[Disappointed] Pil Pil Hostel: Worst Hospitality Manner

C clearly said:

Then put it behind you. None of us knows what was behind his mood that day, so let's forgive him.

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Priskalista said:

I came to Bilbao as a pilgrim, I started the Camino de Santiago in Bilbao and my return flight to my country was departing from Bilbao, too. And this hostel (Pil Pil Hostel Bilbao) is listed on the private albergue for the camino so I made a reservation here (a 12-bed dorm room).

FYI, I'm working in hospitality area in Australia and I am "amazed" at how the staff (only one male staff) treated me. If I do to my guests what he did to me, I would be fired by my boss. I'm serious. Not only is he rude, but also mean. Horrible man. I had 3 horrible experiences in here.

1. I arrived before check in time. I know the rules that the bed wasn't ready and all I can do was to drop my luggage. I asked if I could use the toilet. He said, "Be careful, because I just cleaned it." WAO! Is he saying that I would make the toilet dirty after one pee?? What kind of person said that?? Was he reluctant to let me use the toilet because I haven't checked in?? Or is it because I wore hiking boots (like every pilgrim does) and he was afraid that I will make the floor dirty?? I won't even say that sentence to any guests who come to my house!

2. After I used the toilet, I sat on the sofa in the common area. He suddenly approached me and said, "You have to go, because the common area is closed." WAO! I didn't see any sign that it's closed! According to my understanding, if a guest is coming before check-in time, he/she can't use the room but is welcome to use the facilities. And he was telling me TO LEAVE. It was an imperative sentence! I already felt like I wasn't welcome. I didn't feel the atmosphere of the hospitality. I mean, I did nothing but sitting! I didn't turn on the TV, I didn't fart, I didn't use the power socket, I didn't even take water from the tap! And that guy kicked me out from the hostel and asked me to return after 1pm. I honestly cannot understand why the common area is closed. Is it closed for an outsider like me, because I haven't officially checked in? Is it also closed for other guests who have stayed there? Would my appearance in the common area make a bad impression for other guests? I wanted to look for another accommodation but I can't get my money back if I cancel it (a decision I regret later). So I did what he asked: I put what I need in my small bag and leave my backpack at the receptionist. What's worse, he stood in front of me, watching me, while I was organizingy small bag, to make sure that I would leave. I felt like I was a prisoner as he monitored every movement I made. I am hurt by his attitude. I felt rejected.

3. It was past midnight and I went to the toilet (which is located outside the room) as my phone rang and I answered the incoming call. I brought my phone to the toilet and later sat in the kitchen to talk to my partner over the phone. He came to me, "Excuse me. You're not allowed to talk in here. You can go outside the building or hung up." WAO! It's you again! And with your incredible rude, brutal, and mean attitude! Since when a hotel staff TELL YOU what to do and what not to do? I started to feel that THIS IS a prison. I told him that I'd keep my voice down. But he didn't want to listen, "It's past midnight so you can't talk in here." SINCE WHEN? I didn't talk loudly, I didn't laugh, I didn't scream, and I wasn't even in the room (to disturb other guests). At that time, I wanted to check out and leave. I had to say goodbye to my partner over the phone and hung up (because I will not obey his order to go out from the building, which I think is more ridiculous). Are you saying that the walls are so thin so everyone in the bedroom could hear every words I said in the kitchen?? Maybe the wall IS thin, because at the time I wrote this (it's 02.30am), I could hear him coughing and using the microwave in the kitchen! Maybe I should shush him for making noises! I wanted to cry, not because I was sad, but because I felt I was bullied, not respected, and angry.

I cannot tolerate what he did to me. That's not how you treat people, especially guests. The most important thing in hospitality industry is to be nice, friendly, smiling, interact politely with the guests, and have a good manner which can make people feel welcomed, safe, and have a good time. That's why it is called HOSPITALITY. I don't know who the staff is, but he represents the whole property. He does not even smile. He was mean. I call it bullying. I don't care if he's the owner or someone special, but THAT'S NOT HOW YOU TREAT PEOPLE. I'm really serious. I'm disappointed. Sorry, I'm not disappointed, I'm angry.

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Kanga said:

@Priskalista I'm completely understanding of how upsetting your found your treatment - it is hurtful and humiliating - but also because it was your first day and you had not yet picked up the "culture" of the Camino. I'm wondering if it would have happened if you had some other experienced pilgrim to welcome you and show you the ropes, and maybe share a laugh with you about this person. I have certainly come across some "Faulty Towers" characters in albergues, one just recently on the Via de la Plata. His lack of manners made a great story afterwards and gave all us pilgrims a huge laugh. I hope that in time you are able to turn your story around to one that amuses rather than enrages you.

We do need to be understanding that hospitaleros are human and often put up with a lot and are overworked. There is a difference between low cost backpacker style hostels providing for tourists, such as we have in Australia, and albergue accommodation geared towards pilgrims. I'm sure you would have sensed that after walking the Norte. Private albergue accommodation is run with minimum labour. Either the owner runs it, or one person is employed. So often that one person does all the work, for the whole time. Almost without exception everyone is meant to be out of the building (completely out of the building) between 8am and when the albergue re-opens at 2 or 3pm. In fact I cannot think of an instance when I have been in an albergue during that time. The albergue is cleaned from top to bottom by that one person, who then has a few hours off duty, before coming back on duty and remaining on duty until lights off. I've found they are also usually on site during the night, and may be called on to do any number of other jobs to assist pilgrims. In albergues run by voluntary labour there will often be two hospitaleros to share the work, and as they are only at the albergue for two week stints, they can be expected to be more forbearing.

In contrast to albergues, tourist back-packer hostels are run on more commercial lines and anticipate and expect that common areas will be used during the day. They can probably afford more staff. I'm just thinking of the cost of accommodation in Australian backpacker hostels (I've just looked up Sydney, nothing available under $80! - and Newcastle, a city the same size as Bilbao, nothing available under $40. Compare that with what you paid in Bilbao).

Albergues are run with the needs of pilgrims in mind, and that means complete silence after lights out at 10pm because pilgrims generally are very tired after a day's walking and will be up early the following day. Everyone is expected to be in bed, unless making a "necessary" trip to the toilet.

This is in contrast to hostels who cater for a different crowd - often party-going revellers who may arrive late, talk late, socialise late. You will find on this forum unfavourable comments about those types of hostels (I'm thinking Sevilla) and that there is universal disapproval of anyone who makes noise during the night. So those who run the albergues are under pressure to strictly enforce the "silence" rules.

I'm glad that your other experiences in albergues were positive and hope that you put this one behind you, and go on to enjoy many more caminos.

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Priskalista said:

Oh I do respect the rules, that's why I obeyed what he said. But rules are different from manner. And I'm criticizing that one guy's manner. Plus, I wasn't even talking over the phone, I was WHISPERING, and it was in the kitchen. I doubt anyone was disturbed by my voice. I also didn't force to check in before the check in time, I just wanted to sit. The way he talked to me, is like I was being treated as a second citizen.

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Priskalista said:

And this hostel (Pil Pil Hostel Bilbao) is listed on the private albergue for the camino

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davebugg said:

This post deserves more than a "like" It was very well thought out and well written. Thank you.

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