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:01/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Dear team,I booked a hostel in ******** called KAMA CENTRAL PARK on January 3rd. My check-in time is from February 26 to February 28. Booking number: ********** However, the hotel showed that cancellation was free, but after paying, I found out that it was not possible. I immediately discovered that there were still more than two months before the check-in time, so I asked the hostel to cancel for free. But they refused me again and again!! I need to pay full price as the cancel fee even the check in time is after 2 months! Also I called the booking service in ******* but they didnt help me with it! It is completely misleading to consumers. It mixes free cancellation and non-free cancellation, and the words are very small!!!!! Please refund. Because I chose free cancellation before booking, this is wrong. $113.21 for me is quite expensive. This is my first time in this situation. Who can help me? I promise I will book it again and still can use this platform if you can solve this problem!!!Best Regards,** *****

  Customer Answer

  Date: 02/02/2025

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Kama Central Park LLC has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  ** *****

• Initial Complaint

  Date:12/19/2024

  Type:Product 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.

  We reserved a dorm room for five people, specifically requesting to be placed together, which their staff originally confirmed via messenger. One of our friends, who booked separately, was also assured in writing that they would be placed in the same dorm. Upon arrival, we were split into two rooms one with four people and the other with two contrary to what was promised, with no explanation. To our shock, these were mixed-gender dorms with male guests already present, a detail never disclosed during booking.Some of us, including myself, have past experiences making mixed-gender dorms distressing and unsafe. When we requested a refund due to this unacceptable arrangement, ********* at the front desk rudely denied our request and made disparaging comments in Spanish. She later loitered in our room while we retrieved our belongings, making us even more uncomfortable. We paid $432.25 but did not receive the promised accommodations, and our refund request was unfairly denied.

  Customer Answer

  Date: 01/13/2025

  At this time, I have been contacted directly by Kama Central Park LLC regarding complaint ID ********, however my complaint has NOT been resolved because:

  They refuse to accept any fault or give us our money back.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  ******** *****

  Business Response

  Date: 02/04/2025

  We would like to address the complaint filed by *** ******** ***** and clarify the situation.
  

  Room Allocation: When the guests initially inquired through *********** about the possibility of staying in the same room, we responded by explaining that we would try our best to accommodate them, but that this would depend on availability. However, we made it clear that we could not guarantee that everyone would be in the same room. (Please find attached a screenshot of our conversation for reference.)
  

  Arrival at the Hostel: Upon their arrival, we once again explained that while we attempted to place as many of them as possible in the same room, it was not feasible to accommodate the entire group due to availability. Unfortunately, they were quite upset and addressed the staff in an aggressive manner. They even threatened to call the police because not all members were placed in the same room. At that point, we showed them the previous messages as proof of our explanation that we had never guaranteed this.
  

  Male Room Reservation: Additionally, the group had made a booking for a male dormitory room (screenshot attached). Upon their arrival, we informed them of this, and because women are not typically allowed in male rooms, we made an exception to allow them to stay in that room to avoid losing their reservation.
  

  Refund Request: Regarding the refund request, we regret to inform them that it is not possible to process this request, as the type of reservation they chose was non-refundable (screenshot attached).
  

  We hope this information and the attached evidence help clarify all concerns regarding this matter.
  We remain available for any further inquiries.
  Best regards,