Check-in to the hostel is from 16:00, check-out is no later than 12:00. The hostel has the right to ask for an identity document, of which the hostel employee has the right to make a copy. A passport, ID card or driver’s license is considered an identity document. The booker and the responsible person must be at least 21 years old. When checking out of the hostel, the room key must be returned to the place previously agreed with the hostel employee. For losing or not returning the key, the client will pay the hostel a contractual penalty of 50 euros. Persons who violate public order and/or may disturb other guests with their behavior will not be registered in the hostel.
SMOKING PROCEDURES
Smoking (including hookah) is allowed only outside near ashtrays. For smoking indoors, a contractual penalty of 200 euros will be imposed on the guest or the person booking the room.
PETS IN THE HOSTEL
Well-behaved pets are welcome, an additional fee of €10 applies! When booking a hostel, please inform the staff about your pet. The pet owner is responsible for any damage caused by the animal.
PARKING
Parking at the hostel is free. Parking in the green area is prohibited – if necessary, the hostel has the right to move cars parked in the green area. The hostel is not responsible for cars left in the parking lot and their contents.
MONITORING PUBLIC ORDER
All requirements for public order, maintaining peace and preventing pollution apply in the hostel. In case of violation of public order, the hostel will call the police. A contractual fine of €100 is charged for each call to compensate for the damage caused by disturbing the peace of fellow citizens.
NIGHT QUIET AT THE HOSTEL
Night quiet begins at 11:00 PM and lasts until 7:00 AM. Violation of the peace and quiet is understood as disturbing other persons by means of sound, light, mechanical, electronic, etc. A contractual penalty of 100 euros for each call to compensate for the damage caused by the violation of the peace and quiet is imposed.
GOOD CUSTOMS AND PRACTICES
In common areas (laundry rooms, toilets, hallway, lobby, kitchen, etc.), everyone cleans up after themselves so that the client staying in the hostel at the same time would also enjoy using the common areas, including washing their dishes, etc. We expect our guests to follow the rules established in society, good conduct, and the hostel’s rules. Shaving, using body scrubs, dyeing hair, and other similar activities in common areas are not permitted. If the rules are violated, the client may be fined the same as for breach of the peace and, if necessary, the client may be asked to leave the hostel and its territory.
HOSTEL RESPONSIBILITY AND GUARD
The hostel is not responsible for the loss or destruction of personal belongings left unattended by the client. There is video surveillance in the common areas of the hostel. It is not allowed to transfer keys (physical and electronic) issued by the hostel to third parties.
RESOLVING COMPLAINTS
A complaint must be filed immediately, but no later than two weeks from the discovery of the defect. If the service does not meet the requirements or defects appear, please send a complaint to the e-mail address novahostelinfo@gmail.com, indicating the name of the complainant, contact phone number, order number and a precise description of the complaint. To resolve complaints, the complainant must retain purchase documents (invoice, contract, etc.) that prove the circumstances of the complaint. Without a supporting document, the hostel may not resolve the problem. All complaints will be reviewed and the complainant will be contacted as soon as possible, but no later than within 30 days from the receipt of the complaint.