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14-16 Craven Hill, London, W2 3DUPayment Details
Holding Deposit: 1 week rent to confirm the booking (adjustable in security deposit).
Security Deposit: £300 payable at the time you check-in and is refundable at the end of a tenancy.
Guarantor: No Guarantor
Installment Plan: Accommodation charges for subsequent weeks must be paid weekly in advance before the start of the week concerned; normally this will be on Friday preceding the week in question.
Mode of Payment: Mastercard, Visa and UnionPay.
House Policies
Cancellation Policy
1. Where to find the price of accommodation. The price of the accommodation (which includes VAT) will be the price indicated on our website.
2. Once we have confirmed availability, in order to confirm your booking, you must pay a holding deposit equivalent to one week’s accommodation charge.
3. Check-in date on your booking is the ‘deadline for agreement’ day.
4. If you do not check-in on the date stated on your booking, your booking will be cancelled, and you will lose your holding deposit, which we shall keep.
5. By checking-in, you agree and consent that once you have checked-in, the holding deposit shall from that point onwards be treated as a licence deposit (or as part of the licence deposit if the licence deposit required (see below) is more than the holding deposit)
6. A licence deposit will be payable at the time you check-in. This licence deposit will be £200 (£300 in you are staying at Davies Court, Friendship House, Newington Court & Torquay House). If the holding deposit is less than £200 you will be required pay an additional amount to make sure the full licence deposit is paid.
7. If you vacate the accommodation within 14 nights of checking in, then you will lose the licence deposit, which we will keep (unless you have paid in advance for the 14 nights, in which case the licence deposit will not be lost (save to extent that deductions are made pursuant to clause 8(a) but any advance payment of accommodation charges shall not be refunded.
8. We will refund the Licence Deposit to you upon departure but
(a) may make reasonable deductions from the licence deposit to cover the cost of any breakages, damage or loss to us or our property or equipment, which has been caused by you and
(b) may deduct from the licence deposit any amount due under either clause 16 or clause 17.
9. If the licence deposit is not enough to cover the deductions and charges referred to in clause 8(a)and 8(b) then we may demand payment of the difference from you and payment must be made by you within 14 days of it being demanded.
10. Payment for the first week of your stay will be due on arrival at your chosen hostel.
11. Accommodation charges for subsequent weeks must be paid weekly in advance before the start of the week concerned; normally this will be on Friday preceding the week in question.
12. A week is classified as from 10.00 hours on Saturday to 10.00 hours on the following Saturday.
13. We will pass on changes in the rate of VAT. If the rate of VAT changes we will adjust the rate of VAT that you pay.
FIXED PERIOD OF OCCUPATION AND EXTENSION
14. You are required to give both arrival and departure date at the time of booking and as such this contract is agreed on a fixed period of occupation basis.
15. You must leave the accommodation by 10.00 am on the last day of your booking.
16. If there is more than one week left of your original booking and you wish to cancel the contract and leave the accommodation sooner than your original date of departure, you may do so provided that you give us at least one week’s written notice (or make payment in lieu of notice). If you do not give the required notice or make a payment in lieu of notice, you will still be charged for a week’s accommodation even though you are not using the accommodation; this is because we will be unable to re-let the room for that week and so would otherwise lose that income.
17. If there is less than one week left of your original booking then you may not cancel the contract and will be required to pay for the entirety of your booked stay, even if you leave the accommodation sooner than your original date of departure.
18. If you wish to extend your stay beyond the fixed period, you should contact us as soon as possible. Any extension will be subject to availability and, even if an extension is possible, we cannot guarantee that you will be able to stay in the same room.
Frequent Asked Question (FAQ's)
how do i make a direct booking?
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.
how long will i be able to stay with you for?
We have a maximum stay of 4 years.
how much do i have to pay?
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.
do you have a loyalty discount scheme?
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!
i cancelled my stay and my deposit has not been returned, why?
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.
what are the check-in and out times?
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.
how can i make a complaint?
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.
