For bookings made through our website or app, our cancellation policy is simple: you must cancel your booking with a minimum of 24 hours notice before your check-in time. Our check-in time starts at 2PM. So, if you were supposed to arrive and check-in on Tuesday, you’ll need to cancel before 2PM on Monday. If you cancel within 24 hours of check-in time, you will be charged the balance of your first night stay. No refund will be processed for in-house guests who choose to shorten their stay.
Groups of 10 people or more must email groups(at)madmonkeyhostels.com for prior approval before booking. We reserve the right to cancel, without notification, any reservation for a group of 10+ that has been made online and not been pre-approved by email. This is just because we can’t ensure we can meet your group’s needs unless we’ve spoken with you by email first! See here for our full Group Booking Policy.
How to Cancel Your Reservation
If you made your reservation with a third party such as Hostelworld, then you need to cancel your reservation through that platform.
If you booked directly with us — in person, through our website or our app — you may email customer service (cs (at) madmonkeyhostels.com) to cancel your booking. Your cancellation is not confirmed until you have received an email back from us.
Your Reservation Deposit
If you have booked with an online travel agent such as Hostelworld.com, any deposit that you paid at the time of booking was a commission kept by their company. Mad Monkey does not receive any deposits paid on external booking sites or apps. Refunds of those deposits are completely the purview of the online travel agent. You will need to contact them to discuss it.
No Show Policy
If you do not turn up for your booking on the date you have defined, your booking will be cancelled and you will be charged for the full value of your booking to your credit card.
If you do not turn up on the day of your booking but instead turn up a day later, there is unfortunately no guarantee that we will have a room or a bed available for you. When you do not appear on your Check In date, we have to assume you aren’t coming and your room is considered available to book. Our hostels are always full or nearly full, so odds are the room or bed will be taken. For this reason, please double and triple check your booking dates!