Question 1

how do i make a direct booking?

Accepted Answer

You will need to contact the hostel in which you wish to stay directly, they can confirm availability and take your holding deposit of one weeks rent which can be paid using your card over the phone. We currently accept Mastercard, Visa and UnionPay.

Question 2

how long will i be able to stay with you for?

Accepted Answer

We have a maximum stay of 4 years.

Question 3

how much do i have to pay?

Accepted Answer

If you are staying over 14 nights with us, then you will be paying a weekly rent (for prices see each site’s page). To secure your booking you will need to pay a holding deposit of one weeks rent. Upon arrival, you will be required to pay a licence deposit of £200 (£300 for Newington Court, Torquay House, Davies Court & Friendship House), and 1 weeks rent in advance.

If you are staying less than 14 nights you will be paying a daily rate (for prices see each site’s page), you will need to pay for your full stay in advance.

Question 4

do you have a loyalty discount scheme?

Accepted Answer

We sure do! In shared rooms in selected properties, you can receive a discount of up to 25% off. The longer you stay, the less you pay!

Question 5

i cancelled my stay and my deposit has not been returned, why?

Accepted Answer

For long-term residents staying 14 nights or more (Weekly Rate), a holding deposit of one weeks rent is required. If you do not check-in on the date stated in your booking, your booking will be cancelled and your holding deposit will not be returned to you.

Residents staying less than 14 nights (Daily Rate) who cancel 48 hours* prior to arrival will receive a refund of all money paid minus 1 night. No refunds will be given for cancellations of less than 48 hours* prior to arrival. Furthermore, following your arrival no refunds will be given for early departure of your booking.

Question 6

what are the check-in and out times?

Accepted Answer

The check-in time at all properties is 2:00pm

The check-out time at all properties is 10:00am

Please note:
All LHA properties have a flexible check-in approach. Please inform us in advance if your estimated arrival time will be after 21:00 so we can make sure there is somebody present to provide you with your keys. The property may ask you to leave a valid Passport during a late check-in (after 21:00) in exchange for the keys. Your document will be given back to you once the check-in is fully completed the next morning.

If you have an early departure time and wish to check-out during the night or in the early morning, please speak with the manager at reception the day before regarding the refund of your deposit.

Question 7

how can i make a complaint?

Accepted Answer

We get great feedback about our service and accommodation however we appreciate that sometimes things can go wrong. LHA has an absolutely minimal notice period for guests and so we need to work hard to make things right when this happens. We have a policy of dealing with 100% of guest issues within the hostel in the first instance and the best way to achieve this is via direct contact with the reception desk in the hostel concerned:

First instance
Guest to communicate their complaint to the duty manager at reception at the respective hostel. The team member on duty will either deal with the complaint immediately or report it to their manager for further action with a target timescale of three working days.

First escalation
If the guest is not happy with the resolution of the reception team member they should ask to speak to the House Manager at the respective hostel. The guest’s details will be taken and a time will be given to them advising when the House Manager will be able to deal with the complaint.

Second escalation
If the guest is still not satisfied with the procedure, the House Manager is not available within the stated timescales or if the complaint is about the House Manager, then they should escalate to the customer services team by emailing customerservices@lhalondon.com
The customer service team will confirm receipt within the same working day and will check that the hostel has been given the chance to resolve the issue. They will then look into the issue and will aim to resolve and reply fully within five working days.

Final appeal
If you are unhappy with the outcome from customer services after the second escalation please ask for a final appeal from the customer services team by emailing customerservices@lhalondon.com
A separate member of the customer services team will then review the response and will aim to reply fully within a further five working days. We appreciate that you can give us notice at any time, we will always respect your ability to do this and we will do all that we can to resolve your issue and to keep you choosing LHA London as your accommodation provider.

Holland House