FAQ & Terms
Frequently asked questions
Can I cancel or change my booking?
Yes, as long as you have chosen a refundable rate when you booked. If your rate is not refundable, your booking cannot be cancelled or amended.
What are the cancellation and refund conditions?
Cancellation and refund policies depend on the rate you choose. Please view the conditions when selecting the rate in the booking process.
Can I book if I don't have a credit card?
You do need a credit card in order to make your reservation.
Can I pay for my bed or room in cash?
If your rate is refundable, you’ll pay when you arrive at the hostel. If your rate is not refundable, the total amount of your stay will be charged when booking.
I haven't received any booking confirmation.
Don’t worry: call us at the hostel directly so we confirm your booking.
Do you accept long stays?
The maximum stay is between 10-14 nights, depend on the city you choose and subject to availability.
I'd like to book for a group.
We’ll be happy to welcome you in our Hostel. To make your booking, go to the group booking section on our website.
If I'm coming with friends, will you put us in the same room?
As long as you have booked the same kind of bed, we’ll do our best to accommodate all of your requests.
Can guests under 18 years old stay in the hostel?
Yes, as long as they stay in a private room with an adult.
When can I access my room?
Any time from 15:00. In Seville, check-time is at 13:00.
What time should I leave the room?
Checkout is at 11:00. If you leave later without prior arrangement, we might charge you extra. If you decide to extend your stay for one or more nights, please tell Reception before 11:00.
How much does it cost to leave the hostel after 11:00?
We ‘ve late check -outs service until 1.00pm. Check our prices in our website.
Are there specific times at which I can get in and out of the Hostel during my stay?
No, our Reception is open 24 hours a day. You’ll just have to show your ID at the desk.
Do you have a cloakroom for my luggage?
Yes, we do: you can leave your bags the day you arrive and the day you leave.
How long can I leave my luggage in the cloakroom after I left the room?
You can check out the conditions by either writing or calling directly the hostel you’ll be staying at. Contact with the hostel if you need more information about the cloakroom in the check out.
How do I get to the hostel from the airport? And from the train station?
Have a look at the website of the hostel you’ll be staying at and check out our directions.
Do I need a padlock?
Yes, we recommend you bring one when you visit us in order to close your locker. You can also buy one from the Reception.
Is there a hairdryer in the room?
Both private and female rooms are equipped with a hairdryer. If your booking doesn’t include it, you can borrow one from Reception leaving a €10 deposit.
Are there towels in all rooms?
All our private rooms come with towels. If you’re staying in a shared room, you can rent them at Reception with 2€.*
*You need contact with TOCHostel Granada/Sevilla/Málaga because this information could be change it.
Do you accept pets?
Sorry, we only accept guide dogs in private rooms.
Can I have parcels delivered at the Hostel and pick them up the day I arrive?
Yes, as long as you inform us in advance by email. Otherwise, we might send the parcel back.
Is there bed linen?
Of course, we provide you with all the necessary bedding. The private rooms include bed linen and towels. In shared rooms we give you the bed linen at check-in with a deposit of € 10. The use of sleeping bags or own sheets is prohibited.
Can I invite people over at the Hostel?
Everyone is welcome, but you may not go in your room with guests if you share it with other people. In this case, feel free to use the common areas.
Do you have laundry service?
Yes, you can check out the rates on the website of every Hostel.
Barcelona: Laundry service 8.5€
Madrid: Laundry service 8€
Seville: Laundry service 6.50€
Granada: Laundry service 6.50€
Malaga: Laundry service 6.50€
Can I buy a travel adaptation?
Yes indeed, we sell adaptors at all receptions. In Granada we use USB connectors in all private rooms & all individuals beds.
Do you hold events at the Hostels?
Yes, have a look at our events calendar on our social media.
Can I organise a party at your Hostel?
Yes, write directly to the Hostel you’re interested in and tell us what you have in mind.
Can I cook at your Hostel?
Yes, though it’s best you write directly to the Hostel in order to get information on the kitchen facilities.
Barcelona: toaster, kettle, microwave, fridge, ceramic hob.
Madrid: toaster, kettle, microwaves, oven, fridge.
Sevilla: toaster, kettle, oven, microwaves, fridge.
Granada: toaster, kettle, microwaves, oven, fridge, ceramic hob.
Malaga: toaster, kettle, microwaves with grill, fridge, coffee machine.
Do you serve lunch and dinner?
Can I buy food outside and eat it in your Hostel?
Yes, no problem, as long you don’t eat it in the room. We have a common area with tables and utensil.
Can I buy alcohol and drink it in your hostel?
Sorry but that’s not possible. All our Hostels offer a bar service.
What are the opening hours of the Bar?
Every city has its own schedule, check it out on the Hostel website.
Can people who are not staying at the Hostel come in?
Yes, we’ll be delighted to welcome them.
Terms
Check-in and check-out times
Check-in starts at 15:00 and check-out ends at 11:00. We have a cloakroom for your luggage.
Identification
You will need a passport or a European ID in order to do check in and to access your room at night time. Reception is open 24/7. Moreover, the Hostel reserves the right to identify any person inside the building.
Age restriction
Under 18’s must be staying with an adult. In case the adult is not one of the parents, a paternal consent with a signed copy of the parent’s ID will be required. They shall always be staying in a private room. Should this rule not be complied with, the Hostel has the obligation to refuse accommodation. In case they come with a group, minors will stay in rooms specifically allocated for them, accompanied with their guardians/teachers and having shown the required paternal consent documentation.
Booking payment
All refundable bookings will be paid on the day of arrival. All not refundable bookings will be paid when making the reservation. If your booking is for 14 people or more, the Hostel will send you a Debit Authorisation in order to charge the total amount of your stay.
Conduct in the Hostel
We request respect towards the other guests, the neighbours and the objects in the Hostel. Failure to adhere to this requirement may result in guests being asked to leave the building.
No smoking
Smoking is not permitted inside the building or on balconies.
No drugs
Drugs are illegal in Spain. If a guest uses drugs in any part of the building, (s)he will be asked to leave the premises. No refund whatsoever will be given.
Alcoholic beverages
No alcohol will be served to minors under 18. Alcohol is available at the bar and may only be consumed there.
Personal belongings
The Hostel is not responsible for the guests’ personal belongings.
Use of shared rooms
Every bed has its corresponding available locker to keep the luggage. The Hostel is not responsible for any lost, stolen or damaged personal item. We recommend you bring a padlock to close your locker. Please use your allocated bed and locker only.
