Marieke L.
Google
We were supposed to stay at Eklo Hostel in Bordeaux last week, but unfortunately our booking was cancelled. Even though we had made the reservation three months in advance, we only received an email two days before our stay saying there was an issue with the payment and that we had 24 hours to fix it (this was on a Sunday evening). To our surprise, the reservation was cancelled after just 15 hours, even though we were still trying to sort out the payment.
Despite several phone calls with their customer service, we were told there was nothing they could do. They were not helpful or willing to find a solution. We had also clearly received a confirmation that payment could be made upon arrival at the hostel, and until that last-minute email, we had never been informed that something was wrong with our deposit.
To be clear: we can't comment on the rooms or the location, since we never got to stay. But we can comment on the service – which was very disappointing. We had to find alternative accommodation the day before departure for our group of young people. As we are a youth organisation, this last-minute change ended up costing us nearly double.
A really frustrating experience with very little understanding or support from Eklo Hostel. We were planning to return in October with another group, but after this, we’ve definitely changed our minds.