hostels.com
Complaint 333235 Details

so the thing is that casa espana madrid hostel charge me for a no reason cancelation fees and hostels.com (that appear to be same with hostelworld.com. same customer support) support them. now the story:
i mail them to cancel my reservation just for me and other person we traveled together he will continues his trip there. that happen before 72 hour cancelation policy. send me back that because the room was private... i will make pause to explain you the room was a small cube with a bunk bed, so she told me was going to change my friends room to a single bed for more money per day (near to 8€ per day more). that was half a day before cancelation policy. it took me one day to find available my friend so my answer to her was already late. my answer was my friend don't want to continue to your hostel for this unreasonable price for that hostel (i will describe later). last she wrote ok we gonna charge you 18.99 for cancelation policy. they charge me for something i never accept with a legal form through hostels.com my booking provider. so i ask my self they can easily change options and charge what ever they want without my permission? hostelworld.com support was rude enough not at all supportive, never asked about how they change the room with out my acceptant and charge my card with something more expensive, but full supportive for the hostel i will describe right now. because we had the honour to stay one day when we arrived at madrid before we should return at the end of our trip. so wifi at description was not there, the fridge was full from their stuff and they yelled on me about my bottle of water is so big for this fridge, dirty as public space, toilet open on corridor outside of the rooms, small rooms with one bunk bed each booked for “private”. maybe the place was offices between 1 and 2 floor. for the need of my trip i spend 2gb mobile broadband (22€) for that night that suppose wifi be there. also you can find easily 1,2 reviews on google about them and you could compare :). i did contact my bank immediately that i don’t accept that transaction for the above reason and today they inform me that the money are back to my account. thanks to my bank i am ok but remember my store before you gonna choose them for booking services.

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