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Frequently Asked Questions

ABOUT MY BOOKING

HOW TO CANCEL MY RESERVATION?


To cancel your reservation please forward your request in writing in the form of an email to the hostel you have your reservations with, the recption team will then begin the process. Please be aware that there may be cancellation charge depending on your rate plan.




CAN I MODIFY MY RESERVATION?


You can modify your reservations by forwarding a request in writing to the hostel you have you reservation with. Changes to confirmed reservations (e.g. changes in dates or changes in number of guests or nights) are subject to availability of a suitable alternative and are subject to any additional costs incurred in making the changes to accommodate your request




DO I NEED A BANK CARD TO MAKE A RESERVATION?


All reservations require a valid debit/credit card to be confirmed by the hostel. The only alternative is to come to the hostel and make the booking at the recption, where you can pay by cash or card.




CAN I PAY AT THE HOSTEL IN CASH?


If you have booked using our flexible Smart Rate, a 10% deposit will be charged using the card you made the bookings with. The remaining balance will be charged on arrival and can be made with cash or card.




MY CONFIRMATION NEVER CAME, WHAT SHOULD I DO?


If you have made a reservation but never recieved an email confirmation, please check your spam/junk email folder. If you still have not recieved you confirmation, please contact the hostel you have booked with via email and the front desk staff will help with your enquiry.




WHAT IS THE LONGEST I CAN STAY AT THE HOSTEL?


We limit reservations to maximum of 14 nights




HOW TO BOOK FOR A GROUP?


If you are 10 guests or more please use the groups tab at the top of the screen to make an enquiry.




CAN ALL MY FRIENDS BE IN THE SAME ROOM?


As a hostel we cannot guarantee that all guest in 1 booking will be allocated in the same room however, we always try to make guests stay the most comfortable which includes always keeping bookings together unless there are no alternatives. If you would like to check if you have been allocated together please contact your hostels front desk by email and they will be able to update you.




HOW DO I CONTACT MY HOSTEL?


If you need to conatct your hostel, please forward them an email, you can find their email addresses on the the individual hostel pages, just click "Our Hostels".





ARRIVING/DEPARTING

WHEN CAN I CHECK IN/CHECK OUT?


Rooms/Dorms are available from 14:00 on the day of arrival; however, if arriving earlier you are welcome to drop of luggage in the morning at the hostel. Check-out is before 10:00am on the day of departure




WHATS THE LASTEST I CAN ARRIVE?


All our hostesl have 24 hour recptions so check-in can be peformed any time after 13:00 even after midnight. if you are arrriving after 4am the next day please forward an email to the front desk of your hostel to inform them. If you do not inform us your booking will be classed as a No-show; please see our terms and conditions for more information.




IF I ARRIVE EARLY CAN I DROP OF MY LUGGAGE?


Yes, if you arrive early we will keep your bags so you are free to enjoy your day and check-in at a later time, this service is free.




WHEN I LEAVE, CAN I LEAVE MY LUGGAGE ?


Yes, all our hostels provide luggage storage after departure up until midnight of the day of departure. This service cost betweens £3.00 to £4.00 per item.




CAN I ACCESS THE HOSTEL AT NIGHT?


As our receptions are 24 hours, guests can come and go at any time but please be as quiet as possible in the late/early hours as our other guests will be resting.




CAN I PAY TO GET A LATE CHECK-OUT?


Yes we have a late check-out service that costs £4.00 per guest, which will allow guest to check-out at 1pm rather than 10am.





FOOD AND DRINK

AT WHAT TIME IS BREAKFAST?


Breakfast is served from 7:30am to 10.00 am.




WHAT IS INCLUDED IN THE BREAKFAST?


The breakfast include tea, coffee, juice, a choice of cereals, toast and spread (jam, nutella etc).




DO YOU HAVE A LUNCH/DINNER SERVICE?


Smart Hostels are not currently offering a half/full board service.




DO YOU HAVE A KITCHEN OPEN FOR GUESTS USE?


Smart Russell Square, Smart Camden Inn, Smart Hyde Park Inn all have a comunal kitchen fully equiped for our guests use. Smart Hyde Park View lacks a full kitchen but does a have a shared fridge, microwave and kettle to help prepare food.




DO YOU HAVE A BAR?


Our Smart Hyde Park View has a small Bar open to our guests and outside patrons The opening times for the bar are as follows: Monday to Saturday - 10:00am to 11:30pm Sundays -12:00am to 11:30pm





MISCELLANEOUS

WHAT THE AGE POLICY OF THE HOSTEL?


Children aged 12 or below must be accompanied by an adult always and booked into private rooms only. Children ages 13 – 16 must be accompanied by adults but can booked into shared dorms. Guests aged 17 or above can stay in the shared rooms unaccompanied.




HOW DO I APPLY TO WORK AT SMART HOSTELS?


Please forward you CV and contact details to customercare@smarthostels.com which will then be forwarded to our HR department for consideration.




DOES SMART HOSTELS OFFER ACCOMODATION FOR WORK OR INTERNSHIP PROGRAM?


Smart Hostels currently does not have a internship program but we open to requests for accomodation for work arrangment, please send you CV to customercare@smarthostels.com.





SERVICES

DO I NEED A TRAVEL ADAPTER TO USE THE OUTLETS AT THE HOSTEL?


All Smart Hostels use the standard 3 Pin UK plug, which you will need an adapter for. Adapter are available to purchase for £4.50 at all our receptions




ARE LOCKERS AVAILABLE AT THE HOSTELS?


Our rooms are equipped with lockers that fit standard carry-on luggage which use a programmed keycard and can be rented for £1.00 per night. We also have smaller lockers available for £0.50 per night at our reception which are designed for small valuables and electronics which has a socket present if you wish to charge your devices in a secure location.




ARE THERE HAIR DRYERS AT THE HOSTEL THAT I CAN USE?


Yes, most of our communal washrooms are equiped hairdryers and guest can also borrow dryersfrom our recptions. Please be aware that there are no charges but you will need a deposit which is returned to you when you return the item.




IS BEDDING INCLUDED IN MY BOOKING?


Yes, all bookings come with bedding and linen; linen is recieved when checking-in, when checking-out you will be asked to return the linen to the reception.




ARE TOWELS PROVIDED IN THE ROOMS?


No, towels are not included in your booking, towels can be either rented at a cost of £2.50 each or purchased at a cost of £5.00 each.




DO YOU ALLOW PETS/GUIDE ANIMALS?


We do not accept animals in the shared dorms under any circumstance We do accpet guide/helper animals when guests book a private room, will will request proof of the animals training.




DO YOU HAVE ANY LAUNDRY SERVICES?


Yes, each of our hostels have coin operated washing/drying machines and tokens are purchased at the reception.





© 2020 by Smart Space UK ltd.

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