– Date of the incident We booked a hostel from 26/01/2018 until 29/01/2018. – Client number username = edimossilva7987 – Full description of the incident We found the Hostel Sylvabelle using the website www.hostelworld.com, but when we arrived at the hostel we realized that it was completely different from the pictures that were showed on the website, and the bedroom and the bathroom were really dirty, we slept one day in the hostel than we tried to cancel our stay and they did not accept that. -desirable resolution refound of the 2 nights that we didn’t use and a huge bonus for the next bookings using the website.
Consumer Reviews and Complaints
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This complaint and/or review was posted on HolySmoke.org on 07:49 am, October 31, 2018 (CST) and is a permanent record located at: https://www.holysmoke.org/scam/hostelworld/.
The reviews & complaints posted about Hostelworld was submitted by a member or guest on this website. Any and all opinions and information are published as is. HolySmoke.org does not edit or remove any aspect of the report and is simply a consumer grievance free-speech platform. As such, HolySmoke.org cannot be held liable for the complaints and reviews posted about Hostelworld as per Section 230 of the Communications Decency Act.
Hostelworld Reviews & Complaints
Booking made on 27th december 2012. Stay at vic bay surf lodge in dormitory for 29 and 30 deposit paid Confirmation received. E-mail send to vic bay surf lodge. Arried – fully booked and according to vb they received no confirmation from hostelworld Double booking and just collection 10 % commission is fraud!!! Thank you Servaas de kock
Hostelworld Reviews & Complaints
Clean and looks good, but you can tell that these guys don’t care about improving their system anymore — that they’ve put in the work and are willing to take their paychecks without any further input. What you get is a virtually self-sustained site that has no problem taking your money but has absolutely no customer service. I emailed these guys about a problem for over two weeks without any response whatsoever. I’ve given up on the money that I’ve inadvertently given them, but will never use their service again.
Hostelworld Reviews & Complaints
Dear Editor, I decided to write you adding my experience because I want complain about fraudulent online hostel booking but I”m a tourist (italian scientist researcher) and I don”t know very well the best way to do it in USA. I booked online a hostel in New York last July (I have the receipt you can read below) but when my plane arrived in NY (during the evening) I phoned to the hostel and they simply told me than there aren”t rooms! I didn”t find any other rooms that night (was a Saturday night in very high season period)except very expensive hotels so I decided to sleep in my car with my husband and my son but it was not a great experience and it could has been dangerous! I hope you can help me and send this letter to competent organizations. Thank you very much Dr. Milena Merlo Pich From : [protected]@hostelworld.com To : [protected]@libero.it Cc : Date : Wed, 25 Jul 2007 10:29:02 +0100 Subject : Your Confirmed Booking from hostelworld.com Booking Confirmation [protected]) Confirmed for Milena Merlo Pich at 09:29:01 25th Jul “07 Hostel Info Greenpoint YMCA 99 Meserole Avenue Brooklyn, NY 11222 New York p. +[protected] f. +[protected] e. [protected]@ymcanyc.org Booking Info Date Room Type USD Persons Total EUR 28th Jul “07 2 Bed, Private Room (Shared Bathroom) 34.00 2 68.00 51.17 28th Jul “07 2 Bed, Private Room (Shared Bathroom) 34.00 2 68.00 51.17 29th Jul “07 2 Bed, Private Room (Shared Bathroom) 34.00 2 68.00 51.17 29th Jul “07 2 Bed, Private Room (Shared Bathroom) 34.00 2 68.00 51.17 TOTAL: 272.00 204.66 Deposit: 27.20 20.47 Service Charge: 2.00 1.50 Cancellation Protection: 3.00 3.00 Charge on Card (Service Charge + Deposit): – 24.22 AMOUNT DUE ON ARRIVAL AT GREENPOINT YMCA: 244.80 – NOTE: A non-refundable charge of EUR24.22 has been billed to your credit card. Upon arrival at your accommodation the BALANCE OF USD 244.80 IS PAYABLE. You are due to arrive here at 21.00. For your convenience, we have stored your booking in [1]your account in the new Hostelworld Travel Network You have purchased Cancellation Protection for this booking. If you wish to cancel this booking, do so through [2]your account. Your account with then be credited with the value of the cancellation. To download your New York City Guide, [3]click here. This is an automatic email please do not reply to this email. Contact hostelworld about your booking [4]here! DIRECTIONS From La Guardia or JFK International Airport, take the New York Airport Service bus to 42nd Street & Times Square. Take the underground metro to 14th Street then transfer to the L train to Lorner Street. Transfer at Lormer St. to the Queens bound G train, one stop to Nassau St. Go upstairs and walk to Meserole Avenue. CONDITIONS * The outstanding amount is payable to the property directly upon your arrival. * Cancellations must be notified directly to the accommodation provider at least 24 hours prior to arrival * In the event of a no show, your card will be charged for the first nights accomodation total. * For any changes to an existing reservation, please contact the accommodation provider directly * Should your credit card expire or your credit card details change prior to arrival, please contact the accommodation provider directly with the amended details * In the event of cancellation, the booking deposit and booking fee are non-refundable. * Please read our [5]Terms & Conditions * If you have a question, please see our [6]FAQ.
Hostelworld Reviews & Complaints
Extremely disappointed with this hostel in Phuket, Thailand. The front desk hours were 9am-11pm, yet no one was there for 6 hours but during the day. I planned a ferry to phi phi through them and told them I would need to check out at 9, but when I went down no one was there to return the keys and get my 400 baht refund back. I called, the guy said he was on his way but wouldn’t make it and to give him my paypal info. However, I did not have a paypal account nor do I feel comfortable giving them my information after they have been really sketchy. I expect to be compensated for the deposit that I am owed.
Hostelworld Reviews & Complaints
Having viewed the hostel/prices/reviews 96%, through hostelworld.com I booked on line, one night in May, and two nights in October. Having contacted the owner direct to arrange a taxi, this did NOT meet us at the airport. Arriving at the house, it was nothing like the photos on the web site, but the location was good. OK the room was fairly clean, hot water, but an awful breakfast. On my return I have been trying to cancel my booking in October via “My World” my booking was not showing, even though I have a booking confirmation confirming the deposit. Being unable to cancel the booking on “My World” 5 replies were sent via customer services to log in, but no details were showing.Phoning the owner, she promised to cancel the booking, and advise me my e-mail, no response. Phoning hostelworld.com 6 times, I was put on hold, leaving 2 messages to phone my mobile number, no contact after 3 days. Now they have my card details, and if I do not cancel, they will take the first night accommodation charge. I even phoned directory enquiries in Ireland, and there was NO listing for this company, at the address given on the web site.My bank have advised me that the money could be taken via another subsidary company!!!
Hostelworld Reviews & Complaints
Hello I booked this hostel through you guys and they charged me $169 euros when they were suppose to charge me $70 euros on entry. I organised a refund and they said they transfered the money but they didn’t and are now not replying to me now. Would it be possible for you guys to sort this out because I’m now in another country and they are no longer speaking to me
Hostelworld Reviews & Complaints
HI CHRISTINA, YOUR BOOKING IS CONFIRMED Reference Number: 84071-[protected] Hello, We made a booking in Casa Elemento in Minca for tonight (now 9 pm in Minca). We wanted to go there and had to find out that Casa Elemento according to google maps is not the Casa Elemento we booked. The one we booked is 1 hour away from real Minca city and we cannot even find it on google maps (also not under Finca Bella Vista). We had to find another hostel now and ask for a refund for the original booking of the hostel that is one hour away from here. Enclosed pls find the screenshot showing what you find when you look for Casa Elemento:
Hostelworld Reviews & Complaints
Hi Hostelworld, I booked 2 nights at Min Hostel from the 1st-3rd March. I emailed and called ahead to let them know I was getting the night bus and wanted to know how to get to the hostel from the bus stop. The hostel answered and said I should get a metered taxi. My nightbus arrived the morning of the 1st earlier than expected. I called at around 3.30am to get a taxi as there was only moto taxis around at this time (which I was advised not to take). The lady answered and I gave my location and she said she would call one for me. 30 minutes later and the taxi has still not arrived. I try to call again, no answer. I call again repeatedly and still no answer. Finally around 4.30am (after waiting around at the bus stop all this time) a metered taxi finally pulls up and I am able to get in. However, the taxi driver gets lost as the hostel is quite hard to find. Myself and the taxi driver try calling the hostel again repeatedly, still no response. I have no data on my phone so with the use of my offline map app, I manage to direct us there. (Or near enough as the taxi can only gonso far due to the hostel’s location, I had to walk the last 5/10 mins on foot. When I get the the hostel finally, after waiting for the taxi that never arrived and many attempts at calling them, the gates are locked and no one is answering the door. At this point I’m very upset, I’m a woman by myself, I have everything I own with me in my backpack and there are barking dogs around and many mosquitos. I don’t feel safe waiting outside and I’m being bitten. No one anwered the door or the phone all the time I was waiting outside. 30 minutes later, some other backpackers arrive that were on another night bus and they started to ring the bell as well and one of them climbed the gate to see if itncoykd be opened from the inside (it couldn’t so he climbed back over). At last a worker finally opened the gate and ushered us in to a room to sleep. (It’s around 5.30am at this point). Later that morning I informed the lady working there about my night’s ordeal and she did apologise but wasn’t very sympathetic. She had no answer as to why no body answered the phone or why I had to wait so long at the gate. I was not impressed, so after breakfast I decided to find another hostel. I thought perhaos the hostel would have offered the breakfast free as compensation but no, I paid for it and of course my hostelworld deposit! I would like if Hostelworld could refend me my deposit as I did not want to stay there after what happened. (And I had to pay extra to stay somewhere else). Many thanks, Nikki
Hostelworld Reviews & Complaints
Hi, my name is Hannah Daghighi and I have come across bed bugs in our room on the 18th of August 2017 in Plus Hostel Florence when I stayed with my friends Christina Gell and Laura Green. Our booking reference number was [protected]. They agreed to give us a full refund through contacting us by email but we have not heard anything, despite emailing them. We signed a document with our emails in which the hostel has agreed to give us a full refund. One of the receptionists assured us that we couldn”t receive a refund immediately because the hostel had to contact our banks, thus they would email us soon (she called her manager who gave her this information). They failed to deal with the bed bugs issue of another hostel guest and are now evading our refund. A girl with bed bugs instead of being moved to a private room and given new clothes was moved into our full hostel room, risking the infection of everyone. The morning of the 19th she found another bedbug in our room. Because of the above incident we have reason to believe that the hostel not only failed to deal with a health and safety issue but is going against our confirmed refund. They have not responded to our email. We are hoping you can help. Kind regards, Hannah Daghighi
Hostelworld Reviews & Complaints
Hostelworld have THE RUDEST customer service team I’ve ever encountered! After speaking with a woman named Melanie, I am absolutely appauled at the service I have just gotten. The woman basically laughed at me and called me a liar over the phone. Coincidentally, they don’t have a manager today or tomorrow that I can speak with. I am very disappointed and I will not book through them again. Word of advice – anyone wanting to book a hostel, just look on their website, find the hostel and ring them directly – Hostelworld keep the deposit. You’ll save a lot of money and not deal with childish individuals if something does go wrong.
Hostelworld Reviews & Complaints
Hostelworld is showing facilities options for places to stay– as being “wheelchair accessible”. I recently traveled with a friend of mine who is in a wheelchair. I contacted hostelworld to let them know I would be making a booking using these search requirements. They told me that I needed to contact the hostel post booking to make sure that the hotel is accessible. I tried booking three facilities and via email the facilities telling me that they are not accessible: Kuldeep Friends Hostel, New Delhi, India booking ref: 60459-[protected] 10th Jul 2014, 5 nights Fernloft City (Chinatown), Singapore, Singapore booking ref: 28456-[protected] 15th Jul 2014, 3 nights B88 Hostel, Singapore, Singapore booking ref: 64002-[protected] 15th Jul 2014, 3 nights I lost two dollars per booking trying to arrange a place for me and my friend to stay. 6 dollars total. I then booked a hostel at “hotel the spot” Hotel The Spot, New Delhi, India booking ref: 53910-[protected] 10th Jul 2014, 5 nights They misrepresented their hotel as being accessible. It was not. We showed up at the appointed time and my friend couldn’t even get to the door to the hotel because it was 15 yards down an unpaved alleyway strewn with concrete and trash. I lost $16.40 on my credit card for that transaction—even though it was the hotel that was not accessible and they misrepresented themselves to us, the clients. Hostelworld at my complaint said that I could use $14 out of the $22 I lost booking the hotels with them—as credit up to 6 months in the future. I demand a full refund. The company is misrepresenting that they are wheelchair friendly and instead, they’ve created nothing but problems when booking with a wheelchair user.
Hostelworld Reviews & Complaints
I arrived at a hostel in Jerusalem which I payed for the week to stay. I was in a panic to learn that I could not stay their due to an age restriction. The manager struggled to find on the third page toward the bottom of the page an age restriction. I was turned away and was assured the money and the commission would be refunded. Hostelworld true to its name hostel. Refuses to return the commission fee associated to this booking. Forget the fact I was in a foreign country without a place to stay forget the age discrimination. REFUND MY MONEY FOR SERVICES NOT RENDERDED. Hostelworld is pocketing $22.43 based on an unforthright and I indirected business practice. They may well steal my money but they lost a costumer and one costumer know another and another.
Hostelworld Reviews & Complaints
I booked 3 rooms through Hostelworld in a hotel in Kastoria-Greece (Limneon Resort) for 4 nights, the charged immediately my credit card with 10% of the total ammount and when I called the property to confirm my booking I found out that there has never been any booking. I then contact Hostel world who diverted me to a company named Travelmed and they asked me to provide another credit card by e-mail or fax because as they claimed my card (which was already charged)was declined from their system! The did not bother to provide any other solution and at the end the cancelled my booking!
Hostelworld Reviews & Complaints
I booked 7 nights of accommodation from the 5th-12th November. I arrived on the 5th and went out at around 10pm. I left my cash, some of it in pounds and some in Thai baht, along with my debit card and valuables in the safety deposit box at the hostel. This was an electronic one which could only be opened in two ways; with the code that I set and by the hostel staff as they had a key which could unlock the safes. The door of the room were I was staying did not lock nor shut properly but I was assured by the staff that it would not be a problem as there is someone at reception 24hours a day. So I left and stayed out until about 4am. I had used up all of the cash I had me and told the taxi driver that I would use the money at the hostel to pay him in cash, he then took me back to the hostel and when I opened my safety deposit box I found that all of my cash had been stollen. I assume it must have been the night staff as there was no one else who could have gotten into the safe. This then resulted in me being arrested and the british embassy getting involved. I”d like a full refund as well as some compensation for the absolute distress this has caused me and my family. I will be leaving bad reviews for the hostel online.
Hostelworld Reviews & Complaints
I booked a hostel as a guest, paying a deposit for the room. Turned up and the hostel was fully booked and the room shouldn”t have been sold to us. Massive inconvenience as we travelled to the hostel and had to find another one. Emailed three times no response!!! Awful service and no refund on the deposit. How can a company take money from you and not provide the service, and when failing to provide the service still don”t sort it out!
Hostelworld Reviews & Complaints
I booked a hostel for a night in Rome at friendship palace, here is the reservation number: 263677-[protected]. When we got there, our room had been booked twice and there was no room available for us. The guy at the frontdesk was extremely rude, he treated us badly and did not assume their mistake until half on hour later. They ended up asking for us to try to book another place by ourselves (which was impossible at 23pm). Finally, they said they had found a place really near for us to go. They made us carry our luggage for many blocks, it was not near at all! We had been waiting for almost 2 hours for a solution and they sent us to a Hotel were we got a room that was nothing like we had booked and had to pay even more than we had to pay at the original destination. The only reason why i agreed to this was because it was almost midnight in a not very nice place in Rome and we had a plane to catch at 6am the following day. It was a horrible experience. I do not understand how can these things happen and, more over, why should be mistreated for it when we had done nothing wrong. I request an explanation and a way of compensating us for this expensive mistake from your end.
Hostelworld Reviews & Complaints
I booked a stay at stone hostel in Utrecht for 3 nights from 8th-10th November. I was expected to pay on arrival and charged an extra 5.50 – apparently for a breakfast I was never given the option to refuse. After one hideous and sleepless night’s stay at stone hostel sleeping in a room that stank of faeces I requested to cancel my further 2 nights. The hostel refused to do this. I have since made many attempts via hostelworld to claim back the overcharged amount and the money for the unused nights. Hostelworld have made very little attempt to investigate the situation and believe the lies of the staff that work there. The place was/is unfit for habitation. They know this very well. It’s not something that can be resolved in an afternoon, so to save myself I moved on and did not make a complaint there and then. On returning home. I at first didn’t want to get them into trouble over the condition of the place, but after being lied about and ignored several times I thought it was fair enough to bring up the issue that drove me out of there so fast. I know they (hostelworld) say in their disclaimer (good luck finding it) that they will not act on behalf of their clients, but since they are advertising stone hostel under false pretenses, I am surprised they do not seem to care even slightly that a premises they support is unhygenic to the point of disgusting. I have made several refused requests to have my deposit refunded back into my bank account, but instead it sits in my “hostelworld accout” which needless to say I shall never again be using. So I’ve lost 57.50 Euro in total. It’s not even about the money. There is just no protection for the consumer when going via this company. The cancellation policy is worded in a way that is completely misleading and there are obviously no standard checks in place to ensure properties meet minimum hygiene standards. And they just hope the customer will shut up about any mistreatment they may have experienced. Shocking and grotesque example of the abuse of trust on an online booking platform. Really shocking
Hostelworld Reviews & Complaints
I booked by accommodation through this website, my credit card details were inputted correctly. however i have received an email from the hotel “Unfortunately the given credit card details are unvalid. Please send us a valid credit card number with expiry date, that we can guarantee your reservation. The other possibilty is a bank transfer in advance.” I went to the bank TODAY!!! they told me the deposit went through!!! The site said that i would pay the deposit only and pay the rest when i arrive. why has the hotel or that site also tried to get another $200 extra when it was deposit only??? IS THIS A SCAM?
Hostelworld Reviews & Complaints
I booked multiple hostels both with Hostelworld and on my own for trips made to multiple countries in January, 2018. One hostel in Barcelona could not find my reservation made through Hostelworld and didn’t answer any emails. When I finally was able to reach them on the phone, that is when I found out they had no listing for me. So they said no problem, Hostelworld will refund. Then they send an email (the hostel) after that conversation saying no refunds. Well they told me on the phone they couldn’t find my reservation, I booked elsewhere. Hostelworld has on their website that they will refund plus give you $50 toward your next hostel booking if the booking you made isn’t found by by the hostel. Now both Hostelworld and the Hostel are acting like this is 100% my fault and expecting me to pay. How is it that it is a ‘no refunds’ reservation when the hostel says on the phone they don’t even show a reservation? How is it I am paying for two nights and nobody seems capable of giving me a refund on this reservation they couldn’t find but now insist is non-refundable? Not only isn’t Hostelworld honoring their own webpage promises, their booking turned out to be about 12 euros more than if I had booked through booking.com. I don’t know if they have a price guarantee, but it pretty much sucks to come to find out you not only overpaid, you overpaid on a reservation the hostel couldn’t find but now it’s ‘no refunds’ and Hostelworld just keeps sending me the same cut and paste gooblygook, the last one with yellow highlighting everywhere as if that makes it more official or something. Now I will just have to contest these charges with my credit card company. This company is lousy and I won’t use them again. I am sick of going round and round with them via email. They need to honor their own posted policies on their website, the sugar coated words that gets people to book through their website.
Hostelworld Reviews & Complaints
I booked to stay at the Open Hostel in the Madrid from the 12th – 15th of March and had selected 10pm as my arrival time. Unfortunately due to some difficulty with our train schedule we arrived later than expected at 12.30am. At this point we were turned away from the hostel and told that check in closes at 11pm. No where on the booking or on the listed ‘policies/things to note’ section of the hostelworld page does it state this. In fact it says “24 hr reception” and “no curfew”. Being that there was indeed someone there to tell us we could not check in, it seems odd that they could not simply allow us to go to the allocated rooms we had booked and paid for. I find this treatment of customers shocking, and also dangerous to send two people out on the street in an unknown city when it would have been very easy to let us in. We are now staying in last minute accommodation which is costing triple the cost of what we had paid for the hostel. I think given the circumstances that a full refund, at least, is appropriate. I look forward to hearing from you regarding this matter, and what else you can do to help us with this situation. Regards, Emma Griffiths
Hostelworld Reviews & Complaints
I got charged by the hostel even after cancelation of booking well before the cancelation date given, and not received the refund even after 3 months of charging. Its hoteliris who charged for booking made from hostelworld. This hotel don’t even pick the call or reply for emails. This is my email id in case i got resolution [protected]@gmail.com. Thank you
Hostelworld Reviews & Complaints
I had a horrible experience with hosteworld site. I did not get any confirmation page with booking reference numbers while booking rooms in balmers hotel (interlaken) through the site www.balmers.com and neither did i get an email of the two bookings (715-[protected] and 715-[protected]) done using my credit card . The lady at the reception brought to my notice that multiple bookings were done in my name and told me that the credit card has also been charged 385CHF (around 350 Euros) without my notice by hostelworld. The amount has been deducted from my thomas cook credit card [protected]-****-0130. Without a confirmation email i was not made aware of the bookings done and was not able to cancel the booking also. After countless calls and mails and everything still no refund has been done. It has been almost 1 months now and it seems to me now that these guyshave taken my money and run away. Please do not book in hostelworld unless you want to lose your money
Hostelworld Reviews & Complaints
I had booked night at the Reykjavik Hostel Village. I have arrived at the middle at the night and I had picked my keys. My room wasn”t located at the main building. When I finally got there I realised that I had been given wrong keys. I couldn”t get into the building. I have tried to ring but there was no answer. When I finally got into the building via emergency door I had realised that keys to my room are wrong too. I had called emergency number but lady had ignored me completely. I am very unhappy with this situation as I had not been offered any help and couldn”t get into the room which I had paid for. I am expecting recompensation as I don”t feel I have received what I had paid for.
Hostelworld Reviews & Complaints
I had seen great reviews and so booked to stay 3 nights from 13th-16th May. On the first night I found bed bugs in my bed late in the night. I informed the front desk straight away around midnight and She told me to move to the top bunk – which after about 20 mins I realised also had bugs. I complained again and was moved to another room around 2am. I told her I felt so umcomfortable and couldn”t sleep and wanted to move hostels and she said I could check out the next day. That next day I spoke to the day staff and the supervisor, I even showed them the pictures and videos and wasn”t given a refund nor any form of compensation which I think is so disappointing! I really wanted to stay here and was excited given the reputation. The decision to move wasn”t because I didn”t like it but I physically could not sleep out of worry, anxiety, and a concern for the cleanliness and my belongings – even though the new room was clean – bed bugs are easily spread – especially in communal and public domains like hostels. I even then re looked at the hostel world reviews and found another backpacker had the same issue with bedbugs so this isn”t the first time. I”ve been travelling for a long time and completely understand the issues that can arise from so many backpackers in one place, and I”m very considerate but I feel my complaint wasn”t taken seriously and I was made to feel like I was silly, I”m appalled with the customer service I received and lack of remorse. I”m hoping to get partial refund at the very least.
Hostelworld Reviews & Complaints
I have booked a hostel for 4 people for one night at the Dover Castle Hostel in Dover, England. The booking was confirmed a few days before we arrived. When checked in at 12, 1:30 and 6pm. Every time we showed up to get into our rooms, they said they have rooms but they don’t have the key or the rooms weren’t ready. They said hostelworld overbooked but they’ll figure something out.. Well at 6pm, we still didn’t have our rooms and as alternative, they showed us an attic bedroom which was a construction site, unsafe to stay in and extremely dirty. We had to leave and find somewhere else at 6pm. I reported this to Hostelworld and they said I can’t get my deposit back. I don’t care about their $50 booking guarantee, it would be sufficient enough to not to be taken advantage of in broad-day light. On top of it, the hostel lied to Hostelworld and said we didn’t want to stay as we wanted to stay in the same room. If that was the case would we have waited until 6 pm to make that decision? This was a total lie. And as if this is not enough, the Dover castle hostel claimed that they didn’t sell the 4 beds they didn’t even have (as if they did we had a place to stay for the night) and charged me for 54 pounds. This is stealing. There is no other words for this conduct. And to add to hilarity of the problem, they replied back confirming that they indeed didn’t have enough space for us. Go figure! I’ve been trying to get this resolved for the last 2.5 months. I get nowhere with the hostel and the hostelworld is just happy to get their 6 pounds back and walk away. They are great, until you have a problem. And when that happens, you are on your own with your money long gone. Guarantee, booking confirmation is all for nothing, just for show. As if it was something, they’d stay behind their word and wouldn’t ignore customers when they had problems like this. All they care about is your few dollars. Never again.
Hostelworld Reviews & Complaints
I have had an appalling experience with this hostel. After staying 2 nights with a lumpy mattress with a dip in the middle I now have a sore back. I made the hostel aware of this at the time of my stay but they did nothing to action it. After 2 weeks of chasing up my complaint they are now refusing to compensate me. Disgusting service. They have admitted to replacing the mattress now, and offered one night”s stay as a resolution. This is not acceptable as I will not be wanting to stay there ever again after how horrendous the aftercare was. Several emails unanswered and calls to the hostel where they kept fobbing me off saying the person I needed to speak to wasn”t there but they would call me back, they never did of course. I just don”t want other people to have to go through the same ordeal.
Hostelworld Reviews & Complaints
I have had my worst customer service experience booking with www.facebook.com/Hostelworld/. Due to a change of flight, I was in touch with the hotel to move my night to another one. The hotel agreed but wanted me to charge for the 2 nights. We couldn’t find an agreement and I was not very happy with it, but eventually agreed that I would still come on the scheduled night. The next day the hotel cancelled my night (THEY did) because they “didn’t like my attitude and I said I could leave a bad review” (!!!). They took my money and forbid me to come to their place. Unbelievable. Since Hostelworld is not defending me nor giving me money back despite having booked through their service. They never answer my documented complain correctly, take weeks to get back to me, and say that I had to deal with their hotel despite booking through their service. This hotel stole my money and didn’t give me the room and hostelworld is not protecting me as their client. Now going viral with my story – shame on your Hostelworld, this is an absolute shameful way to treat your clients.
Hostelworld Reviews & Complaints
I have recently requested a refund of a deposit as a hostel cancelled my booking as they incorrectly advertised the wrong room price, I have wrote to you several times, I was responded to once by Eleanor asking me to describe the issue, which I have I have even forwarded the emails from the hostel, it is quite clear that they cancelled my booking through no fault of my own, So far you have ignored all of my requests for a refund, I understand it is a small amount however this is irrelevant I would like to be refunded the deposit I paid you. Ignoring your customers is incredibly rude and I can assure you ignoring me will not make me go away, but I shall not use hostel world services again, please resolve this issue
Hostelworld Reviews & Complaints
I made a reservation for Found Hotel in San Diego for August 30, 2019 arriving at 10 PM, since my flight from Hawaii won’t get there until 9:30pm. We needed a short 5-hour stay because our connection to another vacation would start until the next morning. I paid a cancelation protection of $2 so I can get my deposit back if I cancel within 48 hours. On August 28, 2 days prior, at 2:30pm Hawaii time, I was at a Marina waiting for a boat for a dolphin cruise. We decided to cancel the reservation and since I was not anywhere near my laptop, I called Found Hotel directly to cancel. I did receive a cancelation email later on that day. REMEMBER THIS IS OUTSIDE OF the 48 HOURS since my arrival wasn’t going to be until 10 PM on August 30th !!! When we returned from our cruise that evening, I immediately went on Hostelworld and CANCELED AGAIN, just to be sure. This was around 9:30-10pm my time in HAWAII. What was strange about this was that the website STILL SHOWED a reservation AND at the same time SHOWED a cancelation. Don’t know why the system was like this. But there it was, still SHOWING A RESERVATION AFTER I CANCELED IT. I also reached out to Hostelworld via email to request for my DEPOST BACK. When I did this, I forwarded the CANCELLATION EMAIL FROM THE HOTEL AS PROOF THAT I CANCELED PIROR TO 48 HOURS OF ARRIVAL. Well, several emails went back and forth, they inisted that I did not cancel BECAUSE their stupid website still showed a reservation. They did not bother checking that under CANCELATION, it ALSO SHOWED A CANCELATION !!! Really stupid website. At any rate, they refused to refund my money even though I had canceled MORE than 48 hours prior to my arrival time. Not only that several emails back and forth showed how little they actually investigated the matter. Even at one email, they TOLD ME TO CaNCEL with the hotel, when I already DID (by forwarding the cancelation email from the hotel to them INITIALLY). It has been tiring to work with these VERY STUPID people, failing to READ the entire emails accordingly. They keep telling me things that either IS FALSE or REFUSING to acknowledge their part in this, and now REFUSING TO REFUND ME. I never used them before this and I will NEVER use them again! HORRIBLE HORRIBLE PEOPLE HORRIBLE ORGANIZATION who steals other people MONEY!! I should have listened to my daughter and NOT go through reservation with Hostelworld. SIMPLY the WORST and INCOMPETENT people, WORST organization EVER! Please make reseravation directly with hotel or hostels…Do NOT go through them!!
Hostelworld Reviews & Complaints
I started booking through Hostelworld many, many years ago. In the early 2000s the site was an excellent resource of independent properties and reliable reviews. Several years back, though, I started having issues with bookings and frustratingly slow responses. They”ve gone from bad to worse in recent years and I would warn anyone against using their site. They”ve held $76 in “flexible booking” credit that I”ve been trying for over a year to use. They keep extending the expiration deadline, which is useless because every property I have tried to book (in Mexico City, San Miguel de Allende, Porto Alegre, Curitiba, Sao Paulo, Rio de Janeiro, Dublin, London, La Paz and Bogota–so far), is listed with their new “free cancellation” bookings. (Or, Pay in full/Lose in full, if you prefer zero flexibility.) I emailed them a handful of times over the past year, imploring them to either refund my money (since they have changed their site/booking functionality), OR apply the credit funds to the price of a booking that offers “free cancellation”. They have refused every time, growing snarkier with each reply. Absolute garbage service. And while $76 isn”t a fortune, on principal, they are just wrong.