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To think that the YHA has let us down badly

1 reply

AllDirections · 28/03/2013 10:06

A large group of us, all single parent families, booked to stay at York YHA this weekend. It's been closed for months due to refurbishment so due to open tomorrow. We got a call on Mon/Tues to say that although the hostel would be open some of the communal areas wouldn't be ready, namely the bar and restuarant. I then spoke to the hostel directly and they said that they expected all areas to be open. Yesterday I got a phone call to say that the work isn't finished and they're not going to open at all Shock That's less than 48 hours notice.

Some of our group didn't get their phone call till this morning and one person is already packed up ready to set off today due to the distance. People were coming from all over the country. The YHA can't offer alternative beds in other hostels and won't help us to find other accomodation. They just keep saying they're deeply apologetic, which isn't helping us to find accomodation for 60-70 people! I know these things happen but their attitude is appalling. Some parents have had to arrange to have their child for the weekend, some have paid for kennels and lots of people have booked and paid for the attractions in York. We've been saving for this for months, we all work hard and we were looking forward to seeing our friends and having some quality time with our children.

HelenMumsnet · 28/03/2013 15:56

Afternoon.

The folks at the YHA have seen this thread and have asked us to post up the following statement on their behalf:

"We apologise for the disruption and disappointment we have caused to those people planning to travel to York this weekend. Despite our best efforts, the last few critical days of our £2million refurbishment have not gone to plan with the unprecedented weather we have had this week.

"Since this morning, difficulties with the fire alarm system at YHA York have forced us to close the site to all guests. At the final stage of commissioning the fire alarm we have discovered a fault and we have decided to close the hostel until Friday next week at the earliest.

"Customer safety is the first priority for YHA and we do not compromise on issues if there is any risk to our guests.

"We appreciate the impact on all of our guests this weekend and are trying everything we can to lessen this.

"YHA has a phone number for anyone affected to call 01629 592700 and our contact centre will be specially opened tomorrow.

"We will make full refunds for any accommodation booked with us, and do everything possible to make full amends for any additional costs incurred, such as travel or attractions that cannot be recovered. We will do this as quickly as possible.

"We have been trying to find alternative accommodation in or close to York. As you can imagine over a bank holiday weekend this has been difficult. If an alternative hostel anywhere within our network may be suitable for any of our guests we will be happy to welcome them there if rooms are available. Please contact us on 01629 592700 if this may be an option.

"Once again our sincere apologies for the distress caused. We do hope that we can welcome any of our guests affected into YHA York or any of our other hostels soon. If anyone booked this weekend has not yet been in touch with our team, please dont hesitate to call us on 01629 592700."

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