After two years of travelling this is the first place that we checked-out of early. Despite losing money it was worth not spending another night at Zebulo!! Don’t book the double room with private shower - you can do better!!!
Paid a total of $77usd for two nights in a dirty double room with a disgusting private bathroom. We arrived late, checked in and straight away were not happy. The bathroom was disgusting and it smelt bad! We were going to ask for another room but found out that this was the only private room they had, we were going to try to deal with it. In the morning the situation was worse, the stench was sickening and no hot shower.
The final straw was when I was told by the rude French woman working there that there were no hot water facilities in the bathrooms at the hostel. I told her that this was not mentioned on the booking.com website and I would never have booked here if I knew this was the case. Got a variety of excuses such as: it’s on the hostels website (despite telling her I booked it off booking.com) it’s 30 degrees you don’t need hot water (it rained the entire day, was cold and damp), booking.com has nowhere to list the fact it has no hot water (despite other hostels managing it) and my favourite excuse, only 5star hotels have hot water in Panama City. I told her it wasn’t good enough and she was going to come to the room to discuss the situation.
After waiting for a half hour, and getting no response, my boyfriend looked for her and outlined the fact that the combination of the filthy and stinky bathroom and having no hot water was not an option for us - we wanted to leave! We would pay for the night we stayed but wanted a refund for the second night as we were not going to be there due to the poor standards.
She told us that she would not give us a refund for the second night because: no one else had complained, it’s not fair because everyone else would just stay and not pay (despite us still paying for the night we had stayed and wanting to leave well before checkout time) and finally, she did not want to give us a refund for ONE NIGHT because she assumed we would write a bad review anyway.
She checked the bathroom and didn’t think it was that bad, apparently everything was old and stained, absolutely not the case, we showed her ourselves that the dirt could be scrubbed off.. the issue was, it wasn’t clean (please see attached pictures, it’s difficult to just choose four, however here are some of the best, also please note the aqua shower puff is not ours, just an added bonus). Her solution was she would spend half an hour cleaning the bathroom.
There was no chance of a refund, ultimately we gave up. Not wanting to waste the day we left to see the city.
After coming back to the hostel we found that our room and bathroom had not been cleaned despite booking.com stating that there is a daily maid service - the bed was not even made, but more importantly she said earlier that she would clean the bathroom as some kind of solution to try and make our stay slightly more comfortable. We felt dirty, we had enough, we wanted to leave.
We found other accommodation later that evening, (same price, clean, spacious, a pool, and plenty of hot water) came back to pick up our stuff and handed her back our keys, where she said thank you have a nice evening, obviously foregoing an apology.
The French woman had no empathy for her guests and failed to manage the situation - the worst example of customer services. All our concerns were denied and multiple (pathetic) excuses were made instead of solutions being provided.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.