Lynn
Google
Besides the shower being lukewarm on a cold day, maybe I also just came at the wrong time because my experience here was unfortunately a little bit disappointing and frustrating. And maybe it’s my fault but I did have to give feedback because it’s not that I think the manager didn’t speak English well, in fact it’s very well, but the communication was not clear nor effective and a bit of a confusion that could have been prevented.
I understand the difficulty of being in charge of the front bakery and a hostel at the same time. But there doesn’t seem to be a clear system and the manager was making excuses about the bad service instead of apologizing.
Here is what happened: I came around 4:00pm to check in, immediately I asked the manager where I could do my laundry since I just came back from a crazy 3 day hike. She said “you give it to us and we do it for you because we have a personal washing machine”. It’s 10 euro per load, wash and dried. Perfect. I asked how long would it take? And she said “you are checking out the day after tomorrow so that’s good, it will be done by tomorrow.” I said “ok, do I need to come pick it up here at the front desk?” And she said “we will bring it to your room”. It was very cold that week and I had given her most of my long sleeves so I was hoping I could get it done in the morning. The next day, at 9:30am I went back to ask around how long will my laundry be done, just so I know when to come get it. She said they haven’t started it yet and the reason is because her cleaning lady isn’t there yet. I asked when she would come and she said “10am”, and I had to ask again “so when would it be done?” And she said “in the afternoon”. It was so cold outside that I had to take back some of my long sleeves and pants before they started it. So 3pm rolls around, and I was starting to feel weird about how long it was taking to do a single load of laundry. But I decided to be a bit patient and went out for a bit and returned at 6pm. I came back to the front and the manager was taking her time talking to some customers about their trip to Spain, not even acknowledging me, that I had to pull a chair up and sat down for a good 5 minutes right in front of her before I realized that there is just me and those customers in the bakery. Everything was closed. I stood up finally and she then had to interrupt the customers. I finally got my laundry. I told her I thought it was going to be delivered and she said “well the cleaning lady didn’t know which room you were in and I forgot too”, when I feel like the logistics of hostels is they should AT LEAST know who is in which room if they have my information on the system and were the one who offered to deliver the laundry. I was just following orders.
My feedback: 1) ask when the travelers need their laundry done and if it won’t be done on time they should have the option to do laundry somewhere else with the suggestion of the manager.
2) write the name of the person down on the laundry load with the room number so the cleaning lady knows too.
3) don’t offer to bring the laundry up and let the travelers know to check back in, since they are making excuses with how busy they are (I don’t mind going to the front myself, I’m not the one stuck behind the counter).
I made the mistake of trusting someone else to do my laundry. It took over 24 hours when I could have just done it myself getting to the laundromat in 5 minutes with public transportation. She said she didn’t want me to wait for my laundry… but with their service it took way too long and very very unreliable.
