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Business Profile

Hostel

Hostelling International USA

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint type

  • Initial Complaint

    Date:01/02/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am reaching out to you because of the sanitation and health problems of my staying at Hi ******************** on the morning of December 30, 2024. I formally request a refund of the rate of three nights from December 27 to December ******* and the compensation of my physical and mental loss. As I reported to the two representatives of the front desk and the general manager on the morning of December 30 at 7:30 am, there was an insect or bug crawling on my pillow when I woke up at 7:10 am. I immediately reported this issue to the staff, however there was no any solid response to my suffering. I have found out where the bug was and recorded complete video as solid evidence for this sanitation and health problem. I am so allergic to all kinds of bugs or insects. It was a frightening moment when I noticed the bug was on my pillow and near my left face. Indeed, I have reasons and suspect the bug was crawling around my bed and even my skin during my sleep.I have communicated with three staff of Hi ************* Hostel for more than three and a half hours on December 30. No one expressed any words of apologies or sympathy to me. Furthermore, I have sent emails to both the official email address and the manager's email address on December 31. Unfortunately, I haven't receive any single response via email or phone yet.

    Business Response

    Date: 01/27/2025

    Thank you for bringing this matter to our attention. We take guest concerns very seriously and are committed to providing a safe and comfortable environment for all of our guests.
    Regarding the complaint about a bug or insect found on the bed, we would like to clarify the situation. When the guest initially reported the incident to the front desk, our shift supervisor promptly dispatched a team member to investigate the room. After a thorough inspection, no bugs or insects were found.
    As a gesture of goodwill, we refunded a portion of the guest's stay, despite there being no evidence of a pest issue. Additionally, we have regular pest control visits on the property once a week, and there have been no prior concerns regarding this room.
    In response to this complaint, we have taken further steps to ensure the room is thoroughly checked again. Please see the attached documentation, confirming that there were no findings of any bugs or insects during the most recent inspection.
    We understand the importance of guest safety and comfort, and we continue to make it a priority to ensure our rooms are free of any pests or concerns.
    Thank you for your understanding and for allowing us the opportunity to address this issue.
    Sincerely,

    HI NYC Hostel 

Hostelling International USA is NOT a BBB Accredited Business.

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