Bookings and cancellations
Can I cancel or modify my booking? How can I do this?
Yes, you can cancel or modify your booking provided that you chose a refundable option when you made your booking. You can check this information on your booking confirmation. If you would like to cancel or modify your booking, get in touch with us via email at email@example.com. We can only modify or cancel reservations made through our website. In case you have made a reservation through a third party, you will have to contact the corresponding platform.
Can I make a booking if I don’t have a debit or credit card?
No, we’re sorry, but you need a credit card to be able to make a booking and with sufficient funds to be able to make a reservation.
Can I make a booking for another person using my credit card?
By internal policy, the credit card holder must match the person who will be staying. Please contact us at firstname.lastname@example.org so that we can ask you for the information we deem appropriate.
Do you accept cheques?
No, we’re sorry, but we don’t accept cheques.
Do I need to bring the card I used to make my booking with me?
No, you do not need to bring your booking card with you, but we will need a valid photo ID or passport when you arrive at the hostel. Please note that the card provided at the time of booking will be used to make the payment. The payment is made automatically through our system, at the time of booking or on the day of check-in, depending on the type of rate you have chosen.
I’ve made my booking, but I haven’t received a confirmation. What do I do now?
Don’t worry. The first thing to do is to check whether it has gone into your junk mail. If this isn’t the case, get in touch with our hostel, and tell us your first name and surname, so we can resend your booking confirmation.
How long can I stay at the hostel?
The maximum stay you can book is 15 days.
How can I make a group booking?
If you are a group of up to 20 people, you can make your reservation directly through our website. If you are more than 20 people, you can send your request to email@example.com, or fill in the group form on our website.
Can I be sure that I and all my friends or family members will be able to sleep in the same room?
We’ll do everything we can to ensure that you and your friends or family stay in the same room. In order to be sure that you’ll be able to share the same room, the best thing to do is book a private room. If you have any queries, get in touch with us and we’ll confirm this with you.
Can minors who are under 18 stay at the hostel?
Yes, they can stay at the hostel, but they have to be accompanied by an adult and they also have to stay in one of our private rooms. Minors are not allowed to stay in a shared dormitory.
Do you have any offers, promotions or discount codes?
We have different offers available throughout the year. Just have a look at the offers section on our website to get more information and to ensure you get the best rate for your booking.
In the case of shared dormitories, can you choose a bunk bed before you arrive?
You can add a comment regarding your preferred bunk bed when you make your booking and we will try to fulfill your request. However, we will not be able to confirm this until the day of arrival.
What types of rooms and dormitories are there?
We have private rooms (Double Twin and Family Rooms) and dormitories with 4 and 6 bunk beds. For single bed bookings you can choose between female dorms (4 and 6 beds) or mixed dorms (4 and 6 beds).
Do the prices you give on your website include taxes?
Yes, our prices include VAT.
Arrival and check-in
From what time can I use my room or bed? What time do I have to leave my room or bed?
You can check in for your room or bed from 15:00. If you arrive before that time, and your room or bed is already available, we can check you in without any problem.
You’ll have to leave your room or bed and check out before 11:00. If you do not check out before 11:00, the hostel may apply additional charges.
Can I leave my room later than 11:00?
If you are staying in an entire room for private use, there is the possibility, for an extra cost, of late check-out until 13:00 (subject to availability). It will depend on the occupancy we have in the hostel, so remember to request it when you check-in. If you have booked a bed, we need you to check out before 11:00 but you will be able to stroe your suitcase until your departure.
What do I do if I am going to arrive late to check in for my booking?
It’s not a problem, but please let us know if you’re going to arrive late, so we can hold your booking. If you don’t let us know, at 18:00 on the arrival date we’ll proceed to cancel your booking as a no show, charging you according to your booking restrictions and we can’t guarantee that there’ll be space if you arrive later.
Can I come and go as I please at night, no matter the time?
Of course, no problem. Our reception is open 24 hours a day.
Can I leave my luggage at the hostel before checking in or after checking out?
Yes, we have a luggage storage room so you can enjoy the city or the hostel activities without having to carry your luggage.
How long can I leave my luggage stored at the hostel?
You can use our luggage room during the days of your stay, from the day of arrival to the day of departure. This service cannot be used without a reservation.
How do I get to the hostel?
Go to the how to get here section on our website where you’ll find detailed information on how to get to our establishment. There we advise you of the best way to get here, depending on your preferred mode of transport
Are the rooms equipped with hairdryers?
Hairdryers are available only in the following private rooms: Double, Twin and Family. If you are staying in one of our dorms, you can request a hairdryer at the reception desk (subject to availability), for which you may be asked to pay a deposit.
Are there towels in the rooms?
All our Double, Twin and Family rooms are equipped with towels. Dorm do not have a towel included, but you can rent a hand or shower towel at the front desk in case you don’t bring yours.
Do I need a padlock?
If you are staying in a shared dormitory, we recommend that you bring a padlock so that you can lock your locker. But don’t worry, if you don’t bring one, you can buy one at the hostel reception.
Do you allow pets at your hostel?
We’re sorry, you can’t bring your pet to our hostel. We only allow access guide dogs in our private rooms.
What are the beds at the hostel like? How big are they?
All our beds measure 90x190cm.
Is bed linen included in the rooms and dormitories?
Yes, all beds are ready for use.
Will there be shower gel and shampoo in my room?
Yes, all private rooms and dorms have soap and shampoo in the bathroom. Other toiletries you may need for your stay can be purchased at reception.
Do the rooms and dormitories have fully-equipped bathrooms?
Yes, all our private rooms and shared dormitories have fully-equipped bathrooms.
What are the bathrooms at the hostel like?
All the bathrooms in our rooms and dormitories have showers, sinks and private WCs, without having to go out into the hallway.
Can I request for a package to be delivered to your hostel?
Yes, you can request for a package to be delivered to the hostel during your stay, but you’ll have to let our team at the reception know so that the package isn’t sent back. However, the hostel is not responsible for the loss or damage of any package received.
Does the hostel have Wi-Fi?
Yes, there’s free Wi-Fi in all of the hostel’s rooms, dormitories and communal areas.
Can I request a cot for a baby?
Yes, if you are staying in one of our double rooms and need a crib for your baby, please let us know before your arrival. Cribs are subject to availability, so we advise you to request one when making your reservation.
Can I bring guests who are not staying at the hostel?
All your friends and family are welcome at the hostel, but if you’re staying in a shared dormitory they won’t be able to access the dormitory. This is why our hostel has communal areas for socialising.
Is there a laundry room at the hostel? Can I wash my clothes?
The hostel does not have a laundry room, but we have an agreement with an external laundry. Drop off your clothes in a bag at reception, and they will be ready the next day. Check the prices at the front desk.
Where can I store my luggage in the shared dormitories?
The dormitories of the hostel have large individual drawers under the bunk beds. We advise you to bring a padlock to lock them, otherwise you can buy one at reception.
Does the hostel have parking?
No, the hostel does not have parking facilities.
Can I request a travel adapter at the hostel, so I can charge my gadgets?
Yes, travel adapters are available for purchase at the hostel reception.
Can I hire a space at the hostel to host a private event?
We currently do not have space to rent for private events.
Our internal policies
To be able to check in at the hostel, you’ll need a valid identification document: passport or European ID.
The hostel reserves the right to request identification from anyone inside the building.
People under the age of 18 have to be accompanied by an adult when staying at the hostel. They won’t be able to stay in a shared dormitory; they’ll only be able to stay in private rooms accompanied by a person who is older than 18. In the event that the adult accompanying them is not one of their parents, we’ll need to see a signed parental consent form as well as a copy of their ID. If this policy isn’t followed, the hostel won’t be able to accommodate the clients.
In the case of groups, minors will be placed in rooms booked exclusively by the group and always accompanied by their teachers or supervisors, who will have to bring signed parental authorisations with them.
Payment for bookings
Payment for non-refundable rate bookings will be made immediately at the time of booking. Payment for flexible rates will be made automatically on day of arrival at 12:00 (noon) to the card provided at the time of booking. In the event of a failed collection, the booking will not be considered guaranteed and may therefore be cancelled. For multi-bed/room or long stay bookings, the hostel may apply different conditions.
Eating is not allowed in the dormitories of the hostel.
Smoking is not allowed in the rooms or in the enclosed areas of the hostel.
The consumption of drugs is not permitted inside the hostel. If any person in the hostel consumes any drugs in any part of the hostel, he/she will be asked to leave the premises immediately, without any obligation on the part of the hostel to provide any refund.
Alcohol is not allowed inside the hostel.
Respect is required at all times for the other guests of the hostel, as well as responsible behaviour with the hostel’s objects. Guests must refrain from acting in a manner that could disturb anyone at any time. Should this not be the case, the hostel reserves the right to invite any guest to leave the hostel and to pay any additional costs or expenses immediately.
The customer shall be liable for any damage or loss caused in the hostel by him or by any of the guests. The hostel may hold the staying guests liable for any cost of repairing, cleaning or replacing goods that have been damaged, soiled or lost.
Animals are not allowed access to the hostel, except for guide dogs.
The hostel is not liable for the loss or theft of or damage to guests’ personal items. We recommend keeping your belongings stored in the lockers located in the rooms at all times, and using a padlock to secure them.
In shared dorms, you may only use the bed assigned to you on your arrival at the hostel, as well as the corresponding drawer. Otherwise, the hostel may charge the amount corresponding to the bed occupied inappropriately.
Check-in and check-out times
You can check-in for your room/bed from 15:00 onwards. In case your room/bed is available when you arrive at the hostel, you may check in, even if it is before 15:00. You must vacate your room/bed and check-out before 11.00 am. If you do not check-out before 11.00 a.m., the hostel may apply additional charges.