Bposhtels San Juan

I found a cockroach in my bed and left right away. It was disgusting and completely unacceptable. Reception promised a full refund if I chose not to stay, but after I left, I got an email offering only a partial refund, saying they could have changed my room. Being moved doesn't seem like a solution when cockroaches are already crawling in the beds. It points to a serious lack of hygiene and respect for guests. This hostel is unsanitary and dishonest. Avoid it.

The room was clean, with a comfortable bed and plenty of toiletries. From check-in on, my stay was excellent, thanks in part to the Customer Relationship Manager at the desk, who was extremely kind and went out of her way to help. The young man at checkout was very nice too. The location is central, and the complimentary breakfast had everything I personally needed. It was amazing value for what I got. Thanks for such an enjoyable stay.

I booked a bed at B Poshtels San Juan through Booking.com and canceled within the free cancellation period stated in the policy. I have written proof of the cancellation and confirmation that I wouldn't be charged, yet they took the full amount for the entire stay. I contacted them several times and never got a reply. They are using Booking.com policies to dodge responsibility and cheat travelers out of their money. I've never encountered behavior this dishonest from a hostel in all my years of travel. It's unprofessional and disrespectful, with not even basic customer service. If this is how they treat people before check-in, imagine what it would be like to stay there. Book elsewhere.

The front desk told me towels would be available at 5pm, but when I went to rent one then, I was told the hostel hadn't brought any. Because the hostel is connected to the hotel and the desk prioritizes hotel guests, hostel guests can't use the hotel's towels. The front desk suggested emailing to ask for a voucher or refund, but the response was that towels aren't complimentary, so nothing could be done. Loud roommates and ordinary hostel annoyances are part of hostel life. Still, bposhtels seems to have no interest in investing in the guest experience at this location.