We arrived only to find out they overbooked, and arranged for a "cabin in the woods" for us. We didn't have a choice, because we needed to sleep somewhere, so we were taken to a family member of theirs, that had a "cabin in the woods" behind their home...
The family was really nice and did their best for us. Their hosting cabin was very basic, but we really didn't need much. However, since the cabin was made out of planks of wood that didn't fit very well together, and being in the middle of the rain forest... we found 4 very large spiders inside the place. I mean big, fat, 3-4 inch spiders...
At that point, my daughters decided they can't stay the night, and rightfully so. It was late in the evening, and I went back to the hotel's reception, and asked for a decent room. The staff really tried to help, and after 90 minutes on the phone, they came up with only a single option – a smelly 4x2 meters hostel room with two bunk beds and shared bathrooms. Obviously we took it. Better than to get bitten by giant spider at night.
The next morning I asked for all my money back and the nicest room available. They did get me a room on premise for that night, because some people have checked out. But refused to give me any refund.
The staff was empathetic and tried to help. It is the hotel owner and his over-booking policy that caused this. This is no way to run a business, and I urge you not to book with him, because he doesn’t deserve your business, and you may get stranded as well