Surf Ranch Hotel & Resort

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 recently had the displeasure of staying at the Surf Ranch and resort please do not stay here. If you are thinking about it then listen to this. The resort is 3 Kms from town and promised a shuttle. There shuttle was “broken” and they refused to compensate guests in any way it is at least 5 dollars one way to town. Second they claim to have a climbing wall free for their guests it is in terrifyingly bad shape with holds ready to pop off at any moment. They are unavailable to discuss issues with and are completely unhelpful. I had to leave early 2 weeks early for a death in the family. They refused me any refund and even tried to charge me for outstanding bills even though I was there on an all inclusive package. They have gone as far as firing a local Nicaraguan worker for this issue blaming him for my refusal to pay. This is the worst place to stay in San Juan do not do it.

Was charged additional charges and when complaint was made was told that I was ignorant and and imbecile that didn't understand the charges. The place itself as well is too recluded and if it rains you are going to be stuck there since you have to cross a small river to get there.

Very cool hotel! I booked as I am travelling with my family and saw the water slide and skate park in the photos. Upon arrival, we were greeted my family staff, especially the guy in the bar, I think his name was Felix. During our 4 night stay, we felt it became home. We saw many guests come and go and got to meet many people at the skatepark, especially around 5pm, when locals and expats come to skate. We rented a condo, which I believe is a few dollars more than the rest but are the best rooms, we have no complaints about the room and it overlooked the skatepark. The waterslide, rock wall, water park, were all great, but I think even better is their river in the back, it has some small waterfalls and seating areas where you can chill and be in nature. We highly recommend the hotel, and Lucas was a great help assisting us with any questions that we had.