Faq

CANCELLATION POLICY:

If you make your reservation directly through our website, CANCEL YOUR BOOKING AND GET A FULL REFUND UP TO 48 HOURS BEFORE ARRIVAL (4PM Local time).

HOWEVER, We may offer special pricing for non-refundable reservations. If you make a reservation and the rate is identified as non-refundable at the time of booking, the above cancellation policies will not apply to your reservation. Instead, the entirety of your reservation will be non-refundable upon booking.

HOW OLD DO I HAVE TO BE TO BOOK A ROOM AT THIS HOTEL?

THE REGISTERED CLIENT MUST BE 21 YEARS OF AGE OR OLDER UNLESS OTHERWISE PERMITTED BY THE BOOKING CHANNEL THROUGH WHICH THE RESERVATION IS MADE. PROOF OF IDENTITY AND AGE IS REQUIRED FOR CHECK-IN.

WHAT IS CHECK-IN TIME?

CHECK-IN TIME IS 4 PM.

WHAT IS CHECKOUT TIME?

CHECKOUT TIME IS 11 AM.

WHAT IS THE MAXIMUM OCCUPANCY OF EACH ROOM?

THIS INFORMATION CAN BE FOUND UNDER EACH ROOM’S INDIVIDUAL PAGE. SOME ROOMS HAVE SOFA BEDS IN ADDITION TO REGULAR BEDS WHILE OTHERS DO NOT.

IS YOUR HOTEL FAMILY FRIENDLY?

YES, EVERYONE IS WELCOME AT THE HOTEL CASTRO, WE JUST HAVE ONE REQUEST #STAYSTYLISH!

DO YOU OFFER BUYOUTS FOR WEDDINGS, EVENTS, ETC.?

YES, PLEASE SEND A REQUEST VIA EMAIL TO EVERYONEWELCOME@THEHOTELCASTRO.COM

WHAT IS THE ROOF DOOR POLICY? DO I HAVE ACCESS AS A HOTEL GUEST?

OUR ROOFTOP, THE NEST, IS OPEN TO REGISTERED HOTEL GUESTS FROM 8AM – 10PM DAILY.

IS DAILY HOUSEKEEPING PROVIDED?

WE ARE COMMITTED TO PROTECTING OUR GUESTS, PARTNERS, AND COMMUNITY; DUE TO COVID-19 WE ARE NOT OFFERING DAILY HOUSEKEEPING SERVICES, HOWEVER SHOULD YOU REQUIRE ANYTHING PLEASE REACH OUT ANY TIME 24/7 AT +1 (415) 854-9029 AND OUR TEAM WILL SUPPORT YOU WITHIN OUR SAFETY PARAMETERS.

WHAT IS THE HOTEL’S CANCELLATION POLICY?

WHILE WE’D LOVE TO HOST YOU, WE DO UNDERSTAND THAT AT TIMES, CANCELLATION IS UNAVOIDABLE. WE HOPE YOU BOOK WITH US AGAIN SO WE CAN SHOW YOU WHAT IT’S LIKE TO STAY WITH US! IF YOU BOOKED ON ANOTHER WEBSITE OR THIRD-PARTY BOOKING PLATFORM (AIRBNB, EXPEDIA, VRBO, ETC.) YOUR BEST BET IS TO REACH OUT TO THE PLATFORM DIRECTLY TO CANCEL. WE WILL BE GLAD TO WORK WITH THE PLATFORMS DIRECTLY TO PROCESS YOUR CANCELLATION. IF YOU BOOKED WITH US DIRECTLY THROUGH OUR WEBSITE OR VIRTUAL FRONT DESK, THEN OUR POLICY IS AS FOLLOWS: CANCELLATIONS REQUESTED 5 OR MORE DAYS BEFORE YOUR CHECK-IN ARE ENTITLED TO A FULL REFUND. CANCELLATIONS REQUESTED 4 OR FEWER DAYS BEFORE CHECK-IN (INCLUDING CANCELLATIONS REQUESTED THE DAY OF OR AFTER YOUR ARRIVAL) ARE NOT GRANTED A REFUND. PLEASE KNOW THAT REFUNDS TAKE 5-10 BUSINESS DAYS TO PROCESS BACK TO YOUR ACCOUNT, DEPENDING ON YOUR FINANCIAL INSTITUTION. IF YOU HAVE ANY QUESTIONS ABOUT OUR CANCELLATION POLICY, PLEASE REACH OUT ANY TIME 24/7 AT +1 (415) 854-9029.

HOW DO I GET A COPY OF MY FOLIO, OR WHOM DO I SPEAK TO WITH QUESTIONS ABOUT MY FOLIO?

FOR INQUIRIES REGARDING YOUR FOLIO, OR TO RECEIVE AN EMAILED COPY OF YOUR FOLIO, PLEASE EMAIL EVERYONEWELCOME@THEHOTELCASTRO.COM

HOW MUCH DO YOU HOLD ON MY CREDIT CARD AT CHECK-IN?

IF YOU BOOKED YOUR RESERVATION DIRECTLY THROUGH OUR WEBSITE, YOU WILL BE CHARGED THE FULL RESERVATION AMOUNT AT THE TIME OF BOOKING.

DO YOU HAVE ANY SPECIAL OFFERS OR PACKAGES AT YOUR HOTEL?

WE DO! PLEASE VISIT OUR OFFERS PAGE, STUFF, FOR MORE INFORMATION ABOUT OUR CURRENT OFFERS.

CAN I MAKE SPECIAL REQUESTS?

YES. PLEASE EMAIL EVERYONEWELCOME@THEHOTELCASTRO.COM TO REACH OUT TO US WITH POTENTIAL SPECIAL REQUESTS.

WHAT IS DIGITAL SERVICE?

DIGITAL SERVICE IS A GENERAL TERM FOR THE WORK DONE BEHIND THE SCENES THAT YOU DON’T SEE LIKE THE CLEANING OF ROOMS. WE HAVE ADOPTED THIS TERM FOR OUR OVERALL BUSINESS MODEL AS WE DO NOT HAVE FULL-TIME STAFF ON SITE AT OUR LOCATION. INSTEAD WE GO ABOVE AND BEYOND TO MAKE SURE EVERYTHING IS CRYSTAL CLEAR FROM YOUR CHECK-IN TO YOUR CHECKOUT. EVEN IF WE ARE NOT ON-SITE, WE ARE ALSO A QUICK TEXT AWAY TO ANSWER ANY OF YOUR ISSUES OR CONCIERGE NEEDS.

WHY IS A BACKGROUND CHECK REQUIRED IN ORDER TO CHECK IN?

SAFETY IS FUNDAMENTAL TO KASA, OUR INVISIBLE SERVICE PARTNER. GUESTS ARE REQUIRED TO SUBMIT A VALID GOVERNMENT ID AND A PROFILE PHOTO FOR IDENTITY VERIFICATION AND FRAUD PREVENTION. GUESTS ARE ALSO SUBJECT TO A BACKGROUND SCREENING, WHICH INCLUDES A CRIMINAL HISTORY CHECK. THIS PROTECTS AGAINST IDENTITY THEFT AND FRAUD AND IS ALSO FOR THE SAFETY OF OTHER GUESTS AND NEIGHBORS IN THE COMMUNITY. MORE INFORMATION CAN BE FOUND IN KASA’S GUEST ACCOMMODATION AGREEMENT UNDER IDENTITY VERIFICATION AND BACKGROUND SCREENING.

WHAT IS THE VIRTUAL FRONT DESK?

THE VIRTUAL FRONT DESK IS YOUR ONE-STOP LOCATION FOR EVERYTHING YOU’LL NEED FOR YOUR STAY. ONCE YOU HAVE MADE YOUR BOOKING WITH US LOCATE THE VIRTUAL FRONT DESK, BY VISITING HTTPS://GUEST.KASA.COM. USE YOUR MOST RECENT CONFIRMATION NUMBER AND CHECK-IN DATE TO LOG IN. ON THE HOME PAGE, YOU’LL FIND ACCESS TO YOUR CHECK-IN AND CHECKOUT INSTRUCTIONS, THE ABILITY TO REQUEST AN EXTENSION OR LATE CHECKOUT, THE ADDRESS OF THE PROPERTY YOU ARE STAYING IN, AND THE WIFI CREDENTIALS. ACROSS THE TOP NAVIGATION BAR, YOU’LL FIND THE BUILDING AMENITY GUIDE, A HELP SECTION, AND THE GUEST ACCOMMODATION AGREEMENT, WITH THE HOUSE RULES AGREED TO AT BOOKING. THE HELP SECTION WILL GIVE YOU ACCESS TO OUR LIVE CHAT, CONTACT NUMBER AND EMAIL, AND OUR MISSING ITEMS AND MAINTENANCE FORMS. EVERYTHING YOU’LL NEED FOR A SUCCESSFUL STAY CAN BE FOUND IN THE VIRTUAL FRONT DESK! IF YOU HAVE ANY FURTHER QUESTIONS, PLEASE FEEL FREE TO EMAIL OUR 24/7 GUEST EXPERIENCE TEAM AT EVERYONEWELCOME@THEHOTELCASTRO.COM, OR TEXT OR CALL AT +1 (415) 854-9029 AND WE WOULD BE HAPPY TO ASSIST YOU!

DO YOU HAVE COMPLIMENTARY WIFI?

YES, WIFI IS COMPLIMENTARY THROUGHOUT THE PROPERTY.

DO YOU HAVE A GYM?

WE DO NOT HAVE A GYM ON-SITE, BUT WE DO HAVE PARTNER RELATIONSHIPS WITH SEVERAL LOCAL GYMS AND FITNESS OPTIONS CLOSE BY. TO LEARN MORE, PLEASE VISIT OUR COMMUNITY POWERED PAGE.

DO YOU OFFER PARKING?

WE DO NOT OFFER PARKING WITH YOUR STAY. WE RECOMMEND USING SPOTHERO APP TO FIND REAL-TIME PARKING SPACES IN THE AREA. YOU CAN USE THE APP TO PURCHASE THESE SPACES FOR THE LENGTH OF YOUR STAY.

IS THE HOTEL CASTRO PET-FRIENDLY?

AT THIS TIME, WE ARE NOT ACCEPTING RESERVATIONS WITH PETS, THESE RESTRICTIONS DO NOT PERTAIN TO EMOTIONAL SUPPORT OR SERVICE ANIMALS. SERVICE ANIMALS AND EMOTIONAL SUPPORT ANIMALS ARE WELCOME SUBJECT TO KASA’S TERMS AND CONDITIONS PLEASE FEEL FREE TO CHAT WITH OUR TEAM FOR ANY FURTHER QUESTIONS YOU MAY HAVE.

MAY I HAVE AN EARLY CHECK-IN?

WE LOVE TO ACCOMMODATE EARLY CHECK-IN REQUESTS FOR NO ADDITIONAL FEE WHENEVER POSSIBLE! OUR ABILITY TO DO SO IS BASED UPON AVAILABILITY. TO REQUEST AN EARLY CHECK-IN, YOU MAY DO SO ON YOUR VIRTUAL CHECK-IN FORM. LET US KNOW THE TIME YOU WOULD LIKE TO ARRIVE AND WHY. THE EARLIEST POSSIBLE CHECK-IN TIME THAT WE CAN ALLOW IS 12 PM WITH NO EXCEPTIONS. EARLY CHECK-INS ARE PROCESSED 48 HOURS BEFORE YOUR SCHEDULED CHECK-IN DATE, AND WE ARE UNABLE TO PROCESS ANY REQUESTS AFTER THAT TIME. IF YOU HAVE FORGOTTEN TO REQUEST AN EARLY CHECK-IN ON THE VIRTUAL CHECK-IN FORM, OR YOUR PLANS HAVE CHANGED AND IT IS PRIOR TO THE 48-HOUR CUT-OFF, PLEASE LET US KNOW, AND WE CAN HELP YOU PLACE YOUR REQUEST. YOU WILL BE NOTIFIED AFTER 8 PM 48 HOURS BEFORE CHECK-IN IF YOUR REQUEST WAS APPROVED OR DENIED. IF YOU HAVE ANY QUESTIONS, OR ARE UNABLE TO COMPLETE THE REQUEST, PLEASE REACH OUT BY PHONE OR TEXT AT +1 (415) 854-9029.

DO YOU HAVE A LUGGAGE STORAGE ROOM IF MY ROOM IS NOT READY?

WE DO NOT HAVE ON-SITE LUGGAGE STORAGE AT THE HOTEL CASTRO. WE RECOMMEND CHECKING OUT OTHER RELIABLE STORAGE SOLUTIONS SUCH AS LUGGAGEHERO SIMPLY VISIT THEIR SITE, AND TYPE IN SAN FRANCISCO AS YOUR DESTINATION CITY. UNTIL YOU’RE CHECKED IN, WE ALSO INVITE YOU TO ENJOY OUR LOBBY BAR.

DO YOU PROVIDE 24-HOUR ROOM SERVICE?

YES. ROOM SERVICE AND OTHER STUFF THAT CAN BE PURCHASED IS AVAILABLE AT STUFF WE ALSO OFFER ELEVATED DRINKS AND BITES IN OUR LOBBY BAR.

I THINK I LEFT SOMETHING IN MY ROOM – WHO CAN I CALL?

WE’RE SORRY TO HEAR THAT YOU LEFT SOMETHING BEHIND AT CHECKOUT. OUR TEAM IS COMMITTED TO DOING OUR VERY BEST TO REUNITE YOU WITH YOUR LOST ITEM. IN ORDER FOR OUR TEAM TO MOST EFFICIENTLY SEARCH FOR YOUR ITEM, WE ASK THAT YOU PLEASE FOLLOW THE LINK LOST AND FOUND AND SUBMIT THE INFORMATION REQUESTED. ONCE COMPLETED, THIS INFORMATION IS SHARED WITH OUR ON-SITE TEAM SO THAT THEY MAY WORK TO FIND YOUR BELONGINGS. WE APPRECIATE YOUR ASSISTANCE AND KINDLY ASK FOR YOUR PATIENCE, AS THIS PROCESS MAY TAKE UP TO 72 HOURS FOR A RESPONSE. OUR TEAM WILL FOLLOW UP WITH YOU IF WE FIND A MATCH FOR YOUR REPORTED ITEM! PLEASE NOTE, IF YOU WOULD LIKE FOR THE ITEMS TO BE RETURNED VIA MAIL, WE WILL CHARGE A MINIMUM OF $60 FOR SHIPPING AND HANDLING OF FORGOTTEN ITEMS. PLEASE UNDERSTAND THAT THE COMPANY ASSUMES NO LIABILITY FOR LOST, MISPLACED, STOLEN, OR DAMAGED BELONGINGS, INCLUDING ANY BELONGINGS WHICH ARE LEFT IN THE ROOM AFTER CHECKOUT. IF YOU HAVE LEFT SOMETHING BEHIND WHICH CANNOT BE SHIPPED, SUCH AS MEDICATION, PLEASE GIVE OUR TEAM A CALL AT +1 (415) 854-9029 FOR FURTHER ASSISTANCE.

I HAVE ADDITIONAL QUESTIONS?

PLEASE CALL US AT +1 (415) 854-9029 OR EMAIL US AT EVERYONEWELCOME@THEHOTELCASTRO.COM FOR MORE INFORMATION

FAQ