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:03/18/2024

  Type:Order 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.

  I booked three nights for a hostel. The hostel failed to disclose that there was a nightclub in close proximity to the room, and the noise made it unsuitable for sleeping. If I had known this, I would not have booked here, as I expected a good night of rest.As I was reading reviews from the HostelWorld app, I came across a few very concerning reviews about a bedbug infestation. A few different people within the last two years had very similar experiences, where they complained about the bedbugs to management and left prematurely but did not get a review. On one occasion a woman brought a live bedbug to the receptionist but they refused to take responsibility or action.As a result of these discoveries, I left fifteen minutes after I arrived, and as it was already late, booked a much more expensive hotel I emailed the company about this. I laid out all the charges and my experience, and told them that I wanted reimbursement not only for all three nights, but also the extra amount I ended up spending for the night, as a direct consequence of their negligence. They emailed back and told me I am getting refunded for 2 of my 3 nights, as per the HostelWorld policy, but they are unwilling to do anything more.I would be happy to forward you the emails, which go into more detail about the charges. I have also provided screenshots of my payments and the aforementioned reviews.

  Business Response

  Date: 03/18/2024

  We disagree with this false complaint. We actually do advertise that we have a bar on-site on EVERY site we accept bookings for as seen in the screenshot below and this guest is completely wrong that we don't and is just upset that he didn't get a full refund for a false claim. The fact that he also wanted us to pay for his hotel and travel to said hotel even though we clearly advertise what our hostel has is just an attempt for the guest to get a refund for a false reason. It is in no way our fault that this guest didn't do their research when booking and was upset about it after the fact. Very frustrating to think the world has came to this type of guest who expects to be refunded for them not doing their research when booking as we have done nothing wrong and completely reject his claim. Please remove this immediately as it is not even the slightest bit correct.  The guest also threatened us with a bad review on BBB in order to try to get themselves a refund for false reasons which is blackmail and is not tolerated by us. 

• Initial Complaint

  Date:02/07/2023

  Type:Service or Repair 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.

  I am a ********************* Veteran. Here is what occurred at Hostel Fish **** 20th ****** between February 5-8. I was housed in room 305 bed D. Not only did they not clean the room. The staff and owner decided to engage in the most reprehensible crime. The premeditated malicious assault and robbery of their patrons. This is not a belief but fact. The level of incompetence is astounding. I witnessed these crimes for multiple hours on multiple days. For one simple reason. The wannabe criminals did not have the sense to wait until I was asleep, intoxicated, or incapacitated. Right in front of my face from a lower floor level entry point. I got to watch them attempt to rob me, damage my property, gain access to classified ***** and financial information. I gave verbal warning before I started to report there behavior to the authorities. And because of their incompetence I have gigs of video and audio as well as pictures of all known staff. I am familiar with the ownership thru mutual friends and previous stays starting 2014. I have 3 Purple Hearts and I was blown up multiple times in ****. I do not spend my money at any business or lodging for the staff to turn and blatantly attempt to rob me. I made my decision to pursue legal action and the decision of these criminals was to believe i was a toddler incapable of situation awareness like I have not survived 7 tours in combat

  Business Response

  Date: 02/08/2023

  This is a completely false review with pictures that AREN"T EVEN OUR BUILDING and clearly FALSE ACCUSATIONS that we take very seriously here as guest safety and comfort are our highest priority and something that we've been praised about in review after review since we've been open. We also opened in ****************************************************************************************** 2014 which was impossible. We need this review taken down right away as this is completley false and considered slander towards our business and employees which we take very seriously as well.