Casa Saffra — Hotel in San Juan

A few months after booking, someone in our group notices that the dates we have the house booked are partially available on Airbnb. I immediately message Casa Saffra. This should have been my first sign, dohh! They were immediately dismissive and combative in trying to sort this out. They apparently couldn’t find my reservation, but once I was persistent, they eventually found it and apologized for the double-booking of some of our dates. Multiple times they insisted I was trying to scam or extort them (all while I am wondering the same about them, ugh). In the end, Monique again apologizes and offered to greet us upon arrival… “Again I apologize and will await your arrival with a mojito and/or a margarita in hand lololol.” They offer to put us in another home close-by that is alike and can accommodate our group. I accepted the offer, although a bit nervous about the whole situation. We kept a close eye on our dates on the VRBO and Airbnb calendar after that; just in case… In the days leading up to our departure, I had received check-in instructions and a contract for our “other rental home” but nothing from Casa Saffra. I e-mailed them about a week prior to our arrival and got a general response of “Eddie will be checking you in 3xx-xxx-x449”. This should have been my 2nd sign, ugh. We never receive any formal check-in or check-out instructions or house rules or home instructions, or any literature or address or directions to the house. Through google, I was able to find and save the address so we knew where we were going. I also sent over our flight info to Casa Saffra. The day we arrive, we find the house. BIG SHOCKER: NO mojito or margarita! After some calls and texting and waiting around ‘outside the gates’, Eddie arrives to check us in. At this point we’ve been traveling with small kids for 12+ hours overnight; we’re tired and the kids are overly excited and hangry. Eddie proceeds to ‘tell us everything we need to know’ all while kids and people are shuffling everywhere upon this chaotic arrival. I am not sure if I even heard 10% of what he actually said…tough arrival. The home itself was okay. It could definitely use some maintenance and updates…but it worked out just fine for us. The location was pretty great! Across the street from the waterfront, but the street was awfully busy and loud all hours of the night. The hospitality side of things sucked. We had no check-in instructions, house manual, local guide…or anything for the area. We had just a few rolls of TP, and no paper towels. We had 10 bath towels total (2 in each room)…for 11 people staying 4 nights. There were no kitchen towels or pot holders or most basic kitchen items (measuring cups or whisks) in the kitchen. We love to cook, so the whole kitchen thing was a pretty big bummer. We also had a lack of linens. We messaged Eddie on our second day asking for this stuff…he stopped by and provided most of it (and a BBQ), but seemed annoyed by it all. It’s not like we actually wanted to spend our vacation chasing down most basic vacation rental items…it was equally annoying for us too. And I don’t even mind coming prepared with these things if necessary, but it should have been communicated prior to our stay. Overall, our actual stay was okay and we were ‘just-enough’ satisfied. Fast forward a few weeks…and I notice that I got my refundable damage deposit back for the “other rental house” but nothing from Casa Saffra. It’s a $500 refundable damage deposit I paid on the stay via VRBO. I call VRBO first, and they also see the processing of this refund is long over-due. They give me a case number and say they will contact and work with the property manager (Casa Saffra). Days go by and I hear nothing. I call VRBO again (another 1+ hour call) and get ANTOHER case number…apparently they can’t reach the property managers. Weeks have now gone by, and...

My wife and I along with my sister and her care taker/friend stood 6 days at this site First experience booking with VRBO. We booked it in Sept 2019 for Feb 2020. We communicated with the rental a few times with questions and at times there was quick response. The place in itself is lovely and right in the middle of old San Juan. A few steps away looks like a little santucary for stray cats in which your greeted on occassion by them. We stood in apartment 2. It has a master bedroom with attached bathroom and 2 other bedrooms in which one does not have a closet. My sister has a rare disease called Hermansky-Pudlak syndrome (HPS) which requires 24/7 oxygen. Inspite her handicap she wants to see and do as much as possible. From day one Her bathroom had a problem with hot water, she would let it run for quite a long time before it even got close to warm. The bathroom my wife I used required the water to run about 10 minutes til it became comfortable. My sister advised management a few times about this and management had suggestions to which didn't work one of the suggestions was to use a different apartment to bath, We spent $2000.00 for this apartment the suggestion was unheard of. In the last couple days it was again addressed to management to which they came and worked on it, so the last day of our stay my sister was able to take a hot shower. Management indirectly did not believe my sister had a problem with hot water and that I found disconcerting. In this I found lack of cutomer service. There seemed to be a absence of compassion. I hate writing negative reviews, I'm the guy that over tips, helps the homeless etc but when people are inconsiderate to the ill that's different. Do I recommend this place? sure why not! It's a nice place. You might have better luck with the hot water...

Location was wonderful. In walking distance to a lot of the places we wanted to revisit. We stayed in Unit 2 which was ground level. The room were very nice and spacious. The beds were pretty comfortable in the two larger rooms. The decor was charming and very grateful for all the air-conditioners after a day in the sun. Plenty of extra towels and the owners were very helpful. I would recommend staying here if coming with...