Frequently asked questions
121 answers to help you plan your stay or entrust us with your property.
Booking and paying with Hostel Toucan
How do I book accommodation with Hostel Toucan?
It's simple: choose your accommodation on the site, select your dates and the number of travelers, then book and pay online. You can also contact us directly by WhatsApp or phone for personalized assistance, and we confirm availability with you.
When is my booking confirmed?
Your booking is confirmed as soon as your payment is received (deposit or balance depending on the case). You receive a confirmation by email and/or WhatsApp summarizing the dates, accommodation, rate and arrival details.
What payment methods do you accept?
Payment is made online by credit card (Visa, Mastercard, American Express) via our secure provider Revolut. No card data passes through our site. Depending on your situation, payment by bank transfer may also be offered.
Is a deposit required?
Yes, a credit card pre-authorization (deposit) may be carried out via our secure partner Swikly, in connection with your stay. No amount is debited for the deposit, except in case of damage found, in accordance with our terms.
Does the displayed price include all fees?
The advertised rate is clear and without hidden fees. The tourist tax, when applicable, may be indicated separately depending on the territory (French Guiana, Martinique, Guadeloupe); it is payable by the traveler. Any cleaning fees or options are specified before booking.
Can I cancel or modify my booking?
Yes, depending on the conditions of your booking. As a general rule, a cancellation made sufficiently in advance entitles you to a partial refund; non-refundable rates do not entitle you to a refund except in cases of force majeure. Contact us as soon as possible for any date change: we do our utmost to accommodate you.
Do you offer discounts for long stays?
Yes, discounted rates are often possible for weekly or monthly stays, as well as for recurring business travel. Ask us for a personalized quote.
Can I receive an invoice?
Yes, we provide an invoice on request, particularly useful for business travel and expense reports.
Arrival, stay & amenities
What time are check-in and check-out?
Check-in generally takes place from 2:00 PM and check-out before 11:00 AM. Arrivals or departures outside these times are possible subject to availability and may require prior agreement.
How do I collect the keys? And in case of late arrival?
Depending on the accommodation, the welcome is in person or self-service (key box / smart lock). Let us know your arrival time and flight number: we organize a smooth key handover, even for late arrivals.
Does the accommodation have an equipped kitchen?
Most of our accommodations have an equipped kitchen or kitchenette (cooktop, refrigerator, utensils, sometimes a dishwasher). It's one of the great advantages of an apartment over a hotel: you cook at your own pace and control your meal budget, which is particularly useful overseas where the cost of living is high.
Is there air conditioning and Wi-Fi?
Yes, our accommodations are designed for the equatorial and tropical climate: air conditioning and Wi-Fi are provided in our accommodations. The precise amenities are listed on each accommodation page.
Are household linens and cleaning included?
Yes, household linens (sheets, towels) and end-of-stay cleaning are provided according to the terms indicated. For long stays, intermediate cleaning may be offered as an option.
Is parking available?
Many accommodations have parking (private or nearby). This is specified on each accommodation page. In French Guiana and the French West Indies, having a vehicle is highly recommended: we also offer a car rental service.
Are pets accepted?
It depends on the accommodation. Please let us know before booking: we will direct you to a suitable accommodation when possible.
Do you offer breakfast?
Our apartments are self-catering: you enjoy an equipped kitchen and local markets (such as the Cayenne market) to put together your breakfasts. Some of our hotel-style accommodations offer a breakfast plan — check the relevant accommodation page.
What should I do if there is a problem during the stay?
Contact our team 7 days a week: we intervene directly or coordinate a service provider as quickly as possible.
Hotel or apartment: choosing well in French Guiana and the Antilles
Is a hotel or an apartment better in Cayenne?
Both have their strengths. A hotel offers on-site services (reception, restaurant, sometimes pool and spa). An apartment or apart-hotel offers more space, an equipped kitchen, more privacy and better value for money, especially for families, groups and stays of several nights. To experience French Guiana like a local while controlling your budget, an apartment is often the best choice.
Why choose an apartment rather than a hotel in French Guiana?
More space for the same budget, a real kitchen to cook local food and save on meals, a living room to gather, linens and cleaning included, and a more authentic experience in real neighborhoods of Cayenne or Rémire-Montjoly. That's the Hostel Toucan spirit: the comfort of your own home with the support of a concierge service.
Are your accommodations suitable for business travel?
Yes. Many of our clients are on assignment (government agencies, the space sector in Kourou, companies). Our apartments offer Wi-Fi, quiet, a kitchen, an invoice on request and strategic locations. It's a flexible and economical alternative to a hotel for short or long business stays.
Do you have accommodations near Montabo beach or the center of Cayenne?
Yes. We offer accommodations in several sought-after areas of Cayenne and Rémire-Montjoly — close to the city center and Place des Palmistes, the Montabo district and its beaches, Baduel or Zéphir — depending on whether you prefer city life, the beach or tranquility. Tell us your priorities and we'll point you to the right accommodation.
Do you offer affordable / cheap accommodation in French Guiana?
Yes. Our offer ranges from a functional studio to a villa with a pool, with affordable options and discounted rates for long stays. For an equivalent service, an equipped apartment often works out cheaper than a hotel, especially for several people and over time.
Booking & Payment
How do I book?
Directly on our site, by WhatsApp or through our partners (Airbnb, Booking, etc.). The calendar is updated in real time.
What payment methods do you accept?
Payment is made online by credit card (Visa, Mastercard, American Express) via our secure provider Revolut. No card data passes through our site. Depending on your situation, payment by bank transfer may also be offered.
When is my booking confirmed?
Your booking is confirmed as soon as your payment is received (deposit or balance depending on the case). You receive a confirmation by email and/or WhatsApp summarizing the dates, accommodation, rate and arrival details.
Is the tourist tax included?
It may be displayed separately depending on the destination (French Guiana, Martinique, Guadeloupe) and remains payable by the traveler.
Is a security deposit required?
Yes, depending on the accommodation (from 100 € to 1,500 €): card pre-authorization or deposit, returned after the check-out inspection.
Do prices vary by date?
Yes, our rates are dynamic (season, length of stay, demand, events).
Can I receive an invoice?
Yes, we provide an invoice on request, particularly useful for business travel and expense reports.
Check-in & Check-out
What are the times?
Check-in from 2:00 PM, check-out before 11:00 AM.
Late arrival / early departure, is it possible?
Yes, on request and subject to availability. Fees may apply.
How do I collect the keys?
Depending on the accommodation: on-site welcome or secure key box. Arrival instructions are sent 48h before check-in.
Is there an inventory check?
Yes: a quick one on arrival (photo self-check possible) and on departure for the return of the deposit.
Parking and access?
Varies by location. Details (parking, access codes) are in your arrival guide.
Services & Amenities
Is Wi-Fi included?
Yes, when available. Reasonable and legal use required.
Are linens and cleaning provided?
Linens are provided. End-of-stay cleaning may be included or charged depending on the listing.
Is smoking allowed?
No, all our interiors are non-smoking. Deodorizing fees may apply in case of non-compliance.
Are pets allowed?
By prior agreement only, with possible additional fees or deposit. All our interiors are non-smoking and parties are prohibited.
Can I organize a party?
No. Parties/events are prohibited. Respect for neighbors is mandatory.
Technical problem during the stay?
Contact our team 7 days a week. We intervene or coordinate a service provider.
Cancellation & Changes
What is your standard policy?
Cancellation ≥ 15 days before arrival: 80% refunded. < 15 days: non-refundable. Non-refundable rates are never refunded.
No-show?
Charged as a late cancellation (non-refundable).
Can I change my dates?
Subject to availability and possible rate adjustment.
Early departure?
Unused nights remain payable.
Questions by destination
French Guiana: Is the Hostel close to beaches/points of interest?
Yes, depending on the accommodation. The exact distances are listed on each listing.
French Guiana: What about mosquitoes and the heat?
Accommodations are ventilated/air-conditioned depending on the unit. Bring repellent and stay hydrated.
French Guiana: Is there transport nearby?
Local information (buses, taxis) is in your arrival guide.
Martinique: Is renting a car advisable?
Strongly recommended to explore the island.
Martinique: What about beaches/activities?
We share a list of ideas (snorkeling, hikes, yole sailing, etc.) after booking.
Martinique: Water/electricity outages?
Rare but possible on the islands. We assist you and offer comfort solutions when necessary.
Guadeloupe: On Basse-Terre or Grande-Terre?
The listings specify the exact location; check according to your plans (beaches, hikes, diving).
Guadeloupe: Markets and restaurants nearby?
A local food guide is provided with up-to-date recommendations.
Guadeloupe: Ferry/neighboring islands (Les Saintes, Marie-Galante)?
Yes, excursions are possible. Ask us for logistical advice.
Activities & Leisure
What water activities are available?
Scuba diving, snorkeling, kayaking, paddleboarding, sailing, jet-ski, boat trips. We recommend certified providers with negotiated rates for our clients.
Where can I go scuba diving?
Guadeloupe: Cousteau Reserve (Pigeon), Pointe-à-Pitre. Martinique: Diamond Rock, Anses d'Arlet. French Guiana: Îles du Salut. PADI centers available, intro dive from 40€, exploration dive 60-80€.
Which hikes do you recommend?
Martinique: Mount Pelée (hard, 4h), Caravelle Peninsula (easy, 2h). Guadeloupe: La Soufrière (moderate, 3h), Carbet Falls (easy, 1h30). French Guiana: Rorota Trail (moderate, 3h).
Are there organized excursions?
Yes: catamaran trips to the Îles du Salut, day trips to Les Saintes or Marie-Galante, guided tours of Cayenne, Mount Pelée hikes with a guide. Booking via our recommended partners.
Can I rent sports equipment?
Yes: bikes, surf/paddle boards, kayaks, masks/snorkels, hiking gear. Direct rental or through our partners. Rates: 10-40€/day depending on the equipment.
What are the best photo spots?
Martinique: Diamond Rock at sunset, Anse Couleuvre. Guadeloupe: Pointe des Châteaux, Caravelle Beach. French Guiana: Îles du Salut, Cacao Mountain. Photo guide provided with GPS.
Are there activities for children?
Water parks, zoos (Guadeloupe Zoo, Balata Garden in Martinique), calm suitable beaches, Creole workshops, wildlife/flora discovery. Babysitting on request (15-20€/h).
Which local markets should I visit?
Cayenne: Place des Palmistes Market (Sat-Sun). Fort-de-France: covered market (daily except Sun PM). Pointe-à-Pitre: Saint-Antoine Market (daily). Hours: usually 6 AM-1 PM.
Transport & Mobility
Should I rent a car?
Strongly recommended to explore the islands independently. Public transport is limited outside city centers. Rental rates: 30-50€/day. Discount through our partners (code provided).
How can I get around without a car?
Urban buses (2€/trip), taxis (expensive: 30-60€ average ride), ride-hailing via mobile apps (less widespread than in mainland France), local carpooling, bike/scooter rental.
Are there airport shuttles?
Yes, Hostel Toucan shuttle service with prior booking 48h in advance: 15€/person. Also: official taxis (fixed rates 25-45€), car rental right at the airport (recommended).
Can I rent a scooter?
Yes, a category B (car) license is enough for scooters up to 125cc. Rates: 25-35€/day. Helmets provided. Heavy traffic in town, winding mountain roads, caution required.
How do taxis work?
Rates are regulated but high. Night/Sunday/holiday surcharge +40%. Often no meter, negotiate beforehand. Stands at airports and city centers. Booking by phone recommended.
Are there ride-hailing apps?
Limited availability: a few local ride-hailing services via Facebook/WhatsApp. No widespread Uber. Licensed taxis are more common. Ask our concierge for help booking.
Health & Safety
Are there health risks?
Standard tropical risks: dengue, chikungunya (mosquitoes), intense sun. Prevention: repellent, SPF50+ sunscreen, hydration. No malaria. Up-to-date universal vaccinations advised.
Are vaccines needed for the French West Indies?
No vaccine is mandatory for French/European citizens. Recommended: up-to-date DTP, Hepatitis A (water/food), Hepatitis B (long stays), yellow fever if transiting through Brazil/Suriname (French Guiana).
How do I protect myself from mosquitoes?
High-concentration tropical repellents (DEET 30-50%, Icaridin 20%), long light-colored clothing in the evening, mosquito nets if needed, air conditioning (slows mosquitoes). Avoid stagnant water.
Where can I find a pharmacy or a doctor?
Pharmacies are plentiful in town (8 AM-8 PM Mon-Sat, on-call on Sunday). General practitioners: 30-40€ per consultation. Emergencies: SAMU 15, hospitals in each main town. List provided in the guide.
Is tap water drinkable?
Yes in most urban areas (French standards). Check locally in rural areas. Bottled water recommended as a precaution and for taste. 1€-2€ per pack of 6 bottles.
Food & Restaurants
Which Creole dishes are a must-try?
Colombo (West Indian curry), cod fritters, Creole blood sausage, smoked chicken, féroce d'avocat, fish court-bouillon, matoutou crab, ti-punch. Desserts: coconut blancmange, tourment d'amour.
Where can I eat local and cheap?
Lolos (popular beach restaurants, 10-15€), food trucks (5-10€), markets (meals on site 8-12€). Creole snacks: bokit, coconut sorbet. Avoid ultra-touristy areas.
Are there starred restaurants?
Martinique: La Table de Mamy Nounou, Habitation Céron (refined Creole gastronomy, 60-80€). Guadeloupe: several creative tables 40-60€. French Guiana: Amazonian-Creole fusion restaurants 30-50€.
Can I cook in the accommodations?
Yes, all our rentals have a fully equipped kitchen. Supermarkets open 8 AM-8 PM (Mon-Sat), 8 AM-1 PM (Sun). Local markets for fresh fruit/vegetables/fish. Saving ~50% vs restaurants.
Practical info & Prices
What is the average price per night?
From 45€/night for a studio in low season. Apartments and villas range from 70€ to 250€/night depending on capacity, amenities and period. Discounted rates for long stays.
What is the minimum length of stay?
2 nights in low season, 3-7 nights in high season depending on the properties. A single night is possible depending on availability.
How far is the nearest airport?
French Guiana (Cayenne-Rochambeau): 10-15 km from the center. Martinique (Aimé Césaire): 8-12 km from Fort-de-France. Guadeloupe (Pôle Caraïbes): 3 km from Pointe-à-Pitre. Travel time: 15-30 minutes depending on traffic.
How do I get from the city center to the airport?
Taxi (25-45€), car rental (recommended, from 30€/day), ride-hailing via mobile apps. Shuttle service available on request with a surcharge.
What budget should I plan for a one-week stay?
Accommodation: 300-1,200€/week. Meals: 150-300€/person. Car rental: 200-300€. Activities: 100-300€. Estimated total: 750-2,100€ for 2 people.
What is the best time to visit?
December to April (dry season): optimal climate, high season, higher prices. May to November: rainy season, fewer tourists, attractive rates. Avoid September-October (cyclone peaks).
Is breakfast included?
No, our accommodations are vacation rentals with an equipped kitchen. You can prepare your own meals. A list of supermarkets and bakeries is provided in the welcome guide.
Are there additional fees to plan for?
Tourist tax (1-3€/night/person), deposit (100-1,500€ refundable), end-of-stay cleaning if not included (40-120€), additional linens if requested (15-25€/set).
Do you accept cash payments?
Yes for the balance on site, but the booking requires payment by card or bank transfer. Maximum 1,000€ in cash under French regulations.
Do you offer discounts for long stays?
Yes! 10% off from 7 nights, 15% from 14 nights, 20% from one month. We also offer coliving plans for long-term professional stays.
Are the accommodations accessible to people with reduced mobility?
Some properties are. Contact us to find out the available options with single-level access, adapted shower and reserved parking.
Internet: what is the connection speed?
Fiber optic in most accommodations (100+ Mbps). ADSL in rural areas (8-20 Mbps). Ideal for remote work and streaming. Precise details in each listing.
Can I cook on site?
Yes, all our rentals have an equipped kitchen: cooktop, oven/microwave, refrigerator, utensils, dishes. Some have a dishwasher.
Is there a pool?
Several of our villas and residences have one. Filter by the 'pool' amenity available on our site. Private or shared pools depending on the property.
Air conditioning or fans?
Most accommodations have air conditioning. Some studios only have fans. Specified in each listing. AC adjustable individually in each bedroom.
Is a washing machine available?
Yes in most apartments and villas. Laundromat nearby for studios without equipment. Laundry service available on request (surcharge).
Parking: free or paid?
Free private parking in 90% of our accommodations. Public parking near the few properties without parking (5-10€/day).
Are sheets and towels provided?
Yes, a complete set of household linens is provided per person: sheets, bath towels, kitchen towels. Weekly change for long stays. Beach towels not provided.
Cleaning service during the stay?
Weekly cleaning included for stays of 14+ nights. Additional service available on request (40-70€ depending on the size of the accommodation).
Can I receive mail/parcels?
Yes with our prior agreement. We receive and keep your parcels. Forwarding service possible. Let us know 48h before delivery.
Owners
Entrusting us with your property: everything you need to know
Commission, fees & transparency
What commission does Hostel Toucan take?
Our model is simple and transparent, with no hidden fees: 20% incl. tax on bookings our concierge generates (platforms, marketing, listing optimization) and only 10% incl. tax on bookings you bring in yourself and that we manage for you. You only pay when your property generates income.
Are there hidden fees?
No. Many concierge services advertise an attractive percentage then re-bill cleaning, linens, online listings and interventions, so the actual take climbs to 30-35%. At Hostel Toucan, the commission is clear and everything is detailed in your reporting. The tourist tax and the security deposit are not included in the commission base.
How are cleaning and options billed?
Cleaning is charged at actual cost, with no hidden markup: 20 €/h for standard cleaning and 25 €/h with laundry (external provider), at your expense if the option is activated. Packages (maintenance, supplies, consumables) may be offered on quotation.
Do owners get personal occupancy days?
Yes. You have 15 days per year of personal occupancy (you or your loved ones) with no commission at all, simply by informing us in advance. Your property remains yours.
How can I seriously compare two concierge services on price?
Beware of 'percentage + extras' models: an advertised 15-18% may hide a markup on cleaning (often 30-50%), online listing fees, linens, etc. Always ask for the actual 'all-inclusive' cost and a sample statement. Our commitment: a clear rate, no surprises.
When and how am I paid?
Billing is periodic, based on the bookings made. Commissions and fees may be offset against the amounts to be paid back to you, and the balance is paid to you according to the agreed schedule. Rates expressed incl. tax.
Day-to-day services & management
What does Hostel Toucan management include?
A 360° service: creating and optimizing listings, dynamic pricing, calendar and booking management, guest communication 7 days a week, check-in/check-out (in person or self-service), cleaning and linen coordination, maintenance, dispute handling and detailed reporting.
On which platforms do you list my accommodation?
On the main platforms (Airbnb, Booking.com, Expedia, Google, Leboncoin) and our own sites, with an optimized listing. This multi-channel distribution maximizes visibility and occupancy rate.
Do you optimize prices (dynamic pricing)?
Yes. We apply dynamic pricing and yield management: prices adjust to the season, demand and events (space launches, holidays, trade shows) to maximize your income without sacrificing occupancy.
Do you offer a professional photo shoot?
Yes. Professional photos are part of listing optimization — it's one of the major levers of the booking rate and average price.
Do you manage cleaning, linens and maintenance?
Yes: professional cleaning between each stay, supply of linens and consumables (if the option is chosen), preventive and corrective maintenance with coordination of tradespeople. You have nothing to manage.
Who handles guests and disputes?
Our team handles the entire guest relationship 7 days a week: requests, arrivals/departures, assistance during the stay and handling of any disputes, to protect your reviews and your peace of mind.
Do you help improve my ratings and reviews?
Yes. A careful welcome, hotel-quality cleaning and linens, responsiveness and post-stay follow-up contribute to 5-star reviews, which improve your ranking and your booking rate on the platforms.
Who owns the history and the reviews?
We favor transparent management that adds lasting value to your property and its quality track record. Your performance and the reputation built serve your accommodation over the long term.
Onboarding, mandate & insurance
How does the setup work?
In a few simple steps: free estimate of your income, signing a management mandate, preparing the accommodation (equipment, professional photos), creating and publishing the optimized listing, then complete booking management. We support you at every step.
Is a management mandate required?
Yes. A management mandate clearly frames our mutual commitments (services, compensation, terms). You can generate a pre-filled mandate from our site, review it then sign it with complete peace of mind.
Am I committed for a long period?
We favor a relationship of trust based on results, with clear conditions specified in the mandate. Feel free to ask us about the commitment and notice terms before signing — transparency is part of our method.
Does my accommodation have to meet certain standards?
For good performance, the accommodation must be furnished and equipped to comfort standards (quality bedding, equipped kitchen, Wi-Fi, air conditioning depending on the territory, appliances). We advise you on the high-impact improvements to make before going online.
What insurance for my short-term rental property?
Non-occupant owner insurance (PNO) adapted to short-term furnished rentals is highly recommended. The platforms also offer their own guarantees (e.g. Airbnb's host protection). Check your coverage with your insurer; we guide you on the points to watch.
In which regions do you manage properties?
We manage properties in French Guiana (around Cayenne and the coast) and in Martinique (Fort-de-France, Trois-Îlets), and support owners in Guadeloupe.
Income, reporting & taxation
How much can I earn by entrusting my property?
It depends on the location, the type of property, the season and the amenities. Use our online income simulator for an initial estimate, or request a free personalized estimate. We optimize occupancy and average price to maximize your net income — with no guaranteed-return promise.
How do I track my accommodation's performance?
You receive a detailed monthly report: income, occupancy rate, guest reviews and comparative performance. You keep full control over your investment, in real time.
Will I receive a report after each stay?
Yes: photos, inventory check, guest comments… you are informed of everything, even remotely.
How do I declare my income and what taxation applies?
Furnished rental income generally falls under the LMNP status, with a choice between the micro-BIC regime and the actual-expenses regime (depreciation). Taxation changes regularly: consult a chartered accountant and the tax authorities for your situation. Our dedicated articles (LMNP taxation, declaration, overseas tax relief) give you the main principles; they are informative and do not replace personalized advice.
Does Hostel Toucan handle my accounting and taxes?
We manage the rental operation (bookings, operations, reporting) and provide you with clear statements useful for your accounting. For the tax declaration and the choice of regime, we recommend a chartered accountant specialized in furnished rentals.
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