I recently encountered an unfortunate situation during my family's stay at this hostel as the shared showers were spoilt upon our arrival. Definitely, we recognize that such issues are unfortunate and not within the hostel's control.
However, we felt that the service recovery was significantly lacking. At this point, I would like to highlight that the staffs were really pleasant and polite throughout the entire process, we could see that they were frantic due to the situation however they still tried their best to maintain their composure. In an effort to address the inconvenience, the only compensation provided was a free small pizza for our family of four adults. While we appreciate any gesture to remedy the situation, it seems insufficient given the impact on our overall stay, especially considering the unresolved fundamental aspect of our stay—access to basic amenities.
While acknowledging the efforts of the staff, I believe there's an opportunity for improvement at a higher level in terms of service recovery. In my past experiences with similar unfortunate incidents in other accommodations, some were able to offer a small refund as part of their resolution process.