Louise 20 Hostel

Christian and Ludwig at reception were amazing: personable, professional, friendly, and full of great tips. The hostel itself is clean, quiet, and homely, in a great spot in lively Neustadt. Rooms have a locker and wardrobe, plus there’s a small kitchen and chill-out room. It’s not very open-plan or the most social place, but good if you want a quiet stay. My week here was mostly good, but Lisa, the larger woman with the dark bob, soured it on my last day. I was checking out for a day because I was going away, then planned to check back in the following day. I did check out late, which was my fault, though I’d told the cleaners the bed was cleared and they could come clean. When I called to extend my stay, Lisa said it was fully booked, even though I’d checked several times with other staff and they said there were plenty of spaces. Eventually she said I wasn’t welcome at the hostel anymore because of my late checkout. She was abrupt, rude, dismissive, unprofessional, and hung up on me. I’d spent a week there as a paying customer and had treated everyone kindly. Yes, I was late, but that cold, aggressive behaviour from a staff member was unacceptable. Deep down I’m sure she’s a good person, but I hope she gets some help, because it’s affecting the hostel’s vibe. Such a shame when the other staff are amazing.