Abigail Martin
Google
I’m a 20-year-old solo female traveler who often stays in hostels — this wasn’t my first rodeo, and I knew what to expect going in. My flight got in late, and I checked in remotely around 1:30–2:00 AM. I reached out upon the delay to let them know of my late arrival. When I got to my assigned bed (in a 6-bed mixed dorm), a man was already sleeping in it. There were no available beds, no staff on-site, no unlocked common area, and not even a single chair. I walked to nearby hotels to look for a room, but they were all full. I returned to the hostel and ended up trying to sleep in the stairwell. I called the hostel’s emergency line and reception — both went straight to voicemail. I want to emphasize this clearly: if something happens between midnight and 8 AM, there is no way to reach staff. I would never have booked this property if I had known that. Around 4:00 AM, while I was trying to rest on the stairs, a drunk man in revealing underwear approached me twice, about 15 minutes apart, asking me to unlock the floor. I told him to go away, feeling scared and completely helpless. After he left the second time, I used my key to sneak back inside, then locked myself in the bathroom out of fear and waited for a nearby coffee shop to open. Eventually, I heard him come in with help from another guest. I could hear him — and every snore — through the bathroom door. I sat for hours in the bathroom, which was one of the dirtiest I’ve ever seen — toilet paper all over the ground, a strong smell of urine (not like a public restroom, but like something that hadn’t been cleaned in a long time), and generally filthy.
When I returned to the front desk in the morning to report what had happened, the staff member acted both annoyed and unsurprised. He refunded my stay — in cash — and said, “we don’t normally do this,” like he was doing me a favor. He told me there was nothing he could do about the man harassing me and that I could “go to the police” if I wanted. When I asked if I could charge my portable charger behind the desk (since there were no working outlets available overnight), he cited “insurance liability.” I pointed out that the bigger liability is guests sleeping in stairwells with drunk strangers roaming around. He sighed, tore a scrap of paper, and started writing a handwritten waiver beginning with “I hereby declare…” to protect himself in case my charger got stolen — all of this after I’d just spent the night locked in a bathroom afraid for my safety. Once he realized it was just a charger and not my phone, he let it go. I want to be clear: I’m not saying this will happen to everyone, but even if your bed is available when you check in, this hostel has serious safety issues: 1 No functional emergency number. 2 No overnight security — doors are locked, but anyone can prop them or be let in, and no one is available to remove uninvited guests. 3 No backup options — no sofa, no chair, no safe space for displaced guests. 4 Very poor cleanliness, especially in shared bathrooms. I gave the hostel a chance to make it right. They refunded me €30 in cash and offered me a coffee. That’s not enough for what I experienced. I’ve since reported the situation to Booking.com and am requesting further compensation. I’m not one to leave angry reviews — this is my first ever. But if this review helps someone avoid what I went through, it’s worth sharing.
UPDATE: Booking.com reached out, upon hearing of my formal complaint, to the hostel and they did not respond. I have now filed a formal complaint with the European Consumer Centre (ECC) Germany to address the safety violations and unacceptable conditions I faced. I’ll update again if a resolution is reached.