Yagan House — Hotel in Puerto Natales

I would leave a 5-star review if it weren't for the owner and main operator of the hostel, Paulina. Throughout our stay, she was unfriendly, rude, and frankly just super cold. My friend and I had booked a private room (very lovely) for 2 nights prior doing the W trek in Torres del Paine and also each individually booked a dorm bed (which were very uncomfortable) for 2 nights following the trek.

I'm 30 and have been traveling internationally for over 12 years and I've never had such an off-putting experience at a hostel. I'm sharing this review to prepare other interested travelers to see beyond the pretty plants and refurbished wood:

There was an error with Hostelworld and my reservation was initially cancelled for our first night, but we were still charged a the full fee by Yagan House. After staying 2 nights and sharing that we'd like to come back for 2 more nights, I asked if the $38 I was charged could apply to bed rental and laundry service charges... pretty reasonable I'd think. After badmouthing me to one of her employees (assuming I didn't understand any Spanish) she loudly berated me in front of other guests "OK, but enough!" To silence me like a little kid. She lost a $40 foldable backpack that I handed my laundry in with and felt no remorse when we shared this with her. She allowed us to look in the back room for it, but didn't ask for the specifics of the bag nor did she try to help or offer a solution. Frankly, we felt that Paulina's behavior and language toward us throughout our stay was homophobic. My "cute Queers club" shirt I was donning on our last day confirmed our suspicions.

Paulina gave no recommendations of sites to see -- it felt like anytime we had to ask her for something, we had to work up the nerve to do it because she made us feel like we were inconveniencing her. I would not recommend this hostel to someone who wants their money to go to a caring,...

The hostel itself was an absolute delight, beautifully designed and spotless! Breakfast was included and very pleasant. However, this experience was soured by its owner, a very unpleasant and cold host, Paulina, who was very rude to us during our stay. On our arrival, we inquired into the available tours, when given the choice between a full day bus tour or a trekking excursion, we chose the latter and paid. Instead of walking through the exquisite National park on our only available day, we found ourselves spending some of our remaining budget sitting in a van, motion sick. Understanding that this was an innocent mistake, we mentioned that there had been a mix up with the booking with the hostel owner but it soon turned hostile. She became immediately defensive, blamed it on our communication, that we booked on too late in the evening (5pm) and that it's unusual to find space anyway, that we were incredibly rude to question her intelligence and her 20 year experience, and finally to shut up because she'd heard enough. Very unexpected and completely unnecessary escalation from what should have been a simple apology. We're three young girls who have never encountered a problem with a host like this, and sadly ruined our experience in Puerto Natales, especially since we didn't get to hike Torres del Paine...

The hostel itself was an absolute delight, beautifully designed and spotless! Breakfast was included and very pleasant. However, this experience was soured by its owner, a very unpleasant and cold host who was very rude to us during our stay. On our arrival, we inquired into the available tours, when given the choice between a full day bus tour or a trekking excursion, we chose the latter and paid. Instead of walking through the equidiste National park on our ONLY available day, we found ourselves spending some of our remaining budget sitting in a van, motion sick, with 50 year olds taking pictures of the national park through the window, all day. Understanding that this was an innocent mistake, we mentioned that there had been a mix up with the booking with the hostel owner but it soon turned hostile. She became immediately defensive, blamed it on our communication, that we booked on too late in the evening (5pm) and that it’s unusual to find space anyway, that we were incredibly rude to question her intelligence and her experience, and finally to shut up because she’d heard enough. We’re three young girls who have never encountered a problem with a host like this, and sadly ruined our experience in Puerto Natales, especially since we didn’t got to hike Torres del Paine...