Mumma's Hostel - Surfers Paradise — Hotel in Gold Coast City

Unfortunately I cannot recommend mummas hostel. When we first arrived we were greeted by a younger worker (in his early 20’s or so) who was lovely and showed us around to all the facilities. However, that’s where our good experience ended. The beds in the room are comfy but the bathroom in the room was unclean and felt dirty with hair everywhere and dirty walls/ floor. As well as this, there were staff staying in the same room as guests who were telling ourselves as well as others to shush at a reasonable hour to be sociable with one another. If I’m honest I thought about cutting my stay short at this point. There were also not enough lockers in the room for the guests as staff had been using them. One morning during our stay we were woken up by firemen in our room telling the staff that their fire exits are not mapped out properly and that they should not be allowed locks on fire exit doors. We did not get an apology for this wake up call. There were members of staff that had to clean the rooms of the hostel which would come in in the morning talking loudly on FaceTime, to then sit on the sofa and not actually clean (this would explain why the bathroom was always filthy) . Then, we had a member of staff speak to us as if we were a total inconvenience to have staying at the hostel when trying to do our laundry complaining it was ‘too loud’ (this was also said in a negative tone). On our last night at well past 11pm we had the staff in our room talking to eachother and going to the bathroom together which is extremely hypocritical after telling us to ‘shush’ earlier on in our stay. This same night when we got back to the hostel after a day out, I had noticed a used, dirty towel which had been placed on my bed by who I can only guess was the staff as they had been so rude to us the previous night of our stay at this hostel. It is also handy to know (for future guests) that you are not allowed into the social area (garden) after 11pm and are unable to make any noise whatsoever after this time too (there is also minimal lighting in the communal areas). I believe that the downfall of mummas hostel is 100% their staff who look down on and mistreat their guests not making them feel welcome or looked after. This was also confirmed by other guests staying at the hostel in our room who told us they were cutting their stay short. Therefore I do not recommend mummas hostel at all and would definitely not stay here again. The only positive to this hostel is...

Unfortunately I cannot recommend mummas hostel. When we first arrived we were greeted by a younger worker (in his early 20’s or so) who was lovely and showed us around to all the facilities. However, that’s where our good experience ended. The beds in the room are comfy but the bathroom in the room was unclean and felt dirty with hair everywhere and dirty walls/ floor. As well as this, there were staff staying in the same room as guests who were telling ourselves as well as others to shush at a reasonable hour to be sociable with one another. If I’m honest I thought about cutting my stay short at this point. There were also not enough lockers in the room for the guests as staff had been using them. One morning during our stay we were woken up by firemen in our room telling the staff that their fire exits are not mapped out properly and that they should not be allowed locks on fire exit doors. We did not get an apology for this wake up call. There were members of staff that had to clean the rooms of the hostel which would come in in the morning talking loudly on FaceTime, to then sit on the sofa and not actually clean (this would explain why the bathroom was always filthy) . Then, we had a member of staff speak to us as if we were a total inconvenience to have staying at the hostel when trying to do our laundry complaining it was ‘too loud’ (this was also said in a negative tone). On our last night at well past 11pm we had the staff in our room talking to eachother and going to the bathroom together which is extremely hypocritical after telling us to ‘shush’ earlier on in our stay. This same night when we got back to the hostel after a day out, I had noticed a used, dirty towel which had been placed on my bed by who I can only guess was the staff as they had been so rude to us the previous night of our stay at this hostel. It is also handy to know (for future guests) that you are not allowed into the social area (garden) after 11pm and are unable to make any noise whatsoever after this time too (there is also minimal lighting in the communal areas). I believe that the downfall of mummas hostel is 100% their staff who look down on and mistreat their guests not making them feel welcome or looked after. This was also confirmed by other guests staying at the hostel in our room who told us they were cutting their stay short. Therefore I do not recommend mummas hostel at all and would definitely not stay here again. The only positive to this hostel is...

I wish I would give this a 0, but that’s not possible so I give it a 1. Truly the WORST hostel experience I have ever lived! I booked this accomodation after reading lots of the positive reviews, seeing the promising photos, and being happy with the described amenities. I am no stranger to staying in hostels and have stayed in many different all over the world - but this was the worst. We arrived and were greeted with an empty reception, and after waiting for 30 minutes, ringing the bell, and looking around for someone we finally found a number and called - finding that the staff were upstairs partying completely oblivious to guests downstairs. We were then told to pay (before being able to actually view the room/ bed) and was then led down to our room. The place was absolutely filthy, rubbish everywhere, NO Covid-Safe measures (even with state mandates in place) and no actual introduction to the hostel apart from being shown the room. When we were shown our beds the room was so small we could not even fit any of our bags/ belongings inside, door was being held open with a shoe (very secure…), and the reception staff told us she had actually slept in one of our beds last night and had to grab her dirty undies from our bed. Absolutely disgusting to expect paying guests to sleep in a bed that someone had clearly slept in and made no attempts to even cover. After grabbing her belongings the staff member then just left to rejoin her party. My sister and I were completely at a loss that we had just paid to stay in this. We then tried again to locate the reception staff to discuss getting a partial refund as this was appalling and we could not stay here - she did not listen and instead pointed to a sign under a heap of clutter saying they don’t do refunds. Absolutely no consideration for the fact that this was not as described on booking.com (I was told I can park my car on the street and ‘hopefully it won’t get towed’), then when I asked to speak to someone else she said no. If you are considering staying here - DO NOT!! They take your money and do not care about the health, safety, or wellbeing of paying guests, absolutely appalling and I will be reporting your no refund policy to the ACCC as it violates consumer rights in offering a refund for products/ services that do not fit purpose and/ or provide results described in the service offering....