Ostello Santa Monaca

Hi Francisca, thank you for taking the time to share your opinion with us. We are sorry for the misunderstanding at check-in time and for the situation with your bookings, which we'll try to sum up here, in order to try and make it clear. You had mistakenly booked the beds required twice (first reservation in a 4 bed dorm, second reservation in a 10 bed dorm), without contacting us to verify that the first booking had gone through, as it had, and upon receiving the second one we contacted you to ask if everything ws correct, in order for you to be able to cancel one of the bookings free of charge when needed, as it was a couple of weeks before your arrival. You were notified of that through an email, whose email address read "no-reply@....", To which you were not supposed to reply; instead you should have accessed your account and replied to us through it. The reply you made to that email address obviously got lost and we never received any answer to our question of whether you wanted to keep both reservations, which is why we did not cancel neither of them. Upon arrival you were informed of this and of the fact that, because of our cancellation policy, you would have had to be charged for both reservations. To this you replied by repeatedly saying that we had in fact received your answer (which we hadn't, and the fact the you never received any reply may well have alerted you of that) and saying that you did not have to pay for both reservations. You repeatedly stressed that you had replied to our email, and that we must had known of that, basically stating that we were simply trying to scam you and also being somewhat rude. Throughout and despite all of this, understanding it was simply a coincidence of simple mistakes that could have happened to anyone, our reception staff decided to check you in the 4 bed dorm for the price of the 10 bed dorm (obviously cheaper) and to charge you only for half the cost of the other reservation, also adding a discount to that. To thank them of that, they were called liar and "bad people". Again, we are very sorry of the situation that occurred, but we do honestly believe that our staff did everything they could to help you out, and did not receive much recognition for that on your part. We are also sorry to notice you decided to mention our staff personally, which we find not very nice in any occasion, especially to attack them personally, also considering they decided to give you their name (thus showing they had nothing to hide) and had informed the rest of the staff promptly of the delicate situation. Once again, we are very sorry for the situation that occurred, and we wish you a great rest of your trip from all of our staff. Sincerely, Hostel Santa Monaca