Sorry, this content is not currently available in the mobile view. Switch back to desktop view to access this page.

Your account and bookings

Man under big sky 

We want to help you with your account and booking queries so have divided our FAQs into sections:

Making a booking

Your account

Booking confirmation

Cancelling or changing an existing booking

 

 How do I make a booking?

Type your destination or hostel name and dates (optional) in the search box at the top of any page of the website and click the Search button. Then select the hostel of your choice from the search results provided by clicking on the name of the hostel or the View details button. Then select the product you wish to book from the product grid on the Prices tab, select the number and gender of guests you are booking for and click Select. Read the summary information to make sure you are booking the correct dates and number of nights then click Book now. You will be asked to log in to your account or create one before confirming your booking and paying the deposit.

Has this answered your question? If not, please either:


How do I find hostel information?

Type your destination or hostel name and dates (optional) in the search box at the top of any page of the website and click the Search button. Then select the hostel of your choice from the search results provided by clicking on the name of the hostel or the View details button this will take you to the Preview tab of the hostel page. You can also view the hostels on a map by clicking on Map view. The Preview tab is a summary of the hostel information, you can find details in the other tabs: Prices, Location, Facilities, Noticeboard and Reviews.

Has this answered your question? If not, please either:


What bed/room types can I book online?

Hostels will usually provide dormitory accommodation and this can either be in single sex (non-coed) or mixed sex (coed) rooms. The size of the dormitories varies from hostel to hostel and this information will usually be made available to you during the booking process. Private rooms are also available at many hostels and these will be displayed when you check the availability. If you are unable to book the bed/room type you require online, please contact the hostel directly for assistance using the contact details on the Location tab of the hostel page. 

Has this answered your question? If not, please either:


Do I need to book in advance?

We understand how important it is to be sure of your accommodation before you leave home and recommend advance booking during high season and in popular destinations.

Most hostels offer ‘same day’ bookings but if you are unsure of the exact dates you wish to travel and would like to enquire about the possibility to walk-in or book nearer the time, you can check with the hostel directly regarding their general availability.

Has this answered your question? If not, please either:


I’ve tried to book online, but no bed/room is available - what should I do?

Hostels do not always make all of their beds/rooms available to hihostels.com - they like to keep some for people who arrive on the day. If you cannot book online please contact the hostel directly using the contact details on the Location tab of the hostel page.

Has this answered your question? If not, please either:


I can’t find the hostel I want - what should I do?

Have you tried searching for different key words? You can search for a destination or a hostel name. If you still can’t find it then the hostel you are looking for is either not a member of HI or not bookable online. You can choose another hostel in that location or nearby if there is one or choose to stay in a different location. Get inspired!

Has this answered your question? If not, please either:


Can I make a last-minute booking?

Many hostels accept online bookings up to 24 hours before arrival date, some even up to 18.00 on the date of arrival. If you are unable to complete your booking online, please contact the hostel directly using the contact details on the Location tab of the hostel page.

Has this answered your question? If not, please either:


What is the maximum number of people for whom I can make a booking?

You can book for up to nine people using hihostels.com. For groups of 10 or more, you can visit the group dedicated website. 

Please note: multiple bookings by the same person to achieve a group number can be cancelled by the receiving hostel as outlined in our disclaimer.

Has this answered your question? If not, please either:


Is there a maximum number of nights that I can book?

Each hostel has a maximum length of stay and this varies from hostel to hostel. If your request exceeds the maximum length stay set by the hostel, this information will be specified in the booking process. If your desired stay exceeds the maximum permitted on hihostels.com please contact the hostel directly using the contact details on the hostel page. Please note: multiple bookings to achieve a longer stay are not permitted and can be refused by the receiving hostel.

Has this answered your question? If not, please either:


How can I find out the price before I make a booking? 

All the available room types and products for online booking for each hostel are on the Prices tab of the hostel page.

Has this answered your question? If not, please either:


Are the bed/room prices ‘Member Prices’?

Prices displayed on hihostels.com are usually member prices unless otherwise indicated above the product grid on the Prices tab of the hostel page. A membership card or eMembership is then required on arrival at the hostel to ensure the discounts are honoured, if you do not have a valid membership then you will be able to purchase one at the hostel or a surcharge will be payable.

You can purchase an eMembership with your booking on hihostels.com. Please check our Membership page for further details.

Has this answered your question? If not, please either:


What currency will my payment card be charged in?

For each booking, the payment currency will be either - euros, US dollars or British pounds depending on your selected local currency and that chosen by Hostelling International as the most appropriate of the three.

Has this answered your question? If not, please either:


What will I be charged when I make an online booking?

When completing a booking you will be charged 6% or more of the total cost of your booking and a booking fee of £1.50 GBP (or equivalent). Please note that deposits may vary between hostels and room types (See specific Terms & Conditions for relevant item(s) presented during the booking process for full details). The remaining booking cost must be paid in the local currency of the hostel upon arrival. (See Booking Terms & Conditions for full details https://www.hihostels.com/legal/terms-conditions). Please note that if your home currency is not the same as the currency that you are paying in, you may incur an additional bank charge for the transaction. Please contact your bank for further details.

Has this answered your question? If not, please either:


Can I book multiple hostel stays and only pay one booking fee?

Yes, this is possible as HI offers a unique multistage booking service whereby you only pay the booking fee once, no matter how many hostels you book   

Has this answered your question? If not, please either:


What types of payment card can I use on hihostels.com?

You can make bookings online using either a Visa or Mastercard credit card or a Visa Electron or Visa Delta debit card. 

Has this answered your question? If not, please either:


Why is my booking being declined?

A card can be declined for a number of reasons. Usually, this is due to insufficient funds or the payment card type not being accepted. If you continue to experience difficulties online, please try to make a booking by using one of our Booking Centres where you can pay in cash or by using an alternative card. 

Has this answered your question? If not, please either:


My booking was not completed, but I appear to have been charged

Please note that hihostels.com can only charge guests if a valid booking has been made. If you appear to have been charged and you did not complete a booking, it could be that your payment is pre authorised. This means that during the booking process your bank may hold the required funds for your reservation before the booking is confirmed. In the event that the booking is not successful, these funds will be released by your bank and refunded back to your account.

Has this answered your question? If not, please either:


How can I make a booking if I do not have a credit or debit card?

There are a choice of ways you can pay if you do not  have a credit or debit card:_

  • You can book in person at one of our Booking Centres where you can pay in various ways, including cash, cheque, debit or credit card. You will pay a 10% deposit at the booking centre and the 90% remaining balance on arrival.
  • Alternatively, if you do not have a credit/debit card, friends or family members can make a payment on your behalf.  However, permission from the cardholder must be obtained prior to booking. Please remember, that if you fail to turn up at the hostel and do not cancel before the specified cancellation time for your booking then the applicable cancellation fees may be charged to the payment card. See HI Booking Terms & Conditions www.hihostels.com/info/terms-conditions) and the specific Terms & Conditions that relate to your booking for full details.

 Has this answered your question? If not, please either:


Do I need to have the same name on the payment card as on the booking?

No, if someone has made a booking on your behalf, please ensure that the name of the customer is in the customer’s name box and the card holder’s name is entered in the card holder details section.

Has this answered your question? If not, please either:


How can I identify hihostels.com transactions on my payment card statement?

All deposits paid to hihostels.com will be identified as follows: “Welwyn Garden City www.hihostels.com”.

Has this answered your question? If not, please either:


How can I set up an account on hihostels.com?

During the booking process you will be asked to login or create a new account if you are a new customer. To create a new account you will be requested to enter your name and email address and to create a password. Please remember this password in order to login in the future.       

To create an account before you make a booking, please select the Login link in the top righthand side of the Home page then click Create an account.

Has this answered your question? If not, please either:


How can I log in to check/cancel my booking(s)?

In the top righthand side of the Home page, select Login. Please log in either using your email address and password or if your hihostels account is linked to your Facebook, Twitter or Google account then you can log in using the relevant tab.

Once logged in select Hi (your name) where the Login tab was previously and select Bookings in the dropdown list. Here you can check and cancel your current bookings and view any previous bookings.

Has this answered your question? If not, please either:


I’ve forgotten my password - what should I do?

If you have forgotten your password, simply click on the Forgot password? button and follow the on-screen prompts.

Has this answered your question? If not, please either:


Can I change my email address or other personal details?

In the top righthand side of the Home page, select Login. Please login either using your email address and password or if your hihostels account is linked to your Facebook, Twitter or Google account then you can log in using the relevant tab.

To change your email address, password, language or currency select Hi (your name) where the Login tab was previously and select Settings. Remember to save any changes you make.

To change all other personal details, select Hi (your name) where the Login tab was previously and select Profile. Please remember to save any changes you make.

Has this answered your question? If not, please either:


Can I close my account?

Your account is only active if you have current or forthcoming bookings. At all other times your account is dormant but cannot be closed.

Has this answered your question? If not, please either:


I did not receive a booking receipt via email - what should I do?

After you have made a booking online you should receive confirmation of this booking via email as well as receiving a 10 digit reference number starting with 2*********.  If you have made a valid booking online and have not yet received your confirmation email, please check your Junk folder. If you are unable to locate your confirmation email, it may be that you entered in the incorrect email address at the time of making your booking.  Please contact us directly if you feel that this may be the case.

Has this answered your question? If not, please either:


What confirmation do I need to take to the hostel?

Please print out your on-screen receipt or booking confirmation email and take it with you to the hostel. If you have signed up to receive the SMS booking confirmation, you can view your booking details on your phone and use this to check in.  If you are unable to print or access the email account to which it was sent, please login on our website and make a note of your unique booking reference number.

Has this answered your question? If not, please either:


How can I cancel my booking(s)?

You can cancel your booking by logging in to your account (find out how to do this here www.hihostels.com/stay-in-touch/faq-your-account-and-bookings) or by contacting the hostel directly using the contact details on the hostel’s page. Please remember, that if you fail to turn up at the hostel and do not cancel before the specified cancellation time for your booking then the applicable cancellation fees may be charged to the payment card - please see the Booking Terms and Conditions for full details. The booking fee is non-refundable. For deposit refund eligibility, refer to the Terms and Conditions received at the time of your booking.  If any cancellation charges apply, these will be charged to the payment card used to make the booking.

Has this answered your question? If not, please either:


If I cancel my booking, will I get a refund?

 The booking fee is non-refundable. For deposit refund eligibility, refer to the Terms & Conditions received at the time of your booking. 

 There is no booking fee on all new hostel reservations made throughout March 2015 for stays through 2015/2016. 

 

Has this answered your question? If not, please either:


Can I change an existing booking?

Unfortunately, changes to bookings cannot be made on this website. You should contact the hostel directly to enquire about the possibility of changing your booking using the contact details on the hostels webpage.  Any amendment is at the hostel’s discretion and is not guaranteed (see Booking Terms & Conditions for full details).

Has this answered your question? If not, please either: