Urban Hostel Palma - Albergue Juvenil - Youth Hostel

DO NOT STAY HERE – Completely Unacceptable Experience I’ve been traveling and staying in hostels around the world for over three years, and I’ve never experienced anything remotely close to the DISASTER that was Urban Hostel in Palma. This place is grossly understaffed and completely unprepared to handle even the most basic emergencies. My two friends and I booked three beds in a four-bed room for two nights. The first night was fine. The hostel uses a four-digit code to access the rooms, and ours worked on Saturday night and Sunday morning. But when we returned at 11:00 p.m. on Sunday night to go back to our room, the code suddenly stopped working. We tried several times, but the door wouldn’t open. We went down to reception for help—only to discover there was no one there. A sign said reception hours are 10:00 a.m.–2:00 p.m. and 4:00 p.m.–8:00 p.m., meaning the HOSTEL IS COMPLETELY UNSTAFFED DURING THE NIGHT. This is not okay. Desperate, we knocked on every door in the hostel trying to find someone who worked there. No luck. We then tried calling the number listed both on Google and in our confirmation email. Still no answer. While searching the hostel for any posted emergency contacts, we heard something surreal: THE PHONE WAS RINGING FROM INSIDE A LOCKED CLOSET. We could literally hear it through the door. Our passports, computers, medication, and all our personal belongings were locked inside the room, and we were starting to panic—especially since we had a 5:50 a.m. flight and needed to leave the hostel by 4:00 a.m. We even called the police for guidance, but they weren’t able to get in touch with the hostel staff either. After that, we tried a 24-hour locksmith. They responded quickly but said legally they couldn’t help us access the room without permission from someone who worked there. With no help in sight, we were forced to sleep on the couches in the common room. We missed our flight and had to purchase expensive last-minute replacements. All of this because a faulty door code locked us out and there was NO ONE TO HELP US. At 10:00 a.m., when reception reopened, the front desk staff refunded us for the night—an acknowledgment that this was their fault. But when we asked for reimbursement for the missed flights (which were entirely the hostel’s fault), he said there was nothing he could do. After a lot of pushing, he gave us an email for management. We sent a detailed email that same day attaching: Our original flight confirmation Video and photo evidence showing we were locked out and entering the correct code Receipts for our new flights To this day, we have received no response. Not even an acknowledgment of our email. This hostel is not safe. Any place that leaves guests with no way to get help for 14+ hours should NOT be allowed to operate. Please do yourself a favor and book somewhere else. The risk is simply not worth it.