Matthew S.
Yelp
I would like to provide you with a balanced review of Posada San Francisco.
To start, here are some of the great things about Posada San Francisco:
- The location: right in the heart of Old San Juan. Walkable to so many restaurants, bars, and both forts. The beaches are a bit more of a walk, but doable if you are willing. There are also lots of spots to hop on a free trolley or 75 cent bus.
- The cleanliness: I felt the entire hostel was clean - including the bathrooms and common areas. I really liked the kitchens. They were well stocked with the basics (pots, pans, utensils, plates) and provided a big, open area in which to cook. There was lots of seating as well, inside and on the balconies.
- The price: In my opinion and experience staying in hostels, the price is mstly fair. Also, the location makes the price more worth it because you could easily not rent a car (as we did) and still have an enjoyable and fun stay. I still recommending renting a car if you plan on exploring other parts of the island because taxis are very expensive.
- The atmosphere: The hostel is very historic and has a great vibe and ambiance about it. We loved the balconies that looked out over the water. Very lovely overall.
Unfortunately, we experienced some poor customer service at Posada San Francisco. It was prompted by a misunderstanding on our part, and escalated as we tried to understand and work out a solution. Here is the essential outline:
- Before we came to Puerto Rico, we had to change our reservation due to some life events, as aforementioned. After the change, I did not receive a confirmation of my changes (in the confirmation format that I had seen before). I suppose I should have asked for one, but I felt that was there responsibility and I felt that the email chain that I had going confirmed our reservation. This included having to switch rooms during one night of our trip.
- Due to the misunderstanding, there was a discrepancy about when we would have to change rooms. We did not mind having to change rooms and expressed that we understood their busyness. However - we did not know about one of the room changes so when we were an hour away on a beach and received a phone call telling us we had to get our stuff out of our room, we were very distressed to leave 4 hours sooner than we planned. Also, when we tried to explain our misunderstanding, we were met with aggression and unprofessional behavior.
- The woman who we emailed with prior to arriving and over the phone during the incident acted rude and disrespectful toward us. She did not give us the chance to explain how we understood the situation at all. She spoke over us, interrupted us, and told us "well it's just all there in black and white."
- Furthermore, when we asked if our deposit could be applied toward the rooms, she told us that we lost our deposit when we changed our reservation.
- **NO WHERE IN THE HOSTELS TERMS AND CONDITIONS, HOSTELWORLD.COMs TERMS AND CONDITIONS, OR ON THE RESERVATION PAGE FOR POSADA SAN FRANCISCO ON HOSTELWORLD.COM DOES IT SAY YOU LOOSE YOUR DEPOSIT IF YOU CHANGE YOUR RESERVATION**
- It says if you cancel, then you loose it, but the parameters of what constitutes as canceling are not explained.
- Basically, we ended up having to pay a lot more for two more nights, having to switch rooms twice instead of once.
- There was a final incident with the owner that I feel needs to be shared. While checking into our last room of our stay (the third check in we had to make), we encountered the owner. He was visibly angry and the tone of voice used toward us with loud and aggressive. We were told things like "you screwed up" and "we should be able to talk about these things like adults not little children." This all occurring in the front desk area of the hostel. When my husband asked the owner to stop blaming everything on me, the owner yelled, "Don't tell me to shut up!" (which my husband did not say).
- All of this and NOT ONCE did ANYONE say that they were sorry for the miscommunication; sorry for the way they spoke, or made any effort to accommodate us in any way.
- We understand that hostels and hotels are different, but customer service like this is unacceptable no matter what the format.
We share all this not to deter anyone from staying at the hostel. There are so many lovely things about it and I cannot imagine that this happens frequently. I am not saying that we were 100% right, but I am not saying that they were not either. What I want to share is how this hostel handled a tough situation - which, in my opinion, is telling about the values of an establishment. It is unfortunate that a simple misunderstanding was met with aggression, unprofessional speak, and overall disrespect. On principal, we will not patron Posada San Francisco again. If you choose too, be sure you read all the fine print, get everything in writing, and make sure you and them both fully understand the cost and length of your stay.
Stayed March 2015