Hostel Helvetia - Private Rooms in City Center and Old Town

I booked a hotel, they refused me with a child, I came from Ukraine, there is a war in Ukraine. I was offered to pay £ 300 for the child, I said to return the money, but today has already passed, there is still no money. I do not advise. I could get into the situation and understand. I just want my money back, now every penny counts and it is important!!!!!

房間沒有異味，這一点很重要，值得一赞。

Отличное место

딱히...뭐라해야할지..정말 모르겟다...그냥 그저 그랬던거 같음..위치....생각보다 그리 좋은위치에ㅡ잇는것 같진안다

Worst customer service! Double payment for a single guest during checking-in and from online booking (visa). But, not willing to refund after admitting the issue. They blocked my phone calls and not responding to emails as well. Extremely poor customer service. Not recommend at all! I tried to book a reservation to a guest in their own website. Unfortunately, the reservation attempt has failed when I tried to make the pre-payment (small amount) to secure the reservation. Then, I succeeded to make the reservation via third-party website and paid the pre-payment. However, when the guest arrived at the hostel providing a printed copy of the prepaid booking confirmation and the receptionist told him that she could not find the reservation but only the other reservation (with failed pre-payment attempt via their own website). Then the guest paid in cash full for all the nights. Here is the problem, the hostel still proceeded to change from my Visa card for the unused reservation made via third-party website (they said they could not find during reception). Please note that all the reservations (failed or succeed) were for the same person within the same duration. I contacted the Hostel Helvetia by email and phone call regarding the situation. After initial investigation, they confirmed that the guest did pay for the full booking, whereas the online reservation via the third -party website remained unused and tagged as "No Show". After mentioning to contact me soon with more information from the receptionist who checked in the guest, I have not heard any further response from them, despite my repeated attempts to reach out via email and phone calls. Moreover, according to the booking policy from the Hostel Helvetia website, bookings are only confirmed after prepayment. However, the unsuccessful reservation with unpaid pre-booking via their website was still wrongfully used for check-in, causing the situation of double payment for the same guest. Moreover, during they are supposed to keep payment of the first night in case "No Show", yet they keep the payment for all nights (clearly mention in the online booking). What's more disappointing is even though they have clearly understood the issue, they still refused to refund without justification to correct their mistake. Who blocks phone calls and ghost emails from customers just to avoid refund inquiry! I gave the lowest scores for all the ratings, owing to the unacceptable conduct of the hostel.

(Photos only)

Очень понравилось в хостеле, были проездом в Варшаве, нужно было переночевать с семьёй. Администратор Ника, несмотря на ночное время, подобрала нам номер на 4-х, все вежливо и доступно всё рассказала. За что огромное ей спасибо. Иначе с детьми ночью в Варшаве нам бы пришлось трудно. В хостеле чисто, уютно. Ника - очень приятная девушка и хороший сотрудник. Спасибо за чуткое отношение.

Abbiamo deciso di fare una gita a Varsavia in 5 ed abbiamo prenotato un appartamento al centro della città. Purtroppo il detto “ quanto spendi mangi” è vero perché pagando poco altro non ci si poteva aspettare. Secondo noi doveva essere più pulito e soprattutto la colazione abbondante e più varia e non solo con cibo polacco. Per noi non va bene

Bardzo niemiła obsługa. Właściciel był bardzo niemiły i mi i naszym przyjaciołom mówił że będzie apel na którym będą tłumaczone zasady ponownie bo niby isch nie znamy, chociaż że z nimi nic nie zrobiliśmy, nie łamaliśmy żadnych zasad hostelu owego. Nie polecam po części obsługa miła i uśmiechnięta a za to właściciel ma mocną nerwicę. Pokoje niezgodne z tymi na zdjęciach patrząc na pokoje innych lokatorów żadne nie było zgodne z tymi na trip advisorze. Więc polecam najpierw popatrzeć na komentarze innych osób a nie patrzeć na rzeczy przedstawione przez hostel