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Frequently Asked Questions

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The Hostel

Is it okay to smoke inside the hostel? caret-down

No smoking or vaping is allowed inside the building. Smoking is only permitted outside or on the 4th floor outdoor terrace, which is open everyday between 7am and 11pm.

We love it here! How long can we stay? caret-down

We love that you love it! To make sure everyone gets a chance to love us as much as you do, there is a maximum stay policy of 14 days. But don’t be a stranger, we’d love to see you again!

Can I bring my pets? caret-down

Sorry, as cute as they are, no pets are allowed at the hostel with the exception of guide dogs.

Can I wash my clothes? caret-down

Absolutely! You’re very welcome to use our laundry machines with dryers, which are open from 8am to 10pm every day.

Where can I store my luggage? caret-down

You have free storage spaces available next to your bed during your stay. After your check-out, we have limited space for storage, so it can depend on availability at that moment and it is only for the same day. The best bet? Ask at reception for more information! We’re happy to help you.

I’m under 18 years old, can I still stay at the hostel? caret-down

Yes, we’d love you to stay with us! However, because of Spanish law, we do have a few rules we have to stick to:

1) All people under 18 have to be accompanied by an adult and need to bring a completed Parental Consent Form when they stay.

2) People under the age of 18 are not allowed to stay in the shared dormitories (even accompanied by adults)

3) People under the age of 18 need to book the whole room just for you and your companions as a private room.

Contact us if you have any further questions on this, we’re always happy to advise!

Can I have my hen/stag/bachelor party at the hostel? caret-down

Sorry, we unfortunately can’t accept these types of events in our property, due to our zero-alcohol policy on-site.

Check In & Check Out

What time can I check in from? caret-down

You can check in anytime from 3pm onwards on your arrival date.

Please note: due to COVID-19, until further notice, an estimated arrival time will be requested to avoid crowds at the reception and to allow for social distancing.

Do you offer late check-in? I plan to arrive very late. Will anyone be available at the reception? caret-down

Our staff is available 24 hours and we accept check-ins until 2am of the next day after your arrival day. If you are coming later than that, you need to inform us in advance about it by email or your booking could be treated as a No-Show, fully charged and cancelled.

What time do I need to check out by? caret-down

Check out is any time until 11am on your departure date (plenty of time for a lie in!)

Do I need to bring anything to complete check in? caret-down

Great question! You’ll need a valid photo ID (passport, ID card, or driver’s license*) in the same name as the reservation.

Please note: we can only accept driving licenses in Spain for Spanish citizens.

Opening Hours

What time can I get breakfast? caret-down

Breakfast is usually served daily from 7.30am to 10.30am. However, if you need to eat a little earlier or later, do not hesitate in letting us know and we will be sure to help! 

We may be out late! Will we be locked out? caret-down

A security pass will be issued for each guest at check-in. After 11pm, this security pass will be required to access the property, so don’t forget it!

What are the opening hours for the Zero Café? caret-down

The Zero Café is open 7 days a week, including public holidays. Our opening times are subject to change, so check back here for more updates!

Payments & Reservations

Can I pay with cash? caret-down

We run a no cash property. For all reservations, we require valid credit card details to be provided.

What happens if there are travel restrictions that impact my stay? caret-down

In the case of governmental travel restrictions in Spain or in the country you’re coming from, payments won’t be refunded but kept as credit to be used within the next 12 months after the original arrival date booked.

Cancellations must be notified as usual up to 48 hours before the arrival date to stay@zerohostels.com.

For more real-time information, please don’t hesitate to contact us.

I need to change or cancel my reservation. Help! caret-down

Don’t panic, we can help! It depends on type of your booking. If you have chosen a refundable booking with 24 hours cancellation policy, you’re welcome to make any changes or cancellations up to 24 hours before your arrival. Within 24 hours before your arrival, change or free cancellation is not possible.

For groups (8 people and more) different conditions apply. Contact us at stay@zerohostels.com for more information and help with your reservation.