From: Project Manager <[email protected]>;
Date: Fri, Dec 8, 2017 at 8:26 PM
Subject: CEO A and O Hostels Mr Oliver Winter Complaint
Dear Mr Winters,
Firstly, I would like to apologise for having to contact the CEO of a hostel chain but I feel I have no choice.
I am an IT Manager who is off sick at the moment hense I travelled to copenhagen to rest. I have stayed in other A and O HostelsGermany with no problem. I was advised there is a new hostel opening in Copenhagen so I travelled north to relax.
On arrival:
Alex greeted me, fixed my accomodation and placed me in an 8 bed dorm even though I have a loyality card. No problem.
Then I was asked to move to room 44 which is a 6 bed dorm. I said ok no problem. A polish girl was sent to my room who was screaming because there was gentlemen in to room and she asked for a female dorm. I fixed it. I ussually try and help other guests.
That night a large African gentleman came in the room at 5am, moving everything so I woke up. I went to the bathroom, he started shouting at me. I asked him to stop. He didnt. It got worse saying I kill you white man, it got worse and worse at 7:30am I went to reception. Both a male and female were working. Both becme very stressed and asked me to go to the room with them which placed me back in a bad situation. I had to grab what I could and get out of the room. I have a bad left ankle and I damaged it again. The receptionist said he would have the gentleman escorted off the premises. I said I would leave for a few days because I dont want any trouble.
Realising half my things are missing I go back to room 44 where the gentleman in question is still there at 1am 4 days later. Again more threats. In a panic the reception put me in room 39, everyone got woke up, not happy, no one could sleep, I missed my appointments and the atmosphere towards me went very sour. The next day I explained to guests what happened and they were shocked. I was told both managers were informed but when I spoke to them they said they knew nothing about it.
No apology from staff, no acknowledement nothing. Told to contact feedback which I have now done several times over a long period of time. I also called and spoke to Kira at the booking office who said she 'would have gone crazy if treated like this'. She noted everything down and sent an email confirming.
Feedback point black refuse to call me. Just refuse to call. I called again yesterday and the girl said there are strange notes on my account, she could see I have sent thousands of euros at A and O and could not understand the booking information or why I was being treated like this.
Thereafter, trying to make a legitimate complaint, staff started treating me very badly. If I ask for a coffee it was now put in a paper cup. If I use the washer and dryer and it wont accept my DKK a staff member acussed me of robbing the coin machine for the washer and dryer. Just unbelievable. I asked to speak to Martin (Front Desk Manager) for ten minutes while staff think it hilarious, Florian shouts across the reception from the bar 'none of the staff like you, why dont you leave'. Regularly ignored by staff at reception or refuse to hep. I looked at him in dismay, Martin arrived and said that behaviour is unacceptable and Florian came running over to Martin and apologized to him not me.
The security guard and female reception checked the records and nothing was logged, no one was told, no one knew. The security guard immediately took a full description of events, officially logged it, told his supervisor at his security office and told me they are independent of A and O Hostels. He said staff is aware and all A and O staff were informed about the assult.
No one said anything to me. All I was told: I have a new room whats the problem.
Since the incident with the African gentleman my card never works. Every morning when I go out and come back its blocked. I did buy a lot of pizza and beer here and after what transpired I refuse to do that now.
A couple of days ago a harmless Austrian guy came in room 39. No problem. After everything, a staff member brought a screaming asian women into my room at 10pm and both were trying to convince me that he was a drunk and should get kicked out. I said I am a guest please take this outside as I am trying to work. This went on for 10 minutes. It has been confirmed to me that staff members have a problem with me.
In summary:
I was attacked.
I had money, phone and charger taken.
A and O staff logged nothing which is against the law.
I left on my on accord even though I was still paying to calm the situation.
I was promised he would be escorted off the premise which he was not and allowed to stay at my expense.
Caused me massive stress, several missed days, appointments, busted my left ankle, medical bills, had to get a bandage.
