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Business Profile

Hotel Reservation

Hostelworld

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotel Reservation.

Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/18/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    Hello, A week ago I booked an hostel :- ***** (*********,********) ON HOSTEL WORLD With ref is :-**************** But few days back I got a mail that my booking has been cancelled without any valid reason after that I have been trying to reach to them for the reason or the refund. But they are making excuse or showing up their T&C in which they havent considered any CUSTOMER right about the booking got canceled. I would like to request you to please look into the matter or priority basis as my Refund is pending Rs. ***** INR which is not a small amount for a miss class family

  • Initial Complaint

    Date:01/05/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    $95.74, charged 12/27/22, with booking/reference #******************* This was a deposit on a hostel reservation where I paid extra for it to be fully refundable. ******************* Hostelworld took the $95.74 deposit, but then when the hostel ********* in ******, ******* tried to take their seperate deposit, at which point my credit card declined the payment. As a result the hostel canceled the reservation with Hostelworld. Hostelworld refuses to refund their $95.74 deposit.

    Customer Answer

    Date: 01/29/2023

    Better Business Bureau:

    At this time, I have not been contacted by Hostelworld regarding complaint ID ********. I have not heard anything from Hostelworld since I filed my complaint with the Better Business Bureau. I attached all the correspondence with Hostelworld in my original complaint (where they repeatedly refused to refund the deposit taken on the booking that didn't go through).

    Thank you for your help and for hopefully protecting others from this business. 


    Sincerely,

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


  • Initial Complaint

    Date:12/22/2022

    Type:Product Issues
    Status:
    Unanswered
    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 one pod in ********** through Hostel World for 1/27/23-1/29/23. I emailed to request a refund because when I paid through Hostel World, the website indicated that I was paying for two nights for both my wife and me (see screenshot below). Less than two hours later, when I called the hostel to confirm the booking, I was informed that the booking was actually only made for one person not two. I was also informed that the cost of upgrading to a pod that would fit both my wife and I would cost me an additional $266. Given that Hostel World stated that the price I paid was for two individuals, two nights (see screenshot attached), I emailed to request a refund for this pod. I am entitled to a full refund because (1) the information given to me was incorrect by Hostel World, (2) the booking was made less than two hours ago, (3) I am within the limits set forth by the hostel to receive a full refund (see video attached) and (4) I paid the extra cost for the flexible booking option. Yet, I emailed Hostelworld over 6 times and was unable to get a refund. I keep getting responses from the customer service agents saying "well that's not what we MEANT on the website, we MEANT that it was only for one person despite writing that it's two, so we won't refund you." Beware of ***** at Hostelworld (see screenshot attached). I need a refund and she refuses to acknowledge the mistake that Hostelworld made and keeps telling me there's nothing wrong.

  • Initial Complaint

    Date:09/16/2022

    Type:Billing Issues
    Status:
    Unanswered
    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.
    Booked 2 hostels (one in ****** the other in ********) and the company HostelWorld charged us $44.93 CAD ($33.58 USD) and $27.84 CAD ($20.81 USD) for each reservation on July 13. Each hostel then charged us the full amount of each reservation ($277.56 CAD and $172 CAD). When I contacted HostelWorld about these extra charges, they said the amounts should have been deducted from the total of each reservation and that we should contact the hostels individually, which was odd because the bank statement showed HostelWorld as the ones taking the money. I contacted the hostel in ******** (***************) and they explained that the first charge was NOT received by them and that we should contact HostelWorld because it was a fee they were charging. We did so, and after showing them the response from the hostel in ********, started making up excuses saying we were confused and it was taxes etc. A lot of emails have gone back and forth with them taking a stance of nothing was charged extra. I have as proof the email correspondence, screenshots, bank statements where it clearly shows the charges that should have been deducted as per their first emails and now no one wants to give us our money back. Hoping you can help us out. PS: I couldn't upload the email version, so I copied into a PDF document.

    Customer Answer

    Date: 10/12/2022

    Better Business Bureau:

    At this time, I have not been contacted by Hostelworld regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:07/22/2022

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    It's not even a real company. Just organized thieves. They have no customer service department. They have no phone number. They don't respond to emails. It's just automated machines that respond with completely irrelevant companies. This company shouldn't be allowed to operate in the US. They are just completete scumbags. You can't even delete accounts, or remove your credit card information from their websites. They are nothing but absolute thieves.

    Customer Answer

    Date: 08/16/2022

    Better Business Bureau:

    At this time, I have not been contacted by Hostelworld regarding complaint ID ********.

    Sincerely,

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

Hostelworld is NOT a BBB Accredited Business.

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