Hello Dan F

Very disappointed you decided to write this review and I note you wrote it the day after when emotions were still high. After getting no ‘satisfaction’ from the staff, myself the manager, the owner or the police (which I note you haven’t mentioned) you took the route to attack the hostel and my reputation through a Tripadvisior ‘review’.

I don’t want to respond but I have too as what you say can be very damaging if I don’t. Also, it has a serious lack of detail about your behaviour that night and morning that I need to make people reading aware.

First off I’ll define the ‘assault’ and unprovoked physical abuse you describe, which was me escorting you down two flights of stairs after you repeatedly refused to leave the hostel after been asked to ‘walk it off’ i.e. come back when you were sober

Secondly, can you advise on why you fail to mention you calling the police and their zero response after seeing the evidence on CCTV?

Thirdly, can you on advise why you have you’ve not mentioned threating a young female member of staff the following morning for your money back? It would explain why the owner and I were not too interested in taking you seriously in the morning. Could this lack of interest explain your attack on the owner as well?

And no, what happened is not a common occurrence and the first time I have encountered anything like this in 12 years in hospitality.

As you were very intoxicated that night I will retort too help you recall and to let people reading make up their own mind on the hostel and my reputation and name which you so frivolously attack;

Leaving your finger on the door buzzer for 47 seconds to wake staff (I counted as you were on CCTV, and it was after 3am as well) because you were so drunk you couldn’t open the door, is a total disregard for us and more importantly the other guests staying at the hostel trying to sleep. Why you were surprised that I wasn’t too happy when I came down the stairs says a lot about just how intoxicated and confused you were that night. You then kept insisting the door wasn’t working, and as you were another guest arrived back and opened it no problem. Do you recall this? You had a chat with him and tried to get him involved in your argument. Yes the door gets a bit ‘dicky’ when it rains, as you know because we explained this to you when you checked in, and all you needed to do is push the door then pull it open. I asked you to leave as you kept up the argument that the door wasn’t working and you were getting more and more aggressive and beginning to alarm other guests who were still awake. I repeatedly asked you to leave and to walk it off.

You followed me up the stairs continuing your argument and at this point I decided you needed help leaving and escorted you down the stairs.

The following morning you came back and had the audacity to threaten a young member of staff for your money back. You were asked to leave again, not threatened, and you agreed. Eventually you did but only after making yourself some free coffee from our kitchen!

We do a brilliant job around here and our reviews from September on all the major booking websites confirm this and it’s a real shame people can sign up to a website and try and get some revenge for some injustice they recall from a very drunken state.

Regardless, I wish you all the best and hope you enjoy the rest of your travels.

Hello. As the new manager with new staff I'm keen to respond here, as I have already done with your review left on Hostelworld. As other reviews for the month of Septmeber show there, the large majority of people had a positive time at the hostel so we are very sorry to hear you had a poor experience and we would like to offer our apologies. Our reception is open from 8am to 11pm but that does not mean we have no security outside of these hours. We have to and it would be completely irresponsible not too. All staff live in house with a least one member around 24 hours as it's required in case the fire alarm goes off etc. My phone number is also on a notice on the reception door to call for emergencies or to resolve issues like the one you mention. No hostel or hotel can police everybody's behaviour 24/7 but when problems do arise we quickly resolve them, as it was on that night if you recall, and the guest in question was directed to the correct room. All our dormitories have locks and if guests kept them locked it helps us to help you.

Our toilets and showers are cleaned 3 times a day and maintained throughout each shift, so are kept to a high standard. We were fully booked that weekend and not every guest is considerate towards the next, so people occasionally might not receive the cleaning standard we aim to offer in our dorms and facilities. Our sheets are also cleaned and changed but are beginning to look a bit tired after a very busy season and are being replaced this month. Our sleep sheets offer an extra layer of comfort and cleanliness as well. As for the bugs you mention, that can happen in any premises, at any time, but I can assure you they would not have been there for any duration of time.

I again would like to apologise for your bad experience and wish you all well