Question 1

What time is check-in, and how do I get the keys?

Accepted Answer

Check-in is from 3:00pm. Most of our apartments have on-site self check-in — a code-protected lock box or smart lock — so you can arrive at any hour, including weekends and public holidays. Your access details are sent the day before arrival.

Question 2

Can I check in earlier than 3:00pm?

Accepted Answer

We can only guarantee access from 3:00pm, because the apartment is usually being cleaned that morning for you. If the property is free earlier we will always offer it — just ask on the day.

Question 3

What time is check-out?

Accepted Answer

10:00am. Our cleaners are often booked for that morning to prepare the apartment for the next guest arriving the same day.

Question 4

Can I have a late check-out?

Accepted Answer

Occasionally, if nobody is arriving that day. Ask us the evening before and we will tell you honestly — we would rather say no early than leave you unsure.

Question 5

Can someone else collect the keys for me?

Accepted Answer

Yes. Just let us know who, and we will send them the access details directly.

Question 6

What if I lose my keys or access card?

Accepted Answer

Contact us and we will arrange a replacement set as quickly as we can. A call-out and replacement fee applies, which varies with the hour and the building — we will tell you the amount before you agree to it.

Question 7

Is the apartment cleaned during my stay?

Accepted Answer

Not by default. For stays of a month or more we can arrange regular servicing, including fresh linen and towels, at an additional cost. Just ask and we will quote it.

Question 8

What is included in the apartment?

Accepted Answer

Everything you need to live rather than camp: quality linen and towels, a fully equipped kitchen, washing machine, TV and complimentary wi-fi. Fully furnished, ready to use the moment you walk in.

Question 9

Is there wi-fi?

Accepted Answer

Yes, complimentary and unlimited in every property. If it is ever not working, message us — we treat it as urgent, not cosmetic.

Question 10

How do I pay, and is a deposit required?

Accepted Answer

Direct deposit or card. A refundable security deposit applies, held against damage or excess cleaning and returned within 14 days of check-out to the card you paid with. The amount depends on the property and is shown before you confirm.

Question 11

How do cancellations work?

Accepted Answer

You may cancel free of charge up to 30 days before check-in. Cancellations made within 30 days of check-in are non-refundable.

Question 12

Can I store luggage before check-in or after check-out?

Accepted Answer

Usually not at the property itself, as it is being cleaned. Both cities have cheap luggage storage near the main stations, and we are happy to point you to the closest one.

Question 13

Is parking available?

Accepted Answer

It varies by building — some apartments include a secure space, others are street parking or a nearby commercial garage. Ask before booking if you are bringing a car, because it is difficult to solve afterwards.

Question 14

Who do I contact if something goes wrong?

Accepted Answer

A local person, in your time zone, seven days a week. Urgent issues — no hot water, a lock that will not open, no power — get handled the same day.

Common questions, answered.

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