La Familia Hostel - Parque el Poblado — Hotel in Medellín

Shocking customer service experience at La Familia. We stayed for 5 days and got our laundry done in that time. When packing our bags before checking out, we noticed that two pieces of our clothes had been damaged with bleach. Therefore, we asked for a refund for the laundry cost as we didn’t want to pay for a service that damaged our clothes. Isa at reception said she was only able to give us a partial refund because only the boss, Alejandra, can offer refunds. However, Alejandra is unavailable to call in the mornings so we couldn’t contact her before we had to leave for our bus. The total damages to our clothes is 420,000 COP worth and our laundry cost 35,000 COP, all we asked for was 35,000COP back but all Isa could give us was 25,000. This is absolutely shocking customer service. Why take the morning off as the boss if you refuse to allow your staff to have the power to refund customers in full. Isa passed our WhatsApp information onto Alejandra in the hope that she will PayPal us the rest. Alejandra, as the boss, do the right thing and refund us the rest of our laundry cost, instead of putting your poor staff in the situation where they are faced with angry customers and they can’t do anything to help them....

Bad service from the foreign staff working at the reception, the woman who attended me in the early morning of June 11 at approximately 2:00 am, did not allow me to extend my stay at the accommodation in the middle of the night even though there was not enough space in the accommodation, having already slept 2 nights in a row in the place, she literally invited me to leave the accommodation for no reason, what other accommodation would do this type of action to a tourist who only wants to stay in a place where he feels comfortable, worse still, invite him from the accommodation in the middle of the night, I blame myself because they did not provide the correct information to other guests about the use of the facilities, reflecting that because of me other guests were confused about some things in the accommodation, this responsibility is directly of the staff and should not affect the guests themselves, there should be better treatment towards the user and not be arrogant because this was my 3rd time visiting the place but not I liked the way the woman treated me and I honestly do not recommend coming here if you want to...

Worst hostel experience I had in South America. The rooms are very crowded and stuffy, no ventilation, and they kicked us out at 7 pm on a Friday!

We booked a room for one night for 33k, and the next day asked to extend our stay until Saturday, where the receptionist answered “great” and confirmed we’ll be able to pay for the entire stay on checkout.

After 3 nights we discovered that these extensions were for 45k/50k per night instead of the original price! At no point in the interaction did the receptionist mention that the price would increase!

After finding this out, we talked to the manager (at 7pm) and demanded to pay the agreed price for all the nights we stayed there, he raised his voice and repeatedly told us that we’ll have to pay for his mistake, when we insisted on the original price he told us to pack up and leave!

While packing our things and looking for another place to stay for the same night the manager came to the room every 2 minutes to ask why we were not out yet (it took us about 15 minutes to...