We didn't get to stay in the hostel although we had booked and paid a £15 deposit. Apparently the hostel does not accept under 18s. We were not informed of this when booking and this is not stated on their website, eventhough the staff insisted it was! When we arrived after a very long car journey, the staff took one look at the 2 14 year olds with us and turned us away to the Castle Rock hostel without any explanation. We were then turned away from the Castle Rock as we had children with us (the staff there asked for their driving licence numbers of National Insurance numbers even after I'd told them they were 14!!!). Eventually, they turned us away and as there was no other accommodation available in Edinburgh (due to Edin festival), we had to travel back home, spending £120 total in petrol, plus car parking fee, plus inconvenience and disappointment. I rung the Royal Mile and was promised a phonecall back on 2 occasions, I didn't get one and when I eventually spoke to somebody she was extremely unhelpful and just kept repeating "no under 18s" in their hostels. I told her the amount of petrol I had to pay out and she refused to even give us our £15 deposit back!! This is horrendous. I have tried ringing the hostel since arriving home to speak to the manager and am being fobbed off that the manager isn't available. They have no complaints procedure and do not know who owns the hostels! I obviously did not get to stay in either hostel but can say that the place looked very unclean, there was a very strong smell of chip fat and the people coming in and out were mostly carrying bags full of alcohol. Great if you want a party but certainly not for anyone who wants to get any sleep during their stay. I will certainly be taking this matter further.
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