St Christopher's Inn Shepherds Bush

I felt nauseous and left at about 12:50 a.m., without having another place arranged. As a solo traveler, I’d never normally do that. I’d arrived shortly after 11 p.m. and couldn’t manage to stay even two hours because of the conditions. The four-bed dorm was unbearably hot, with no airflow, a horrible smell, and so much humidity that the sheets stuck to me after a few minutes in bed. A guest became aggressive when I politely asked her to use less air freshener. The hallways and rooms smelled strongly, every stall in the shared toilets was unflushed, and the shower area reeked of urine. I’ve had better public bathrooms in train stations. I contacted the hostel about a refund. They said refunds had to be handled online, replied once that they’d look into it, then stopped answering my emails. I’ve traveled a lot and stayed in plenty of hostels, but never had an experience like this. If hygiene or comfort matters to you, I’d find somewhere else in London.

The location was the best part: right by the tube station and shopping mall, and the main road and pub didn’t make it noisy. The beds were comfortable and had what I needed. It works for a very short stay if all you want is somewhere to sleep. I’d only book again if I had no better option. There’s no kitchen, fridge, or sink, so I ended up buying small ready meals at the supermarket every day and couldn’t keep takeaway food. They should at least add a fridge and dishes. I had to make noodles in a coffee mug and eat from a saucer a couple of times. Without a sink, washing your hands before or after eating, cleaning up, or rinsing a water bottle is awkward. The common room was dirty, tables stayed stained for days and the bin was always full. The microwave was old and its plate barely turned. They offered water, coffee, tea, and milk, which was nice, but didn’t keep supplies topped up. I often had to ask for more water and disposable cups. There’s no lift, so consider that if you have heavy bags. It was okay, though not the cleanest hostel or the friendliest staff I’ve encountered, and I wouldn’t make a big point of it.

Laura and Avraham were kind and professional, and the hostel itself has potential. But one staff member’s attitude cost the place my business. After first booking two nights through Booking.com, I extended for two more directly with staff. I wanted to stay longer, but the price was higher than usual, so I politely asked someone who said he was part of management, probably a shift manager, whether he could offer a better rate. I said I might otherwise move to a hostel that was a few pounds cheaper. He was cold, wouldn’t check or ask anyone responsible for him, and when I asked if he’d rather leave the bed empty than give me a better rate, he looked at me rudely and said, “Don’t try to manipulate me.” That’s not how someone in customer service should speak to a guest. I moved elsewhere the next day and booked several more nights there. I don’t understand why a business would rather lose money than keep a guest. If senior management would like to follow up, they can reply here and I’d be happy to continue privately.

I reported this to the Council already, and I believe MET POLICE should receive my feedback too. The safeguarding here failed, and I’m shocked and ashamed by what happened. During the night, while I was trying to sleep, another woman opened the door and called unfamiliar guests from outside the room. She had called the POLICE because I was brushing my teeth with the light on. I don’t believe there are facts to support this; all I had in my hands was my toothbrush. I should be allowed to brush my teeth, change my clothes, or turn on the light, especially when I paid to stay. She also called out to other roommates, who helped. I felt at risk of being attacked or killed because she opened the door and called other people. Reception then abused and threatened me too. A staff member said I had shouted at him and told me I could leave immediately without getting my money back. I was also threatened and harassed by the woman. I don’t know where these aggressive, sometimes violent people are coming from, but without strict rules and proper guest protection the place doesn’t feel safe. Council housing or JOBCENTRE PLUS UC shouldn’t be running hotel businesses, and the Authorities should act when people are forced into conversations or followed. I’ve asked the Council to look into it, and I think hostels and hotels should have CCTV CAMERAS to help check unsafe environments. My feedback doesn’t seem to have been posted.