I have been noticing that when it comes to reviews at my hostel, HW customers are far more likely to leave a negative review, then a positive review. HB, we consistently get good reviews, but at HW it's hit and miss.
I had one HW guest complain to me today that he was going to leave a 90% review for the hostel because there were drunk people in his room who kept him awake last night, and people were knocking on his door to complain about it. I asked if he or any had gone to the night receptionist to complain, and he said no.
Another complaint (legitimate) was there apparently had been more people in the room then there should have been - I probably know why - it's due to our staff probably sharing the same bed. Staff and guests are mixing right now, until we finish building the staff rooms. He wanted to extend his stay, and I said he couldn't as we were full,
He mentioned some other stuff about people smoking inside the building, when they are not allowed, and apparently he got the night receptionist to check (or the night receptionist checked) and didn't notice the smell (probably did notice the smell, but was probably smoke from people outside that has drifted inside).
He said he was going to leave a 90% review for us, but after last night for events out-of-our-control (in his own words), we are going to get a bad review.
Do you think HW and HB have different expectations? It's very difficult to get good reviews from HW guests.