It is not in our nature to turn down business opportunities, bookings or people, but sometimes doing good business means refusing to undertake business that we know will not be suitable or know from experience that customer expectation may not be realized, and our offer may not be suitable, sometimes we have to maintain decorum and ensure quality service for everyone.
The main reasons however why someone will have their stay terminated has to do with the following list of grounds:
There are seven reasons why we may cancel your reservation or refuse you access to our property, these include Payment Issues, Breaking House Rules, Abusive Behavior, No-Show,
Leaving the property dirty during a previous or current stay, Property Damage of any kind and Illegal Activity.
Below is a more detail breakdown of reasons:
Payment issue:
Didn’t pay reservation amount
Didn’t pay additional fees (e.g. taxes, damage/incidental deposit)
Other reasons include:
Credit card Invalid
3rd Party Credit Card
Insufficient funds
Expired Card
Transaction declined
Invalid Credit card Number
“Call Card Company” message
It’s a debit card
Fraudulent
Card name different from guest name
Missing CVC
Other
Breaking house rules:
Smoking inside the facility;
Endangering the well-being of others i.e. leaving a stove unattended and turned on, not cleaning after yourself, not wearing a facial mask when required, leaving our front doors open, not following kitchen rules
Tempering with security; i.e., Tempering with cameras,
Leaving doors unlocked to rooms or front door,
Tampering with automated devices; i.e., Unplugging Routers
Google Nest, Alexa and other AI devices
Attempting to gain access to private space;
Brought Pets without authorization
Brought Pets with authorization, but left your pet unattended, your pet isn't crated, your pet urinates in shared space and the space is not disinfected and cleaned up instantly, your pet is disturbing the peaceful enjoyment of others;
Threw a party;
Shared security codes or door codes;
Invited a guest without registering him or her with staff
Violated Bathroom Use Policy
(Did not clean after yourself;
Did not sanitize your space after use;
Stayed more than the allowed time)
Broke Quit Hours (22:00 until 08:30)
Brought additional guests
Occupied a bed which was not assigned to you (squatting)
Breached Check-in/Check-out policy
Other
Abusive behavior;
Verbally abusing staff or helpers; Telling a staff member insults or injuring someone verbally is not permitted and violates our civility and conduct policy and is ground for immediate removal as it can lead to escalating tensions and physical violence.
Physical abuse: Threatening to harm another person's property or/and causes injury to his or her body.
Psychological or emotional abuse: Purposely harming the mental wellbeing of another person in a non-physical way, sometimes referred to as nonphysical abuse, such as when you invade someone's space, show disregard or disrespect for other's well-being and even refusing to acknowledge a person's gender identity, making fun of them or their way of being, intimidating or invalidating a persons point of view, talking over them, speaking over them during a conversation or acting in a manner that doesn't leave them feeling good or okay with their interaction with you.
Financial or material abuse: The taking of money, assets, or belongings of another person for personal gain, sometimes by coercion, threats, and often by deception.
Discriminatory abuse: When one person treats another person differently based on race, gender, disability, sexual orientation, religion, disability, or other characteristics, causing harm in favoring others, creating disadvantages, harassment, victimization, or other actions.
No-Show: You showed up after business hours regardless of whether there was intent or not to be late, you don't show up within 1 hour of your arrival time and you dont communicate with us a change in your travel time, you are no show. Delayed flights, Trains, Buses and Traffic issues are no longer qualified reasons for accommodation.
Left the property dirty during a previous or current stay.
Property Damage of any kind;
Illegal Activity
Other: i.e. Not being vaccinated for COVID-19, Monkeypox or other relevant vaccines that are declared as pandemic or outbreak by the World Health Organization or other public health entities
There are also several other reasons why we may choose to cancel your reservation, and those include but are not limited to the following:
Your non-acceptance, non-compliance of our terms. These include our policy for Reservations, Modifications, Cancellations (RMC’s) policy and all stays are subject to your acceptance of our Booking/Reservation Policy, Cancellation Policy, Modification Policy, Terms and Conditions of Operations (TACO)’s, Terms of Stay, Terms of Service, AirBnB House Rules (when you booked via AirBnB), Booking.Com Terms Of Service when (you make a reservation via booking.com) PRIVACY & DATA PROTECTION POLICY, our Personal Information Protection Policy and our Electronic Documents Notice. Hostel Experiences: Guest Release and Waiver, Electronic Surveillance Notice, and a DISPUTE RESOLUTION POLICY, collectively all these documents are known as the “The Terms” and your consent is required to lodge in our hostel.
Notwithstanding the above-mentioned non-exhaustive list, we can also cancel a reservation based on an order or a recommendation issued by public order or recommendations from public health organizations, such as the World Health Organization, Health Canada, Sante Quebec, Sante Publique Montreal or Public Health Quebec.
There are numerous other circumstances that can lead use to cancel your reservation. These include a cancellation based on our which states DENIAL OF SERVICE [DOS] POLICY: Management, or its employees or agents, reserves its right to refuse service to anyone, with or without cause.
We can and will cancel your booking If we determine that you do not qualify to stay in our facility.
To qualify for a stay you must be a visitor, not a local transitioning or looking for an apartment, you must have valid photo identification such as a passport and driver's license, and you must have a credit card (not a debit card or ATM card), if you plan to use an ATM card, your name must be embossed on it, and finally you must be of good moral character, meaning you are not on our DNR (Do Not Rent List) or the DNR list of our partners' property. We can also cancel a reservation for anyone that exceeds the weight limits for our beds. The current weight limit is set at 100 kg /220 lbs for top bunks and 120 Kg / 250 Lbs.
Finally, we work hard to make policies that are easy to understand, protect our clients and our stakeholders and that are fair and equitable, if you are negatively affected by this policy or wish to see a modification, addition or removal of a provision within our policy or if you have questions regarding how we deal with each situation, please speak with someone from our management team, please use this link to book your appointment. https://calendly.com/jyprendmonpied/talk-to-a-supervisor
If you prefer other means of communication, the best would be to open a service ticket within our service portal, or you can call us at +1-929-379-6865.
We are always open to improvements, and feedback is both welcomed and part of our commitment to our CANI program Constant And Never-Ending Improvement). All feedback is also shared with our service innovation and research team.
In the event that there is a discrepancy between this article and other translated versions, the English version rules for legal force.
Policy approved by the board June 15th, 2021,
Last Updated September 5th, 2022,
Copyright 2022
All Rights Reserved.