HostelWorld
Complaint 238675 Details

I have booked a hostel for 4 people for one night at the Dover Castle Hostel in Dover, England. The booking was confirmed a few days before we arrived. When checked in at 12, 1:30 and 6pm. Every time we showed up to get into our rooms, they said they have rooms but they don't have the key or the rooms weren't ready. They said hostelworld overbooked but they'll figure something out.. Well at 6pm, we still didn't have our rooms and as alternative, they showed us an attic bedroom which was a construction site, unsafe to stay in and extremely dirty. We had to leave and find somewhere else at 6pm. I reported this to Hostelworld and they said I can't get my deposit back. I don't care about their $50 booking guarantee, it would be sufficient enough to not to be taken advantage of in broad-day light. On top of it, the hostel lied to Hostelworld and said we didn't want to stay as we wanted to stay in the same room. If that was the case would we have waited until 6 pm to make that decision? This was a total lie. And as if this is not enough, the Dover castle hostel claimed that they didn't sell the 4 beds they didn't even have (as if they did we had a place to stay for the night) and charged me for 54 pounds. This is stealing. There is no other words for this conduct. I've been trying to get this resolved for the last 2.5 months. I get nowhere with the hostel and the hostelworld is just happy to get their 6 pounds back and walk away. They are great, until you have a problem. And when that happens, you are on your own with your money long gone. Guarantee, booking confirmation is all for nothing, just for show. As if it was something, they stayed behind their word and they wouldn't ignore people when they had problems like this. All they care about is your few dollars. Never again.