Gästanvändare
23 februari 2023
I booked a 3 night stay at Che in a private twin room with a friend. Our room overlooked the pool and bar area, and while we knew that a hostel wouldn’t exactly be quiet, we didn’t expect the sheer volume of the music each night until 1 - 2 am. It was often accompanied by childish games (spin the wheel and carry out the dare it lands on). Both of us have stayed in a lot of hostels in various countries, but this was too much. The worst experience was at checkout. We decided to cut our stay short by 1 night as it was spoiling our time in Tulum, so cancelled it within the free cancellation deadline. A girl at reception told us that we should have told them this up front. Plans change, emergencies happen, people decide to move on and travel elsewhere etc etc, so unless you can predict the future, it is impossible! She kept saying we were wrong and refused to get cash out of the till (we were forced to pay cash on arrival as their machine stopped working - something that turned out to be very common). After a stand off, she finally gave us the money back to which we were entitled. She kept telling us we were wrong and would have kept us standing there all night while carrying on doing other things had we not stood our ground. We were fully prepared to stay there all night as we had email confirmation of the free cancellation from Hostel World. After yet more rudeness, she finally coughed up, but not before saying she needed to WhatsApp someone to authorise the refund - (who never replied), surely there always needs to be someone on site with a bit more seniority who is able to ok these occurrences. What if there were to be a big problem? Who would have the power to sort it? If you want a 24 / 7 party cranked up to the highest volume until 2, and are prepared to lose money if you decide to move on elsewhere despite cancelling within the required timeframe - go for it!
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