Standard terms & conditions • London Hostel, Palmers Lodge

Standard terms & conditions

Please see additional terms and conditions for groups.

1. Arrivals and Departures

New arrivals can check into their rooms after 2pm each day. Guests may arrive earlier and leave their luggage at the hostel but access to rooms will not be granted until after 2pm. Departing guests must remove all their belongings from their room, and check out, before 10am. After this time guests may make use of the luggage storage facilities but all possessions must be removed from the room and the security card handed back to reception.

2. Check-In

You do not have to be a member of any organisation to stay at Palmers Lodge however we do require that some form of valid photo identification is presented upon check in, preferably a Passport, I.D. card or driving license.


Check out is at 10am and guests must hand all security cards back to reception.

4. Age Restrictions

Children under 16 years old must stay with a parent or legal guardian in a private room (not in shared dorms).

Bookings cannot be accepted from any person between the age of 16 and 18 must be accompanied by an adult (over 18) who is staying in the same dorm/room. Those travelling alone must bring a passport photocopy of their parents or legal guardian as well as written permission from them.

Unlike some hostels, we do not have an upper age limit. Most of our guests are backpackers in the 18 to 30 age range. Please be aware that you may be assigned a top bunk. If you wish to be assigned to a bottom bunk then please email.

5. Room Allocation

At Palmers Lodge we take great care to allocate beds in a way we think will be best for each customers booking. Please note that when buying dorm beds from any web site it does not automatically mean that all the guests on that booking will be in the same room. Although we try to allocate all the guests on each booking to the same room this is not always possible and you should contact customer service with the booking reference if you would like a guarantee.

6. Guest Behaviour

The comfort, safety and security of our guests is of paramount importance to Hillspring Lodge. 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 requested to leave the hostel premises and will not be offered a refund. Guests are expected to respect other guests, staff, local residents and property. In the case of groups, the group leaders must ensure that all members of their group behave in an acceptable manner. Failure of any individual group member to do so will result in the expulsion of the whole group.

7. Smoking

Smoking is not permitted anywhere within the Palmers Lodge premises. Any guest found smoking within the building will be asked to leave the premises immediately and will not be offered a refund. A smoking area and ashtrays are provided outside the building for guests who wish to smoke.

8. Personal Property

Guests are asked to use the secure lockers in each room (which are operated using the same key card used to access the room), the luggage store (located in the basement) and/or the security lockers and safes located in the basement. It is the guest’s responsibility to ensure that their personal belongings are secure at all times. Palmers Lodge accepts no liability for the loss, theft or damage to property however sustained or caused.

9. Palmers Lodge Property’s

Guests will be expected to reimburse Palmers Lodge for any damages caused by inappropriate behaviour during their stay at any of the Palmers Lodges.

10. Security Cards

Upon check-in guests will receive a security card for access to their room and locker. These cards are activated for the period of stay only and must be handed back to reception on check out. Failure to return the card will result in a £5.00 charge which may be charged against the customer’s credit card.

11. Liability

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

12. Your Information

Palmers Lodge shall only store and use information you supply to us or which is supplied to us for the purposes of carrying out our contract with you and to inform you of other services and offers which we make available from time to time. If you do not wish to receive such information please let us know by contacting customer service or by writing to us at any of the addresses to our venues.

13. Errors and Omissions

Any omission or errors in sales literature, web pages or site, order form, quotation, price list, order acknowledgement, despatch note, invoice or other document 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.

14. Discretion

All bookings are subject to availability and Palmers Lodge reserves the right to decline any booking at its discretion.

15. Late Cancellation Charges

We have a 24-hour cancellation policy meaning that we need to be notified before 2pm the day prior to the arrival of any cancellation or changing of a reservation. At the day of check-in, upon payment, there will be no refunds given.

16. Late departure:

In the case of a late departure, Palmers Lodge reserves the right to charge for a further nights stay at the appropriate rack rate of the bed(s). Management discretion will apply.

17. Non-refundable bookings:

Non-refundable bookings cannot be cancelled or modified without incurring a charge equal to the full value of the reservation. Payment for the full value of non-refundable bookings is required at the time of booking, failure to supply a valid payment card or if we are unable to obtain payment from the card at the time of making the booking will result in the booking being cancelled.

18. Maximum Stay:

Palmers Lodge operates a maximum stay policy of 14 days. No guests are able to stay longer than 14 total days within one 6 month period.