Rating Guidelines

  • Customer Reviews

    YHA believes that you  should be given a true picture of what other guests have to say about our hostels. That’s why when you make a booking on yha.com.au, you will be invited by email to rate your hostel stay upon checkout. These ratings are then published, unedited, whether you give the hostel a good or bad review. Average ratings are calculated based on the last 50 customer submissions.

    We review these ratings daily, and publish any comments, images and tips provided. However, there are a few instances where we will not publish the comments online: 

    Inappropriate or offensive comments 

    Any inappropriate and/or offensive comments won’t be published.  

    Inappropriate or offensive comments include, but are not limited to, personal harassment or discrediting of YHA staff, hate speech, sexually explicit language or swearing. 

    Unsubstantiated or incorrect claims 

    Hostels will have the right to have negative comments removed if they can prove that claims are unsubstantiated or incorrect. YHA Australia will investigate the claim prior to publishing online. Examples where we have not published a comment for this reason are mostly due to guests mixing up different hostels they had booked. 

    Comments including staff names 

    Reviews that feature full staff names will not be published, whether in relation to a positive or negative comment. First names of staff will be published in positive comments only. 

    If a negative comment is made, all reference to a particular staff member will be removed. 

    Changed circumstances in hostels 

    If there have been any major changes such as hostel renovations,  new management/owners, and we believe the previous ratings are  no longer relevant, YHA  will remove all  submissions  and the rating calculations will commence from zero. 

    Please note: YHA Australia will not enter into correspondence with the reviewer whether a comment is suitable or not.

    You will be invited to rate your stay at both YHA hostels and Explore properties. However, explore properties are not part of the YHA hostel network and therefore the standard and style of accommodation may vary from that of YHA hostels.