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1.5 64 Reviews

Hostelworld Complaints Summary

5 Resolved
53 Unresolved
Our verdict: If considering services from Hostelworld with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Hostelworld reviews & complaints 64

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B
2:42 pm EDT

Hostelworld refusal of refund of deposit from hostelworld

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!

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J
9:40 pm EDT

Hostelworld hostelworld unjustly kept my deposit money

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.

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11:18 am EDT

Hostelworld booking and refund

I booked a hostel in Hong Kong through hostelworld. They took the deposit and the hostel took the full price of the booking (it was not made clear that this would happen at the time). I cancelled the booking on the next day. Whilst I have received a refund from hostelworld the £70 that was charged to my account from the hostel - that I at no point gave consent for them to share my details with - has not yet been refunded. It has been 20 days since the cancellation and I have contacted the hostel itself on 3 separate occasions and have received no response. Nor have I received any word from hostelworld customer service as to how this is being resolved. Each time my reply to an email is picked up it is by a different person who just asks me to contact the hostel again. This is despite 14 emails back and forth with hostelworld's customer service. As this is a hostel that hostelworld not only endorses but allows to take money from their customers they need to rectify this.

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9:09 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Hostelworld nomad cardiff hostel

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.

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3:33 am EDT

Hostelworld hotel cancelled and kept my money!

I have had my worst customer service experience booking with https://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.

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11:15 am EDT

Hostelworld plus hostel florence

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

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Update by Hannah Daghighi
Aug 21, 2018 11:18 am EDT

Sorry I think this may be attached to the wrong email, my correct email (attached to my HostelWorld account) is hannahdaghighi@outlook.com

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A
12:46 pm EDT

Hostelworld Hostel offered on website

To whom it may concern,

I recently stayed at a hostel in Venice that is offered on your website. I feel it must come to your attention how dangerous this place is for the visitors. I've just gotten back from hospital after staying at "Backpackers House Venice". Their bed bug infestation is so bad my whole body has been covered in bites. I had to go to the hospital because of the amount of bites covering my body. In the hundreds. The reception man was also very inappropriate toward me and my sister. He would come into our rooms to talk and when I complained about the bed bugs he would get all touchy, hug me and ask show me then run his hands along my body. I felt sexually assualted. Very uncomfortable being a female traveling. I later read the reviews of this creppy behaviour to female travelers and the insane infestation of bed bugs. I don't want a refund, I just want this terrible place to not be offered to the public, it's a health hazard. The bed bug infestation has been complained in reviews from years back. Please please take this listing down before you encourage the next person to be in danger of this place. I've attached photos for you to see the damage.
If you need the hospital medical report please just ask, or anything else for hat matter. Please respond so I can see something is being down by Your website.

Kind regards,
Ashleigh Jones

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11:19 pm EDT

Hostelworld inaccurate hostelworld information - request full refund

I want to file an official complaint and also request full refund for my stay due to false information on the Hostelworld site. The owner of HUB Backpackers Hangout Hostel told us that he has reported this problem to his Hostelworld Rep a guy named Jarod for the last 3 months and the Rep has done nothing. The complain is as follows..

I was looking for a place in the country away from the city life of Coron Palawan. I chose a placve that according to Hostelworld was 8.8 km from the city center but when I contacted the Hub Hostel the owner Joy informed me that they were right in the city center. Upon meeting Joy and reviewing the facts including various emails sent to Jarod the hostelworld rep, I am convinced that the problem is 100%hostel world. The website says all the hostels are 6 to 8 Km outside of the city center when in fact only one hostel is outside of the Coron town proper. The fact is Coron is only 3 km long and the city center according to hostelworld is somewhere far away from the actual city center. Barangay 1, the city hall, the police and fire department are all locaated in the city center (barangay or area 1)

I booked my stay using this wrong information and since its the Hostelworld website error I am asking for a full refund from you.

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9:22 pm EDT

Hostelworld booking of hostel - wrong location because of confusing description

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:

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4:29 am EDT

Hostelworld locals hostel &, suites lisbon

I, my name is Medhi Bouchtaoui and id like to be contacted asap regarding the booking ref: 97686-[protected]
The bed are full of bugbed, thas is unacceptable! There's no hygiene at all, the place is dirty, no doors on shower ( just some very very dirty plastic curtains)... I cant stay here any more, you need to help me find an other place to stay as this place is a real shame without a trace of hygiene...
Thanks you

Best regards

Medhi bouchtaoui

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12:23 pm EDT
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Hostelworld manyatta backpackers nairobi, kenya

In their accommodation description, they say they provide lockers. This is not true and they know about it. I asked the receptionist and she looked at the "potentially available" locked lockers and she first lied saying they are from other guests. The hostel was empty, only 2 guests including me. Once I told this to her, she laughed and say maybe this will be fixed soon. I told her to inform you guys to update this info and she laughed again. I also confirmed with some other travellers Who stayed a week ago that they did not get this service as well.

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3:54 am EDT
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Hostelworld world hostel istanbul

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

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2:19 pm EDT

Hostelworld customer service

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.

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12:01 am EDT
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Hostelworld lub d bangkok silom

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.

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3:41 am EDT

Hostelworld stole money from me

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!

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2:59 am EDT

Hostelworld 282605-[protected]

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

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10:52 pm EDT

Hostelworld doolay hostel

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.

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HostelworldCustomerService
, US
Mar 19, 2018 6:11 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Hi Jenna,
Thanks for letting us know about your experience at this hostel. We received your complaint to our Customer Service team as well. Please check your email for a response from us directly to help resolve this issue.
Thank you,
Hostelworld Customer Service Team

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E
7:49 pm EDT

Hostelworld hostelworld booking

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

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1:09 am EST
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Hostelworld min hostel, nha trang, vietnam

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

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1:22 pm EST

Hostelworld a hostel different of what was shown in the pictures

- 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.

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Hostelworld Customer Reviews Overview

Hostelworld is an online platform that specializes in hostel bookings. It offers a global selection of hostels, bed and breakfasts, hotels, and other budget accommodations. Users can search for and compare lodging options based on location, price, and availability. The service also provides customer reviews and ratings to assist with decision-making. Additional features include 24/7 customer service and a flexible booking policy. Hostelworld aims to cater to travelers seeking affordable stays and social experiences.

Hostelworld In-depth Review

In summary, Hostelworld is a very good platform for finding and booking hostels around the globe. It is user-friendly and offers a wide range of accommodations to fit different budgets and preferences. The booking and payment process is straightforward, and customer service is helpful. Reviews from other travelers are a great resource for making informed decisions, and the site's commitment to safety and sustainability is commendable. Overall, Hostelworld provides good value for money and is a reliable choice for budget-conscious travelers.

Website Usability and Design

  1. Navigation and Layout: Website is easy to navigate. Menus are simple and search function works good.
  2. Mobile Responsiveness: Site works well on mobile. No problems when booking from phone.
  3. Booking Process Efficiency: Booking process is quick and not complicated. Very efficient.
  4. Visual Appeal: Website looks nice, with good colors and photos. Makes you want to travel.

Accommodation Selection

  1. Variety of Hostels and Locations: Many hostels in different places. You can find something everywhere.
  2. Range of Prices: Prices for all budgets. From very cheap to more expensive, but still good value.
  3. Types of Rooms and Amenities Offered: Different rooms like dorms, private, with different amenities. Good selection.

Booking and Payment Process

  1. Ease of Booking: Booking is easy. Can do in few steps.
  2. Payment Options and Security: Many ways to pay and feels secure. No worry about credit card.
  3. Transparency of Fees and Charges: All costs are shown clear. No hidden fees.

Customer Service

  1. Responsiveness and Support Quality: Customer service is good. They help when you have problem.
  2. Multilingual Support: They speak many languages. Good for people not speaking English well.
  3. Problem Resolution Efficiency: Problems are solved fast. They try to help quickly.

User Reviews and Ratings

  1. Authenticity and Trustworthiness of Reviews: Reviews seem real. They match experience.
  2. Quantity and Quality of User Feedback: Many reviews to read. Helps to choose better.
  3. Review Moderation Process: Seems like they check reviews. No fake ones seen.

Cancellation and Refund Policies

  1. Flexibility and Fairness: Cancellation policy is fair. Some hostels more flexible than others.
  2. Clarity and Accessibility of Information: Easy to find cancellation policy. Very clear.
  3. Processing Times for Refunds: Refunds take some time but within reasonable period.

Deals and Discounts

  1. Availability of Special Offers: Sometimes there are good deals. Worth to check often.
  2. Loyalty Programs and Benefits: Loyalty program is okay. Could be better benefits.
  3. Comparison with Competitor Pricing: Prices are competitive. Good deals compared to others.

Additional Features and Resources

  1. Travel Guides and Articles: Useful guides and articles. Helps with planning trip.
  2. Community Features and Forums: Community is nice. Good to talk with other travelers.
  3. App Functionality and Exclusive Offers: App works well. Sometimes has special offers.

Safety and Security Measures

  1. Hostel Safety Standards: Hostels seem safe. Good standards.
  2. Website Data Protection: Website is secure. No worry about personal information.
  3. COVID-19 Considerations and Updates: They give updates on COVID-19. Helps to know what to expect.

Environmental and Social Responsibility

  1. Sustainability Initiatives: They support sustainability. Good for environment.
  2. Community Support and Engagement: They help local communities. Very nice to see.
  3. Ethical Practices and Partnerships: They work with good partners. Seems ethical.

Overall Value for Money

  1. Cost vs. Experience: You get good experience for what you pay. Worth the money.
  2. Comparison with Other Booking Platforms: Prices are similar or better than other sites.
  3. Satisfaction Level of Past Guests: Most guests seem happy. Good sign of value.

Final Verdict and Recommendations

  1. Summary of Pros and Cons: Pros: good prices, easy booking, helpful reviews. Cons: loyalty benefits could be better.
  2. Ideal User Demographic: Best for budget travelers and backpackers. Good for students and young people.
  3. Final Rating and Conclusion: Hostelworld is very good for finding hostels. I recommend for people wanting to save money and meet others. Rating is 4.5 out of 5.
How to file a complaint about Hostelworld?

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- The button is typically positioned at the top right corner of the website.

3. Writing the Title:
- Summarize the main issue with Hostelworld in the 'Complaint Title' section.

4. Detailing the Experience:
- Mention key areas such as transactions with the company.
- Describe the nature of the issue and steps taken to resolve it.
- Explain the personal impact of the problem.

5. Attaching Supporting Documents:
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6. Filling Optional Fields:
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Follow these steps to effectively file a complaint or review about Hostelworld on ComplaintsBoard.com.

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