FAQs and Policies

FAQs and
Policies

Bookings and cancellations

Can I cancel or modify my booking? How can I do this?

Yes, you can cancel or change your booking, as long as you have chosen a flexible fare. You can check this information on your booking confirmation. If you want to cancel or modify your booking, please contact us by e-mail at info.medina@grouptch.com.

We can only modify or cancel bookings made through our website. If you have made a booking through a third party, you will need to contact the relevant platform.

Can I make a booking if I don’t have a debit or credit card?

No, sorry, but you must have a valid card (credit or debit) and sufficient funds 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. In special circumstances, we may consider accepting the booking by requesting additional documentation to verify the authenticity of the cardholder. Make the reservation indicating your personal details and your card and the guest’s details. Then contact us at info.medina@grouptch.com so that we can ask you for the information we consider 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 charge your booking. The charge is done automatically through our system, at the time of booking or at the end of the free cancellation period, 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?

No problem. First confirm that it is not in your junk mailbox. If not, please contact the hostel. By giving us your name and surname we will send you a confirmation of your booking.

How long can I stay at the hostel?

The maximum stay that can be booked 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 grupos.medina@grouptch.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?

If you have booked two or more beds, we will do our best to accommodate you and your friends or family in the same room, but we cannot guarantee this until the day of arrival. Please note that sometimes this is not possible. If you want to be sure that you will be sharing the same room, it is best to book an entire room for private use. If you have any questions, please contact us.

Can minors who are under 18 stay at the hostel?

We have different offers throughout the year. Just look on our website in the offers section for more information and to make sure you get the best rate for your booking.

Do you have any offers, promotions or discount codes?

We have different offers throughout the year. Just look on our website in the offers section for more information and to make sure 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 let us know your berth preference when you make your booking, and we will try to accommodate your request. However, we will not be able to confirm this until the day of arrival.

What types of rooms and dormitories are there?

At TCH Medina we have private rooms (Double, Superior, Family and Suite) and dorms with 4, 6 and 8 beds. For single bed bookings you can choose between female dorms (4, 6 and 8 beds) or mixed dorms (4, 6 and 8 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 14.00 hours. If you arrive before that time, and your room or bed is already available, we can check you in without any problem.

You will have to leave your room or bed and check out before 11.00 a.m. 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 hours (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 leave your luggage in the luggage room for free and continue enjoying our facilities until your departure time.

What do I do if I am going to arrive late to check in for my booking?

That’s OK, because our reception is open 24 hours a day. But we need you to let us know your arrival time so that we can keep your reservation. If you do not show up on the day of arrival, we will cancel your booking and charge you for it.

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. At check-in we will explain to you how our system of access to the hostel during the night works.

Can I leave my luggage at the hostel before checking in or after checking out?

Yes, we have a room where you can leave your luggage free of charge.

How long can I leave my luggage stored at the hostel?

You can leave your luggage in the luggage room free of charge during your stay and until midnight on the day of your departure. If you book an excursion with us to the desert (2 or 3 days), you can also leave your luggage at the hostel until your return.

Do you have accessible rooms?

Unfortunately we do not have accessible rooms in our accommodation.

How do I get to the hostel?

Go to our website where we give you detailed information on how to get to our establishment. We will advise you on the best way to get there depending on the means of transport you want to use.

Services

Are the rooms equipped with hairdryers?

You can request a hairdryer at reception (subject to availability), for which you may be asked to pay a deposit.

Are there towels in the rooms?

All our private rooms are equipped with towels. Dorm rooms do not have towels included, but you can rent one for Dh25 if you don’t bring your own towel.

Do I need a padlock?

If you are staying in a shared dorm, we recommend that you bring a padlock so you can lock your locker. But don’t worry, if you don’t bring one, you can buy or rent 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?

We have private rooms with double beds of 150×190 cm and single beds of 90×190 cm. In our shared dorms the beds are single bunk beds with 90×190 cm mattresses. Please take a look at the specifications of our rooms and beds on our website before booking.

Is bed linen included in the rooms and dormitories?

Yes, all beds are ready for use by our clients.

Will there be shower gel and shampoo in my room?

No, only the private rooms are equipped with gel and shampoo. 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 rooms and dormitories have en-suite 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 hostel’s reception know so that the package isn’t sent back to the shipper. However, in this case, the hostel accepts no liability for loss of or damage to 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?

We currently do not have baby cots or extra beds.

Can I bring guests who are not staying at the hostel?

For security and legislative reasons, only guests staying at our establishment may use the common areas.

Is there a laundry room at the hostel? Can I wash my clothes?

Yes, there is a self-service laundry at the hostel with washing machine and dryer. You will need to buy tokens at reception.

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 or rent one at the reception.

Does the hostel have parking?

No, there is no car park. The nearest car parks are at Riad Larousse and Bab Kechich.

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.

Are any activities held at the hostel?

There are currently no activities available at the accommodation.

Our internal policies

Identification

In order to check in at the hostel, you will be required to show a valid (valid) identification document, which can be a passport or European ID. The hostel reserves the right to ask for identification from any person inside the building.

Minors

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 is cannot accommodate said customers.

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 at the end of the free cancellation period at 14:00 to the card provided at the time of booking. In the event that the collection fails, 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.

Food

Food is not permitted in the hostel’s rooms or dormitories.

Smoking

Smoking is not permitted in the hostel’s enclosed spaces.

Drugs

Drug use is illegal in Morocco. Drug use is not permitted inside the hostel.  If any person in the hostel consumes drugs anywhere in the hostel, he/she will be asked to leave the premises immediately, without any obligation on the part of the hostel to refund.

Alcohol

Alcohol will not be served to persons under 18 years of age. Alcohol may only be consumed in the hostel bar and restaurant. Alcohol may not be consumed in the rooms.

Behaviour

Respect for other customers and for the hostel’s neighbours is required at all times, as well as behaviour which respects all hostel property. Guests must refrain from behaving in a way that disturbs anyone at all times. If this isn’t the case, the hostel reserves the right to ask any guests, whether they’re staying at the hostel or not, to leave and to pay all fees and any additional costs immediately.

Customers will be liable for any damages or losses incurred at the hostel by them or by any of their guests. The hostel will hold guests staying at the hostel liable for the cost of any repairs, cleaning or replacement of goods that have been damaged, sullied or lost.

Animals

Animals are not allowed access to the hostel, except for guide dogs.

Personal items

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.

Shared rooms

In shared rooms, you may only use the bed assigned to you on your arrival at the hostel, as well as the corresponding locker. 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 14.00 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 check out of your room/bed and check in before 11.00 a.m. If you do not check-out before 11.00 a.m., the hostel may apply additional charges.

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