(Frequently Asked Questions)


Keystone House Hostel offers a kitchen facility where you can prepare your own breakfast that is included in the price of your room. There are also much local coffees situated nearby.

Linen, Sleeping Bags and Towels

Bed linen (sheets, duvet covers & pillowcases) are included in the price. Towels are available at reception for a small extra charge (£5).

London Underground (LU) Rooms

If you are booking one of our popular LU Rooms, your attention is drawn to the fact these rooms are at basement level with no windows and some environmental noise from the nearby underground lines. The rooms benefit from having close proximity to multiple shower and toilet facilities but please ensure you are comfortable with the layout of these rooms before bookings.

Hair Dryers

Hair dryers can be borrowed from reception free of charge.


Lockers are available in all dorm rooms free of charge. All you need is a padlock or you can purchase one at reception. There are also safe deposit boxes in reception available for £2 a day.


Keystone House is equipped with three-pin UK plugs. International adaptors can be purchased at our hostel reception for £5.

Methods of Payment

Upon arrival full payment is required. Accepted methods of payment are cash (British Sterling) or all major credit or debit cards. We cannot accept American Express credit cards, Euros or any other currencies for payment.

Lost Room Keys

If in the event a guest loses there room key a charge of £6 will be apply.

24/7 Reception

For your convenience Keystone House Reception is open 24/7. Our friendly staff are always happy to help with any questions or directions.

Check-In and Check-Out Times

Check in starts at 2pm and check out is at 10 am. If you would like to sleep in a late check out at 12pm can be purchased at reception for £5 per person.


Parents or guardians and family members with children under 18 have to book the whole room. Minors under the age of 18 have to be accompanied by an adult guardian or parent and they cannot stay in a dorm room.

Luggage Storage

Secure luggage storage is available free of charge before check in. After check out storage is subject to availability, and fees of £5.00 per item per day apply. For the welfare of our guests we have tightened security measures and all luggage storage is subject to inspection and availability. Also all luggage needs to be collected before 12pm on the same day.

Keystone House reserves the right to open any package or item left in our possession and have it inspected by authorities if required to do so. Items held in our facility will only be released to the person who we can identify as having left it in our possession or someone in possession of the storage receipt. Keystone does not accept any liability for any single item of greater value than £50 per individual item or £150 for any single claim. Keystone House reserves the right to refuse luggage storage.

Access to the Building

When you enter the building you will need to present your key fob to the panel adjacent to the door by which you seek entry to the building. There is one to reception, the back staircase to the rooms and the door leading from the roof terrace. The key fob will allow you access for 24 hours of the day (except to roof terrace 11.00pm closed) for the duration of your stay.

Nearby shops and facilities

There are Sainsburys & Tesco supermarkets one minute’s walk from the hostel. It offers a wide selection of groceries, toiletries and other goods. Exit the hostel take a right onto Caledonian Road, walk for about one minute and you’ll find Tesco on your left hand side. There is a wide range of restaurants, bars, coffee shops and amenities all within close walking distance of Keystone House.

No Pets Allowed

Keystone House cannot accept pets. Failure to comply with these terms lead to termination of the booking and room charges for the first night of accommodation will apply.



When you arrive at Keystone it is important you make yourself familiar with the fire exits and procedures of the building, which can be found on the walls by every exit.

Smoking & Fire

Is not permitted anywhere in the building itself according to UK law. You may smoke anywhere outside including the roof terrace itself (accessible via Scottish stores) which is open until 11 pm daily. Please ensure you are careful with any lighting equipment e.g. matches and be vigilant to ensure that fire doors remain shut and any damaged electrical equipment or fire risks are reported immediately.


You can activate the alarm by pushing the buttons on fire exits. If you hear an alarm, please vacate the building immediately. You do not need your key fobs as there are door release buttons on every fire exit (these will also activate the alarm). Our meeting point is top end of Omega Place. Do not stop to collect any personal belongings except something to keep you warm where necessary and or practical (i.e. on the way out only). Once out of the building do not re-enter under any circumstances until instructed to do by the management of the building. Please also do not wander off as we need to know you have left the building in our ‘roll call’. If you know someone is stuck in the building, advise the management immediately. There is a fire alarm test carried out every Tuesday at 11 am.



 Please be aware of the individual room types avaialbe at Keystone Hostel.

Rooms labelled BASIC are in our LU section of the Hostel and have NO WINDOWS.

Rooms labelled Private en-suite Standard or Double bed en-suite Deluxe are inner cabin rooms an have NO WINDOWS.

Please ensure you read our terms & conditions for the hostel, I would like to draw your attention to our cancellation policy:

Notice given Amount you must pay
15 days or more No Refund on initial booking deposit
2-14 days 70% of the full Booking cost will be charged
Less than 48Hrs or No-Show – Full Booking Cost will be charged


Roof Terrace, Free WIFI,  24Hr Reception, Kitchen/Common Room, Late Check-out, Secure Luggage Storage.



For a complete listing of events during your stay please visit: www.visitlondon.com/things-to-do/whats-on

The admission is Free and makes for a great day out!

  •  Come to Camden Market and lose yourself wandering the curious cobbled pathways. Each one rich with history, lined with an assortment of over 700 independent market stalls, open 7days!

Just take the northern line from kings cross to Camden Town in 10mins!

  •  The Popular London Eye attraction is situated on the south bank opposite the Houses of Parliament prices start from £19.35
  •  Take the high speed train from St Pancras to Canterbury in less than an hour, visit the quaint little shops, cobbled streets or marvel the architecture of the historic Cathedral.

Like Shopping?

  • Harrods in Knightsbridge is a must see, with over 7 floors, 330 departments and 27 eateries it’s not for the faint hearted!
  • For a luxury splurge London’s famous Bond Street is Home to some of the world’s most prestigious retailers including Chanel, Jimmy Choo, Louis Vuitton and Tiffany & Co!


Getting around London from the Hostel couldn’t be easier!

King’s Cross St Pancras links six London Underground lines with two national mainline train stations and international high speed rail.                 Pick up a Visitor Oyster Card, it’s a pay-as-you-go smartcard which can be used to pay for all public transport in London. Which has some great discounts at top London retailers, 20% off food and drink at Planet Hollywood, 2-4-1 entry to west end shows and many more!



Keystone House Hostel supports Team Margot’s charity and has a double en-suite room fully decorated with information on the cause, proceeds from the booking of this room go directly to helping Team Margot in their quest to help raise awareness of the benefits of stem cell donation. To date Keystone House has helped raise over £2,000 for this very worthy cause.

In 2013, 14-month-old Margot Martini was diagnosed with blood cancer and required a bone marrow transplant (also known as a stem cell transplant) to stand the best chance of survival.

Margot eventually found a “suitable” donor match and received her bone marrow transplant in February 2014. Unfortunately, Margot’s Leukaemia was extremely aggressive. She relapsed during that summer and passed away, aged 2 years and 2 months, on the 27 October 2014.



The Brill UK LLP  trading as Keystone House Hostel whose registered office is at 58 Queen Anne Street, London, W1G 8HW   Registered Number OC338731 (we’ or ‘us’).

1. General

1.1In these terms and conditions “beds”, “night stays” or “booking(s)”,  means the accommodation in The Brill’s “Keystone House Hostel” located at 272-276 Pentonville Road, London N19JY;

“Customer” means any customer who makes or is making a booking with the The brill’s “Keystone House” Hostel;

“Group” means a group of 5 or more people staying at “Keystone House”

“Escape to” means the rental of the entire Hostel by one Group;

“Writing” means letter, fax or email;

“Keystone House Hostel” means the The Brill UK LLP ;

“you” means the customer submitting a booking;

“Youth Hostel” means a hostel run by the The Brill LLP as ‘Keystone House Hostel’;
1.2 The contract for the supply by us of accommodation and (where applicable) other related services (“Contract”) will be formed when we accept your order and we receive from you the appropriate deposit in cleared funds.
1.3 Your Contract cannot be amended unless confirmed by an authorised representative of KEYSTONE HOUSE HOSTEL and yourself.
1.4 These conditions and any matters referred to by us, form the entire understanding between you and us and supersede any prior promises, representations (unless fraudulent) or undertakings.
1.5 Any omission or error in any sales literature, web page or site, order form, quotation, price list, order acknowledgement, despatch note, invoice or other document issued by us may be corrected by us without liability. We will advise you of any changes at the time of booking or as soon as is reasonably possible thereafter.
1.6 The provisions of the Contracts (Rights of Third Parties) Act 1999 are expressly excluded from the Contract so that no third party may claim any rights under this contract.

2. Making a Booking
2.1 Bookings to stay at the Hostel may be made by telephoning the bookings team at the Keystone House Hostel or, where directed in the KEYSTONE HOUSE HOSTEL’s brochure, by telephoning the KEYSTONE HOUSE HOSTEL Contact Centre, on 020 7837 6444
2.2 All bookings made by telephone, fax or other forms of distance communication are made subject to these terms and conditions and the person placing the booking warrants that he/she has the full authority to do so on behalf of all the persons they are making a booking for, and confirms that all such persons are aware of and accept these conditions.
2.3 Before your booking is confirmed and the Contract comes into force KEYSTONE HOUSE HOSTEL reserves the right to increase or decrease prices PROVIDED THAT we notify you in writing in good time prior to delivery of such price increases/decreases and you may cancel your order within 7 working days of this notice if you are unhappy with the price increases/decreases.
2.4 All bookings are subject to availability and KEYSTONE HOUSE HOSTEL reserves the right to decline any booking at its discretion.


3. Payment
In order to secure your booking you must pay us the appropriate deposit, as set out below: –
3.1.1 for non group bookings made via the KEYSTONE HOUSE HOSTEL Contact Centre or KEYSTONE HOUSE HOSTEL Website, full payment is required to secure your booking;
3.1.2 for non group bookings made at the hostel, full payment is required to secure your booking.
3.1.3 for Group bookings (including multi hostel bookings) made more than six months in advance a deposit of £10 per person, per hostel is required as an initial deposit. A further deposit of 25% of the full cost of the booking is required 6 months prior to your arrival date. The balance must be paid 8 weeks before your arrival date;
3.1.4 for Group bookings less than six months in advance of your arrival date a deposit of 25% of the full cost of the booking is required. The balance must be paid 8 weeks before your arrival date.
3.2 Payments shall be made in such format as we may agree with you when you place an order.
3.3 If any payment under these terms and conditions is overdue, then without prejudice to our other rights and remedies we may cancel your booking; and/or we may suspend the supply and/or deliveries of any other services being provided to you by KEYSTONE HOUSE HOSTEL.
3.4 Deposits payable under clause 3.1 are non-refundable in the circumstances set out in clause 7.

4. Group Bookings
All Groups must have a minimum leader / participant ratio of one leader for every ten participants. Mixed sex groups must have leaders of both sexes. Group leaders accompanying the Group are responsible for the discipline and behavior of their Group. Group leaders are responsible for all damage caused by their action or the actions of those in their group. If any Group is given sole use of a The Keystone House Hostel it shall not offer for sale to the general public or publicly advertise the sale of Hostel facilities or services without the prior written agreement of KEYSTONE HOUSE HOSTEL.

5. If you change your booking – non Group bookings
5.1 Changes requested from the date your booking is made will be treated as cancellations (see clause 7 below).
5.2 If you wish to change a confirmed reservation (e.g. changes in dates of visit or changes in numbers of people booked) such changes are subject to the availability of a suitable alternative and are subject to any additional costs incurred in making changes to accommodate your request.
5.3 We will inform you of the amount of any additional costs when you request your changes and shall agree such costs with you.

6. If you change a Group booking
6.1 Subject to availability, you may change a Group booking or date up to 6 months before your arrival date.
6.2 If, less than 6 months before your arrival date, you wish to change a Group booking such a change shall be treated as a cancellation and shall be subject to our standard cancellation charges below (see clause 7 below).
6.3 A Group booking can decrease its numbers by up to 10% up to 28 days before arrival, without incurring cancellation fees. Thereafter any additional decreases in Group numbers will be subject to our standard cancellation charges. Changes are subject to availability.
6.4 All changes shall be subject to the availability of a suitable alternative.

7. If you cancel your booking
7.1 All cancellations are subject to a cancellation charge.
7.2 Cancellation charges for all Group/long stay bookings, where less than 56 days notice is given are set on the sliding scale below. (For non-group cancellation charges see clause 7.4). All cancellation charges are calculated from the day written notification is received by KEYSTONE HOUSE HOSTEL. These charges are based on how many days before the date of the first night of your stay we receive your cancellation notice. These charges are based on the total cost of your stay.

No. of days Amount you must pay
More than 56 days Any deposit received
55 – 28 days 50% of the total cost of your stay
27 – 15 days 70% of the total cost of your stay
14 days or less The total cost of your stay

7.3 Group Bookings for the entire Hostel availability will be negotiated on independent terms which will be confirmed in writing.  Where no such writing exists between “Keystone House Hostel” and the “customer” the terms as identified in 7.2 shall prevail.
7.4 Cancellation charges for non-Group bookings are based on how many hours before the first night of your stay we receive your cancellation notice. The first night of your stay is defined as starting at 5pm. Cancellation charges are based on the total cost of your stay and are applied using the sliding scale detailed below.

Notice given Amount you must pay
15 days or more No Refund on initial booking deposit
2-14 days 70% of the full Booking cost
Less than 48Hrs or No-Show Full Booking Cost

7.5 Promotional offers applies throughout the offer period to one night or more stays at any participating KEYSTONE HOUSE HOSTEL (England & Wales) LTD all reservations are paid prior to arrival. Promotional offers and any other additional products or services included in this offer are non-cancellable, no amendments, refunds can be made and offers are non-transferable. Offers are available at selected locations only and are subject to availability. Advertised rates are inclusive of VAT.  This does not affect your rights should KEYSTONE HOUSE HOSTEL cancel your booking wherein the clause set out in clause 8 applies.

8. If we change your booking
In the unlikely event it becomes necessary to change your booking, in total or in part, KEYSTONE HOUSE HOSTEL will inform you as soon as is reasonably possible of any necessary changes. You shall have the choice of: accepting the changed arrangements; or purchasing another booking from KEYSTONE HOUSE HOSTEL (and paying or receiving a refund in respect of any differences); or cancelling your booking and receiving a full refund of all payments made.

9. Delay or Failure to Perform
We shall not be liable to you if we are prevented or delayed in the performing of any of our obligations to you if this is due to any cause beyond our reasonable control including (without limitation): an act of God, explosion, flood, fire or accident; war or civil disturbance; strike, industrial action or stoppages of work; any form of government intervention; a third party act or omission; failure by you to give us a correct delivery address or notify us of any change of address.

10. Our liability to you
10.1 KEYSTONE HOUSE HOSTEL shall ensure that the accommodation and /or other services you order from us are in accordance with these terms and conditions and shall be performed by us with reasonable skill and care.
10.2 Where an element of your booking is not provided as stated in clause 10.1 you must notify us within 28 days of the alleged breach. We shall then investigate the matter and reserve the right to offer a full refund as a maximum compensation which shall be considered full and final of the cost of your order (or, where appropriate, the relevant section of it) less any fees charged for changes requested by you; or a free stay to the equivalent value of the services complained of, where such dates are agreed in writing by us.
10.3 We will not be liable to you by way of representation (unless fraudulent), common law duty or under any express or implied term of the contract for: any losses which are not foreseeable by both you and us when the Contract is formed arising in connection with the supply of the services or their use by you; any losses which are not caused by any breach by us; business or trade losses.
10.4 Our entire liability in connection with the Contract will not exceed the purchase price of the services booked less any amendment charges paid to us.
10.5 Except in relation to death or personal injury caused by our negligence KEYSTONE HOUSE HOSTEL’s liability remains, at all times, limited to the value of the services booked, excluding any amendment charges paid to us.

If your behaviour is deemed to be unacceptable or causes damage your booking may be terminated and you may be asked to leave KEYSTONE HOUSE HOSTEL premises. Any access key fob or key will be retained pending further enquiry. No whole or part refunds will be made under these circumstances

12. Governing Law and Jurisdiction
The contract is subject to English law and the exclusive jurisdiction of the English Courts.

13. Your Information
We shall only store and use the information you supply to us for the purposes of carrying out our contract with you and to collect valuable feedback about how satisfied you were with the services provided.  If you do not wish to receive requests for your feedback, please let us know by: emailing us at reception@keystone-house.com; or telephoning us on 02078376444; or writing to us at the address noted above.

In the event that you’re required to leave Keystone House Hostel by our request due to what we consider to be unacceptable behaviour you will not now or at any future period be able to stay at KEYSTONE HOUSE HOSTEL (on the grounds of unacceptable behaviour), your personal details will be shared with all hostels or associations we belong to, to ensure that you are not permitted to stay in the future.