This review is for my recent trip to Sky Backpackers on February 10th-11th, 2018. This review is mostly based on my check-out experience, which was very unprofessionally handled when I tried to leave. Other than this one person, the rest of the staff was really nice.
Anyway, I decided to check out one night early because I was not happy with the state of the facilities. When I booked the room, the listing had shown towels and hairdryers as free for the room I picked (not requiring a deposit). Two of my other roommates and I also discussed the lack of towels, which all of us thought were included and would be on our beds with the duvet. However, this was a relatively small issue. The larger issue was that the hot water at the facility went out, and no one told us what was going on. Our en-suite room had freezing cold water and no water pressure, so I went downstairs to ask what was going on. The lady at the front desk told me that the system was out, and I asked her why she didn't tell anyone--because now three of us needed showers and they weren't usable. She told me she would try to turn the system on in 5 minutes, and then maybe 10-15 minutes later there should be hot water. I waited 30 minutes and was able to have a lukewarm shower with half water pressure.
Ultimately I decided to leave and stay with my sister as I was annoyed about the towel/hairdryer deposit (5 EUR), and the shower. They really didn't seem to take my compliant seriously and kind of brushed it of as 'that's just the way it is', but the cost of this hostel is too high for that kind of attitude.
Anyway, around 10-11pm on Sunday night, I decided to call it and I packed up my stuff and went downstairs to turn in my key. I didn't ask for a refund or anything, since it was way past checkout, and just wanted to let the guy at the front desk know that I wasn't happy and was going to just call it and leave. He asked my why I was unhappy, and I began to tell him about the hairdryers/towels and he literally called me a liar multiple times, along with saying (and I quote) "no one else is unhappy, if you're unhappy it's your fault". He said that the listing explicitly says that a deposit is required (at the time of this writing, that does NOT exist on this property's listing).
My sister and her friend were with me, and my sister told him that he couldn't talk to me like that, since I wasn't really demanding anything or being rude. And that calling someone a liar when they are just voicing a polite complaint was bad customer service. He then proceeded to throw her off of the property. At no time did she use foul language or threaten him or the property. She went quietly with her friend and stood outside while I waited for a receipt. Trying to diffuse the situation by being frank and honest with him so that maybe we could reach and understanding, I told him that it wasn't just the towel/hairdryer thing and that also the shower was an issue, and he seemed to be angry that I hadn't mentioned the shower first, saying that "that would have been a good reason to be angry".
He gave me a printed copy of my receipt and I asked him for his name--as his totally unprofessional attitude when I was just trying to check out (and was not asking for a refund at that time) had pushed me into wanting to make formal complaints. He refused to give me his name and told me to (again, and I quote) "get out" multiple times. I had taken a photo of him during the period where things had escalated with my sister, so I told him I had that and it would just be easier if he owned up to it and gave me his name. He told me to get out again, I warned him that reviews were coming, and then I also left.
At this time I am asking Booking.com for a refund of my 2nd night stay solely due to this man's actions. read more