Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/15/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Made a reservation with Ember Hostel, ******, ** on 2.08.24. Upon arrival, proceeded to check in, and, upon presenting my ID, I was informed that I would be denied as a result of an expired ID. While the clerk was telling me I would be denied entry, my phone alerted me of a transaction of $****** applicable to Ember Hostel of ******. I questioned the transaction, the clerk was irate and combative, and told me a refund would have to be obtained through the booking agent, Hostelworld. I left the premises after being threatened. I called today, 2.15.24, to have a conversation with the facility, they were again, combative. They insisted the transaction never happened, that instead of charging, they actually refunded the amount. There could be no refund unless there was an original transaction. However, the property insisted there was not a transaction in the first place? This property stole ******, USD and have attempted to gaslight me in the process. I want a refund, an apology, and sanctions to ensure they are not permitted to defraud any other unsuspecting persons.

  Business Response

  Date: 02/16/2024

  ******************************* owes us an apology.

  ******* arrived with an expired ID. Our policies are clearly stated on both the booking site he used, Hostelworld, and on our website and in all guest communications emailed directly to *******. Our policy states that travelers must have a valid ID. *******'s ID was nearly two years expired.

  ******* reserved a NonRefundable booking through Hostelworld. The policy clearly states that nonrefundable reservations are NOT REFUNDABLE. However, upon refusing service due to an invalid ID, the payment was immediately voided.

  As you can see in the attachment, no payment was taken for *******'s reservation. No credit is posted and the balance due remains the same. We have checked our bank logs and the payment was never processed. Has ******* provided an authorization code from his bank to prove that the payment was processed? Does ******* know how to read his own bank statement?

  ******************* us an apology. His behavior was irate and disrespectful. He left a totally false and harmful ****** review on our business. Management then reviewed video footage and found our front desk agent to have provided clear and kind instructions on the issue. ******* needs to take responsibility for his own actions, or inactions on reading the requirements for staying with us. Also, having a valid ID is universally required at ***********. 

  ******************* us an apology for his behavior and should be required to remove his review as we did the best we could with his behavior.