Terms and Conditions – The Imperfect Downtown Hostel

Welcome to The Imperfect Downtown Hostel! By booking your stay with us, you agree to the following terms and conditions. Please read them carefully to ensure a smooth and enjoyable experience.

1. General Information

  • These terms and conditions apply to all guests and visitors of The Imperfect Downtown Hostel.
  • We reserve the right to update or modify these terms at any time without prior notice. Any changes will be posted in common areas and communicated via email.
  • Reception Hours: 8:00 AM to 8:00 PM, seven days a week.
  • Check-in time: 2:00 PM – We’ll be ready for you.
  • Check-out time: 11:00 AM – Seize the day, friend!

2. Guest Responsibilities & Check-in

  • Guests must provide valid identification (passport or national ID only for locals) at check-in.
  • All guests are expected to respect hostel facilities, staff, and fellow guests. Disruptive or illegal behavior will not be tolerated and may result in removal from the property without a refund.
  • Late Arrivals & Passports: Full payment for your stay is required upon check-in. If you arrive after reception hours (8:00 PM), we will temporarily hold your passport in our secure safe overnight. You will be officially registered, and your passport will be returned to you the following morning once full payment is completed, if payment has not yet been made.

3. Age Restrictions

  • We welcome all guests, but please note our age policy.
  • Guests must be at least 18 years old to book individual beds in shared dormitory rooms.
  • Minors under the age of 18 are only permitted to stay if a parent or legal guardian books an entire dormitory room for their exclusive, private use. Minors are strictly not permitted to share a dormitory room with other guests outside their immediate booking party.

4. Reservations & Booking Platforms

  • All personal details and identification information provided for the reservation must be correct. All requests to reserve a bed or room must include all the necessary information required at the time of your booking.
  • Room rates are subject to change. For group trips, please be mindful of the maximum occupancy rules—each shared room can only accommodate the specified number of guests as detailed in the room description. We also cannot guarantee that you will be assigned to the same room, so we recommend contacting us before making a booking if you want to stay in the same dorm.
  • Direct Booking (Website or Walk-in): Full advance payment is processed through the booking/check-out process on our website or directly at the reception desk. Standard and Non-Refundable rates require correct personal information. Your reservation is guaranteed upon receipt of full payment. Non-refundable rates provide no refunds for cancellations or no-shows.
  • Hostelworld Bookings: A deposit for both rates is paid directly to Hostelworld. For Standard Rates, the remaining payment is due upon arrival. For Non-Refundable Rates, guests are notified via email or WhatsApp to pay the remaining balance directly to the hostel to confirm the reservation. Correct personal information is required.
  • Booking.com Bookings: Only Standard Rate is available. Full payment is settled at the property upon check-in or check-out. All personal data must be correct.

5. Payment Methods & Credit Cards

  • On-Site Payments: For on-site payments at the reception desk, we exclusively accept cash (VND) and local QR code transfers. We do not have a physical credit card terminal at the property.
  • Online/Advance Payments: For non-refundable bookings or advance payments, we will send you a secure payment link from Xendit by email or WhatsApp, which will be valid for a minimum of 4 hours. If payment is not completed within this timeframe, the reservation will be automatically cancelled. Should you experience any difficulties, please reach out to us at [email protected].
  • Guarantee & Incidentals: A valid credit card is needed to guarantee reservations. By booking with us, you authorize The Imperfect Downtown Hostel to safely charge the credit card held on file (via our website checkout or Xendit) for any outstanding balances, property damages, or missing items at market value.

6. Cancellation Policy

  • Cancellations must adhere to our policy. To cancel, please reach out to us directly or through the OTA where you made your booking. Non-refundable bookings are strictly non-refundable.
  • Direct Bookings (Standard Rate):
    • +48 Hours: Reservations are fully refundable up to 48 hours before check-in. However, the initial booking deposit is non-refundable and will be retained.
    • 24 to 48 Hours: For cancellations made within this window, the deposit is retained, and no further room charges will apply.
    • Under 24 Hours: Cancellations made within 24 hours of the day before check-in will incur a charge for the first night.
  • Hostelworld Bookings: Cancellations are eligible for a refund according to the terms outlined in the Cancellation Policy of Hostelworld. The initial deposit is paid directly to their platform, and guests must contact Hostelworld directly for any deposit issues.
  • No-Shows & Late Arrivals: Cancellations made after 5 pm on the day before check-in or no-shows are non-refundable and will be charged in full. A reservation will be marked as a no-show if the guest does not check in on the scheduled arrival date and has not informed us of a delayed arrival. This will be finalized by 8:00 AM the following day.

7. Liability Waiver

  • The Imperfect Downtown Hostel assumes no liability for injuries, damages, or losses resulting from personal negligence or failure to comply with the house rules during the stay.

8. Smoking and Alcohol Policies

  • Smoking: Breathe easy. Our hostel is a non-smoking property. This applies to both traditional smoking methods and all electronic delivery systems, including vapes, vaporizers, vape pens, hookah pens, electronic cigarettes (e-cigarettes or e-cigs), e-pipes, and any variations. Any smoking in the rooms or strong lingering smoking scents in rooms will result in a disappointed look and a 3,000,000 VND room cleaning fee.
  • Alcohol: The good news? We have drinks! By law, we can’t allow any outside alcohol to be brought onto the property. We require all beverages on the property, including the pool area, to be purchased through the hostel, with the exception of transparent, see-through water bottles. Guests can purchase cold beer by the reception – then, if you like, you can head back to the pool to enjoy. Cheers!

9. Room & Property Policy

  • We want you to have a great time when you are here. But if things get too crazy, we go by the old-school rule of ‘you break it, you buy it’ and property damages or missing items will be charged to your credit card at market value. Pre-existing damages or room issues must be reported to the front desk immediately after registration to avoid responsibility and potential charges.
  • The hostel allows guests, with permission, to receive occasional packages and special deliveries at the property. We are not responsible for the packages or their contents or the storage of them.
  • Sing your heart out and have passionate conversations all day long, but from 11:00 PM – 7:00 AM the whole property goes into hush mode for what we like to call quiet time (or sleep time).

10. Guest Safety and Security

  • As part of our commitment to guest safety, our employees will not disclose a guest’s identity, room number, or presence to anyone except appropriate law enforcement. This includes handling messages or phone calls. Guests are responsible for sharing their room number and presence with anyone they wish to receive messages or calls from.
  • Visitors are welcome to spend time in the common areas, but they are not permitted in the rooms.
  • For security, safety cameras are in use throughout the premises, and anyone on our property may be recorded.
  • The hostel assumes no responsibility for any personal injuries sustained while using the facilities.

11. Room Cleaning

  • The rooms are cleaned daily during your stay. Our housekeepers will enter the rooms during cleaning hours, so please ensure your belongings are tidy to make their work easier.
  • During the cleaning period, the air conditioning is turned off, and the windows and doors are opened to allow fresh air into the rooms.
  • The hostel accepts no liability for any losses.

12. Changes to Terms

  • The hostel reserves the right to change these terms and conditions at any time. All guests will be notified of significant changes.