HostelWorld.com Customer Service Issues

The initial room was clearly dirty, and I could only address this the morning after my first night. Additionally, the shower was only producing scalding water, and the bed was too small despite my average height of 187cm. The staff at the front desk were pleasant and offered me a room change. I received a larger room 30 minutes later, but it was also dirty. There were hairs and dirt on the floor, and numerous hairs in the bed that seemed to have been straightened out rather than changed. It was apparent the room hadn't been cleaned adequately. I had to insist multiple times before they changed the bed. The overall cleanliness of the room was lacking, with spills and dirt in the toilet and on the walls. Communication issues between staff were evident, resulting in delays and frustration. I am not willing to pay the full amount for this unprofessional experience.

Dear Hostelworld, My friends and I have recently moved to what I believe to be the worst hostel in Spain. We are extremely disappointed and angry. We hope you can assist us. A group of 6 friends and I booked a room for 7 people in an 8-Person Mixed Room at Mellow Hostel Barcelona from 13.7.18-15.7.[redacted]. When my 4 friends arrived earlier, they paid the full price as instructed by the hostel staff. As only one person, Anna Kidawa, made the booking, we assumed we would all be accommodated together, as has been the case in other hostels. However, upon arriving, we found the hostel to be unacceptably dirty. The bathroom was flooded, walls covered in hair, kitchen filthy, lockers full of dishes, and ants everywhere. We requested cleaning, but the conditions did not improve. Additionally, there was no air-conditioning in the rooms and our room arrangement was not as booked. Our roommate was an older man who made us uncomfortable. We informed reception, but they seemed unsure how to handle the situation. We feel unsafe and desire a refund to check out. We are leaving on 15.7.[redacted] and would appreciate your prompt assistance. Best regards, Lisa Kornejeva

I am encountering difficulties with my Hostel World reservation and require assistance. I scheduled a stay from Friday to Sunday, with my intended check-out on Sunday. However, upon arrival, I discovered my reservation was extended to Monday instead of Sunday as selected. Despite paying an additional fee to modify my booking, I faced challenges when attempting to do so. A callback would facilitate resolving this issue. For contact, my phone number is [redacted]. I attempted to address this matter before checking in without success, which led me to cancel the remaining part of my reservation due to the inconvenience. I seek to speak with a representative to resolve this matter promptly.

I reserved three beds at Tekweni Backpackers in Durban but only need two now. I paid a R573.00 deposit for all three beds. I reached out to the hostel about getting a refund for the extra bed. They told me to contact Hostelworld for the refund. My friend and I will be checking in on December 27th, [redacted], and out on January 2nd, [redacted]. My booking reference is 1[redacted]34. Thank you for your help.

Hello, I'm writing about my canceled reservation with the reservation number 92[redacted]11 due to an FMLA medical condition that has been making me unwell. Unfortunately, I won't be going to Hawaii as planned. The free cancellation deadline was on July 15th, but I had to cancel at 9 am Hawaii time today, July 16th, after discussing it with my supervisor and consulting my doctor. I kindly request a full refund, including my deposit and the total of $[redacted]. The cancellation is due to unforeseen circumstances and falls within the 48-hour window before check-in at Aloha Surf Hostel. The hostel has already canceled on their end as I informed them. They mentioned that they allow cancellations up to 48 hours. So, I'm hoping for understanding and a refund of the full amount to cover bills since I'll be missing work. I'll continue to use Hostelworld for future bookings and I'm reaching out for a bit of leniency in this particular situation. Thank you, Jeffrey K. Today is July 16th, well before the check-in time, within the 48-hour limit for cancellation.

Dear Sir, I am Arushi Jaswal currently residing in Erlangen. I intended to visit Munich with friends from August 11th to August 20th, for which I made a hostel reservation with reference number 12[redacted]18. Unfortunately, a dear friend tested positive for COVID-19, prompting me to cancel our trip due to health concerns and responsibility. I acknowledge the reservation was non-refundable but request you consider not deducting the remaining amount (€11.58 has already been deducted, and I am willing to forgo it) or provide a voucher for future use as I still plan to visit Munich. Your understanding in these challenging times would be greatly appreciated. Thank you, Arushi Jaswal

After checking into our hostel, we were dissatisfied and attempted to gather information on the cancellation process. Unfortunately, pressing the cancel reservation button resulted in an immediate cancellation without warning. As a result, we are now without accommodation and no refund. The receptionist could only offer us a place to stay for tonight. If we had known that canceling would not result in a refund, we would not have proceeded. We sought information from the receptionist who directed us to the website for cancellation policies. The hosteling app lacks clarity, as we expected information rather than an immediate cancellation. Any assistance would be appreciated. Thank you.

I have been waiting for a week now for assistance with my issue. I urgently need the refund for the terrible hostel experience to book another hotel. It is disappointing that there has been no response yet. Please help me get my money back as I only spent two days at the beautiful hostel before encountering cleanliness and health issues. I had to leave immediately due to unhygienic conditions that affected my health. I lost a significant amount of money having to switch accommodations. I just want a refund to find a safer and cleaner place to stay. The situation with scabies and unsanitary facilities was unbearable. Refund my money promptly as I cannot afford to book another hotel without it. Thank you. [redacted][redacted]

I have been trying for a week to contact you, but I haven't received any response. I am frustrated with the lack of communication. I had a horrible experience at the hostel I booked - there were eight people in my room sharing one bathroom. It was dirty, unhygienic, and I had to leave due to health concerns. I need a refund to cover the costs of booking another hotel. The unsanitary conditions and lack of cleanliness caused health issues like scabies, and I could not tolerate staying there any longer. Please assist me in getting my refund so I can find a safe and hygienic place to stay. Thank you.

I had a booking at Florence Plus Hostel through Hostelworld, but unfortunately, my passport was stolen on the train there. When I arrived, late at night, the hostel wouldn't allow me to stay without a physical passport. Despite being stranded, they didn't make an exception. We had to find alternative accommodation, but we were still charged $[redacted].24 for the first night and deposit. We were hoping for a refund as this situation was out of our control. The reservation was under Gabriela Ryan for May 30th - June 1st at Florence Plus Hostel.

I had a reservation at the Florence Plus Hostel booked through Hostelworld. Unfortunately, my passport was stolen while on the train to the hostel. Despite arriving late at night, the hostel refused to let me stay without a physical passport and we were stranded in Florence. We had to book alternative accommodation but were still charged for the first night and deposit. We are seeking a refund as it was out of our control. The reservation was under Gabriela Ryan for May 30th - June 1st at the Florence Plus Hostel.

Hello, I was told that apparently we cannot reach Hostelworld by phone. Is this correct? I am French and I am leaving on November 15 to live in Mexico and travel in Central America, for which I absolutely need to be able to use the Hostelworld application. I am having trouble booking nights in hostels. When I go through the process, I enter all the information, choose the hostel, enter my personal information as well as the credit card information to validate the reservation. Everything goes smoothly until the application informs me that I have to pay taxes which are for example €3 for the 3 nights at €25. The website directs me to my bank account to validate the payment of these €3, which I do and it goes through, but I have no proof that the reservation is made, I don't know if it is made and I also have no confirmation email. The site indicates that apparently there is an issue with the payment method, but my credit card works fine, everything is in order, I made purchases today. The problem cannot be with my credit card, so I don't know how to proceed to book through the Hostelworld application. Is there a phone number where I can receive information on how to make reservations? Because in writing, it's very difficult to explain. I hope you understand my request. I leave on November 15 and this is a problem that needs to be resolved. My number is 06.50.64.33.80. My name is Laurent P. and I want to book in Guadalajara, Mexico on November 17, 18, and 19 in a hostel. Please pay attention to my request as I really need help to resolve this issue quickly. I have tried to book several times and each time I encounter the information you see in the following images. And no reservation confirmation. Thank you for the help you will provide. Best regards. Laurent P.

Subject: Request for Full Refund and Cancellation - Reservation [redacted] Hello, I would like to address the issue regarding the misleading representation of Blue Pepper Beds Hostal in Sayulita, Mexico. The actual conditions do not align with the pictures provided online, making it unsuitable for accommodation. I can provide photos as evidence. I am Annie-France CHERIKI, and I made a reservation through Hostelworld for a month-long stay starting February 15, [redacted]. I am kindly requesting a full refund of the deposit made on January 09, [redacted], amounting to €62.23. I believe Hostelworld is accountable for the misleading images displayed on their platform. Your prompt attention to this matter and processing of the refund would be greatly appreciated. Thank you, Annie-France CHERIKI

I recently booked a reservation at MadPackers hostel in India through HostelWorld. However, I encountered a payment issue during booking due to a power outage on the website. Despite trying to confirm a reservation for two additional nights in a shared room, the final price displayed was significantly higher than expected. After immediately cancelling the reservation, I received communication from MadPackers stating that there would be no refund. I have reached out to HostelWorld for assistance but have yet to receive a response. This unexpected charge represents a substantial portion of my travel budget, causing distress while in a foreign country. As a traveler from Peru currently in India, I urgently seek resolution to this matter and request a refund for the erroneous booking. Please provide assistance as soon as possible.

I apologize for the inconvenience. I have a reservation at Beary Best Hostel in Singapore from March 16-19 under booking number 56[redacted]42 for Lauren K. Due to recent concerning reviews mentioning blood on sheets, dirty bathrooms, and mold, I would like to transfer to another hostel through Hostelworld for the same dates. It seems the current conditions at the hostel do not match the initial expectations set by the provided photos. If possible, I would appreciate assistance in moving to a different hostel or securing a twin private room for two people, understanding that it may not fully address the issues mentioned. I am willing to pay any price difference required. Your help in this matter would be greatly valued. Thank you.

Good afternoon, I have a reservation at the hostel in Barcelona, and I would like to change our stay dates. When I checked the request and clicked on the cancellation option, it was canceled at that moment. I do not want to cancel, but to change the date of the stay. Please, can you resolve this issue because the hostel informed me that they cannot fix it? Since I still have 10 days left to stay, I believe you can help. Dates: April 6 to 10 Silvana C. Thank you

I've noticed a charge of $[redacted].30 was debited from my account on April 1st for my reservation at Urban Elephants Hostel. Upon my arrival, the hostel staff requested the same amount in cash at check-in, stating the online payment would be refunded within 3-5 days. It has been over a week since my stay (I checked in on 04/04 and checked out on 06/04), and I have not received the refund yet. My friends, who booked with me, have already received their refunds, but I have not.

I reserved a stay at TOC Barcelona through Hostelworld for the dates 31/5 to 3/6 under booking number 85[redacted]59. Initially, I chose a single bed in a shared dormitory at a rate of Euro 74.34 per night. However, upon receiving my booking confirmation, I noticed the charges were Euro 74.34 for the first night, Euro [redacted].17 for the second night, and Euro [redacted].73 for the third night. This discrepancy is concerning. I have tried reaching out to their customer service, but unfortunately, their number seems to be ineffective. I am seeking guidance on how to address this matter since TOC has mentioned they are unable to assist as all payments go through Hostelworld.

Hello, I made a reservation on your website, but it seems that the conditions stated were incorrect. Unfortunately, the hotel cannot accommodate us as we are arriving after their check-in time, which stops at 9 pm, and they are requesting payment for the first night upfront, despite my reservation being for the 19th of June, which was not mentioned on your site. I regret that I have to cancel now that there are no more available options for the dates I require. Please refund the 63.90 euros that were deducted as a commission promptly. Thank you for your quick response.

I mistakenly selected the wrong rate option on Hostelworld for my booking. I unintentionally placed a 44 euro deposit and thought I could pay the remainder upon arrival at the hostel. Unfortunately, the option I chose requires full payment within 24 hours. I aimed to change the rate to allow payment on arrival. The hostel informed me that they couldn't assist due to the booking being made through Hostelworld, suggesting I contact them to resolve the issue. I've already sent an email to Hostelworld but haven't received a response yet. Time is of the essence as I risk losing my money if not resolved promptly. Thank you for any help you can provide.