Anyone dealt with Hostelbookers?

kavics17

Hi,

I booked 2 double rooms in Eastbourne through hostelbookers for 13th August for one night only for 4 people-for me and Oh, and Oh's elderly parents, paid £12 deposit rest is due on arrival. Hotel emailed me yesterday saying that they received my booking for a double en-suite room sleeping 4. I emailed back asking them to confirm that it was for 2 rooms, just got back a reply that it was for a family room with one double bed and 2 single beds and they advised that I contact hostelbookers for cancellation and refund. I have the confirmation from hostelbookers that I booked 2 rooms and it also says that deposits are non-refundable and all contacts have to be made with the hotel itself. The hotel can't offer us two double rooms as they are fully booked.

My question is what next? I am not bothered about cancelling the hotel as I will find another one but how to get my non-refundable deposit back as clearly it is not my mistake that I could book 2 rooms online but in reality it is only a family room sleeping 4? Do I contact hostelbookers or the hotel?

toxic1990

Who did you pay? I would imagine they are the ones you need to get your money back from. I would imagine its the agents issue.

kavics17

I paid the deposit on hostelbookers website.

tronski

I can't help but wanted to say that I had a problem with hostelbookers a few years ago. I used them quite often while on my travels but ended up at one hostel that had no record of my booking despite me having the details with me. This was Sydney on NYE too - peak time! I ended up having to trapse around the city looking for accomodation but everywhere fully booked. HB said it was the hostels fault, hostel blamed HB.

Also used HB once more after this and same thing happened. Never used it again. Never got a refund either.

statolondon

I've used HostelBookers many times and only once had a problem. My advice would be to get in touch with their customer services, they'll be able to let you know whether the property is at fault and advise on how best to proceed.

When I had an issue it was the hostels fault and HostelBookers helped me get them to find me new place to stay.

Good luck

kavics17

Hi,
Thanks everyone. I indeed wrote an email to Costumer Services and they were really helpful, refunded my deposit and apologized with the promise they look into the issue with the hotel (don't want anyone to have the same situation). Happy ending.