1/5 Simran S. 10 months ago on Google
Disappointing
Experience:
Issues
with
Refund
Process
I
recently
had
a
less-than-ideal
experience
with
Lemongrass
Hostel,
and
I'd
like
to
share
my
concerns
regarding
their
refund
policy.
My
encounter
with
their
cancellation
process
was
frustrating,
and
I
encountered
difficulties
in
obtaining
a
refund,
which
left
me
feeling
dissatisfied.
Initially,
I
was
excited
about
my
reservation
at
Lemongrass
Hostel,
as
their
Booking.com
page
highlighted
comfortable
accommodations
and
good
customer
service.
Unfortunately,
unforeseen
circumstances
arose,
and
I
had
to
cancel
my
trip.
I
promptly
reached
out
to
the
hostel
to
inform
them,
but
I
didn't
receive
a
response
to
my
multiple
international
calls.
Considering
that
I
had
canceled
within
a
reasonable
timeframe
of
5
days
before
the
booking
date
and
the
"free
cancellation"
banners
on
their
website,
I
expected
a
straightforward
process
with
a
reasonable
refund.
However,
I
was
disappointed
by
the
lack
of
helpfulness
and
understanding
from
one
of
their
staff
members.
Instead
of
providing
the
assistance
I
needed,
their
response
was
dismissive,
lacking
professionalism,
empathy,
and
a
willingness
to
find
a
mutually
agreeable
solution.
It
is
disheartening
to
witness
a
business
prioritize
profits
over
customer
satisfaction
and
integrity.
While
a
small
cancellation
fee
would
be
understandable,
charging
the
entire
amount
seems
excessive.
