FAQ - Frequently Asked Questions

Please read our cancellation and refund policy, where it explains everything you need to know to cancel a booking in one of our hotels and what are the conditions to request a refund.

In some cities, guests are required to pay a city tax, please find details of city tax for each property below:
 

Property	City Tax / Resort Fees
Generator Amsterdam	7% of booking value + €3 per person/night
Generator Barcelona	€3.03 per person per night, up to 7 days and only for adults above 17 year’s old. Children under 17 are exempt
Generator Berlin Alexanderplatz	5% of booking value
Generator Berlin Mitte	5% of booking value
Generator Berlin Prenzlauer Berg	5% of booking value
Generator Copenhagen	No City Tax
Generator Dublin	No City Tax
Generator Hamburg	2% of booking value
Generator London	No City Tax
Generator Madrid	No City Tax
Generator Miami	Private room: Resort fee $28 USD per room per night        Bed in dorm: Resort fee $6 USD per room per night
Generator Paris	€1 per person per night. Under 18 years old are exempt
Generator Rome	€3.50 per person per night, for a maximum of 7 nights. Children under 10 years old are exempt
Generator Stockholm	No City Tax
Generator Venice	€2 per person per night - in January €1.40 per person per night. Children under 10 are exempt. Children from 10 to 16 years old pay half price per person per night
Generator Washington	Private room: Resort fee $25 USD per room per night        Bed in dorm: Resort fee $5 USD per room per night

If you've chosen to pay for your booking when you arrive, you can amend it by getting in touch with the hotel directly. If you paid for your booking in advance, the booking is non-refundable and cannot be cancelled or amended.

Go to our offers page to find all our available promotions and discount codes.

No. You'll need to have a credit or debit card to guarentee your booking.
If you have booked on an advance purchase rate, you must present the card with which you paid at check in. We may also require a valid payment card upon check in for other bookings.

If you have booked on an advance purchase rate, you must present the card with which you paid at check in. We may also require a valid payment card upon check in for other bookings.

Yes, you can pay cash at check in. Just bear in mind you'll need a debit or credit card to guarantee your booking. 

NOTE: Payments in Amsterdam, Berlin Alexanderplatz and Stockholm are by card only.

Don't worry, just get in touch with the hotel directly and give them your full name and date of arrival.

It all depends on availability. Get in touch with the hotel directly to check. 

Reservations for 10 people or more will be considered group bookings. Special group terms and conditions will apply (please contact our team for more information).
Please refer to our group bookings page.

We'll always try our best to put you and your friends in the same room. If have booked separate beds, you can get in touch with the hotel to request it - however this will be subject to availability. You can make sure you will stay together by booking private dorms.

Minors are considered any persons under 18 in Europe and persons under 21 in the United States.
 
Accompanied Minor

• Minors accompanied by a legal guardian/parent are only allowed to book a private room.
• The legal guardian/parent must be allocated in the same room and if relationship status is not given, the completed parental consent form must be presented.
• If minors are part of a school group that has booked the entire dormitory, they can stay in a dorm.  

 
Unaccompanied Minor
Private room bookings by unaccompanied minors are only considered in the following countries with the necessary documents:
 
Denmark, Ireland and Germany unaccompanied minors from 16 to 18 years old, and the Netherlands unaccompanied minors from 17 to 18 years old.

• The parental consent form filled in and signed by their parents or a legal guardian. 
• Copy of the parents/legal guardian’s identification card

Parental consent form
 
All guests must present a valid photo ID and a credit card in order to complete the check-in procedure. Guests are also required to show the card they completed the payment upon arrival. 
 
Failure to adhere to this rule will result in automatic cancellation with no refund given.

Babies aged 2 years and younger can stay for free with their parents in private rooms. You can request for a baby cot before arrival, subject to availability. Simply get in touch with the local team.
 

Sure. Our reception's open 24 hours a day. Just give us a ring so we know you're still coming. 

Yes. Lockers are available, which you can rent for a small charge, depending on availability. They are charged according to locker size and the amount of time booked (1 hour, 6 hours, 24 hours).

 

PROPERTY	MEDIUM LOCKER
Generator Amsterdam	24 hours = €5
Generator Barcelona	24 hours = €5
Generator Berlin Mitte	24 hours = €5
Generator Berlin Prenzlauer Berg	24 hours = €5
Generator Copenhagen	24 hours = 60 kr
Generator Dublin	24 hours = €6
Generator Hamburg	24 hours = €4
Generator London	24 hours = £7
Generator Madrid	24 hours = €6
Generator Miami	24 hours = $10
Generator Paris	24 hours = €6
Generator Rome	24 hours = €5
Generator Stockholm	24 hours = 55 SEK
Generator Venice	24 hours = €5
Generator Washington DC	No Charge

All Generator properties have disabled access and fully accessible amenities. If you have any special requirements or need any help, get in touch with the local team directly. 

We are committed to ensuring that every guest gets to enjoy the full Generator experience, regardless of ability status. Generator Miami and Generator Washington DC are fully ADA-compliant.
 

All Generators are open to our guests: 24 hours a day, 365 days a year. If you’re staying with us, you always have access!

Go to our contact us page.

Late check-out runs until 1:00 pm for properties throughout the E.U. and until 2:00 pm for properties located within the U.S. while costs may vary per property. If you would like a late check-out please book through the website at the time of checkout or contact the property directly

We will look after your luggage for as long as you are staying with us. If you want yo leave your luggage before or after your stay, we recommend you to use our locker renting service. For any other arrangements, it is best you contact directly with the hotel.

Access the page of the hotel you would like to visit and check our directions and recommendations to get to the hotel.

If you’re coming by bus from El Prat Airport, get the AeroBus blue service, which goes from Terminal 1 and Terminal 2. It’s under €6 to Catalunya Square and it’ll only take 30 minutes. From there get on the Metro L3 line and head to Diagonal station.

From Nord Bus Station, catch the number 39 bus. Get out in Rossello-Bruc then walk one block and you’ll be at Generator Barcelona. Please contact ask.barcelona@staygenerator.com for any questions.

 

If you're coming from Schönefeld Airport by train, catch the S9 (which runs every 20 minutes) to Ostkreuz and change for the S5 or S7. Get off at Friedrichstraße station. The Generator Berlin Mitte is just a 15-minute walk from there.

If you're arriving by taxi, from Schönefeld Airport to the hotel should cost about €48.

If you’re coming by bus from Tegel Airport, take the 128 to Kurt-Schumacher-Platz and then take the U6 to Oranienburger Tor from there. We’re only a 5-minute walk from the station.

If you’re getting a taxi from Tegel Airport, it should cost about €28.

Please contact ask.berlinmitte@staygenerator.com for any questions.
 

If you're jetting into Schönefeld Airport, take the S9 from the airport to Treptower Park where you will change for S42 and get off at Landsberger Allee station.

If you're coming from Tegel Airport, take the TXL Bus to Beusselstraße, then change onto the S41 and get off at Landsberger Allee station. Buses and trains run every 7 to 10 minutes. Tickets for AB Zone are €2.80 and the journey takes about 30 minutes.

If you're coming from Hauptbahnhof, take tram M5 directly to Landsberger Allee.

If you're coming from Zentraler Omnibusbahnhof, take the S41 train and get off at Landsberger Allee station. The journey will take you about 28 minutes and cost €2.80 for a AB-Zone ticket.

Please contact ask.prenzlauerberg@staygenerator.com for any questions
 

If you're coming by train, get a Zone 3 ticket from the DSB ticket office or one of the machines. Hop on the M2 line and hop off at Kongens Nytorv. Then it’s a short walk from there to Generator Copenhagen.

If you're arriving at Copenhagen Central Station, catch a train to Nørreport station. You can walk from there to the Copenhagen hotel.

If you’re arriving by ferry, get the number 26 bus to Borgergade. You can buy tickets on the bus.

Make sure you buy the Copenhagen Card at our reception to get discounts and free access to loads of attractions.

Please contact ask.copenhagen@staygenerator.com for any questions
 

If you're arriving by bus, take the airlink 747 bus to the city centre. Catch it from outside both airport terminals every 15 minutes. It costs €7 for a single or €12 for a return. Get off at Ushers Quay and it’s a short walk to the Generator from there.

If you are taking a taxi from the airport it will take 25 minutes to get to the Dublin hotel and cost about €30.

Please contact ask.dublin@staygenerator.com for any questions
 

If you're coming by plane, take the S1 S-Bahn line from the airport. It’ll cost €3.10 and it’ll take 25 minutes. Get off at Hauptbahnhof station. It’s a short walk from there to the Generator.

If you're travelling by taxi from the airport, it’ll cost you around €30 and it’s a 20-minute drive to Generator Hamburg.

If you are coming from Central Station (Hauptbahnhof), take the Kirchenallee Exit and Generator is across the street!

Please contact ask.hamburg@staygenerator.com for any questions
 

If you're travelling from Stansted Airport, take the Stansted Express to Liverpool Street. Get on the tube and take the Central line to Holborn then change onto the Piccadilly line and get off at Russell Square. It’s a brief walk from there to the hotel. A single fare on the Stansted Express is £21.50 and the journey takes about 47 minutes.

If you're flying into Heathrow Airport, take the Piccadilly line to King’s Cross. Then it’s a 5-minute walk to Generator London. A single fair is £5.50 and it’ll take about an hour.

If you’re arriving into Gatwick Airport, take the Southern Railway or Gatwick Express to London Victoria station. From there, get on the tube and take the Victoria line to King’s Cross. Then it’s a 5-minute walk.

Please contact ask.london@staygenerator.com for any questions
 

From Madrid Airport by train, take the Nuevos Ministerios subway line 5 stops to Nuevos Ministerios. Then switch subway lines to Puerta Del Sur 1 stop to Plaza de España. It is then a 5 minute walk to Generator Madrid, located on Calle de San Bernardo, 2, 28013 Madrid, Spain.

From Madrid Atocha railway station, take the Pinar de Chamartin line 1 stop to Sol station. The take the Cuatro Caminos line 2 stops to Santo Domingo station. Then walk 1 minute to Generator Madrid.

Please contact ask.madrid@staygenerator.com for any questions
 

If you’re flying into MIA, take the 150 Airport Flyer directly to Generator Miami. They leave every 30 minutes, daily, from 6am-11pm and will drop you off just around the corner on 28th and Indian Creek Drive. The fare is $2.35 and exact change is required.

If you’re flying into Fort Lauderdale (FLL), catch the Tri Rail to MIA (about 30 minutes) and then follow the directions above. Trains leave at least once per hour, seven days a week.

If you’re catching a cab, expect to pay approximately $35 from MIA, and upwards of $75 from FLL.

Please contact ask.miami@staygenerator.com for any questions
 

If you're coming by taxi from the airport, it should cost around €40. If you're arriving by train, take the RER B to Gare du Nord station. Trains run every 6 to 15 minutes and it’ll take about half an hour. A one-way ticket is €9.75.

From Gare du Nord, it's 15 to 20-minute walk to Generator Paris. Or just hop on The Paris Métro Line 2 at La Chapelle and hop off at Colonel Fabien station.

If you’re using the bus, take the 350 to Gare de Paris-Est. Generator Paris is a 15-minute walk from the station.

Please contact ask.paris@staygenerator.com for any questions
 

If you’re coming by train from Fiumicino Airport (also known as Leonardo da Vinci Airport), a shuttle-train to Roma Termini station takes 30 minutes. The building is a 5-10 minute walk from there.

If you’re travelling from Ciampino Airport by bus, take a Terravision coach, which costs €4 for a single and €8 for a return. The coach will stop at Roma Termini station. Then it’s a 5-minute walk to Generator.

If you’re taking a taxi from Ciampino Airport to Generator it should cost around €35. From Fiumicino Airport it should cost you €48.

Please contact ask.rome@staygenerator.com for any questions
 

When you arrive at Central Station (T-Centralen) take the main exit onto Vasagatan. You will then head north past the Radisson Blu Viking hotel until you come to Norra Bantorget (about 500 meters from Central Station).

Cross the road diagonally over the park to the left passing the Clarion Sign Hotel. You will now be at Torsgatan. Continue on Torsgatan for another 150m and you will reach us on the right hand side just after the Tiger of Sweden store! The total journey should take 10 minutes.

Please contact ask.stockholm@staygenerator.com for any questions
 

If you're travelling by bus then ferry, take the ATVO to Venice Piazzale Roma. It’s a 20-minute journey from Marco Polo Airport and 40 minutes from Treviso Airport. At Piazzale Roma, walk to Vaparetto and take either the number 2 or number 4.1 to Giudecca Island and get off at Zitelle.

If you're feeling flush and you're coming by water taxi, it’ll cost around €100 one way from the airport and it can hold up to 4 people. The journey to Generator Venice takes 40 minutes.

If you’re arriving into Venezia Santa Lucia station, you’ll find the Vaporetto stop right outside the station. Take the either the number 2 or number 4.1 and get off at Zitelle. The hotel is then 100 metres away on your right-hand side.

Please contact ask.venice@staygenerator.com for any questions
 

If you’re coming from Ronald Reagan Airport (DCA) you can pre-book a ticket for the Metro Express for $20 one way, catch a cab for about $18, or use the subway service for $3.50.
 
From Dulles International (IAD) you can pre-book an Airport Express or Blue Van for $35 one way. Cabs will cost around $71.

Parking:
Please contact ask.washingtondc@staygenerator.com to reserve a parking space for a small fee.
0-4 hours: $23.60 ($20 plus 18% tax)
4-24 hours: $47.20 ($40 plus 18% tax)
 

In our European properties, all of our private single, twin and king rooms come with towels. You can rent or buy a towel from reception for a small charge.

All rooms in Generator Miami and Generator Washington DC come with towels.

The beds and bunks in our single, twin and dorm rooms are all standard single-size. Otherwise, you can get a king- or queen-sized bed, depending on the property.

All our properties are dog-friendly, however certain conditions apply:
•    Dogs are NOT allowed in shared rooms or in our public areas. This does not apply to service animals.
•    Service animals stay for Free in all our properties.
•    ​There is a limit of 1 dog per room.
 

PROPERTY	PET FEE	ANIMALS ACCEPTED
Generator Amsterdam	€ 25.00	Dogs only under 75lbs./ 34kg
Generator Barcelona	€ 25.00	Dogs only under 75lbs./ 34kg
Generator Berlin Alexanderplatz	€ 25.00	Dogs only under 75lbs./ 34kg
Generator Berlin Mitte	€ 25.00	Dogs only under 75lbs./ 34kg
Generator Berlin Prenzlauer Berg	€ 25.00	Dogs only under 75lbs./ 34kg
Generator Copenhagen	185 DKK	Dogs only under 75lbs./ 34kg
Generator Dublin	€ 25.00	Dogs only under 75lbs./ 34kg
Generator Hamburg	€ 25.00	Dogs only under 75lbs./ 34kg
Generator London	£ 25.00	Dogs only under 30lbs/14kg
Generator Madrid	€ 25.00	Dogs only under 75lbs./ 34kg
Generator Miami	$ 75.00	Dogs only under 75lbs./ 34kg
Generator Paramount	$ 75.00	Dogs only under 75lbs./ 34kg
Generator Paris	€ 25.00	Dogs only under 75lbs./ 34kg
Generator Rome	€ 25.00	Dogs only under 30lbs/14kg
Generator Stockholm	250 SEK	Dogs only under 75lbs./ 34kg
Generator Venice	€ 25.00	Dogs only under 30lbs/14kg
Generator Washington DC	$ 75.00	Dogs only under 75lbs./ 34kg

Yes you can, but we recommend you let the local reception team know if you're expecting a delivery. We don't accept responsibility for lost or damaged packages.

Yes, we supply all your linen, bedding and pillows for all room categories.

Friends and family who live in the city or are staying at other accommodations are welcome in our restaurants, bars and social areas.

Yes, every Generator offers self-service laundry facilities, for a small fee. For questions about specific prices and services, feel free to get in touch with the local team directly.

We have free lockers in all of our dorm rooms. You can bring your own padlock or buy one at reception. Our average under-bed locker is approximately 93.8cm x 67cm x 28.8cm in size.

We have luggage rooms and storage lockers you can rent, please see the section "CAN I STORE MY LUGGAGE BEFORE AND AFTER CHECK-IN?"
 

Yes. You can buy an adaptor in the travel shop or at reception. Just ask a member of the team. 

Events are at the heart of what we do! We have a full calendar with a range of events at every Generator. Check out our events page to find out more.

Of course! Make sure to tag us in all your posts!
 

Our single, twin and king rooms with en-suite bathrooms come with hand soap, shampoo and bodywash. We supply hand soap for dorms with private bathrooms and for all shared bathroom facilities.

Yes, each Generator offers bikes for rental for a small fee. We highly recommend reserving your bike when booking online as there’s a limited amount at each property.
 

PROPERTY	BIKE FEE - Full Day
Generator Amsterdam	€16 / €8 half day
Generator Barcelona	€12
Generator Berlin Mitte	€12 (€100 deposit)
Generator Berlin Prenzlauer Berg	€12
Generator Copenhagen	100 DKK
Generator Dublin	€10
Generator Hamburg	€12
Generator London	£10 / £6 half day
Generator Madrid	€10
Generator Miami	$12 USD
Generator Paris	€15
Generator Rome	N/A
Generator Stockholm	155 kr
Generator Venice	N/A
Generator Washington DC	$12 USD

We don't have guest kitchens, but we have a restaurant/cafe and a bar at each Generator so you're never left hungry.

We serve breakfast, lunch and dinner every day, and we have food and drink vending machines that you can use 24/7.

Our bars’ opening and closing times differ for each Generator. Check out the Destination Page for the Generator you're staying at to find out more.

Friends and family who live in the city or who are staying somewhere else are welcome to come to our bars and cafés in Dublin, Barcelona, Copenhague, Venice, Berlin and Rome.

Unfortunately, you can't bring food from outside vendors into the Generator. However, we do have a cafe/restaurant and bar at each property, so you're never left hungry.

You can pre-book breakfast when you book online. And, if you're in a group, we take pre-bookings for lunch and dinner. For any meal requests, please get in touch with the local team directly.

Please visit each property webpage to view the opening hours of our individual bars, restaurants, rooftops, clubs, and cafés. For table reservations or group bookings, please contact the local team of the property in which you plan to visit through the contact form on our webpage.

For all PR enquiries, please email marketing@staygenerator.com.

There are currently no formal schemes in place, however, feel free to get in touch with the local team to establish if there are any opportunities available.

For all general enquiries, please head to our Contact Us page.
Can't find what you're looking for? Ask us.

Of course! Please get in touch with the local team and they’ll be happy to supply this.
 

You may recognised that our App “GenFriends” isn’t available in the “App Store” and “Google Play Store” at the moment. Don’t worry, we’re just giving it a facelift and will relaunch as soon as possible. Stay tuned!

Generator is committed to providing its guests with a smoke-free environment where travellers can feel safe and comfortable at all times. Smoking, whether it’s cigarettes or e-cigarettes, is allowed only in our designated areas and we reserve the right to charge a minimum fee of €250/ $250/ £250/ 3,000 SEK/ 2,000DKK if there is evidence that smoking has occurred everywhere else in the hotel premises. 

If you have any questions or concerns, please feel free to speak with a member of our staff at Front Desk.

Yes, to ensure that personal contact is kept to a minimum, we kindly request that you complete your check-in process online. In the email you receive prior to your arrival, you will find a link to complete this process. There, you’ll be able to give us all the details necessary for your stay with us.

Yes, in our public areas, elevators and rooms, new signage will guide you through our hotels to ensure social distancing is upheld.

Yes, to help encourage good hygiene practices, deep cleaning throughout our hotels has been increased to be in line with the standards recommended by local authorities – every surface (light switches, door handles, handrails, elevators, etc) and every private or public area (smoking area, pool, laundry, gym etc) will be cleaned thoroughly and disinfected frequently.

To ensure that all cleaning measures are enforced, we are working with well renowned certified hospitality hygiene provider ECOLAB who has developed a global program in partnership with Lobster Ink that will introduce an upgraded standard of hotel cleanliness, sanitising and disinfection training for all our team members. For more information on the training program please visit  https://lobsterink.com/rebound/

Yes, face masks and any other hygiene products will be available for purchase in our travel shops and vending machines.

Yes, you can buy food and drinks at every Generator's F&B outlet.

Yes, we are delighted to have been awarded the Safe Travel certification, approved by the World Travel and Tourism Council, as well as to have been certified through Navitas.