Adam N.
I tried to book a room for a July trip to Madrid with my girlfriend because the hostel had good reviews. I made a mistake and booked the day I was making the reservation and the following day in June instead. Within five minutes, I contacted the hotel to explain that we wouldn’t be coming those days and ask them to move the booking to the dates I’d intended. I got no reply, despite trying by phone and email several times. They finally answered two days later, when the reservation had already ended, and said they wouldn’t change it because those dates had passed. When I pointed out that I’d reached out just five minutes after booking and told them not to hold the room, they didn’t respond. I understand it was a non-refundable reservation, and I know what that policy means. Still, I’d made an honest mistake and tried to fix it right away. It feels like they’re keeping my money for a service they never provided. This is terrible customer service, and with our tight budget, it’s about to ruin the trip with my girlfriend. The hostel looked really nice, but after this, they basically “stole” our money. I don’t recommend it.
