Generator Reviews 102

elendig service fra personalet

Caveat Emptor/Buyer Beware: I booked Generator Paris a month ago for a November 16th stay for €124.30 as I had a conference to attend in Paris. I became ill on the morning of the journey; but I contacted Generator asking to either cancel or rebook my stay. I was met with various contradictory responses, each using the "Non-refundable" excuse, each time told with varying degrees of rudeness that I cannot rebook and I cannot get a refund. (Similar to a bereavement, if you or a close relation becomes seriously unwell, hotels may grant an exception to their non-refundable rates.) I stayed in Generator in Copenhagen in 2013 and I have to think this badly run, rude and inflexible company it has become co-incides with its acquistion in 2017 by a UK based Private Equity firm.

If I had read the reviews on Google and/or Trip Advisor with many writing that the accommodation was both dirty and the staff rude I would never have booked.
I have had quite an extraordinary exchange of emails in the meantime from their reception which were bordering on offensive. I have decided to contact the owners of Generator Hostels Queensgate Investments LLP, London as I am quite sure they have no idea how appallingly their portfolio of "The design-led hostels" are run.
Since Generator Hostels currently earns revenues of over €70m with 14 sites which aims to attract millennial travellers with its focus on capital city addresses, artfully designed interiors and appealing shared social spaces." It will not mind some honest feedback from the kind of customer it intended to attract, but has instead managed to repel for life.

I book a room and paid deposit to keep the room for me as I paid the deposit I thought I could land and pay at the desk. After paying the deposit I thought the room would be safe and Il pay when I land. They send a link and said if I don't pay by 6 I lose the room and deposit. I didn't have the money in my account at the time so I lost the room and told me iv lost the deposit. So I thought ok it's only the deposit. So the told me the room was gone nd iv lost deposit. I thought that was it. 4 months later they went into my account and stole 400 euro out of my bank account. I gave them no permission as the told me you room and deposit is gone. So it didn't matter they still went into my room and took my 400 out. They stole 400 of me. Iv went to the BANK and doing them for fraud. Don't book with these they will steal money from your account. They left me broke and stole my last 400 in a country I'm not from. Its unfair and won't even give me my money back. If I had of know they do this I would of least stayed their and use my money. I advised you not to use these or even go near their links as they will steal from you.

Extrem unfreundliches Personal, NICHT HINGEHEN!

Very good
Food

They give terrible service, they put me into 8bed room when I paid for 4bed room.
Worse they took money from my account that had already been declined, my bank blocked them they tried again and took money, I didnt stay with them when they took the money. Am now expecting a refund.
Avoid them if possible, there staff are rude and the reception people think they are doing you a big favour, worst customer service I have ever seen, am styill chasing my refund for service I didnt buy.

These people love money so much you can see the evil sparkle in their eyes when they see it! That includes the servers, hotel assistant, not giving them huge tips will make you be treated with disgust and hostility! To me, it's ridiculously disrespectful.

Incredibly noisy due to the bar downstairs and loud music blaring up into the bed rooms. There was a group of students who were running, shouting, slamming doors and playing music way past 11pm which according to the house rules is when you have to be quiet. When challenged about their behaviour they became very rude and terrorised one member of staff for hours, banging on her door etc. Hotel management were not helpful and basically did nothing.
My room also smelled very strongly of sewer and was incredibly hot - windows could not stay open during the night due to the noise level from the bar downstairs and people staying in the court yard or shouting from one room to another through opened windows.
Staff may be apologetic and understanding and generally nice but just seem to be overwhelmed. Clearly not enough employees for a hotel of that size.
Will not come back.

I emailed them to confirm payment details - no reply - emailed again - no reply - called them - no answer.

Terrible customer service - avoid.

Generator ved Landsberger Allee er et virkeligt dårligt hostel. Værelserne var beskidte. I sengene var der skrald, et brugt kondom pakket ind i toiletpapir, en afklippet negl og snavn. Der var en stor blodplet på siden af det ene sengelan og et andet var gult og, misfarvet. Der var meget støvet og på fælles badeværelserne var alle toiletter ulækre og ens knæ rammer døren når man sidder. ud af de 7 brusekabiner der er, var 3 afspærrede og virkelig beskidte, 1 havde stoppet afløb så der var heldt fyldt op med beskidt vand i hele bunden af kabinen og af de 3 resterende brusekabiner var der kun ét enkelt med forhæng der i øvrigt havde store huller i. Begge elevatorer var i stykker og afspærrede så kun trapper er tilgængelige også selvom man har værelse på 7. etage. Hold jer væk fra dette hostel!

My daughters stuff was missing, after the Cleaning lady. The hotel Didn’t care!

I experienced a very poor customer care from the Hostels side. I booked my stay on Generator Hostel Amsterdam via Airbnb and later wanted to cancel it because my plans changed.

First I didn't find a place on Airbnb where to cancel the booking. But since I had already received a welcome message from the host, I figured that I can respond to their message asking for a cancellation. I was by then still eligible for a full refund of my booking because I contacted them early enough. I patiently waited for their response for almost 30 hours and by that time it was already pass my check-in time. Still no response. Finally I called them asking whether they have seen my message, since on Airbnb their average response time is one hour. I reached them via phone and a man called Girio said that he can not cancel the booking for me but I can contact their accounting email and explain the situation. I made sure that the email he gave me was written correctly and I wrote the email only to notice that the email address didn't exist. I tried calling again many times after that but still have not reached them. I called Airbnb and through them I learned that it is completely up to the hostel to decide whether they want to refund me fully or not.

This whole thing could have been avoided with them kindly responding my message and advising me how to proceed with cancellation early enough. Now I loosing my money for an unused 4-nights-stay to a Hostel who I definitely do not want to support.

BEWARE. DO NOT STAY HERE.

I had a reservation through Hostelworld (DO NOT USE THIS COMPLETE TRASH OF AN APP), and all I wanted was to come two days later and I didn’t even ask for any refund. I JUST WANTED TO STAY TWO EXTRA DAYS IN FLORENCE. I was told NO, that I can’t do that. On the Hostelworld website it says if you don’t show up for the first night of your reservation, it will be immediately cancelled. All I wanted was to make sure they would hold my bed THAT I ALREADY PAID IN FULL FOR. Not only did they not work with me on that, they denied my ability to cancel my reservation without penalty. WATCH OUT FOR HOSTELWORLD! Even if you click on REFUNDABLE RATE, they don’t guarantee it.

Even though I sent the property a screenshot of the terms and services of my reservation stating that I could cancel without penalty 72 hours ahead (which should say anytime because that’s what I thought I was paying extra for) they denied it and kept my 407.80 and told me that if I wanted to stay I’d have to PAY A SECOND TIME. AND HOSTELWORLD IS COMPLICIT WITH THIS.

So, I called them and had one of my roommates record the conversation. I have their weekend manager on record saying that they COULD let me stay for what I’ve already paid, but they won’t because THEY DON’T HAVE TO.

I just can’t believe what they have escalated this into. Just WOW. The only motive I can surmise is that they don’t want me personally to stay at their hostel because of my mobility disability (which I let them know about, previously). I guess I would bring down the party atmosphere with my limping???

I hope they are proud of themselves since they successfully scammed a person with disabilities.

Just BEWARE. These are NOT good people.

Very disappointing service and no compassion when trying to cancel with them. All about the money so would not bother booking with them. No heart or care factor before you get there suggests unlikely to care about you when you are staying there.

It's a hostel, not a hotel - so what to expect....

All in all ok!!

But 4 € for a cup of tea is robbery. And the breakfast sailed in discustingly much fat.
The door to the dormitory had no damper, so it slammed loudly.

Hotel Generator Berlin Prenzlauer Berg April 2022
We had a very bad experience at the Generator.
The people in the reception tried their very best. But it seemed like there were way too many guests and very few employees to serve them. Everything was chaotic.
We arrived Monday the 4th of April 7, 2022, with 84 students. We had booked months in advance, still nothing was ready when we arrived at the hostel. We arrived at 17.30 and received our last rooms at 22.30.
There were not rooms for all students. We received 4-man rooms instead of 8-man rooms and had to rearrange our students in different sleeping groups. Many of our rooms were not cleaned at all, we were met by wet and dirty sheets and dirty bathrooms and floors. In many rooms we had to change the dirty sheets ourselves. Some of our rooms were already occupied by other guests, so when we entered with our key-cards other people or luggage were already in the room.
During the evening and night there were a lot of French students screaming, yelling, playing football and running in the hallways. The security guards tried to maintain order and, in the process, entered our room while we were undressed on our way in bed. When trying to talk to the man entering our room, he acted aggressive and rude. Many of our students also experienced employees entering their rooms uninvited.
One of our students in room no.723 was robbed from his wallet. He left the room while his wallet containing his money was inside the room. When he returned 40 Euros were missing.
Our student trip turned out to be three days of more stress, chaos, and general discomfort than anticipated.

I have previously enjoyed going to this place in weekends, and the staff is usually very friendly, but this evening we had the worst experience with a bartender that I have ever experienced. He was so rude and non-serviceminded that it is totally out of proportion.

I don’t have his name, but I have never seen him before and if I were the owner of The Generator I would be embarrassed to have someone like that to represent my company.

Every weekend I have been at the bar, all the shuffleboard have been available, for no charge, for everyone to use. This is the days when the place is so packed.

I went when a group of colleagues today, we were almost the only company there and we wondered why the shuffleboard equipment wasn’t at the tables, and went to the bar to get it. He then told us that it would be 7 euro per person PER HOUR.

As the only large group there, we all ordered food (which is kind of expensive compared to what it is) and still no service in regards to provide with just one set of shuffleboard equipment.

We tried explaining the in-logical way to run their business, that it doesn’t make sense to charge 7 euro per person per hour on the days when the place is almost empty, instead of making it available for free on these “slow” days (so people might wanna come back for the weekend), they should of course charge in the weekend when the place is packed and more people is wanting to play.

It ended up with the bartender saying “we will be fine without you as guests”, he didn’t wanted to serve us any more drink or change our coins so we could play games. so instead of showing some good customer service skills and doing some self-thinking (and give us for maybe 28€ of shuffleboard, after spending 200€ in total), they have now lost 10 good customers and maybe 300€ of revenue in the next coming visits from our company.

Dårlig senge, personale og elendige værelser