вторник, 19 юни 2018 г.

One of the worst experiences I have ever had!

One of the worst experiences I have ever had. We had booked a room at East Seven Berlin Hostel in Berlin having paid the initial deposit. We intended to pay the rest of the money on arrival, as it stated we could on Hostelworld’s website. 

When we got to the hostel, we found they had cancelled our booking due to insufficient funds in the account that was used to make the booking, (due to us putting our money into a travel account). Having apparently sent an email to us - which we never received - requesting the money. There was no call to request these funds. We were left stranded in the middle of Berlin with no place to stay at 8pm at night. This left us in a very dangerous situation. We also had to pay an extra €11.30 for a taxi to a new hostel.

Having contacted Hostelworld I spoke to a member of the customer service team called Simon. He refused to take on any responsibility and told me that if you look in the small print, hostels can take the money out of your account before you get there. I believe this is completely out of order by Hostelworld to put such a crucial bit of detail in the small print. He then refused to refund the £38.01 deposit that we had paid to Hostelworld, even though the hostel had filled our empty room. We were told by the hostel that this deposit does not have anything to do with them, only the company Hostelword.

After this experience I will never be using Hostelworld again, and I would advise anyone looking into using their service to think twice.