during the stay: airport shuttles and rental-car delivery, grocery pre-stocking, private chefs, mid-stay cleaning, and recommendations for beaches, day trips, and restaurants. The aim is a smooth stay, not a packed itinerary.
How quickly does the team respond?
Communication is simplest by WhatsApp or email, with a local team member typically responding within a few hours. Support is available beyond standard business hours, and urgent matters are handled promptly.
Can you stock the home with groceries before we arrive?
Yes. A grocery pre-stock is one of the most common requests, so the fridge isn't empty on arrival. Pantry basics such as coffee, oil, salt, and spices aren't pre-stocked otherwise, so many guests also plan a first stop at BM Supermercado.
Can you arrange a private chef or transportation?
Yes. Private chefs can be arranged for an evening or two, with menus adapted to dietary needs in advance. Private airport shuttles and rental-car delivery to the home are also easy to coordinate — a popular combination for late arrivals.
How involved is the team during the stay?
Intentionally balanced. Guests have privacy and independence, with clear, responsive support available whenever it's wanted. Many guests describe it as more personal than a typical vacation rental and more relaxed than a hotel.