Dear Nnenna Thank you for your comment to which we would like to respond as follows: We understand that you are upset about not being refunded. But you chose to make a non-refundable reservation yourself in June 2020. Non-refundable rates are lower than the normal rates and in case of a cancellation there is no payback. In addition, travelling restrictions were already well known in June, regarding the pandemic. So it was foreseeable that you might not be able to travel in September this year. The total amount for your nine days stay was less than USD 400. Your accusations that we are racists and thieves are completely unfounded. The Youth Hostels are an international association with hostels in more than 80 countries. Everybody is welcome in our hostels, regardless of race or age. As you booked online, we have never seen you, nor did we talk to you. And we are no thieves as the conditions of a non-refundable booking are clearly written on the website and you have to confirm it before you can complete your booking. Maybe you underestimated the situation and of course we would have liked to welcome you in the Zug Youth Hostel. Unfortunately the situation is very unpleasant for all of us and we truly hope to welcome you one day to our hostel and convince you of our hospitality. Kind regards, Barbara (guest service, Swiss Youth Hostels)