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Claim Your BusinessHostelworld has a rating of 1.64 stars from 129 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Hostelworld most frequently mention customer service, credit card, and free cancellation problems. Hostelworld ranks 9th among Hostels sites.
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The lady from "HostelWorld' was very helpful in her email reply re, my question re, ID needed to check-in, that is, is a Debit Card sufficient or would a scan of a Passport photo page suffice, in an email I meant. She said to check the individual Hostel and that I could verify things with her if necessary, which was very reassuring as this is very important so that you can Check in without problems.
This review is regarding the hostel policy and refunds for cancellation. My visa was rejected 2 days before my travel date and as a result I had to cancel the hostel booking after the free cancellation period. Since this was unforeseen, I raised the matter of full/partial refund to HostelWorld and Hostel Bedgasm representatives. But both parties denied to even consider a partial refund and hence charged me ¥37,791.00 (USD 255) for 4 nights in Tokyo (For a trip I didn't get to take).
This review is regarding the hostel policy and refunds for cancellation. My visa was rejected 2 days before my travel date and as a result I had to cancel the hostel booking after the free cancellation period. Since this was unforeseen, I raised the matter of full/partial refund to HostelWorld and Hostel Bedgasm representatives. But both parties denied to even consider a partial refund and hence charged me ¥37,791.00 (USD 255) for 4 nights in Tokyo (For a trip I didn't get to take).
If you file a public complaint, HostelWorld makes a smiling public response asking you to send them an email. In truth, that email is blocked, and you have to download an app if you want to talk. Of course if you download, there's just another layer waiting for you.
Hostel world making honest attempts to rectify upgrade 27 Aug
Products used:
One private room hostel Wednesday night
I booked a one night stay through hostelworld for a trip to New Orleans. The hostel required payment before staying so I entered my usual credit card that has never had any issues being processed. After getting off my flight in the city that evening I received an email saying my booking had been cancelled as the payment could not be processed and that I should try again with a different card. After a couple of calls with the hostel, they said it was too late for them to make another booking with them for that night so I had to find someplace else to stay. Thankfully there was one other hostel nearby that still had availability for that night so I booked that through hostelworld. After arriving at that hostel they too said that they couldn't process payment on my card, so I paid in cash. I have no idea why that card was declined through hostelworld it has worked everywhere I've been before and after booking through them. But as it turns out when I checked my statement hostelworld were able to process payment through my credit card and were happy to take their booking fee for both reservations I made through the site! Even though both hostels were unable to receive payment from my card via hostelworld. I'm lucky I was able to get into the 2nd hostel or would have paid hostelworld booking fees for the luxury of sleeping on a park bench in the rain. It would have saved me a lot of hassle just to book directly with the original hostel in the first place. Save yourself some stress and $'s and don't ever book through this useless website.
They provide a low quote just to lure you in, then raise prices. Then there are unauthorized charges and you can never get an answer from customer service. Cancellation is 14 days before the reservation, so they wait to answer, just to charge you full price.
The Grand Hostel Berlin Classic is one of the best hostels I have been to. The decor is impressive and the reception staff were flexible (for example, they like you to pay with card, but accepted cash because the Hostelworld email said they did, and they let me stay and charge my phone when I arrived early (my Hostelworld email said they opened at 12 noon, but they don't actually open until 3pm)). They stored my rucksack in a locked cupboard and offered me a drink (there is a very nice bar). Being an older solo woman backpacker, safety and cleanliness are important to me and this hostel provided that. The all-you-can-eat breakfast (10 euros) is excellent. The outlook and location by the river is interesting though inevitably noisy, but there is double glazing. Despite there being no lifts (the hostel is on several floors), no self-catering kitchen (there are lots of cafes etc nearby), and no places to hang washing or towels to dry (they offer a laundry service for 10 euros where they take your clothes and wash and dry them for you), the atmosphere was great and I enjoyed my stay.
Products used:
Hostel room
The lady from "HostelWorld' was very helpful in her email reply re, my question re, ID needed to check-in, that is, is a Debit Card sufficient or would a scan of a Passport photo page suffice, in an email I meant. She said to check the individual Hostel and that I could verify things with her if necessary, which was very reassuring as this is very important so that you can Check in without problems.
Tip for consumers:
I was given good support when asked about what ID was needed to Check-in in at a Hostel, a Debit Card or would a scan from a email of a Passport Photo page suffice I was offered support from Hostelworld in addition to the support Online from the individual Hostel.
Products used:
Advice about booking a Hostel and what ID is required to Check-in
Hostelworld is an absolute nightmare! The fees you see when booking are not the ones they actually charge you. When you notice this and try and ask their customer support for help they simply deny it and do nothing about it. Also the utter lack of transparency of the company and how they manage your data is concerning. You can't even delete your account on your own. Don't use it.
I confidently booked a room without being sure of my dates given the multiple large assurances of free cancellation. Turns out on tiny fine print which I only saw after I received a confirmation, the deposit is non refundable. And to actually cancel, your booking needs to show up in the app. Mine didn't. I spent five days cancelling it and only managed to do so because the hostel manager helped me. I sent 6 emails to Hostelworld with no result. Avoid!
Products used:
None
We want to write this as a warning to anyone who books here. We booked our stay here through HOSTELWORLD yesterday. We were presented with a price of roughly £200. After paying, we immediately (within 10 minutes) were billed for close to £1100. These were both taken directly from our bank account. It turns out that HOSTEL WORLD collects some sort of commission, and that they only displayed the commission price, and not the actual total. We were charged 2 payments, one from Hostel World, and another from Wombats.
We immediately contacted both Wombat & Hostelworld (within 15 minutes of booking). Wombat has ignored our emails and are not responding whatsoever. Hostel World basically said "Too bad, too sad. Should have read the fine print".
After reading a little bit more, it turns out that Hostel World is known for this scam. They display a price very different when you are booking, but then put the actual price very small and hidden. If you look of "HOSTEL WORLD SCAM" on google, you will find many people discussing this same issue. Please see the attached images I have included.
As for Wombat's, they are complacent in this scam as well. They have access to the same knowledge that we do in regards to Hostel World's less than ethical system, and still are registered with them. Wombat's could simply say that they are not affiliated with them, however my credit card was charged by WOMBATS own internal system within 15 minutes of making this reservation. This means that they are working directly with Hostel World.
Wombats is fully aware of this system, and yet they still continue to affiliate and pay commissions to Hostel World.
The fact that they ignore my emails is also telling of this situation, in that it must not be surprising to them.
Hostel World is a commission collecting 3rd party company that will charge your credit card immediately upon booking for amounts that don't necessarily match their advertising rates.
I guess Wombats could comment here saying it's better to book directly with them, which is probably the case, but this does not address the fact that they continue to work with a company that is specifically deceptive in it's core business model.
Again, please google search "Hostel World Scam" and be sure to read through the reviews. Also be sure to read through all of the negative before booking.
Also be aware that Wombats does not message you back in regards to this.
I have attached screenshots of the the prices that are listed on the their website, and the actual price I paid.
Beware of this.
Products used:
None
Thus far I have booked four hostels using their website and the bookings are easy to be made. Have no problems with hostelworld. A good experience.
I had to cancel a booking immediately after making it since HostelWorld DID NOT show me the hostel's full guest rules/policies until AFTER I paid. Once I was able to read the full policy list, I realized that I would not be able to stay at the hostel and had to look for different accomodations asap. I asked HostelWorld for a refund and they were completely unhelpful and tried to guilt me instead. Said I "should have selected the flexible booking option." Oh really? How come I never saw this option at all or any type of additional insurance while I was booking my stay? So many important details are hidden from their website until you're already stuck with a reservation. This company is a joke that will just steal your money. Please don't waste your time with them and just book with the hostels directly.
Tip for consumers:
They wouldn't refund me even though it was THEIR mistake.
If you change number of nights stays you lose a substantial sum of money - the hostel we stayed in confirmed we would only be chsrged one night ( reduced from 4) - hostel of the sun in Naples - but we were then charged 67 euro on top of 35 euro deposit paid - so 103 euro for a sub standard / basic room stay. Terrible service a very deceitful. We strongly recommend not using Hostelworld or hostel of the sun in Naples.
Tip for consumers:
Just don’t use hostelworld service or go to hostel of the sun in naples!
Products used:
35 euro deposit
Search engine is awful, website is buggy.
Free cancelation but you've to pay them a fee that you never get back.
Site doesn't work as expected at all and sometimes hostels dont even get the booking.
Disappointed please avoid
Booked 4 hotels in Japan through this website. They all worked out fine so have nothing to complain about. The benefit of this website is you only put down a deposit for the rooms via the website then pay the remainder when you arrive at the hotel, rather than all up front.
Hostelworld steals peoples money, I've paid 26euro as a pre-payment to book a hostel and I couldn't see the reservation confirmed on their app so I've sent an email. Days later they've come up with the money didn't come through but my bank says other way. I have the provision number and receipt but hostel world claims they didn't get the money and still doesn't confirm booking. Very good scam. Don't ever trust this agency.
It was a one off mistake, which I have forgotten and forgive.I will always book my holiday hostel with hostel world.
They replied within a few hours, very friendly and accurate service. I am very impressed and satisfied with it, will come back again :)
Products used:
Accommodations
Call the hostels directly rather than book through this site. Don't be fooled by this corrupt company. I purchased a refundable overnight stay for my daughter as we knew her plans might change. Yet when I cancelled, I was never offered a refund. The hostile said it has nothing to do with Hostelworld.com and cannot refund the monies and Hostelworld.com did not send me a receipt of my cancellation so would be too hard to collect. $24 to learn a lesson I guess. Moral of the story, don't ever use this site again.
They charged me for a reservation on a hostel, only to find out later that it was fully booked and cancelled it without warning, hours before my arrival. Instead of giving back my money on my credit card or cancelling the transaction, they gave me a voucher, which I did not ask for, and refused to give me my money back.
Very unreliable, AVOID USING IT.
Very very bad experience and their support just ignored me.
Tip for consumers:
DO NOT USE OR INSERT DATA ON THIS WEBSITE
I did some bookings during pandemic time, and the only thing that I get for the cancellation (it was a free cancellation), was some vouchers that the only discount that is made is for the deposit, what in normal is too low.
I have asked for the refund in cash, and they did not accepted, so I don't think that I will use that voucher, but what I have very clear is that I'm not going to use never again that web for the bookings
I had a problem with a voucher, and customer service had it sorted very quickly with some helpful tips for the future.
We made a booking to stay at Gram's Place in Tampa on Hostelworld, but when we showed up the evening of our reservation, we were told that there were no available rooms for us. We received no help at all in trying to find an alternate place to stay. We had no choice but to drive 4+ hours back home that same night. I would strongly caution anyone against booking through Hostelworld or attempting to stay at this location.
Refused to offer refund after paid extra to be able to cancel reservation. They also take a huge cut for themselves. Always book directly with the hostel.
Tip for consumers:
Do not use this site. Book directly with the hostel
Products used:
Free cancellation hostel reservation ***not actually refundable or free cancelation!!***
I'm honestly quite surprised to see so many other people have bad reviews on hostelworld, it's quite unfortunate :( I'm a solo traveler on a budget so I love to stay at hostels. I've booked on their website about 5+ times now in both Korea and Japan and I've thankfully had no issues with it.
They have so many options to choose from around the whole country and their prices are usually the lowest too.
Another cool thing they have is the option to pay a bit beforehand and pay the rest up front. It's a nice option to have :) -- I've attached an example from my receipt
1.)repetition:I booked via hostelworld a hotel/hostel in Honolulu,after a long procedure which I described in an earlier review did I want to cancel.I had seen more negatice rezensions that positive after looking again.2.) After 4 days of contact and treals+errors am I still unable to cancel.I get always with their system the answer:" we received your request".Many times different people respond but until now am I unable to cancel. Their support does not help at all and untilnow after 10 requests did I not receive any real answer or cancellation.In 1 review did I read that " hostelworld" did not return the money.So I must add it looks like "hostelworld" is not really capable of helping or solving the problemand a question" not interested"? Every answer looks like a response but it does not really refer to my problem.Additionall their side say" Sorry we are not able because our side does not function!" Question: why does hostelworld has a support info when it does not help at all? I cannot add any images ecause the download function does not transfer to this side. I worked today many hours, I am really upset because it cannot be only me-it looks like the support of hostelworld is not efficient,sorry to say that.
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