FAQs

How can I book in advance?

Online Booking
We are currently offering online booking at Bowden Court, in Notting Hill as follows:
• Book your stay up to 3 months ahead
• Minimum 8 week stay subject to availability
• Currently available for a bed in a shared twin room only
• Your reservation is confirmed by paying the £200 room deposit by card online
• Your reservation can be made in full online, click here to go check availability for online booking.

Direct Booking
We only require 7 days’ notice from our residents when they are leaving and therefore can only take bookings 7 days in advance. However, sometimes residents give us more than 7 days’ notice and if you email find the accommodation you’re interested in and submit a booking enquiry with the dates you are arriving, the house managers will be able to keep you updated on vacancies that become available.

How can I book a room online?

We are currently offering online booking at Bowden Court in the twin rooms (2 single beds in a shared same-sex room).

• The minimum for online bookings is 8 weeks and may be booked up to 3 months in advance.
• Upon arrival, you will be asked for a £30 key deposit and to pay the first week’s rent, which is paid each week before Friday at 8pm.
• All bookings are made on a per bed basis by paying a room deposit, which is refundable after you have stayed 8 weeks and given 1 week notice before your departure.
• Payment options for the deposit include debit/credit card and PayPal.
• Room fees are payable upon arrival and can be paid by debit/credit card or cash.

Click here to for the online booking page for Bowden Court. Here you will be able to select your dates within the next 3 months and check the availability for a bed. If we have availability, you will be asked for your full details and payment information where a secure payment website will process your payment. Finally, a confirmation email will be sent to the email address you have supplied.

What is the difference between a ‘Standard’ room and a ‘Select’ room?

In a select room you have more living space, so the rooms are larger. The Select rooms have more additions like a TV, this can however vary from site to site, so it is best to check with the hostels directly for more accurate information.

How do I make a direct booking?

You would need to contact the house in which you wish to stay directly, they can confirm availability and take your deposit which can be paid using your card over the phone.

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 £200 deposit (£300 for Newington Court, Torquay House, Davies Court & Friendship House), upon arrival you will need to pay 1 weeks fees in advance along with a £30 key deposit.
If you are staying less than 14 nights you are on our daily rate (prices on hostel page), you will need to pay for your full stay in advance, along with a £30 key deposit upon arrival.
Please see our Conditions of Agreement to Provide Accommodation for information deposits and cancellations.

How long will I be able to stay with you for?

There is not a set period in which you can stay with us as long as you meet the Conditions of Agreement to Provide Accommodation.

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

For long term residents staying over 14 nights (Weekly Rate), a £200 room deposit (£300 at Friendship, Davies, Newington & Torquay) and £30 key deposit is required. These are refundable should there be no damage, and the required 7 day notice is given as per our Conditions of Agreement to Provide Accommodation. Residents booking on the weekly rate will forfeit their deposit in the event of cancellation non-arrival or if they leave prior to the completion of a 14 night period and will be charged at the daily rate for the nights they stay.

For residents staying less than 14 nights (Daily Rate) there is a £30 key deposit required that is refundable when keys are returned. Residents booking or paying on the 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.
* 48 hour period takes effect from 12:00 hrs (GMT) on the day prior to your booking arrival. # This excludes any promotional rates

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 house. The team member on duty will either deal with the complaint immediately or report it to their manager for further action with within 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 house. The guest’s details will be taken and a time will be given for when the House Manager will next be able to deal with the complaint.

Second escalation
If the guest is still not satisfied with the procedure in house, or the House Manager is not available within the stated timescales or if the complaint is about the House Manger, 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. If not they will take on 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.

What is your Data Protection Policy?

To download a copy of our Data Protection Policy, click here.