In the event that a review or complaint is submitted to our site, mentioning any form of assault by another guest, an investigation by the property is expected, along with full collaboration with local authorities to address this serious matter.
Reviews that mention assault involving another guest are not initially published, in adherence to our guidelines. The property is promptly contacted to request additional information regarding the alleged assault.
Hostels are required to have a protocol in place to address reports of assault by another guest. This includes immediate notification to Hostelworld when a customer reports an assault to the property.
We expect that the alleged victim is treated with sensitivity, and if they do not wish to speak to local authorities, they should be offered the option to contact their national consulate where possible.
We also recommend that the property maintains a detailed log of the incident, which can be referenced if needed in the future.
We reserve the right to permanently remove a review if it does not comply with our review guidelines, but we commit to investigating all cases as part of our obligation.
If appropriate steps are not taken, and a hostel fails to communicate promptly with Hostelworld regarding any alleged incident involving a Hostelworld customer, we reserve the right to terminate the hostel’s contract.