FAQ's - Questions about my HostelsClub.com booking

I have lost or not received my confirmation email, what can I do?

You will need to access your My Club account through our homepage to view and print the details of your reservation.

If you do not have your password, which is provided on your first confirmation email, please use the 'Forgot your password?' link under the My Club tab on our homepage.

If you do not receive the password email, this may be due to a number of reasons;

- some email servers/firewalls may block your confirmation email.

- your anti-spam software has disallowed our mail to pass.

- you have provided an incorrect email address.

You will need to add the domain hostelsclub.com to the white list of your anti-spam software and request the password again.

If your confirmation is not present in your account and you believe you have made a booking please contact us at info@hostelsclub.com before making another booking online.

Remember, when making numerous bookings to always use the password we issue you in your first confirmation so that all your reservations can be viewed within one My Club account and count towards the Specials!

How do I cancel a booking?

There are two ways to cancel your reservation. One way is through your email confirmation message where you can click on the link to cancel (which may ask for a password in which case you can enter the one provided in the email message or your My Club password).

The second way to cancel a reservation with us is to please log into your 'My Club' area using your email and password. If you have forgotten or misplaced your user details, you may enter your email address into the “Forgot your password” link and the details will be emailed to you automatically.

From inside your My Club area you have the opportunity to cancel the complete reservation and an automated email will be sent to you and the establishment. Some advice: It is best if you also contact the establishment directly after you have cancelled online to confirm they have received the cancellation.

All cancellations must be carried out 24 hours before the arrival date unless stated otherwise by the establishment. Please note that this period starts 24 hours before the DATE of your arrival NOT YOUR ESTIMATED ARRIVAL TIME. In some cases, given different time zones, this could be up to 48 hours before your arrival date.
Cancellations must be made via the users My Club account or directly with the establishment, Mo.Lo.Ra. SRL - Hostelsclub.com cannot cancel a users confirmed booking.
In the event of a no-show OR a late cancellation the establishment has the right to charge the first night’s accommodation unless stated otherwise by the establishment.

Most establishments will charge you a cancellation fee equal to the cost of the first night’s accommodation for a No Show or a late cancellation within less than 24 hours of the arrival date. However, each establishment has their own cancellation policy. Please contact them in the case of a cancellation to verify their terms or check the microsite.

Under the terms and conditions of HostelsClub.com the deposit and booking fee remains non-refundable.

Please consider that in the event of a partial cancellation the 10% deposit regarding the cancelled beds won’t be refunded or deducted from the new total.

What happens if I don’t show up and haven't contacted the establishment?

In the case of a No Show, the establishment will make a charge on the credit card provided. This is generally the first nights stay, but it is dependant on the policy of the establishment which is viewable in the establishment’s microsite.
Under the terms and conditions of HostelsClub.com the deposit remains non-refundable.

How do I change a booking?

To change any of your booking details you must contact the establishment directly, HostelsClub.com can not do this for you as your booking has already been confirmed online. HostelsClub.com is not responsible for any extra charges incurred due to the changes made to your confirmed booking. The contact details of the establishment are included in your confirmation. Do not cancel your booking in the 'My Club' area as this will cancel the whole reservation.

Please consider that in the event of a partial cancellation the 10% deposit regarding the cancelled beds won’t be refunded or deducted from the new total.

I stayed at a hostel booked through HostelsClub.com and I have a complaint?

The hostels on HostelsClub.com are all separate enterprises and we do not own them or manage them, we simply provide them with the facility to accept online reservations, so we do advise that you direct your complaint to the establishment in question during your stay. However we do take all complaints seriously, and will monitor them, and forward them in turn to the establishment.