Santiago Guesthouse Kyoto

The capsule wasn't soundproof. It's all wood, so noise bounced around and echoed, and other guests could be disturbing. The whole place also smelled bad. I wouldn't book here. Check-in was the worst customer service I've experienced. The Indian front desk staff were unbelievably rude, and the manager had the same terrible attitude. I was treated as if I couldn't pay and should just cancel, even though the booking was non-refundable. Guests deserve basic respect, and front desk staff should be polite, professional, and helpful, with clear, courteous language. The way I was treated was disgusting. The booking was misleading too. It didn't clearly explain the taxes, or say that the building had no lift. I was assigned Floor 4/B with 23kg of luggage. If I'd known, I would have skipped this hotel. I don't care about the tax, I care about basic human respect. This person doesn't belong in hospitality. It was the worst service and accommodation experience of my whole Japan trip.

The kitchen frying pans were scratched, and there were hairs in the beds. I stayed in the same bed after it was supposedly “cleaned,” but my hairs were still there, so I really doubt it had been cleaned. I booked an extra day at 10:12, but they misread it as 12:10. They bagged up all my belongings and took them out of the room. That isn't how this should be handled. Even without a reservation, they should wait a few hours for the guest to return and ask if they're staying. If someone's belongings are there, it makes sense to think they'll come back. In this case, I had booked another day anyway. If you're looking for a cheap hostel, there are other options nearby.

I wouldn't stay here again. It was very noisy, especially at night, because the hostel is right on a main road at an intersection. Earplugs didn't solve it. Privacy was uncomfortable too. Even with curtains around each bed, you could still see into every bed. Hygiene wasn't good: under our beds and along the wall, it looked like there might be mold. Then, on the night before checkout, a RAT literally ran right in front of us at reception.

Basic and relatively cheap, but comfortable and in a handy spot for a short Kyoto visit. The place is open 24/7, and if you arrive late, they'll leave your capsule key at reception so you can check in the next morning. There's an extra 200 yen city tax. You can leave your luggage there all day while you visit temples nearby.