Question 1

HOW TO CANCEL MY RESERVATION?

Accepted Answer

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.

Question 2

CAN I MODIFY MY RESERVATION?

Accepted Answer

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

Question 3

CAN I PAY AT THE HOSTEL IN CASH?

Accepted Answer

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.

Question 4

DO I NEED A BANK CARD TO MAKE A RESERVATION?

Accepted Answer

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.

Question 5

IS THERE AN AGE RESTRICTION ?

Accepted Answer

Guests between 16 and 45 years of age are free to place bookings in our shared dormitories. Guests aged 15 or younger and above 45 years of age are unable to use the shared dorms and must book in a private dorm or room.

Question 6

MY CONFIRMATION NEVER CAME, WHAT SHOULD I DO?

Accepted Answer

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.

Question 7

WHAT IS THE LONGEST I CAN STAY AT THE HOSTEL?

Accepted Answer

We limit reservations to maximum of 14 nights

Question 8

HOW TO BOOK FOR A GROUP?

Accepted Answer

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

Question 9

CAN ALL MY FRIENDS BE IN THE SAME ROOM?

Accepted Answer

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.

Question 10

HOW DO I CONTACT MY HOSTEL?

Accepted Answer

If you need to conatct your hostel, please forward them an email, you can find their email addresses on the Contacts page.

Question 11

WHEN CAN I CHECK IN/CHECK OUT?

Accepted Answer

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

Question 12

WHATS THE LASTEST I CAN ARRIVE?

Accepted Answer

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.

Question 13

WHHAT DO I NEED FOR THE CHECK-IN ?

Accepted Answer

When you arrive, we will ask for a real proof of identity (ID/ Passeport/ Driver License/....). No picture accepted.

Question 14

IF I ARRIVE EARLY CAN I DROP OF MY LUGGAGE?

Accepted Answer

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.

Question 15

WHEN I LEAVE, CAN I LEAVE MY LUGGAGE ?"

Accepted Answer

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.

Question 16

CAN I ACCESS THE HOSTEL AT NIGHT?

Accepted Answer

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.

Question 17

CAN I PAY TO GET A LATE CHECK-OUT?

Accepted Answer

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.

Question 18

AT WHAT TIME IS BREAKFAST?

Accepted Answer

Smart Hyde Park Inn  : 7:30am to 10.00 am Smart Hyde Park View : 7:30am to 10.00 am Smart Russell Square : 7:30am to 10.00 am Smart Camden Inn : 7:30am to 10.00 am

Question 19

WHAT IS INCLUDED IN THE BREAKFAST?

Accepted Answer

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

Question 20

DO YOU HAVE A LUNCH/DINNER SERVICE?

Accepted Answer

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

Question 21

DO YOU HAVE A KITCHEN OPEN FOR GUESTS USE?

Accepted Answer

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.

Question 22

DO YOU HAVE A BAR?

Accepted Answer

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

Question 23

IS BEDDING INCLUDED IN MY BOOKING?

Accepted Answer

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.

Question 24

ARE TOWELS PROVIDED IN THE ROOMS?

Accepted Answer

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.

Question 25

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

Accepted Answer

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

Question 26

DO I HAVE SOMEWHERE SAFE TO KEEP MY STUFF?

Accepted Answer

In each Smart Hostels we offer a free locker in every room. That fit standard carry-on luggage.    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.  Padlock: £4.5 at the recepection  More space? we also provide a locker room

Question 27

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

Accepted Answer

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.

Question 28

DO YOU ALLOW PETS/GUIDE ANIMALS?

Accepted Answer

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.

Question 29

DO YOU HAVE ANY LAUNDRY SERVICES?

Accepted Answer

Yes, each of our hostels have coin operated washing/drying machines and tokens are purchased at the reception. (Except for Camden Inn)

Question 30

WHAT DOES MY BED LOOK LIKE?

Accepted Answer

As you can see from the pictures, we offer bunk beds with 2 or 3 beds.  The length of the bed is about 180cm. All our beds have curtains and a plug.

Question 31

WHAT THE AGE POLICY OF THE HOSTEL?

Accepted Answer

Guests aged 16 or over are free to book and stay in our shared accomdation.    Guests 15 or under must book in a privater dorm or room.

Question 32

HOW DO I APPLY TO WORK AT SMART HOSTELS?

Accepted Answer

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

Question 33

DOES SMART HOSTELS OFFER ACCOMODATION FOR WORK OR INTERNSHIP PROGRAM?

Accepted Answer

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.

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