Price protection: guaranteeing the best price and peace of mind for our guests.
For this reason, we offer a double guarantee: you will always find the lowest price, and once you book, you can be sure that if you find a cheaper price on another website, we will match it.
If after booking you find a lower rate, at any time and up to 72 hours before check-in, we will match the rate.
If you find a cheaper online price on another website within 24 hours of making your reservation and up to 72 hours before check-in, we will match the rate and reward you with an additional 5% discount on it.
Our Price Match System
1. Best price match process:
Make your reservation at the best online price on heylola.com.
Suppose that within 24 hours after your booking, you find another lower-priced offer for the same dates and product (room type, board, occupancy, offer, rate / cancellation policy, and extras).
Send us an email to administracion@heylolahostel.com with a screenshot of the website where you found the lower price, clearly showing the following information: date and time of the search, website URL, number of guests, room type, rate, and cancellation policy.
Within a maximum of 48 business hours, we will review your request and provide a response.
If your case meets the requirements, we will match the found rate and apply an additional 5% discount.
Terms and conditions for matching a lower rate found on another website:
1. You must have a confirmed reservation made through heylola.com.
2. The conditions of the rate found on another website must fully match the conditions of the net rate booked with us (same room type, same length and dates of stay, same sales conditions, cancellation and payment conditions, prepayment conditions, conditions related to booking modifications, same number of guests, same currency, same rate conditions).
3. The request must be submitted within 24 hours of purchase and no later than 72 hours before arrival at the hotel.
4. The email must include a screenshot of the lower rate found on another website. This screenshot must always be taken at the final step before confirmation and must clearly and unequivocally show: hotel name, stay dates, room type, number of adults and children, board, currency, taxes, and cancellation policy. The screenshot must also display the date and time of the device on which it was taken.
5. Only one price match request per guest may be submitted within the 24-hour period.
6. If the lower internet rate corresponds to a multi-night reservation, the guarantee covers the final total price of the entire stay, not individual nightly rates.
7. The lower rate found must be net of city/country taxes or any other taxes associated with the room rate.
8. The found rate must be publicly available online and verifiable by Hey Lola.
9. The total price difference found on another website must exceed €5. If the price difference exceeds 25%, and unless prohibited by law, Hey Lola reserves the right to modify or cancel this offer and its terms and conditions at any time at its sole discretion.
10. If a price match is applied (with or without the additional 5% discount), it will be applied to the original rate. No discount codes or special discounts applicable to the original reservation will apply to the new final price.
11. When a price match request is submitted during the weekend, meaning from Friday at 16:00 hrs (GMT+2/+1 depending on summer/winter time), the price match process may be delayed until Monday (GMT+2/+1 depending on summer/winter time).
12. The process of matching a lower price found on another website cannot be combined with the process of matching a lower price found on HeyLola.com up to 72 hours before check-in.
13. For reservations made with full or partial prepayment, full payment of the new amount will be required first, and the originally paid amount will then be fully refunded. In cases involving currency exchange and bank fees applied by your bank, charges and/or refunds made in a currency different from that of the debit/credit card account used may result in differences between the charged and refunded amounts. Hey Lola is not responsible for any such differences.
