Besides this FAQ section, we invite you to read our T&Cs and groups guidelines. They exist to make sure that we start a relationship of mutual understanding and to make sure that Nucapacha is a safe, happy and welcoming place to stay. By confirming a reservation at Hostel Nucapacha, regardless if this sheet is signed, you are agreeing to all important points described.

These T&Cs and groups guidelines exist to make sure that you and Nucapacha enter into a relationship of mutual understanding. We want to make sure we are a safe, happy and welcoming place to stay. By confirming a  reservation at Hostel Nucapacha, regardless if this sheet is signed, you are agreeing to the following important points.

Arrivals and Departures

• Check-in is after 2pm. If you arrive before then we have a handy luggage room – dump your bags and go explore! 
• Check-out is by 12pm so please make sure you have cleared the room by that time. Luggage storage (free until 7 p.m) can be arranged with reception. If you’re late to check out then you’ll be asked to pay for another night.
• For arrivals before 7am please book the night before. Our rooms are rented by the night rather than the day; meaning 5:00am is still considered to be the previous night and you’ll be charge full price.
• Once you have checkout, you are welcome to stay at the hostel only until 7 p.m

Identification

• Everyone staying at Nucapacha need to bring a valid photo identification for checking in. Preferably a passport, government issued I.D. card or driving license.

Age Restrictions

• Bookings cannot be accepted from any person under the age of 18 unless they are accompanied by an adult (18 or over). Guests who wish to bring their children under 18 years of age must book a private room.
• Children under 4 year old free. Children older than 4 years old full payment.

Room allocation

• If you’re travelling with friends or family, we’ll do our utmost to book you in a room together – but this can’t always be guaranteed. If you want to make sure that you aren’t separated from your group, we’d suggest booking a private room.
• Please note that all our dorms are mixed.

Payment

• Please be aware that we only accept Mastercard and Visa card payments through a third party secure app. We do not accept American Express, Diners Club cards or any other card. 
• The total price of your reservation may be charged in full on your credit card by Nucapacha Travel S.A any time after booking.

Cancellation and Refund Policy.

• If you wish to cancel or amend your reservation to receive a full refund you will need to notify us by email at contact@nucapacha.com 24 hours in advance of your arrival date by 2.00pm. If you notify us any less than 24 hours before your arrival date, or in case of a no-show, you will not be entitled to a refund.
• When booking more than 3 rooms, cancellation fee applies for cancellation made less than 72 hours prior to the arrival date.
• If you arrive a day late (or before) without informing the hostel, we will try and find you a bed, but this may not be in the same room type booked and may incur extra charges.
• Any payments made through a third party or an online travel agency will not be refunded by us. Please make sure you check their refund policies.
• In the event of Force Majeure (governmental action, transportation interruption, acts of God…) affecting your booking, Nucapacha is unable to refund customers and we reserve the right to receive any outstanding payments in connection to your confirmed booking.

Room Key Cards

• You’ll be given a key when you check-in for private rooms which gives you access your room. If you lose your key, it’s USD$10 for a replacement – so please keep it safe! Or better yet, leave them at the frontdesk when you are heading out.

Guest Behaviour

• Values are central to our hostel. We strongly advocate respect for human rights, equal opportunities and integrity. We do not tolerate any form of verbal, physical abuse or sexual harassment. The comfort, safety and security of our guests is really important to us. Any guest(s) who, in the opinion of our staff, compromise the comfort, safety or security of other guests, staff or local residents will be asked to leave the premises and will not be given a refund. We are also legally obligated to call the police if any statement of sexual harrassment have been made. 
• Only registered guests are allowed within our premises. Visitors are only allowed in the reception area until 7pm. Please notify the reception if you are having a visitor before they arrive.

Smoking

• Smoking is not permitted in closed areas. Any guest found smoking inside the rooms, outside of the designated areas, will be fined and asked to leave the premises immediately. A refund will not be issued for the stay.
• We have smoke detectors in every room, law forbidens to manipule them. Please don't.

No Drugs

• Drug use is illegal in Ecuador. Any guest found using drugs within the hostel will be fined and asked to leave the premises immediately. A refund will not be issued.

Alcohol consumption

• We will not serve alcohol to anyone under the age of 18.
• Due to our hostel license, guests cannot bring their own alcohol onto the premises.
• If you are found entering the hostel with alcohol you will be charged a fee and all alcohol will be confiscated until you leave the building at checkout. Alcohol is available in the bar and can be consumed there and in the surrounding designated areas only.

Personal Property

• Each pod bed (in dorm rooms) has a personal locker for valuables. It is a guest’s responsibility to ensure that personal belongings are secure at all times. Nucapacha hostels accept no liability for the loss, theft or damage to guests’ property, however sustained or caused. We strongly recommend guests bring a padlock to use on luggage.

Damage to Hostel Nucapacha’s Property

• Guests will be expected to reimburse Nucapacha Hostel for any damage caused by inappropriate behaviour during their stay.

Your Information

• Nucapacha Hostel will only store and use information you supply to us or which is supplied to us for the purposes of carrying out a contract with you, and to inform you of other services and offers which we make available from time to time. If you do not wish to receive such information please let us know by emailing us at: contact@nucapacha.com

Discretion

• All bookings are subject to availability and Hostel Nucapacha reserves the right to decline any booking at its discretion.

ADDITIONAL INFORMATION FOR GROUPS

General

• We accept groups with guests from the age of 12+.
• A USD$100 [refundable] guarantee will be needed to time of check-in to make sure our T&C will be enforce by your group. Also for any damages that may be caused. It will be returned in full if it no inconvenience has been submitted.
• We do not offer parking, please ensure that drivers are fully aware of this and have organised proper parking for buses prior to arrival. A copy of the rules can be sent at request, and will be provided on arrival.
• Due to the layout of the buildings and the room types chosen, we can’t always accommodate groups on the same floor. We will, however, do our best to place them as close together as possible.
• We must receive a list for each group at least 1 week prior arrival. This list must include the names of the guests dates of births and passport numbers.
• Everyone staying at Nucapacha need to bring a valid photo identification for checking in. Preferably a passport, government issued I.D. card or driving license.
• We offer breakfast from 730am to 10am – as such it can get busy in the mornings! We work on a first come, first served basis, so please get in touch as soon as possible to get served. If your group is larger than 20pp and are leaving before 8:30 am please let us know in order to organize a packed breakfast as we won’t be able to serve your group with such a short time slot.

Arrival/departure

• Check-in time is from 2.30pm.
• Check-out is until 12 pm. If the rooms are not vacated by that time, a fine will be applied.
• Groups are required to check-in and check-out all together. If this isn’t possible, please advise the Reservations Team in advance.
• We offer free luggage storage before check-in and after check-out.
• Reception is open 24/7 so there is always a member of the team to help you and your group with any questions / issues.
• For arrivals before 7am please book the night before. Our rooms are rented by the night rather than the day; meaning 5:00 am is still considered to be the previous night and you’ll be charge full price.
• We will accommodate the number of people in the room types pre-confirmed by you via email. If more people arrive, they will be asked to pay the available rate at check-in.
• We are unable to check-in a group until the rules have been signed and the Group Deposit form has been filled in by the group leader.

In house

• Due to our license, guests are not allowed to bring alcohol into the hostels or drink alcohol bought from outside. Please come and enjoy the bar (over 18’s only) if you’d like to drink. Any guests found with alcohol from elsewhere may be fined and all alcohol will be confiscated until you leave the building at checkout. The group loses it's deposit.
• The comfort, safety and security of our guests is really important to us. Any guest(s) who, in the opinion of our staff, compromise the comfort, safety or security of other guests, staff or local residents will be asked to leave the hostel premises and will not be given a refund.
• Guests are expected to respect other guests as well as staff, local residents and property. Only registered guests are allowed within our premises. Visitors are only allowed in the reception area until 7pm. Please notify the reception if you are having a visitor before they arrive.
• Smoking inside the rooms is against the law. Any guest found smoking in the rooms will be fined USD$50.
• Any guest found using drugs in the building will be fined USD$250 and asked to leave the premises immediately; no refund will be offered. Guests will be expected to reimburse Hostel Nucapacha for any damages caused by inappropriate behaviour during their stay.
• Please make sure guests have adequate travel insurance. We can’t take responsibility for any lost or stolen property, nor accidents.

Cancellation policy

• If only a portion of the beds are cancelled up to 15 days before the arrival date, 25% of the cost of the beds cancelled will be charged as a cancellation fee, and cannot be used against the remainder of the accommodation balance.
• If you are booking within 20 days of your arrival date, no refund will be given for any cancellation or amendments, and the full amount will be due.
• In the event of Force Majeure (governmental action, transportation interruption, terrorist attack, acts of God…) affecting your booking, we reserve the right to receive any outstanding payments in connection to your confirmed booking.

Payment

• 50% non-refundable deposit to be paid within 15 days of confirming the booking.
• Balance of remaining 50% due 5 days prior to arrival.