La Banda Rooftop Hostel — Hotel in Seville

An extremely awful service experience, with the hotel refusing to negotiate the check-in time with the guest!

I was so disappointed with the service at the hostel that I feel compelled to share the problems I encountered in the process.

We missed our check-in time for the day because we were dealing with stolen luggage, and at 9:00am the next morning, the hotel sent us a message stating that if we did not check in by 3:00pm that day, it would be considered a "no show" and would result in the cancellation of our stay and the deduction of our full payment. We immediately replied explaining the reason for our no-show, but in the process, the hotel did not offer any negotiable solution, leaving us feeling helpless.

Customer service contact information could not be found on booking's website. The order was immediately canceled due to a mistaken touch of the cancel button and no alert was received. Although we immediately explained to the hotel about the mistake and asked if it was possible to continue the check-in, or other possibilities. This conversation took place at 10am. The hotel was extremely irresponsible, despite the fact that there was still plenty of time before they notified us of the "no show". But they refused to provide any assistance or action, whether it was to change the check-in time, continue the stay, or refund the money.

Booking customer service told me that the hotel canceled my reservation and submitted it as a no show. this is not true.

There was no warning in the hotel's email or booking page about the "no show" time policy. I can certainly understand that the hotel is not responsible for travelers' accidents, but why did they refuse to negotiate? I didn't even have a chance to check into the hotel at 3pm.

Overall, I was very disappointed with the hotel's service. Not only did they fail to provide adequate information and support, but they were very cold and refused to negotiate when faced with our problems. This experience has made me question the credibility of this hotel and I cannot recommend it to other travelers. I hope that the hotel will take the reasonable requests of their guests seriously and improve their service processes to avoid similar situations from...

Despite all the amazing reviews of this place, my experience so far has been anything but amazing. My stay was supposed to be Sept 24-26. Upon entering my room, it was unbelievably warm so I politely asked if they could turn the AC on, as they hide the remotes. Keep in mind it gets up to 95F during the day. Francesca who works at the front desk said she would turn down the temp, but upon coming back later in the day and finding it just as warm was told she just turned the fan to high… I asked again (at this point for the third time, embarassing) to have the AC turned down to a reasonable room temperature 22C/72F, so the staff cited that Spain has a “law” which prevents them from lowering the temperature under 25C. I looked up this rule and was shocked to find the government of Spain specifically clarified this this doesn’t apply to rooms themselves. I told the front end staff this, and they didn’t believe me despite showing the official notification from Spain. No response or changes made. I also said that it is so warm I was actually having trouble breathing.

I’d expect this sort of hassle from a place that charges $15/night, but it’s pretty crazy I’m spending $50/night here which is how much some low end hotel rooms are in town. I unfortunately had to pay out of pocket for a hotel room my last night because how hot it was in there. The girl at the desk actually told me “I’m not even from Spain, I’m just volunteering here so just talk to the manager on Monday” - the day I would be checking out at 6am. Totally soured what was supposed to be the best part of my trip.

10/1/22: It seems the manager of this hostel replied with “hugs” to my review here but has ignored my email requesting a refund for the horrible service and inhospitable environment they offered. You are using the “energy situation” as an excuse to save money on air conditioning and as your staff put it “to avoid fines” which we now know is false. If you are deciding where to stay when you are in Sevilla, keep in mind this response as company’s actions are a lot more important than what they say to keep up their image on...

Stayed in September. They had bedbugs and if they had dealt with it swiftly without fuss and without getting nasty then I wouldn't have left a review. They inspected our bites and claimed that it was not bedbugs but one of the guests took a picture of a bedbug that morning so they had to concede. The woman at reception demanded that I should remove my clothes to show her the bites. I was itching in the morning and immediately took antihistamines to reduce the inflammation - she tried to tell me that the bites were insignificant and I had no right to my money back to leave... Despite the guest in the bunk next to me being covered with large inflamed bite marks. I asked if they would inform the other people in the dorm who had gone out for the day and they said yes they were doing it "immediately", but I sent the other guests messages that evening and found out that they didn't tell them nor offer to do their laundry/steam their locked cupboards so I told the other guests that they should demand it - otherwise they would take bedbugs in their luggage to the next place. The hostel staff said they would steam it properly but they were so defensive rather than trying to fix the problem that I had a bad feeling and left after fighting to get my money back (I didn't get all of it back but got most when they realised that I wasn't going to back down). The next day, two of the ladies who they convinced to stay were covered in bites so I am glad that I left. If they had openly fixed the problem rather than being defensive/pretending that there was no issues and trying to make me feel like I should accept being bitten then I would have had more sympathy for them. The other people who stayed in the room were very young and I feel like they were bullied into staying. It's an awful way to treat fellow...