We were a team of student guides and we booked well in advance to get a separate dorm rooms for just our group. I was confirmed several times that we get two 8-bed dorms and a 3-bed dorm to fit us. The staff was quick in replying to my e-mails and everything seemed to be going well, but when we arrived part of our group was placed together with others to a 12-bed dorm. Since we found that out after I had already paid for everyone via credit card and paid the requested 3% extra fee, I can just say – we were quite shocked to have only "there's nothing we can do" for an answer. Since the hostel was quite full, there was no possibility to move and also no attempt to recover this in any way.
Two of the girls were quite nice, but the third one greeted us in the hostel in the middle of the night in her pajamas, half asleep, by a quite aggressive "who are you?" even though we had been said that the reception is 24 hours. We didn't have a problem with the no alcohol in the hostel rule, but coming in late on a weekend night from a party while being quiet and respectful shouldn't cause any problems.
Also, we found it quite funny that the sheets had to be put on ourselves but while cleaning the rooms during the day everyone's personal stuff were rearranged to the extent of hanging dresses up on a hanger. Some of us felt weird about the fact that someone went through their dirty clothes. Even though 2 of the rooms were used only and exclusively by our group, we couldn't lock the rooms.
I have to give it to two of the reception girls who were always offering tea or coffee and trying to make everyone happy, but the handling of issues was really inefficient.
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