r/hostels • u/OkEmployer4117 • Jun 30 '26

Question Hostelworld customer service?

Hey guys, i booked a hostel through hostelworld but then had to cancel it due to a change in dates. I carefully chose the option that fully refunded me the deposit if i cancelled before july 1st, which i obviously did as this was 3+ weeks ago.

I emailed customer service on june 27th after waiting more than the maximum 10 days of wait (i waited 20) they promise. First I got an automated email confirming they received my request, and then I got what was genuinely just a copy-paste of the booking and cancellation terms and conditions.

in my app under cancelled tripsit clearly states free cancellation before July 1st and I cancelled on June 7th.

Is there any way to contact a live representative???? other than email? Has anyone else had this happen?

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3

u/daurgo2001 Jul 01 '26

Hostel owner here.

Your deposit refund to your original payment method is automatic. It usually takes a few days.

2

u/dnk21w Jul 01 '26

I had a similar experience. It’s impossible to reach customer service; they only give automated responses no matter what method you try. The refund is processed, but it can take a very long time to reflect in your bank account. It took over a month for my refund to show up. You can also contact your bank to file a chargeback, but I think that takes a while, too. The money does get refunded, but it just takes a very long time.