FAQs and Policies

FAQs and

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 info.ribeira@grouptch.com.

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.

Can I make a booking for another person using my credit card?

Yes, of course. Make the booking, specifying your own personal details and card details, then get in touch with us to change the booking name at: info.ribeira@grouptch.com.

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 don’t need to bring the card you used to make your booking with you, but we’ll need to see a valid photo ID on your arrival at the hostel.

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 at: info.ribeira@grouptch.com, 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. If this isn’t enough time for you, get in touch with us at: info.ribeira@grouptch.com, so we can discuss this with you directly.

How can I make a group booking?

If you’re in a group of up to 20 people, you can make your booking directly through our website. If you’re in a group of more than 20 people, get in touch with us using our email address: grupos.ribeira@grouptch.com.

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 at: info.ribeira@grouptch.com 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.

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’ll try to assign you the bed you have chosen.

What types of rooms and dormitories are there?

At TCH, we have private rooms and shared dormitories containing 2, 6, 8, 12 and 14 beds. If you would like to book a bed in a shared dormitory, you can choose whether you want to do so in a dormitory which is just for women or mixed.

What does the premium room include?

It’s like flying first class – more space, so you’re more comfortable, wider mattresses, more spacious bathrooms, more space for you and your friends and the premium rooms for 8 people have 2 showers.

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. You’ll have to leave your room or bed and check out before 11:00.

Can I leave my room later than 11:00?

If you’re staying in a private room, you have the option of booking late check-out until 15:00 (subject to availability) for an additional fee (unless included in special promotions). This will depend on the occupancy rate we have at the hostel, so remember to request this when you check in. If you’re staying in a bed in a shared dormitory, you’ll be able to hire one of our lockers located in the communal areas where you can store your belongings until you have to leave.

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. You can arrive at our hostel at any time of the day, because our reception stays open 24 hours a day, every day of the week. We’ll just ask you to show us your ID on your arrival.

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

Yes, we have lockers of different sizes which you’ll be able to hire for a small fee, so that you can enjoy the city or the hostel’s activities without having to carry your luggage with you.

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

You’ll be able to rent our lockers for a maximum of 7 days.

Do you have accessible rooms?

Yes, our hostel has 2 completely accessible rooms. If you have any special needs or require any type of assistance, get in touch with the hostel to let us know.

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?

There are hairdryers in the following types of private room. For the rest of the rooms and dormitories, you can request these at reception (subject to availability). You’ll just have to leave a deposit.

Are there towels in the rooms?

Our double and twin rooms all come with towels. They don’t come with the other private rooms and dormitories, but you can hire them for a fee of €2.50.

Do I need a padlock?

Yes, we recommend that you bring a padlock to be able to lock your locker. However, don’t worry if you forget to bring one, you’ll be able to buy one from 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 measuring 1.5m x 2m and single beds measuring 0.9m x 2m. In our shared dormitories, the beds are individual bunk beds with mattresses measuring 0.9m x 2m. However, we also have premium rooms with wider beds that come with mattresses measuring 1.2m x 2m. Take a look at our website to see the specifications of our rooms and our beds before making your booking.

Is bed linen included in the rooms and dormitories?

Yes, you’ll find all the bed linen you need in your room.

Will there be shower gel and shampoo in my room?

Yes, there are soap dispensers in all of the bathrooms. If you’re staying in a Double room, you’ll also find shampoo and shower gel as part of your personal care items. You’ll be able to buy all the personal hygiene items you need during your stay from our 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 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?

Yes, if you’re staying in one of our private rooms and you need a cot for your baby, request it from reception and the hostel will provide it for you. Cots are subject to availability, so we recommend that you request one when you make your booking.

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.

Where can I store my luggage in the shared dormitories?

There are wide individual drawer units under the bunk beds. We recommend that you bring a padlock to be able to lock these. If you forget, you’ll be able to buy one at reception.

The dimensions of the drawer units under the bunk beds are 65 x 60 x 40.

The hostel also operates a rental service for the lockers located outside the dormitories in which large luggage can be stored.

Does the hostel have parking?

The hostel does not provide private parking but we do have a parking that’s located right next to the hostel where you can park your car. The closest thing is Saba Ribeira and you can book directly with them at www.saba.pt if you wish to park in the street.

Can I request a travel adapter at the hostel, so I can charge my gadgets?

Yes, we have travel adapters that you can rent from the hostel’s reception.

Are any activities held at the hostel?

Yes, there’s always something going on at our hostel. Check our calendar of activities on the Citynizers website or on all our social media. If you subscribe to our newsletter, you’ll receive information and be kept up to date on all the activities that take place at our hostel.

Who are the events held at the hostel for?

The activities that take place at our hostel are for everyone. You don’t need to be staying with us. Everyone is welcome. The most important thing is that you have fun with us.

Are the activities held at the hostel free?

Some of the activities are free; a fee applies for others. Check our calendar of activities to find out the payment details and whether you need to book to have access to these agenda activities.

Can I hire a space at the hostel to host a private event?

Yes, of course. Have a look at the spaces we have for hosting events in the Spaces section on our website and get in touch with us by sending an email to info.ribeira@grouptch.com so we can help you get it organised.

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 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 bookings in the form of a non-refundable deposit will be taken as soon as the booking is made. Payment of refundable fees will be taken on the date of arrival at the hostel. In the event that your booking is for 10 or more beds, the hostel will send you a payment authorisation form to take full payment of the cost of your stay.


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


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


Drug consumption is illegal in Portugal. Drug consumption is not permitted within the hostel. If anyone at the hostel consumes any drugs anywhere in the hostel, they will be asked to leave the establishment immediately without any obligation on the hostel’s part to provide any type of refund.


Alcohol is not served to people under the age of 18. You may only consume alcohol in the hostel’s bar and restaurant.


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 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’ll only be able to use the bed that has been assigned to you by the hostel and its corresponding locker.

Check-in and check-out times

You can check in for your room/bed from 15:00. You’ll have to leave your room/bed and check out before 11:00.

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