When a review or complaint is submitted to our site mentioning assault of any kind by another guest, we expect an investigation for part of the property and a full collaboration with the local authorities in order to clarify the serious complaint.
When a review mentions assault of any kind that involves another guest, the review is not published initially, in accordance with our guidelines.
The property is also immediately contacted to ask for further information regarding the alleged assault.
Hostels must have a process in place to deal with any reports of assault by another guest. This includes notifying Hostelworld immediately where a Hostelworld customer reports an assault to the property.
We would expect that the alleged victim is treated in a sensitive manner, and that the local authorities are notified. If the alleged victim does not wish to speak to the local authorities then as an alternative they should be offered the option to contact their national consulate where possible
We also advise that a log is kept by the property with events of the incident, which can be referred to again at a later date if needed.
We reserve the right to leave a review offline permanently if it does not meet our review guidelines but will investigate all cases as is our obligation.
Where appropriate steps are not followed and a hostel does not communicate with Hostelworld promptly in relation to any alleged incident involving a Hostelworld customer we reserve the right to terminate a hostel’s contract.