Cribel S.R.L.
Sede legale: Via Paullo 4 - 20135 Milano
Sede operativa: Viale Regina Margherita 9 - Milano
C.F. e P. IVA: 09446630965
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© Queen Hostel 2016

Terms & Conditions

If you’re thinking of staying at Queen Hostel, then please take a minute to
read our Terms & Conditions.
These exist to make Queen a safe, happy and welcoming place to stay! ;-)
... for ALL GUESTS

Arrivals and Departures

  • Check-in is from 3pm. If you arrive before then we have a handy luggage room – drop off your bags and go explore!

  • Check-out is by 11am. Please, make sure you (and your belongings) are out of the room by then. Free luggage storage can be arranged with reception. If you’re late to check out then you’ll be asked to pay for another night, so make sure that alarm is set!

Identification

  • Make sure to bring a valid photo identification document with you, preferably a passport or, for EU citizens, a government issued I.D. card. You’ll need this to check in, so don’t forget it!

  • Guests without a valid photo identification document will not be allowed to check in and the reservation will be cancelled. You will be charged the first night of the reservation and no refunds are eligible in this case.

Age Restrictions

  • Guests under the age of 18 must be accompanied by at least one adult (18 or over) AND present at the check-in an authorization signed by the parents, if not travelling with them. You can request the fac-simili of this authorization writing to booking@queenhostel.com.

  • Guests who wish to bring their children under 16 years of age must book a whole dorm.

  • Unlike some hostels we do not have an upper age limit but the majority of our guests are backpackers in the 18 to 30 age range.

Room allocation

  • You're booking a BED in a shared dormitory and not the whole room. Booking the maximun number of beds in a dormitory does not mean that one whole room is being booked, the beds assigned for the reservation can be located in different dorms, according to availability. 

  • If you’re travelling with friends or family, we’ll do our utmost to book you in a room together – but this can’t always be guaranteed. It's important to do only one booking for all the people in the group.

  • Please note that all our dorms are mixed (boys and girls) unless a girls only dorm is booked.

Prices and Taxes

  • All prices are quoted in Euro. Prices are per person per night. Prices don't include Tourist Tax, which is 2€ per person per night (guests under 30 years old are exempted). Prices include VAT.

  • In case of extension of a reservation, the rates applied are going to be the ones valid on the date that the extension is made.

Payment

  • To book a bed with us you must provide the details of a credit card as a guarantee. The credit card details provided act only as a guarantee, the amount due for the reservation and all consumptions/purchases made by the guest during the stay at the hostel are PAID DURING CHECK-OUT. 

  • The credit card provided on the reservation will be charged online only:

         - in case of late cancellation by the Guest, no show or any damage caused by the Guest to the Hostel during his/her stay.  

         - Queen Hostel also reserves the right to charge online the first night of the booking where the stay is over 5 nights or is over 300 euro in total. The reservation will be cancelled in case of negative transaction.

  • Please be aware that we only accept cash, Mastercard and Visa card payments. We do not accept American Express, Diners Club cards or any other card.

  • Payments with credit or debit cards are accepted ONLY FOR AMOUNTS OVER 50€.

Cancellation Policy

  • If you wish to cancel or amend your reservation with no charges you will need to notify us by email at booking@queenhostel.com at least 48 hours in advance of your arrival date. [Cancellation period with no fees for Booking.com reservations is 14 days prior to arrival].

  • Failure to notify us, or in case of a no show, the first night of the reservation will be charged for each guest on the reservation.

  • If you arrive a day late without informing the hostel, we will try to find you a bed, but this may not be in the same room type booked and may incur extra charges.

  • We reserve the right to cancel a booking in case of force majeure or any other circumstances which do not fall under our responsibility, making it impossible to host the guest.

  • In case of cancellation by the hostel, we are entitled to accommodate the guest in another hostel with comparable standards and services for the same price agreed and no financial compensation will be given.

Room Key Cards

  • You’ll be given a key-card when you check-in which gives you access to both the hostel and your room. If you lose your key card, it’s 10€ (euros) for a replacement – so please keep it safe!

Guest Behaviour

  • The comfort, safety and security of our guests is really important to us. Any guest(s) who, in the opinion of our staff, compromise the comfort, safety or security of other guests, staff or local residents will be asked to leave the hostel premises and will not be given a refund. Guests are expected to respect other guests as well as staff, local residents and property.

No Smoking

  • Smoking is not permitted by law. Any guest found smoking within the building will be fined €50 (euro) and asked to leave the premises immediately. A refund will not be issued for the stay. Guests can smoke in front of the premises, just outside the building.

No Drugs

  • Drug use is illegal in Italy. Any guest found using drugs in the building will be fined 250€ (euros) and asked to leave the premises immediately. Any refund will be issued.

Alcohol Consumption

  • We will not serve alcohol to anyone under the age of 18.

  • Due to our bar license, guests cannot bring their own alcohol onto the premises of Queen Hostel.

  • If you are found entering Queen Hostel with alcohol you will be charged 50€ (euro) and all alcohol will be confiscated until you leave the building at checkout.

  • Alcohol is available at the hostel's bar and can be consumed there and in the surrounding designated areas only.

  • Alcohol is not allowed inside the dorms. Guests found drinking in the dorms will be fined 50€ (euro).

Personal Property

  • Each bed has a personal locker inside the dorm rooms. It is a guest’s responsibility to ensure that personal belongings are secure at all times. Queen Hostel will accept no liability for the loss, theft or damage to guests’ property, however sustained or caused. We strongly recommend guests bring a padlock to use on luggage and lockers. Padlocks are available at reception for sale.

Damage to Queen Hostel's Property

  • Guests will be expected to reimburse Queen Hostel for any damage caused by inappropriate behaviour during their stay. Any eventual amount will be charged on the credit card given at the moment of the reservation.

Liability

  • Except in relation to death or personal injury caused by our negligence, Queen’s liability remains, at all times, limited to the value of the services booked, excluding any amendment charges paid to us.

Errors and Omissions

  • Any omission or error in sales literature, web pages/sites, order form, quotation, price list, order acknowledgement, dispatch note, invoice or other documents issued by us may be corrected by us without liability. We will advise you of any changes at the time of booking or as soon as is reasonably possible thereafter.

Discretion

  • All bookings are subject to availability and Queen Hostel reserves the right to decline any booking at its discretion.

... for GROUPS (over 10 people)
  • We do not accept groups of under 15 years old. 
     

  • We will need to know at request time: average age of guests, nationality and purpose of the trip.
     

  • We will need to know/have at least one week before arrival:

          - authorization signed by the parents for minors (under 18 years old). This authorization must be presented in original at the moment of check-in as well! We can provide a fac-simili of this document.

          - name and contacts of the group leaders coming on the trip

          - bed allocation for each guest according to the room types specified on the proposal and pre-confirmed by you.

  • The group leader must ensure that the whole group respects the hostel rules and co-operates fully with our staff if, for example, the building needs to be promptly evacuated. That said, at least one group leader must be with the group at all times – this is in case of an emergency or unacceptable behaviour.
     

  • The group must complete online check-in at least a day before arrival. The procedure of doing online check-in will be demonstrated by email by us when the payment is completed:

          - A first installment of 50% of the full booking value needs to be paid to confirm the reservsation.

          - The remaining will need to be paid 20 days before the group’s arrival date.

  • Please note that our group cancellation policy is of 20 days before the group’s arrival. Past this time no refund will be given.
     

  • We will do our best to accommodate a change in number of guests as long as it does not exceed 20% of the total number of guests in the group and as long as it is requested at least 1 week before group arrival.
     

  • We will accommodate the number of people in the room types specified on the proposal and pre-confirmed by you. In the unusual circumstance that more people arrive with your group than have been booked with us, we will try to accommodate the extra people but they will be asked to pay out single booking rack rate at check-in.
     

  • We do not offer coach parking, please ensure that drivers are fully aware of this and have organised proper coach parking prior to arrival.
     

  • One group leader will be required to fill in a credit card authorization form upon arrival for a “Group Deposit”. This will need to be the card holder. We will pre-authorize the card for €500 (euro). Money will be deducted if:

- members of group are misbehaving in or outside the building, being noising or causing damage to the property

- members of group are found bringing or consuming alcohol purchased from outside the hostel's bar or drinking alcohol in the dorms (regardless if purchased in the hostel or not)

- interfering with fire alarm or smoking inside the building

- key cards for room access are lost (10€ per key card)

- this list is not conclusive.
 

  • Deposits MUST be done by presenting a credit card, cash deposits are NOT accepted.
     

  • Please keep in mind we cannot always accommodate groups all on the same floor because of the layout of the buildings and the room type chosen but we will always try and do our best to accommodate groups close together.
     

  • Ensure the room availability that is given to you allow you flexibility to fit your boys/girls breakdown once you receive it.
     

  • Groups can CHECK-IN FROM 11.30am TO MIDNIGHT. Guests will only be able to access their room after 3pm.
     

  • We offer free luggage storage until 7pm. If your group is going to arrive before 2pm please advise us at the time of booking so a luggage place can be organised.
     

  • Alcohol Consumption:

- we will not serve alcohol to anyone under the age of 18.

- due to our bar license, guests cannot bring their own alcohol onto the premises of the hostel. Guests found entering the premises with alcohol will be charged 50€ (euro) and all alcohol will be confiscated until they leave the building at checkout.

- alcohol is available in the hostel's bar and can be consumed there and in the surrounding designated areas only.

- alcohol is not allowed inside the dorms. Guests found drinking in the dorms will be fined 50€ (euro).

 

  • Smoking is not permitted by law. Any guest found smoking within the building will be fined €50 and asked to leave the premises immediately. A refund will not be offered. Guests can smoke in front of the premises, just outside the building.
     

  • Drug use is illegal in Italy. Any guest found using drugs within the building will be fined €250 (euro) and asked to leave the premises immediately. Again no refund will be offered.
     

  • Please ensure guests have adequate travel insurance. We do NOT take responsibility for any lost or stolen property. Please inform your groups.
     

  • In the event of Force Majeure (governmental action; fire; flood; insurrection; earthquake; power failure; riot; explosion; embargo, transportation interruption of any kind; terrorist attack; acts of God etc. ) affecting your booking, the company reserves the right to receive any outstanding payments in connection to your confirmed booking.
     

  • All bookings are subject to availability and Queen Hostel reserves the right to decline any booking at its discretion.
     

  • By booking a client at Queen Hostel, regardless if this sheet is signed, is acceptance of the above important points.