Barceló Hotel Group issued a public apology after a couple with visual disabilities denounced that the Occidental Papagayo hotel in Guanacaste refused entry to a guide dog, leaving one of them unable to take part in a planned birthday trip.
The case involved Andrea Arce and Alberto Zumbado, who said they had arranged a stay at the resort during the May 1 long weekend. Zumbado uses a certified guide dog, but Arce said the hotel informed them the animal would not be allowed inside the property, even after she explained that it was not a pet but an assistance animal.
According to the complaint, hotel staff offered to assign a person to assist them instead of allowing the dog. Arce rejected that response, saying it undermined the couple’s privacy, autonomy and right to move independently. Zumbado ultimately stayed home, while Arce said the birthday trip went ahead without him because other people in the group had already planned the visit.
The incident drew attention after Spanish journalist Jonatan Armengol shared the couple’s story on social media. The case then spread through Costa Rican and Spanish media, turning into a public test of how our country’s tourism industry handles accessibility rules for people with disabilities.
Barceló apologized publicly on May 14 and said the situation should not have happened. The company said it had contacted the affected person directly, started an internal review of what occurred, and would reinforce staff training and protocols so similar incidents are not repeated.
The director of Occidental Papagayo, Raúl Arranz Medrano, described the incident as a regrettable human error. Barceló also said the episode went against its stated principles of inclusion, respect and accessibility.
The matter may now move beyond a public apology. Arce filed a recurso de amparo before Costa Rica’s Constitutional Chamber on April 30, alleging discrimination. On May 11, the court accepted the filing for review and requested a report from the hotel within three business days.
Costa Rican law gives clear protection to people who use guide dogs or other assistance animals. Article 45 bis of Law 7600 states that people with disabilities who use guide dogs, assistance animals or mobility support products have free access to public transportation and to public or private buildings without additional charges.
The Health Ministry has also made a distinction between pets and assistance animals. While animals are generally restricted in food-service establishments, assistance animals, including guide dogs for people with visual disabilities, are allowed to remain in public dining areas, though not in food preparation zones.
For Costa Rica tourism, the case is a reminder that accessibility is not optional customer service. It is a legal obligation. Hotels, restaurants, tour operators and transport companies that receive travelers with disabilities are expected to know the difference between a pet policy and the rights of a person using an assistance animal.
The controversy comes as Costa Rica continues to market itself as an inclusive international destination. For travelers with disabilities, the law is already on the books. The question raised by the Occidental Papagayo case is whether tourism businesses are training staff well enough to follow it in daily practice.
