I experienced very poor customer care from the Hostels side. I booked my stay on Generator Hostel Amsterdam and later wanted to cancel it because my plans changed.
First I didn't find a place on Airbnb where to cancel the booking. But since I had already received a welcome message from the host, I figured that I can respond to their message asking for a cancellation. I was by then still eligible for a full refund of my booking because I contacted them early enough. I patiently waited for their response for almost 30 hours and by that time it was already pass my check-in time. Still no response. Finally I called them asking whether they have seen my message, since on Airbnb their average response time is one hour. I reached them via phone and a man called Girio said that he can not cancel the booking for me but I can contact their accounting email and explain the situation. I made sure that the email he gave me was written correctly and I wrote the email only to notice that the email address didn't exist. I tried calling again many times after that but still have not reached them. I called Airbnb and through them I learned that it is completely up to the hostel to decide whether they want to refund me now that the cancellation is too late to make.
This whole thing could have been avoided with them kindly responding my message and advising me how to proceed with cancellation early enough. I tried calling the host multiple times during several day and once lining up for half an hour but I have still not reached them. I suppose that if you don’t have any complications with your booking, you might be fine, but if you need assistance or would like to have a contact with the host, I’m not sure if this is the right place to stay.