Villa Herencia Hotel — Hotel in San Juan

The Ghost Hotel: An Artist's Disappointment with Missed Potential

A haunting concept marred by a lack of service and misleading presentation.

As an artist, and known fashion designer who challenge the status quo, I was immediately captivated by the idea of VILLA HERENCIA HOTEL. The name along with images of a historic building steeped in atmosphere, its very bones whispering tales of the past. The furniture, I was told, spoke volumes about the property's rich history. It had the potential to be an unforgettable experience.

Unfortunately, the reality fell far short of the dream.

My first encounter wasn't with a spectral presence, but with the absence of staff. Reaching anyone proved an exercise in frustration, with calls going straight to voicemail. The website, my initial point of contact, only deepened the confusion. It portrayed The Ghost Hotel as a full-fledged establishment with breakfast, a restaurant, and attentive customer service. None of this was true.

A Rude Awakening

Upon arrival, the truth became painfully clear. The Ghost Hotel wasn't a hotel at all, but an Airbnb disguised as one. Disappointment washed over me, particularly considering the price. Just a block away, Hotel El Convento offered all the amenities promised by The Ghost Hotel, wrapped in a stunning historic setting.

A Ray of Light – and More Disappointment

The sole bright spot was the kind cleaning lady who confirmed my suspicions about the property's true nature.

Lost in Translation

This experience left me feeling misled and frustrated. The Ghost Hotel, or should I say Villa Herencia, has the potential to be something truly special. The historic architecture and unique atmosphere are undeniable.

A Call to Transformation

I urge Villa Herencia to take this feedback constructively. Focus on the strengths – the beautiful structure and rich history. Update the website to accurately reflect what you offer. Invest in proper customer service – a welcoming presence, not just a phone number.

A Missed Opportunity – and a Promise Unfulfilled

My initial plan was to return after visiting St. Thomas. The lackluster experience, however, forced me to change course. Hotel Villa Herencia could have been an enchanting stay, a place where I could wake up to breakfast in a captivating setting. Instead, it became a reminder of missed opportunities.

A Final Hope

I hope Villa Herencia heeds this call. San Juan, with its vibrant culture and warm people, deserves to have this gem shine at its full potential. With the right approach, Villa Herencia Hotel can transform from a disappointment to an...

I am giving this hotel this rating based upon service. My daughter and I were in San Juan for one night and chose this hotel. I got an email the day of check in stating that no one would be there at the hotel to check us in after 1pm. We were arriving late in the afternoon and had extremely heavy luggage and had a second floor room. I called the number on the email to see if they could accommodate us on the 1st floor since they didn’t have anyone there to help with the heavy luggage. They emailed me back and said they didn’t have first floor availability. They also didn’t offer for anyone to be there to help with the luggage. The stairs were very narrow and I was trying to carry an extremely large piece of luggage up and slipped and fell. I was very upset and frustrated at this point. I was uncomfortable staying at the hotel with not one person there to help us and also being in a new country. We needed recommendations for places to eat and didn’t have any guidance. We ended up finding a hotel nearby that was extremely nice and had a bellman to help with our luggage. I tried to call the Villa Herencia and also the emergency number they had on their email to tell them we would not be staying. They wouldn’t answer the phone. The other hotel we moved to also tried calling them 3 times with no answer. I sent an email the same day and told them we would not be staying and they needed to refund our money. They never emailed me back. I called the next morning and the man I spoke to said he was sorry but I should’ve known in advance they were only there until 1pm. He said he would speak to the manager about the refund and let me know that day. I am still waiting 4 days later. I emailed again and still have not received an answer. If you want to feel alone and isolated with no one to answer your emails or calls if you have a problem this might be the place for you. Also worth noting the room was old and claustrophobic and not one bottle of water to be found! We were extremely thirsty after traveling all day and it was very hot! I am very disappointed at the lack of support I received especially after I explained my experience. The right thing to do was to have someone there to help with luggage and if you couldn’t do that then you should’ve refunded my money when you knew we didn’t stay. El Convento next door was extremely nice and had a full staff 24/7. The rooms...

I recently had a very disappointing one-night stay (Dec 29 to 30, 2023) at Villa Herencia Hotel in San Juan, Puerto Rico (Old Town). |I had booked on Expedia and paid USD 382 for one night (taxes included but not even breakfast). I felt this was an exorbitant amount of money given the very poor quality of the room and the hotel in general. I complained at check out; they told me to send my complaints to the owner/manager (which I did), and they never even bothered to reply. |First the good points (and there were very few):|- the Front Desk person was friendly and tried to be helpful, although the hours of the front desk were hard to figure out|- The AC worked well, as did the mosquito netting around the bed (which was necessary, see below) |- The location in the Old Town was convenient. |Now for the complaints – and it is hard to know where to begin:|Everything from a maintenance & cleanliness standpoint was a huge disappointment. Common areas and our room were shabby and dirty, especially the floors. The entire ground floor smelled of mold. The restroom on the ground floor, when I used it the first day, was filled with unsightly debris and junk.|The rooftop terrace was a disaster: mosquito infested due to standing water everywhere; this made it impossible to sit outside without being devoured by insects; an ugly hodge-podge of cheap plastic furniture; dirt, dead leaves and other debris all of the place – it looked like it hadn’t been cleaned or swept in ages; a hot tub that seemed covered & closed; dangerous looking plywood that seemed to be some sort of provisional repair of a more solid brick or stone balustrade that must have collapsed previously; 3 claw footed bathtubs (!) that I guess were supposed to be some substitute for the missing pool or the closed jacuzzi – but really it looked like a junkyard; etc. |The room: dirty floors; barely warm but not hot water in the shower, with very little water pressure. The tile floor in between the two bed areas were, as elsewhere in the hotel, dirty. |No breakfast: nothing at all, just a Mr Coffee pot of coffee. |For almost USD 400 for a night, this was excessive. Not at all the quaint “boutique 4-star hotel” pictured in the Expedia site or the hotel’s own website; more like a youth hostel or one-star hotel. Even at HALF the price I would have felt it was very poor value-for-money. ...