Review of Premium Hostel 2*

Update: After a few weeks of discussing my issues with the staff I was given a refund on our breakfast. Apparently they had some issues with their website that were showing the wrong prices (issues that have since been corrected). I've updated my review score to reflect this and commend the staff for working through my issues with me. TLDR: The service we got at the hostel was poor. Staff communication with us was poor, we were charged for a service they didn't deliver on, and our requests and emails went unanswered. On top of all of that the hostel was uncomfortably hot at night and traffic noise made opening the window to be not an option at night. Our first experience with the hostel was not good and it only went downhill from there. When we initially booked our room we made a request that some of the fire safety measures at the hostel be explained to us. They never were and no attempt was made by the hostel in the month after I booked directly through their website to follow up on this request. In terms of our actual stay at the hostel I would say that while it looks very nice we found that it got uncomfortably hot during the night. The only solution was to open the window — a window that backed onto a busy street. In addition to this the rooms were fairly cramped for two people. Especially near the entrance to the rooms. For some reason there was also no kitchen provided on our floor of the hostel. Instead we had a useless communal room. Most of the issues we had with the hostel related to our interaction with the staff however. For instance during our third day staying there when we went to talk to the receptionist about breakfast she was on the phone for probably 7-8 minutes with someone. She made 3 people waiting in line wait until she was finished with this phone call — rather than just put the person on hold to deal with the needs of the hostel's guests. Most of the people in line had simple issues that could have been addressed in seconds and it was extremely poor service on the receptionists part to not prioritize us. On the issue of breakfast — we actually paid extra to be provided a "breakfast/lunchpack" Unfortunately, our experience with this wasn't great either. Not only were there no instructions given to us when we signed into the hostel about this, but when we asked about it on our second day there we were told that it was not available that day due to "a confusion on their part". The receptionist then lied to us and told us that we would be reimbursed for them not offering breakfast on the days they didn't. Despite numerous attempts on our part to contact the hostel regarding this the hostel has not even contacted us back about this issue — let along actually reimbursed us at all. On top of that, within only a few days of our stay they changed the breakfast to be free of charge. In short, I would not recommend anyone stay at this hostel. The rooms are very hot and on top of that the staff do not treat their guests well.