Letter of complaint
Frankly speaking, the location is excellent but to my regret, the amenities and customer service is far from expectation.
First of all, the hostel is under renovation. We have a little guarantee about the hygiene condition and it worries us especially after a long journey. Despite that, no extra information is given about the unsatisfying condition and only photos of the room reserved are provided.
Speaking of transparent information, the guideline of using the facilities is confusing. Although the kitchen is listed in the description, it is actually away from the room reserved. Again, the centralized kitchen has no user guidelines about what utensils are available and what isn’t.
Thirdly, the customer service is disappointing. We managed to add a visitor at night after our journey. However, the person in charge had refused to respond to our request before we got intimidated. Please, considering your customer after a long hike, it is ridiculous to let them wait outside the hostel area, knowing that they are willing to pay correspondingly, suffering from muscle sores and hunger. On top of that, the disrespecting behavior of the hostel keeper, which includes peeking into our room to confirm the number of visitors and asking for unknown deposits, is showing a huge sense of distrust and deception between the hostel and the customer.
Fourthly, the poor communication between the hostel and us. We can’t contact the hostel keeper to confirm our check-in time. Despite punctual arrival, which is listed in the description of 12:00 noon, we found out the room is not tidied up and could only accommodate ourselves in the activity room. It should be greatly considered that a message or notifications be sent beforehand to get visitors prepared.
Fifthly, the utensils provided are frustrating. Although all appliances listed are provided, they are under expectation. For example, a water pot of 500ml, malfunctioning air conditioner, fragile towel, the list goes on and on.
Last but not least, regarding all concerns above, the hostel costs $1700 per night. The price is incomparable at all to the service quality.