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.
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.
YES, EVERYONE IS WELCOME AT THE HOTEL CASTRO, WE JUST HAVE ONE REQUEST
#STAYSTYLISH!
OUR ROOFTOP, THE NEST, IS OPEN TO REGISTERED HOTEL GUESTS FROM 8AM –
10PM DAILY.
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.
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.
IF YOU BOOKED YOUR RESERVATION DIRECTLY THROUGH OUR WEBSITE, YOU WILL
BE CHARGED THE FULL RESERVATION AMOUNT AT THE TIME OF BOOKING.
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.
YES, WIFI IS COMPLIMENTARY THROUGHOUT THE PROPERTY.
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.
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.
