Casa Oro Eco Hostel — Restaurant in San Juan del Sur (Municipio)

I've stayed here three time now, and I LOVE it. We temporarily live just outside of town and don't have a car, so we use the shuttle weekly and stay one night at Casa Or once a week to get groceries, etc.

I'll start by saying: CONVENIENCE! They offer shuttle services to almost anywhere you want to go, at a fraction of the price the taxis are currently trying to charge. THE FOOD: Amazing. This place has a great menu and the food is quite good! We often choose to eat right there because the prices are fair and we enjoy it. It's great for people-watching the street and drinking a few beers. Try the local breakfast in the morning too! ATMOSPHERE: We love all the employees. There are two ladies that always work up front, both of which are very friendly and helpful, and even speak fair english. The tall guy who answers emails is a really nice guy, answers emails quickly, and even came over to introduce himself and meet us once after we'd been communicating via email. Even the shuttle guys are really great! There is also a huge roof that you can go out on, day or night. There's nothing up there, though. I WISH they'd install a nice canopy and add some chairs up there, or maybe expand to having a rooftop bar (that closes down relatively early for those who want to sleep). I could totally see people hanging out up there, laying out, getting sun, watching the street, having a few drinks, relaxing in some shade in the high season... Just my opinion.

My first stay was solo in a dorm room on the second floor, and I loved the tall beds and the big lockers underneath, and each bunk has a nice privacy curtain all the way around. Also, from my room, there was a lovely balcony overlooking the street that was so nice to hang out on and have a few beers with new friends. You can't bring in your own alcohol, but you can buy beers there anytime. AND because it was the off season and town was really slow, they offered a really reasonable discounted rate. At that price, it was BY FAR the cheapest hostel I'd ever stayed in, and definitely the nicest of any hostel in any country I've ever stayed in.

My second stay was in a private room on the second floor with my husband. Unfortunately this stay wasn't nearly as amazing, mostly because you can hear every word of your neighbors conversation loud and clear. Also, being on the second floor, the ceiling must be VERY thin because we were woke up numerous times just by the people above us walking around. They weren't being loud, necessarily, but just them walking was enough to wake us up. Also, comparing the more expensive private rooms to those second floor dorms rooms, the dorm room has great natural lighting and the balcony, so I actually liked the dorm room that I stayed in better. Although, I've peeked into a few of the other rooms, and each one is set up different, some not offering as much room, or the balcony.

On our third stay, we knew what to expect from the private room, but I told the lady about the noise from our previous stay, and she told me to go to the third floor and pick out whichever room I wanted and then no one would be above us. Even better, we were the only people on the third floor! That stay was great.

Things you may want to know: If you get a private room, you have the option of just running the fan, or using the AC. If you choose to use the AC, you pay extra for it. No hot water here. If you're looking for a hot shower, it's not at Casa Oro. Hot showers can be tricky to find though, and you'll pay more for those places. You're not allowed to bring alcohol in from outside. You have to purchase theirs. If staying in a private room, your neighbors can hear you! Be courteous. Just have breakfast here. It's affordable, and it's a typical local breakfast! There's the $3 option (Gallo Pinto (rice and beans), platanos maduros (fried sweet plantains), and eggs), and the $5 option (all of the above, but larger portions, plus queso frito (fried cheese)). +...

Absolutely terrible experience staying here. After 10 countries and nearly 100 hostels, this is the worst experience I've ever had at a hostel.

WiFi did not work 90% of my stay. Staff was incredibly rude + lied extensively. Some staff seemed very disinterested in talking with guests. Lady at the kitchen was very unfriendly and started angrily slamming things after I asked for more butter and hot sauce with my breakfast. I booked an AC room due to a scooter injury. I had some deep cuts on my legs & arms. AC did not work and I had to walk to the lobby and back (3 floors) nearly 5 times before they moved my room. The receptionist was just on Facebook while I was trying to get help. In the morning, the management accused me of lying about the AC and claimed that it was actually working (even though it was not). Why would I walk up and down the stairs 5 times and switch rooms to a room with more beds if the AC was working? When I told the manager about the situation and explained it was challenging to walk up and the down the stairs so many times, he asked me if I was dying. Really? He then offered me 1 dollar off the room as compensation if I extended 1 more night, and claimed he was giving me a great deal. Shocking. The owner finally came by and told me I was taking out my injury on the hostel when I was just unhappy about the lack of AC and the amount of effort it took to get my bed changed. In the end I didn't even ask for a refund for my stay, just a refund on the difference in the room rate of a 4-bed and 8-bed dorm (as I had to move rooms). It took 1 hour of discussion before they finally agreed to this. In hindsight, this was a waste of my time.

I understand that this is Central America, and luxuries like AC occasionally break or can be inconsistent. Usually, I'm pretty adjusting and don't mind. That being said, the behavior of the staff was not at all appropriate. I have never had such a poor experience with hostel management or staff in my 3 years of traveling. Avoid this hostel.

----UPDATE: Response to Casa Oro's Comment

Firstly, I think the owners language says everything here. In good hospitality, the customer is always right (initially). It's the staff's job to investigate the problem. Instead, the owner just assumed that I was lying about all my claims. This is terrible management.

I never was rude nor raised my voice. Nor was I seeking pity. - The owner goes on to lie, claiming that he listened patiently while I "launched a full discourse", however he wouldn't even let me finish my sentences. He kept talking over me. He just wants to spin lies to make himself look better.

The most blasphemous part of the owners response is when he writes "Given you're an expert traveler, I thought you might know a bit about Semana Santa ... When we spoke, you didn't seem to have any awareness of this local holiday, much less respect for local culture or people." ------- I know a lot about Semana Santa. I speak Spanish and lived with a local family in Antigua, Guatemala (the religious center of Semana Santa) for most of the week before Easter. Claiming I have no respect for local culture or people because I was injured and wanted AC is a dirty shot at best. Again, the owner is grabbing at straws for reasons to invalidate my complaint.

Again, the owner claims the AC did actually work based on the fact nobody else complained. Maybe the other 3 guests didn't complain because they were out at Semana Santa festivities the entire night? I didn't see them the entire day up till 11pm. Or maybe they didn't want cold AC so they didn't complain that it didn't work? Food for thought.

Finally, he claims I stormed away and created a new scene with the receptionist. This is because the receptionist claimed I "wasn't allowed to stay anymore" even though I was in no shape to move hostels. Great staff - "lets force the injured...

Ignorance. Carelessness. Disrespect.

Unfortunately, even though most of the general staff at Casa Oro are genuine and polite, the two ladies working at the reception in Casa Oro make me never want to visit this place again.

We were guests at Casa Andalucia which is partnered with Casa Oro, so we were using their shuttles, eating their breakfast and having our laundry done by them etc.

On several occasions I have experienced disrespect in a variety of forms from the two women at the reception. Firstly, I was snapped back at for asking about a different shuttle price, which another employee told me first it was supposed to be cheaper. It was just a question…

Then we received the worst laundry job we have ever seen travelling, with a weird smell and some of our clothing even getting damaged (actually shrunk…), and I didn't hear from the receptionist for days, who seemed to be in charge of the people laundering our clothes. Finally, I had to speak to her 4 times during several days to get her moving. Words like: "What am I supposed to do about it? This isn't my fault" etc. were her main responses. Until today I have not heard a personal apology from any employee involved. The only thing they managed to do after ME having to convince them, was to not charge us for another two extra nights, which still didn't cover the damaged clothes...

Then our place (Andalucia) had no water for our last 3 nights (probably longer) and the tone was once again: "It's not our fault. One of the tanks was broken." No apology again for not informing us in any way during 3 days or doing anything about it. Toilets were getting disgusting, the kitchen was chaos and the pool got dirtier by the day. And of course we couldn't shower.

And then one last thing, ladies - I could sense when you were talking badly behind our backs because you found the laundry-problem of no importance and you let us wait for half an hour even though we asked for help. Chatting and laughing, sitting across the room from us. Yes, the two reception-ladies, I mean you two. This is the opposite of hospitality.

Conclusion: If Casa Oro and their partner hotels had dozens of employees before Covid, and they wish customers to come back for support during times of crisis, do you seriously think people will be loyal when we are being treated like this…? I would rather spend my money at a place where someone is respectful, honest, care-taking and polite.

Hasta nunca...