We just returned from a 3day/3night stay at Casa SF. This seemed a lovely hotel and we were very happy to have reserved what is the nicest (at least it's the most expensive) room in the hotel (room 1) for a very special weekend - it was my birthday, and, as it turns out, we got engaged.
Unfortunately, there was a very unpleasant, disgusting, chemical odor in the room (notably absent from the bathroom) which we tolerated the first night because it was late and we hoped it would go away with the windows open. It persisted and in the morning, Terry, one of the owners, came to see the room. She immediately agreed to move us to another room. Unfortunately, the room we were moved to was far inferior. It did not have a private balcony and lacked even what one can call a patio. The room was right on the pool (less than 5 feet away), it was dark, had no ceiling fan (which meant the a/c was necessary and unfortunately the a/c was poorly located and strained to keep the room cool), and the bathroom and shower were about half the size of those in the original room. We went from best room to what we assumed was one of the worst. On the plus side, we figured it was much less expensive, and we assumed that we would be comped for the first night.
When we checked out we discovered that these assumptions were incorrect. We were not offered any compensation for the first night, and the 2nd room was only $5 less than the first room ($65 vs $60 - pricey by Nica standards, well worth it for the first room, not worth it for the 2nd). When we expressed our displeasure we were offered a $5 discount on the bill. We thought that was a little silly. After MUCH discussion with the woman at the desk, the manager, and then both of the owners (over the telephone) we were given a 50% discount on the room for the first night.
This resolution probably would have been fine had it been offered before we even said anything. The actual resolution was less important to us than the fact that we felt the issue should have been resolved before we even checked out. We didn't think that we needed to mention that given the problems with the 1st room and the relative inferiority of the 2nd room that we should in some way be compensated. Instead, we were forced to make it an issue. So, unfortunately we were left with a bad impression of the hotel. It is a lovely place (although we would advise you to see the rooms first since they do not all deserve their prices) but we were disappointed that a place that appears to pride itself on providing the level of customer service to which Americans are accustomed, failed to do just that, and then put up quite a fight when we suggested they were acting in error.
Fortunately, our issues with the lodging didn’t interfere with our ability to enjoy the restaurant (pricey by Nica standards but a bargain by American ones) which had great food and a great bar--where Franklin makes the best Cuba Libre in town.
- Official Description (provided by the hotel):
- Hotel Casa San Francisco is a small charming boutique hotel located in the centre of the colonial city of Granada, in Nicaragua. Our guests enjoy not only the different atmosphere of each 9 fully equiped rooms (A/C, hot water, TV and cable) but also the delicious international cuisine of our restaurant Bocadillos, a tapas restaurant and bar, as well as the refreshing swimming-pool and the worthy views from our roof-top terrace. ... more less
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- Also Known As:
- Casa San Francisco Granada
- Casa San Francisco Hotel Granada