Busby P.
Google
I called this morning regarding a booking I made yesterday for a friend, because I noticed a double payment on my bank account. The gentleman who answered explained that they only received one payment and that if the booking platform’s system had seized the second payment, it would be reimbursed within 24 hours. I told him I understood that, but I also asked: what if it doesn’t return within 24 hours? Do I have to keep checking my account myself?
I explained that the least the hostel could do, since they are the ones who chose to work with this booking platform, is to send them a quick message confirming that only one payment was received and asking them to reimburse the client. That’s a simple step of support that would have shown care and responsibility.
Instead, my suggestion wasn’t even acknowledged. Instead of helping or listening, the staff member hung up on me three to four times while I was still explaining the situation. This felt extremely dismissive, unprofessional, and frankly, very frustrating.
Mistakes with payment systems can happen, but the way staff respond to them makes all the difference. If someone cannot handle stress or a customer’s irritation, then maybe they shouldn’t be in such a position. I truly hope management takes this feedback seriously and improves how they treat their clients.