Montagu Bed & Beers — Restaurant in Innsbruck

I recently had a highly disappointing experience with Montagu hostel, which left me not only frustrated but also concerned for the well-being of future guests. An infestation of bedbugs marred my planned stay at this hostel, and the subsequent customer service interactions only served to compound my dissatisfaction.

Regrettably, my hopes for a quick resolution were dashed as the hostel staff demonstrated a lackadaisical attitude towards the bedbug infestation. Instead of acknowledging the severity of the problem, they downplayed the issue and insisted that it was an isolated incident. They downplayed the problem by saying that it is a worldwide problem, which is no excuse to me. In my opinion, they should shut down the hostel to get the problem properly fixed and start with a clean plate.

This dismissive approach left me feeling not only frustrated but also concerned for the safety of other guests who might unknowingly be subjected to similar conditions.

To add insult to injury, the customer service provided by Montagu hostel, during this ordeal was shockingly inadequate. Despite the evidence of a bedbug infestation, the hostel management refused to refund my reservation fee, arguing that I had not given them sufficient notice of my decision not to stay. It was also very expensive compared to other hostels, so my budget was completely ruined because not only did I not get my money back, but I also had to book another place to stay. This blatant disregard for customer satisfaction is unacceptable, especially in light of the health risks associated with bedbug infestations.

It is disheartening to see a hostel prioritize profit over the well-being and satisfaction of its guests. I strongly advise anyone considering a stay at Montagu hostel to think twice and explore alternative accommodations. The lack of cleanliness and the indifferent customer service make this hostel an unfortunate and regrettable choice for any traveler. My experience with Montagu hostel was a nightmare, and I hope that my review serves as a cautionary tale for others seeking a comfortable and...

Unfortunately, what would have been a great hostel stay was turned negative by the presence of bed bugs in our beds. The atmosphere and beds were very cool, we enjoyed the live music and bar aspect of the hostel- but none of that matters so much when you have to get worried about being bitten in the night.

All throughout the hostel were flyers posted warning about bed bugs, urging travelers to immediately inform the staff of bed bugs if they were found. Though it was alarming to see, it was refreshing that they seemed to acknowledge it and seemingly take it seriously. Once my partner and I did find both bed bug droppings and an actual bed bug in our beds, we alerted the staff immediately, upon which they put our bags in their freezer and paid for our laundering of our clothing. On top of that, they moved us to a new, private room, and assured us that the room we had been staying in (a 10-bed dorm on the first floor) would be shut down and that other guests would be alerted. It seemed like they were handling it as best as they could, until…..

Despite telling us their intentions to shut down the room and clear it of any other guests- they didn’t. In fact, they were actively sending new arrivals into that same dorm room, and didn’t seem to be warning anyone at all. Our faith in them taking the bed bug situation seriously was sadly squashed, and it started to seem like they may have just moved us to a private room so that word didn’t get out. Sadly, it does not surprise me that a week after our visit to this hostel, that I’m seeing other travelers post reviews about bed bugs as well.

Last, they had us send pictures for proof to their team email, and we were met with a kind response, though devoid of much responsibility for the occurrence. Oh well. What could’ve been a really cool hostel experience ruined much of our trip to Innsbruck, and tainted the remaining week and a half we had left for the rest of our overall stay in Europe, worried that we will be taking bed bugs with us where we go, or even back to...

Agree with other travellers who have commented on the loudness of the wooden construction, the lack of privacy and inadequacy of the bathroom facilities: this hostel is beautiful in concept, but impractical in execution. My major complaint however is unrelated. In summary: my extension of one day (requested and paid for in person at the desk) was canceled on the day of the extension, and they're having trouble locating the extension in their system and haven't refunded me.

In more detail: I had a reservation for 9/25-9/28 made on booking.com. Check in was fine, no problems. On 9/26, I extended my stay for one day 9/29 and paid for it by credit card, all at the desk. I received email confirmation. At noon on 9/29, I was informed by email that my bed was to be canceled, and that I could be refunded.

Subsequently, I received emails:

1. instructing me to cancel the extension on booking.com Really, after I already wrote that the extension was made in person.
2. informing me that they couldn't locate my reservation. Seriously, even though they sent me an email confirmation of the extension.

I provided them with screenshots. Haven't heard a peep in days.

I don't know what's going. I'm normally very easy going and conflict avoidant. €46 isn't an extraordinary sum of money. But the cancellation was inconvenient, and the follow-up has been unacceptable, unprofessional and a waste of my time. And I work in hospitality myself.

I would appreciate a response from someone in charge, and I am entitled to a refund.

Update 10/12 I received an email from management that began with "Hey Moni, Just read your review", then explained to me the situation: a guest had brought bed begs into my dorm and informed the management. Therefore, all the reservations in the entire hostel were canceled for the next 3 weeks, while they invested €20,000 into treatment and prevention. The email closed with appreciation of my publicly sharing their failures, and...