Policy and FAQs regarding COVID-19 (Coronavirus)

Updated 17 March 2020

Cancellations & Long Stays

I would like to cancel my reservation, will I get a refund?

We’re providing free cancellation (100% refund for accommodation and experiences booked), irrespective of the cancellation window.

  • For all bookings made via our website, zostel.com, we’ll be processing the refund immediately. You can drop your cancellation request along with your booking ID at reservations@zostel.com

  • For bookings made via an Online Travel Agency (such as Hostelworld, booking.com, etc.), priority cooperation from our side would be provided in order to have the advance deposit refunded.

  • If you’re already staying with us and wish to cut short your trip, we will initiate a partial refund for the dates you’ve cancelled, upon request.

Instead of cancellation, can I postpone my trip?

Absolutely. You can get the booking rescheduled for any dates till 31st December 2020.

  • If the price of your new booking is higher than the existing booking, you will have to pay the price difference.

  • If the price of your new booking is lower than the existing booking, you will receive a refund of the price difference.

What are the charges and policies for long stays at the properties?

You can send your query to reservations@zostel.com or leave a WhatsApp message on +91-9599407770 mentioning the destination and the intended stay dates. Depending upon the length of your stay, we’ll be offering a 10-20% discount at our functional Hostels & Homes.

Deployment of Precaution at Our Properties

What precautions is Zostel taking at the properties?

Since the first week of March, we have enforced the following regulations at all our Hostels and Homes.

  • Hand sanitizers have been equipped in all common areas including cafes, reception desk, and hang-out zones.

  • The staff has been advised to use face masks and gloves for maintaining better hygiene as well as to avoid direct contact with guests or each other.

  • Disposable face masks with ideal usage of 1 day have been made available for purchase at the reception desk. (Subjective to availability)

  • We’re in communication about important travel advisories virtually via email and on-site via posters and creative

  • Any guest who shows signs of being unwell is immediately advised to get checked at the nearest hospital.

  • Strict housekeeping schedules are being implemented for better disinfection and hygiene.

  • Even domestic travellers are advised to get medical certificates for better assurance of their health conditions.

  • Most of the Zostel properties in Kerala have been closed down till the end of March ’20 in order to avoid the spread.

What is the nearest clinic from this property?

Nearest medical centre and COVID diagnostic centre details available at all hostel receptions, info/knowledge can be obtained upon arrival or on our WhatsApp Chat.

I am looking to travel during this time, how do I get to know about the situation in that region?

The times today are extremely uncertain, with different states implementing different policies according to the situation with each passing day. We recommend that you get in touch with us in order to know the situation. For the same, you can drop your query at reservations@zostel.com or leave a WhatsApp message on +91-9599407770.

General Queries on the Pandemic

What can I do as a traveller to be safe and to keep others safe?

  • If you have symptoms of cold, cough, or fever, avoid/postpone your travel and get yourself checked.

  • Carry an alcohol-based hand sanitizer and practice frequent hand washing. Make sure to wash hands with soap for at least 20 seconds.

  • Avoid physical contact (and maintain a distance of 3 ft) with anyone who is displaying signs of cough, cold or fever.

  • Avoid touching your eyes/nose/mouth.

  • If you feel unwell, avoid public gatherings and contact the government helpline.

  • Make sure to wear a mask if you are coughing/sneezing.

What do I do if I feel that I may have been infected?

  • The Union Health Ministry has activated a toll-free 24×7 national helpline number 1075 to address all queries concerning the disease. Besides this, the government has also issued a helpline email ID: ncov2019@gmail.com

  • The government has also released helpline numbers for each State and Union Territory, which are as follows. Click here

  • Here’s a list of testing sites in India for your reference. Click here