Frequently asked questions

Create a free student account, browse available hostels and room types, then click 'Book now' on the room that fits you. Follow the steps to confirm your details and complete payment. You'll receive a booking confirmation by email.

You can cancel or modify your booking from your dashboard under 'My Bookings'. Cancellation policies vary per hostel — check the hostel's policy before confirming. Refunds (where applicable) are processed within 5–7 business days.

Once submitted, you'll receive an email confirmation with your booking reference. The hostel will review and confirm your reservation within 24 hours. You can track the status in real time from your dashboard.

Bookings must be made by the student who will be staying. Each account is tied to a verified student identity. If you need help booking for a group, contact our support team.

Hostella lists shared rooms (2–4 occupants) and private single rooms depending on the hostel. Each listing clearly shows the room type, capacity, furnishings, and included amenities before you book.

Yes — all listed rooms come with the essentials: bed frame, mattress, study desk, chair, and wardrobe. Specific furnishing details are shown on each room listing page.

WiFi availability varies per hostel. Listings that include WiFi are clearly tagged. Filter by 'WiFi included' when browsing to see only rooms with internet access.

We accept mobile money (MTN MoMo, Telecel Cash, AirtelTigo Money) and bank transfers. Payment details are shown at checkout after your booking is confirmed.

Payment is due within 48 hours of your booking being confirmed by the hostel. If payment is not received within this window, the reservation may be released.

No. The price shown on a listing is the full semester rate unless otherwise specified. Any optional extras (e.g. cleaning, laundry) are listed separately and clearly labelled.

Check-in times differ per hostel — standard is from 12:00 PM. Check-out is typically by 10:00 AM on the last day of your booking. Exact times are stated on your booking confirmation.

Guest policies are set by each hostel. Most hostels allow daytime visitors but restrict overnight guests. Check the hostel's rules on its listing page or contact them directly.

Reach us through the Contact Us page, via the in-app chat, or by emailing support@hostellapp.com. Our team is available Monday to Saturday, 8 AM – 6 PM.

First, contact the hostel directly using the details on your booking. If unresolved within 48 hours, escalate to Hostella support with your booking reference and we'll mediate.