I was stranded in London on Monday night because I missed my last train.
I searched for alternatives trying to escape the cold, I tried to book a room online at Astor Victoria my phone battery was out, so I couldn't complete the transaction, I decided to go there, I have used this hostel several times.
I got there late, I met two guys at the reception, I explained the situation to one of the guys, while the other guy attends to two ladies that had just arrived late too, around half past 12am.
His attitude to me was terrible, I have never seen him at Astor Victoria, his colleague didn't intervene, yet he allowed the two ladies in, while he turned me away, saying "its late find somewhere else", with a very unfriendly voice, not a single smile.
Thanks, never will I return there, I will also stop the friends I've introduced there from coming back.
This worker lacks good customer service and ability to reason, you expect me to find someplace else with a dead phone late in the cold night,
I later went to Victoria Coach Station and sat there in the until 6:45am.
Such a shame this guy spoils it for everyone as there is a very friendly Pakistani guy that works there mostly afternoon and a nice lady.
Thanks for the terrific attitude I have now searched and found better and affordable hostels, in no time you will send away all customers.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Response from Mark Paniagua, General Manager at Astor Victoria Hostel
Responded Apr. 14, 2020
Hi, we are sorry if you had an unpleasant time at our hostel. As a general policy, we cannot accept any new bookings after 9pm, this is to ensure the safety of our other guests, the guests who arrived at the same time as you had a premade booking. Many people looking for accommodation at this time have usually been asked to leave to another location which is why we cannot accept any new bookings. We are sorry the receptionist on shift did not help you find somewhere to stay which is also part of our policy. I will ensure to reiterate this to them for the next time. We hope the rest of your trip was great. Lots of love, the team at Astor
This response is the subjective opinion of the management representative and not of TripAdvisor LLC