I booked to stay 5 nights in Jacaranda Hostel Valparaiso, Chile and £269.38 was taken out of my MasterCard account. When I got to the hostel the owner said he had no knowledge of booking, He said the hostel had been closed for a while and that he had not accepted bookings for the hostel for a while. If what the owner says is true then I am complaining that Hostelworld are advertising hostels and accepting money for accommodation which is not available, I am also complaining about the fact that customers have no easy right of redress to get their money back that is owed to them. There is plenty of information about the responsibility of the customer but none about the rights of the customer to have their money reimbursed when no service or facilites have been provided.