We know that customers find reviews very useful when browsing online. As a result, we only remove reviews in certain situations:
- When the review includes abusive language, swearing, discriminatory remarks, language that targets a staff member negatively, or personal political, religious and ethical viewpoints.
- When the review promotes illegal activities.
- If it includes contact details like phone numbers and addresses.
- If we suspect that a review isn’t genuine and may be used to target a competitor, we will remove it completely.
You can query a comment through your hostelworld inbox by clicking on 'Reports' tab and then 'Customer Ratings'.
Then select the dates and click on GO. You can query or reply to a review once you click on the booking ref:
After you submit the query, our team will check that and get back to you.
Alternatively you can email us firstname.lastname@example.org