I stayed at Roamer Brisbane from 23–24 May and unfortunately had a very disappointing experience regarding the handling of my driver licence.
I had already completed the online pre check-in process and submitted my passport details before arrival. The confirmation indicated I would simply collect my key at reception. However, staff still requested and retained my physical driver licence during check-in.
The hostel attempted to call me once on the evening of 23 May, but as it was an unknown number, I did not answer due to caution around scam calls. Importantly, the hostel had both my phone number and email address, yet no text message, voicemail, or email was ever sent.
On 24 May, I visited reception twice — once during checkout and again later when collecting my luggage. On neither occasion did staff inform me that my licence was still being held.
It was not until 8:43 PM that evening that I finally received another phone call informing me that my licence had been left there. During that call, there was initially no apology or acknowledgement of responsibility, only that I would need to return to collect it myself.
As someone living on the Gold Coast, this situation caused unnecessary stress, inconvenience, travel time, and additional costs. I understand mistakes happen, but I was disappointed by the lack of proactive communication and assistance regarding an official identification document.
I hope management can improve how situations like this are handled in the future.
