Biggest complaints hostel owners have with Hostelworld

Hi Marianne

I have the same problem and have also taken the matter up with HW a number of times. This from them dated 28th April 2011:

Hi Chris,

I was informed in a meeting this morning that a change in policy regarding reviews for seasonal properties is planned. This means that you would keep your ratings from the previous summer until the first few new reviews have been made. There will be a note next to your rating to draw attention to the fact that this rating is based on last year’s reviews.

This change is planned for this summer, but I am afraid that I do not have any more information on when it will be completed. It is not yet in place, but I will let you know once it is.

If you know when you will be closing at the end of this summer, please let me know so that I can add a note to our system regarding when you are closing for the winter.

I hope that this is of some help, and I am looking forward to hearing from you regarding your 2011 winter closure date.

Kind regards,

Clara Grimes
Account Executive
Hostelworld.com Ltd.

Thanks for reminding me - I will get a mail off to them this evening. If I get any further news I will post again here.

Hostelworld is the worst company...I really had a bad experience ,I will never work with them. I have booked a room from The Colour Hotel in Frankfurt but we changed our mind and we booked in another hostel via hostelworld.I informed the hostel about our cancellation but they said I should contact my agency,hostelworld.At these days I could not contact with them there had been some technical problems and I sent an email telling them I could not login ,having problems about it. I mentioned them that I want to cancel my reservation.They did not reply me.I did all these things 10 days before my visit.They charged 128 dollars(94 Euros) .I really do not trust them I will never do any job with them.I sent them all my e-mails and documents to their customer service but they denied paying my money.

Let me clarify the situation, I have informed both the hostel and HW .The hostel told me that I should inform HW.But the hostel charged themoney from my account.Why did HW shared my bank account information with the hostel ? This is the last reply that HW sent to me...I am really confused

Hi,

You need to cancel the booking directly with the hostel, contact details are on your booking confirmation. If you have a MyHostelworld or MyBusabout account you can cancel your booking directly through either account. Please note, if it is less than 24 hours prior to the date of your arrival, then you will be unable to cancel online and you will need to contact the property directly to cancel.

Please make sure that you cancel at least more than 24 hours prior to your arrival, or you will be charged for the first night's stay as a no-show, unless your confirmation says otherwise.

The booking fee and deposit are non refundable, per our terms and conditions, which you agreed to when you made the booking.

If you have bought cancellation protection, it would offer you credit for up to 6 months which you can use for future bookings on our site. In order to make use of cancellation protection, it must be canceled in your account. Please review the terms and conditions for cancellation protection by following the link below:
http://www.hostelworld.com/bookproperty/cancellationprotectionpopup

If you have any more questions please let me know and I will be happy to help.