Last Updated: Monday 23rd March 2020
Statement Margo Paterson, Chief Executive of Hostelling Scotland
Margo Paterson, Chief Executive of Hostelling Scotland, said: “It is with great sadness that we have had to temporarily close our Youth Hostel network until further notice. However, the health, safety and wellbeing of our people and guests along with protecting the communities in which we all live and work is our utmost priority at this time.
“The current situation is difficult for everyone and if ever there was a time for communicating with mutual understanding, this is it. We will keep in touch with you through our monthly e-newsletters and social media channels. You’ll find us on Twitter, Facebook, LinkedIn and Instagram. Further information is always available on our website and you can also email us with any enquiries direct at firstname.lastname@example.org.
We really appreciate the hard work being carried out by all healthcare workers and those on the front line, looking after people and keeping us safe. Although our hostels are closing, we shall be talking with the NHS and other public services to see how best our hostels can support essential services.
“Thank you for your continued support of Hostelling Scotland. It gives heart and hope to hear messages of support and to know that so many people have plans to explore this beautiful country of ours and to stay in our Youth Hostels in the future.
“When we all start travelling again, we will be here for you and ready to provide the warm welcome you’ve come to expect from our organisation. Please stay well and look after one another.
"We look forward to welcoming you again very soon.”
We are here for you
Our teams are kept up to date and should be able to answer any questions you may have or please contact our reservations team by email on: email@example.com
How to amend or cancel your booking
Given these unique circumstances we are making the following adjustments to our booking terms and conditions to give you that extra peace of mind:
• Individual Reservations. All reservations to 30th June 2020 – even those described as "non-refundable"– can be rebooked up to one year from the original arrival date or cancelled at no charge.
• Group Reservations (10 or more people) and Exclusive Use Rent-a-Hostel Reservations. All reservations to 30th June 2020 can be rebooked up to one year from the original arrival date or if this is not suitable then the booking can be cancelled at no charge.
• Third-party Bookings. If you need to adjust reservations made via a Third Party booking website you will need to contact them directly for assistance.
Please note that cancellations and amendments to non-refundable reservations can only be processed through our central reservations team.
In response to Government guidance we are moving our employees to homeworking. This means our reservations team are unable to accept phone calls at this time and we apologise for any inconvenience this may cause. However please email us at firstname.lastname@example.org.
We look forward to hearing from you.
Thank you for your patience and understanding
As you can imagine the team are currently dealing with an extremely large number of booking amendments and refunds requests and we will be communicating with all affected guests in order of arrival date. Please be rest assured that we will be dealing with these as soon as we can. However, as a result of card companies experiencing the same high volume of enquiries, we ask that you allow 28 days for any such refunds to be returned to the original payment method used.
If you have an enquiry about and existing booking or would like to discuss a future booking, please contact the team by email at: email@example.com
Further information in regards to Coronavirus (COVID-19) guidance can also be found by visiting UK Government, National Health Service (NHS) and the World Health Organisation Please also visit Recommendations for All Travellers. A free helpline has also been set up for those who do not have symptoms but are looking for general health advice: 0800 028 2816