This was, hands down, the absolute worst experience I have had at a hostel/hotel in all my years of travel. I actually could not believe how poorly we were treated, and would never stay at this place again or recommend it to anyone.
I realize that each person's experience of their stay at a place is subjective, and can be affected positively or negatively by many factors. For this reason, I believe that Tripadvisor is an important tool for people to use and to assess a place's overall value for themselves, with as much information as possible. Thus, I will give a full account of our particular experience - take it or leave it as you see fit.
My friend and I were to be meeting in San Cristobal for a few days, and as she arrived earlier than I did on an overnight bus, she arrived at the Posada before I did and was shown a room (apparently the last one available during busy Semana Santa dates). While the initial assessment of the room should have been enough to show her that it was not clean or even fit to even be rented, her limited understanding of Spanish and complete exhaustion from the ride led to her accepting the room and promptly falling asleep in the bed. Granted, we accept this as our mistake.
When I arrived, at noon, and told the receptionist that I would be meeting my friend and staying in the 'double room' with her, the woman told me that it would be 150 pesos more for me (when my friend had been told that the entire room was 150). A bit confused, as my experience in five months of travelling through Mexico was the rooms have a fixed price that must be paid regardless of how many people are sharing it, I accepted the payment. I was not given any receipt or record of payment for this extra charge, and when I looked at my friend's receipt to all appearances the room had the price of 150 pesos.
The room I was shown to, where my friend was sleeping, had no windows, a shoddy lightbulb hanging from the wall, barely any space to move, and the bed was two mattresses haphazardly stacked on top of one another. It was called (the only humorous part of this experience) 'La Gruta' ('The Cave').
From the beginning, I was shocked that the Posada - even during Semana Santa - would have the gall to rent this claustrophobic closet space for 300 pesos per night.
We left for the day. When we arrived back at the Posada in the evening (8pm) and sat down on our bed, we realized something: the mattress and floor seemed to be covered with small, granular seeds - something that may have fallen from the ceiling or been left by a previous guest. When I first saw it I thought it might have been sand from my towel or sandals, but after checking out the entire bed and room, we realized it was EVERYWHERE. In all of the sheets, even under the pillows.
The room had not been cleaned and the sheets had not been changed before my friend occupied the room that morning.
I promptly went down to reception - where a young man was now working - to ask him to come up and take a look. He did, and when I suggested that the room had not been cleaned and that we would have to ask for a refund, he promptly stomped downstairs and called the owner, and also asked me to pack my bag. When I told him that this would be essentially throwing us out onto the street as we had made no other reservation, he angrily shrugged his shoulders and said "well, if you don't like it..."
During his conversation with his superior, to which I was present, the man at reception told the owner that he believed we were lying about the room not being clean when we arrived, that we had made it dirty, and that he was going to give us back our money and ask us to pack our bags.
Obviously, the owner was not on the same page. After an extended conversation, the man hung up and - his tune having done a complete 180 - smiled sweetly at us and asked us to forgive the error - that the room had indeed not been cleaned since the last guest left. He then said that he would promptly move us to a different room (although my friend had been told that there was no other room left except the one she was offered???) and give us back our money.
I was flabbergasted. This is not hospitality by any stretch of the imagination. When a guest mentions an issue - especially with cleanliness - the reaction of the hostel/hotel should not be to ACCUSE the party of LYING, and then to threaten to kick them out. And I also am deeply disappointed that a place would rent out such a sub-par space to two young travellers for 300 pesos a night. Sure, it might be acceptable as a very budget option, but should be offered for MUCH less than this - and the staff should be sure that they are offering a room that has been serviced. The experience we had left a very sour taste in our mouth, as we felt we were being taken advantage of for being young.
As I said, I understand that everyone's experience is not the same, but overall, the quality of service we received here was so terrible that I cannot with any integrity recommend this place to anyone.
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- Also Known As:
- Posada La Media Luna Hotel