Staff members are not helpful and rude. I requested a full refund 5 days in advance (according to their policy they would refund it), and my request was denied. With the explanation that we requested 4 days in advance (I sent the request on the 03Mar, we were booked for the 8Mar). We tried to call and peacefully explain the situation, and they hung up on us. Please bear in mind that: My husband suffered an accident that day and needed medical attention, so we couldn't stay in a hostel as he needed privacy and peaceful rest; The hostel was fully booked 4 days prior to us arriving there, so they for sure would be able to book someone else instead for our beds. Where is people's empathy? I checked the facilities of the place - as we had to pay to stay somewhere else - and I honestly don't understand the hype. Tried to talk to someone, but nobody was at the front desk. So I don't recommend this place, staff is rude and not helpful, and the facilities are very very basic.