Question 1

1. Confirmation and payments

Accepted Answer

Bookings are confirmed in real time and your credit card is debited according to the selected rate; extra charges such as key deposits may be payable on arrival. Fully flexible or standard rate: full stay charged on arrival day; full refund or cancellation until 2pm on day of arrival. Non-refundable rate: full stay charged at booking; bookings are non-refundable and non-transferable. YHA Explorer app bookings are subject to the app's own Terms of Use. Specials and packages including weekly rates: full stay charged at booking; non-refundable unless stated on the booking page, including YHA Thredbo ski season and YHA Sydney Harbour Vivid and New Year's Eve bookings; promotional rates may be excluded from Stay More, Save More discounts. Only one discount or promotional code per booking. Credit card details are stored securely via third-party tokenisation; full card details are never stored in YHA systems. Tokenised details are shared with the PMS for authorised charges; only last four digits and expiry are visible. Tokens are retained up to two years and purged automatically; deletion can be requested after your stay if no upcoming reservation.

Question 2

2. Arrival and staying

Accepted Answer

Check reception hours and contact the property at least 24 hours ahead if arriving outside opening hours. All guests must provide valid government-issued photo ID at check-in or the booking may be cancelled. Profile photos are required for shared rooms or private rooms with shared bathrooms for safety and security; without a photo we cannot accommodate you. Private rooms with ensuite still require photo ID. You must comply with house rules. YHA provides short-term traveller accommodation with a 14-night maximum stay per property, after which you may be unable to return for up to 30 days; properties are not for long-term or permanent use. Properties are designed for travellers and generally do not accommodate people with a residential address in the same local government area; policies vary so contact the property before booking. Group accommodation for 10 or more people should be booked with the Groups team.

Question 3

3. Age

Accepted Answer

Guests under 18 must travel with a responsible adult such as a parent, guardian, step-parent, grandparent, sibling, spouse over 18, or another adult who could reasonably supervise the minor. See YHA's Child Safety Policy for full details. Under-18s must never be booked or stay in co-living shared rooms; book a private room and supervise children at all times on property. Some properties with licensed bars require under-18s to be accompanied by a parent or legal guardian in those areas. Children under two may stay free in private rooms, not shared rooms; some properties have cots—contact the property before arrival.

Question 4

4. Wheelchair access

Accepted Answer

Only some properties are suitable for wheelchair access. Check property information or contact the individual property directly before making an online booking.

Question 5

5. Membership

Accepted Answer

YHA or HI membership is not required to book at any YHA property in Australia. If you are not already a member, YHA Australia membership is included with your first night's stay. Membership is valid for two years from the month of your first Australian YHA stay and renews automatically unless you have not stayed in a YHA property in the past 24 months. If you do not receive a welcome email and want a digital membership card, email membership@yha.com.au.

Question 6

6. Cancellations

Accepted Answer

Cancellation terms vary according to the rate purchased. To cancel, contact the property by phone or email, or the central reservations team on 1800 942 386 or stay@yha.com.au. Allow 7–10 business days for refund processing; all refunds go to the original credit card. Bookings via partners such as booking.com, Expedia or HostelWorld must be cancelled through the partner; YHA cannot refund on the agent's behalf. Additional terms may apply for peak or event periods with minimum stays, including sporting, art or music events, ski season and New Year's Eve. No-shows without prior cancellation may result in booking cancellation, resale of the room and a cancellation fee. Contributions to the Sustainable Properties Fund cannot be refunded.

Question 7

YHA Privacy Statement

Accepted Answer

YHA Ltd collects and handles personal information under our Privacy Policy to provide and administer memberships, travel products, bookings, payments, check-ins, cancellations and related information. Without your information we may be unable to provide services. If you are outside Australia, information will be transferred to Australia with your consent. We may disclose information to travel deal operators, competition sponsors and partners, Hostelling International when you become a member, and service providers with servers overseas in Europe, the USA and UK. If providing information on behalf of others you confirm authority and that they have been given this policy. You may access, update, correct or delete personal information we hold. See our Privacy Policy at the site privacy page for full rights and contact details.