14 years
Ba Ha Ha! Wow you get your deposit back and $20 for future deposits but still no room at the place you have a reservation. This is pretty much worthless.
Hostelworld Reservation Guarantee
Hostel Trends and News
Hostelworld's new service guarantee:
http://www.hostelworld.com/serviceguarantee
We’re so confident in guaranteeing your reservation that we will credit your Hostelworld.com account with the full deposit PLUS an additional $20 credit that can be used towards the deposits of future bookings on Hostelworld.com, in the extremely unlikely event that on arrival at your chosen property your reservation cannot be located by the reception agent.
Seen on Travolution.
What do you think?
- Comments
14 years
Is this purely a customer service policy that they will take upon themselves, or does Hostelworld intend to take action against the offending hostel when they have to pay the guests $20? Are there any proposed consequences?
14 years
I think it is pretty damn good seeing as the only way the reservation could be lost is due to a hostel works stuff up, and defo would be calling the property with something like a three strike policy.
14 years
Are there any proposed consequences?
Is that already in the Hostelworld contract?
14 years
Is this purely a customer service policy that they will take upon themselves, or does Hostelworld intend to take action against the offending hostel when they have to pay the guests $20? Are there any proposed consequences?
It´s an incentive to report fuckups to HW. They will know better which hostels overbook, or are just plain incompetent. Let´s see what they do with this.
14 years
It´s an incentive to report fuckups to HW. They will know better which hostels overbook, or are just plain incompetent. Let´s see what they do with this.
True enough. The only time a hostel SHOULD have to tell a guest that a reservation didn't come through or that there was an overbooking is if the reception crew screwed something up or if they're putting your "No Creepy Dudes" rule into play.
13 years
I've unfortunately been through this Service Guarantee process. I turned up to the hostal to find it deserted - couldn't raise anybody. Eventually found out that the hostel didn't receive the confirmation email from hostelworld because their computer system was stuffed (virus?). (I now make the effort to confirm bookings directly with the hostel... why am I using hostelworld again??).
Service guarantee took a couple of weeks of chasing it up with hostelworld - even after they said they'd credited my account! Luckily we still had a few weeks left on our holiday - the credit only lasts for 6 months!
Then the next problem was that their booking system doesn't work properly for payment via service guarantee credit. It reports on the hostel's confirmation that the deposit paid is 0.00 and shows the remaining balance to be 100% of the booking cost. This conflicts with the confirmation that I received showing the remaining balance to be 90% of the booking. End result is that the hostel tries to charge the full amount rather than 90%. I reported this bug to hostelworld and they said it would be fixed as a matter of urgency... but it is still happening 2 weeks after I reported it.
13 years
The error in applying the correct amount for the credit is easy enough to understand. I can imagine a programming mistake that would result in "deposit paid = $0.00" because it applied a credit instead of charging you anything. I'm really surprised, however, that you would be quoted a different balance due than the one sent to the hostel.
Thank you for sharing your experience with the Guarantee in action!
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