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FAQ - Frequently Asked Questions

1. Facilities, rooms…
2. Online services and bookings


1. FACILITIES:

Are pets allowed in hostels ?
Generally the pets are not allowed, but some hostels allow pets for extra fee. Please look for information for particular hostel at it’s information pages.

Can I use self-catering facilities in the hostel ?
Yes, it is possible to use self-catering facilities in many of Estonian YHA hostels. Please look for information about particular hostel at it’s information pages.
However please be advised that, in any event, self-catering facilities are not meant and cannot be used by groups.

Do the rooms have a shower and/or toilet?
Please look for more information for particular hostel at it’s information pages. There you can see full selection of rooms that hostel offers together with photos, if available, and facilities that they feature.

Are the shared rooms gender-segregated?
In a shared room, you rent a bed and share the room with other people. You can ask for a room for females or males only. For further information see the homepage of each hostel, you can also request this information directly from the hostel in question.

Do I have to bring my own bed linen?
In majority of the hostels use of bedlinen and towels is included in the price. In the unlikely event that they are not included this will be reflected on information page. Every price table also features a footnote that lists items included.


2. ONLINE SERVICES AND BOOKINGS

What Online services do you offer at The Website of Estonian YHA.
The Website of Estonian YHA offers following services:
- Booking of accommodation for individuals either "on-line" (real time) or "on-request" (e-mail request to property) 
- Group accommodation and catering requests
- All hostels featured on the website also have printable online leaflet
- And, of course, very extensive information about Estonia: it’s unique nature, medieval architecture, modern life and all other aspects of life in Estonia.

How exactly does the Estonian YHA website online reservation system work?
Once you have made a reservation request, it arrives directly to the hostel, which then responds to the reservation request via the Estonian YHA booking system. The system (booking engine) provides an effective, secure and simple channel of communication between hostel properties and customers. The system (booking engine) enables customers to freely select, pick and book exactly those hostels that suite him/her most

How do I make a reservation?
There are following major differences in the reservation types:

Individuals booking
Please select the most suitable for you hostel by checking details of hostels on our general list (most vital details are displayed already in the list, list is sortable by majority of information displayed). From the hostel details click on the "Individuals Bookings" button once you find a hostel you like. You fill in details of current booking like room types and quantities, dates of your visit and extra services required you will be prompted for your credit card details to confirm your booking. We accept Visa and Euro-/MasterCard only. After filling out the form you have to enter or generate (if you have not registered before) your login and password to confirm your contact information.
Your credit card will be charged for a 5-10% deposit of total value (including extra services that may be booked).
If you book one or more of "on request" hostels – you request will be answered within 24-48 hours.
If you book one or more of "online" hostels, you will receive an on-screen confirmation of your reservation which you should print and bring to the hostel. The balance due when you arrive at the hostel will be displayed on your booking confirmation. When browsing "online" hostels you can at any time use check availability link that will provide you with current availability overview for this hostel.

Group Bookings
From the search result list you can select hostels marked “Groups”. This means that you can make group booking to this hostel at negotiated group rates. You can review selected hostel details (prices, facilities, total number of beds and other required parameters). Please make sure that you have read and understood group booking conditions on the selected hostel minisite in Group Booking Help and in Group Booking & Cancellation Policy sections.

Are your prices per room or per person?
On our website prices for dormitory beds and extra beds in private rooms are per bed, in all other cases, if not expressly stated otherwise, prices are per room. 

Can I book extra beds on your portal?
Yes it is possible. We implemented easy and natural solution for booking extra beds. These can be all possible sorts of extra beds from extra beds for adults and teenagers to free cots for infants. Naturally extra beds can be booked only when booking a room and maximum one extra bed per room. Rooms, where extra beds can be placed, are marked with a blue cross.

Are taxes, breakfast, bed linen and towels included in your prices?
In majority of hostels in Estonia taxes, bedlinen and towels are included in the price, if not indicated otherwise. Please review hostel information pages - there in "Rooms & Rates" section you find information and whatever breakfast is included in the price or not as other useful pricing information there.

Can I make specific requests regarding my reservation?
Yes. When sending your reservation request, there is a comments field where you can add specific notes (as free text) and/or requests that can be sent to the chosen hostel. The requests however are not binding to the hostel.

Will you confirm my reservation by fax or phone?
In case of booking for individuals the booking engine sends confirmation only by e-mail so please make double sure that you have provided us with the correct email address that you have access to. It is not possible to confirm online bookings otherwise.
For group requests and full property bookings it is possible to send confirmation by fax, if so requested, and fax is entered at registration.

How long will it take for my reservation request to be answered to?
In case of "Online" bookings for individuals you will receive an immediate automatic on-screen confirmation from Estonian YHA Website and a confirmation e-mail will be sent to the e-mail address that you have provided when registering. In case of “On request” bookings for individuals you will get an on-screen confirmation that your request have been accepted (the e-mail will also be sent to your e-mail that you gave provided on registration) and, within 24-48 hours, you will get e-mail message either confirming or cancelling your request.

How do I check the status of my reservation request?
You can check the status of bookings for individuals by logging into "My Bookings" section with your registered email address and password and view all your current reservations. You can check the status of your reservations in the “status column”. All changes to booking status will also be e-mailed to you at your registered e-mail address.

How do I change / cancel a reservation?
You can change your booking only by cancelling you confirmed booking and making another one. We recommend you make a new booking first and on confirmation of new booking cancel your old one. This is especially advisable in high season. Regretfully there is no other way to amend/change the reservation.
To cancel a booking you must login to "My Bookings" section with your registered email address and password. On the next screen you can see all your reservations, each reservation is provided with means of cancelling it, if cancellation is possible.
The penalty for cancellation depends on when was the cancellation made (how many days before scheduled arrival).   
- In case of cancellation of confirmed reservation after the cancellation deadline set by property you credit card will be charged with 100% of the first night accommodation cost and 100% of booked extra services. Properties specify cancellation deadline on their information page, in "Cancellation Policy" section, please inspect this section carefully before making a booking. Property’s cancellation deadline will also be clearly shown on a booking confirmation.
By default you can cancel confirmed booking 3 days prior to arrival without incurring any penalty (other than deposit paid). However properties on their information page, in "Special Notes" section can specify a different deadline, please inspect this section carefully before making a booking.
Booking deadline will also be clearly shown on a booking confirmation.
If the above mentioned deadline has passed then when cancelling you will be charged a penalty in the amount of first night of accommodation booked (including extra services that may be booked).
Extra services booked are automatically cancelled together with accommodation cancellation. If you wish to cancel extra services (or some of them) without cancelling accommodation you have to send e-mail regarding cancellation to eyha@balticbookings.com at least 3 days before scheduled arrival. Please provide booking number, word "cancel" and name services that you wish to cancel in the subject field of e-mail. Hostel will be notified by Estonian YHA that you have cancelled some or part of extra services, but deposit paid for confirmed extra services booked will not be refunded. After deadline of 3 days prior to scheduled arrival no cancellations are possible
If the cancellation is received by our office before the deadline has passed the cancellation will not generate a penalty except a deposit of 5-10% which is not refundable in case of cancellation of any confirmed bookings.

Do I need a credit card to make a reservation?
Yes. We will make online reservation only when you provide valid credit card information. We accept Visa and Euro-/Mastercard only

In what currency will be my credit card debited?
The amount sent to your bank will be in Estonian Kroon. Your credit card statement will show Balti Puhkemajad OÜ the official travel section of Estonian YHA and operator of the website.

When exactly is my credit card debited?
For reservation requests for accommodation and services (transfers, city cards) submitted credit card will be charged after confirmation of booking, but not earlier then 14 days prior to scheduled arrival. Please ensure that you have provided valid credit card details and that there are enough funds available to cover reservation cost. If credit card transaction fails, your booking will be cancelled and you will only be notified of cancellation.

Are there any discounts available for Hostelling International members when booking?
Members of Hostelling International as well as other youth / students membership organisations will qualify for a discount on presentation of their membership card upon check-in.

Is my credit card and registration information secure with you?
Yes, all reasonable steps have been taken to guarantee security. The information requested during registration is necessary for the hostel and Estonian YHA to manage the booking request. All information is strictly confidential and shall be transmitted via an encrypted channel that ensures privacy. Your credit card data, necessary to guarantee booking, is also transmitted through safe, protected channels (SSL Secure Server).
Though industry-standard security measures have been deployed Estonian YHA can not be made liable for any damages incurred as a result of apparent or actual breach of security.

I did not receive an e-mail confirming or cancelling my booking.
It is possible that due to internet traffic or otherwise receiving an e-mail after viewing on-screen confirmation might take some time. If you still are not receiving any e-mails and you are sure that on registration you have provided correct e-mail address we ask you to inform us of any such cases on eyha@balticbookings.com.
In any event you should be able to see all your current bookings and their full details in MyBookings section of our website, even if for some reason you do not receive a confirmation e-mail.