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Frequently Asked Questions

What is Citybase Apartments?

Citybase Apartments is a booking agency offering a number of carefully selected, well-managed serviced apartments, the majority of which are discounted. You can book an apartment for any period, from only one night up to three months or more, although some apartments have a minimum stay. The reservation service is open to anybody and is FREE to use - we charge no fees to our customers.

What are Serviced Apartments?

A Serviced Apartment is a self-contained apartment comprising a living area, bedroom, bathroom and kitchen/kitchenette - all the facilities of a home. The apartments are referred to as being 'serviced' because they are managed, maintained and cleaned for you, in a similar way to what you would expect from a hotel room. Apartments can be booked quickly and easily, just as you'd book a hotel.

What can I expect in my apartment?

Apartments vary in size from studios - one room containing both the sleeping and lounge areas, with a separate bathroom - through to one-, two- and three-bedroom apartments with a separate lounge. All of the apartments have a TV, most have a telephone (usually direct dial), and some have more entertainment facilities such as satellite TV, VCR, hi-fi and internet access. Many apartments with more than one bedroom have more than one bathroom: you can always ask us about this when you book. All apartments have a kitchen; in the case of the smaller properties and studios this is referred to as a kitchenette, as it is not fully equipped. Kitchens are normally equipped with a full cooker, microwave, fridge-freezer, cutlery and crockery (including plates, cups, glasses, pots and pans). Some will also have washer-dryers and dishwashers. Maid service varies in frequency from daily to weekly, and includes a bed linen and towel change along with other housekeeping duties. Many apartments have a reception and concierge for your convenience, but most do not have a restaurant. This is normally not considered to be a disadvantage, as you have a choice of cooking your own meals or dining in local cafes and restaurants.

What do your apartment rankings mean?

Citybase award apartments with 3, 4 or 5 Rosettes to reflect the standard of amenities, facilities and services available to the guest. We have outlined the basis of these awards to show what you might typically expect at each level. Each apartment's webpage includes a full list of the specific facilities and services they offer.

Three Rosettes

These apartments will offer a good basic level of service - there may be no reception, and maid service will generally be provided weekly. These apartments sometimes include a more simple level of facility, such as a kitchenette rather than a full kitchen.

These properties are often in very convenient locations, and offer great value for money.

Four Rosettes

Four Rosettes will generally denote an apartment offering a broader range of services, with reception or concierge services during advertised hours, maid service usually provided twice weekly and linen change weekly.

The apartments will have a wider range of amenities such as; full kitchens, access to laundry facilities (either within the apartment or in a central laundry room) and more entertainment options than a Three Rosette apartment.

These apartments balance luxury and economy to provide a standard which is ideal for both business and leisure guests.

Five Rosettes

The best apartments available, offering the most modern, and greatest range of facilities and services; 24 hour reception/concierge, maid service at least 5 times per week, linen change twice or more per week, and dry cleaning/laundry services.

Apartments will usually include full kitchens with dishwashers, laundry facilities (or a complimentary laundry service), queen or king sized beds, en suite bathrooms with complimentary bathroom products, and even more entertainment options - you may have televisions in the bedrooms as well as the living areas, and can usually expect free internet access.

These apartments are the most luxurious apartments we offer- perfect for that special stay

Below is a guideline of what facilities and amenities you can expect as a minimum within each of the apartments, based on their Citybase Rosette Rating. Please note that the facilities listed may not be present in all properties listed with the associated rating, the table should only be used as a guideline, eg. older properties may not have a lift as standard due to building restrictions, whilst a 3 rosette property may well have 24hr reception on site.

Facility 3 Rosettes 4 Rosettes 5 Rosettes
Reception/Concierge (On-site) None Restricted hours 24 hour
Dry cleaning/Laundry service None One but not other Both
Linen Change Less than weekly Weekly Twice weekly or more
Maid Service Weekly or less Twice weekly 5+ days per week
Bathrooms 1 per 4 guests 2 bathrooms for occupancy 6+. Shower available for occupancy 4+ (over bath OK) All Two bedroom apartments include at least one ensuite. Main bathroom includes bath and shower
Bathroom products None Yes Yes, preferably named
Internet access Limited availability Available in apartment Available in apartment, free
Dishwasher None In some apartments/On request In all apartments
Kitchen facilities Kitchenette Full kitchen in all apartments Full kitchen in all apartments
Lifts None To some floors To all floors
Laundry facilities None or only in some apartments Washing machine in apartment or central laundry facility Washing machine and dryer in all apartments, or complimentary laundry service

The Association of Serviced Apartment Providers Quality Assessment

The ASAP marque confirms that this serviced apartment operator has been 'quality accredited' by the ASAP and as such meets all the core compliance of legal, health & safety requirements and good practise and delivers a minimum standard of quality expected by all customers.

Can you give me 10 good reasons why I should book an apartment instead of a hotel?

Yes, read our '10 great reasons to book an apartment' section.

How far in advance do I have to book my apartment?

There is a high demand for apartment accommodation, as more and more people are now realising the many benefits of this type of accommodation when compared to a hotel. Therefore, we advise that you book at least a month in advance, particularly in peak season. Of course, we will certainly deal with last-minute bookings, but we may not be able to obtain availability on some occasions. We'll do our best to find you a suitable alternative, though!

How can you offer such great discounts?

We sell a high volume of apartments through our website, and this means we have strong 'buying power' with the apartments we work with. We negotiate the best rates we possibly can and we pass those savings on to you.

How do I pay for the booking?

Most of our apartments can be booked in the same way as a hotel room. This involves using a credit card to guarantee, pay or part pay for your reservation. You can find details of if, when and what you will be charged towards the bottom of each apartment's web page under the heading 'Terms and Conditions'. In many cases, your card will NOT be charged until you arrive at the apartment, where you can arrange to pay by card or cash - whichever method is appropriate to you and the apartment's reception.

For company or group bookings, we will always work with you to establish a payment method that suits you. Typically, this involves the apartment raising a pro-forma invoice for you, and arrangements can be made for part of the invoice amount to be paid upfront and the remaining amount to be paid closer to the departure date of the booking. For longer bookings, payment can often be made in instalments, for example on a monthly basis.

NOTE: to make or discuss larger bookings, please use our enquiry form or call us. For smaller bookings you may contact us in the same way, but you may also book online via the online booking request form (accessed by clicking on the 'BOOK NOW' button). This form requires you to enter your credit card details.

Most apartments will require you to produce a method of payment upon arrival, as you would expect in a hotel, whether it be cash, banker's cheque or, more usually, credit card details. This is to cover any incidental costs you might incur, such as telephone calls.

Do I pay any money to citybaseapartments.com?

NO. Your payment is made directly to the apartment at Citybase Apartments rates as displayed on the website and booking form. Citybase Apartments will make the reservation for you with the apartment and in so doing will pass on your credit card details. These details will only be shared with the apartment property you have selected.

How do I book an apartment?

If you have any questions or simply prefer to book by phone, you can give us a call and our expert client advisors will be happy to help. Alternatively, it is quick and easy to book online, as follows:

  1. Once you have found the apartment you require, click the 'Book This Apartment' button and you will be taken to a secure booking form.
  2. Complete the booking form with the details required. It is important that you fill out all the fields. Once you are happy with your details, click 'submit' for your details to be sent securely to Citybase Apartments. *Important: On the booking form, please ensure that your email address is correct. If your email address is incorrectly typed in, we will be unable to respond to your request.
  3. Once you have pressed 'submit' and your details are all correct, you will be taken to an acknowledgment page. This is an automated process that guarantees that the details have been submitted.
  4. Once your booking has been received, the apartment will be reserved, subject to availability. You will receive a confirmation e-mail telling you of your confirmed apartment booking and providing you with all the details you need. You will also receive a booking reference number and the address of the apartment. Note: Your email confirmation will usually be with you the same day if you booked between 9:00 and 16:30 GMT, Monday to Friday. If you have booked outside of these times, your email notification will arrive the following morning, or on the following Monday if you booked during the weekend or after 17:00 GMT on Friday. We will always try to get the confirmation to you as soon as possible.

How do I make a group booking?

If you want to make a booking for a group of people, please contact one of our client advisors to discuss your requirements - you may submit an enquiry form, email us, or call us.

Is it possible to view an apartment before booking?

Yes. Please contact one of our client advisors to arrange a viewing - you may submit an enquiry form, or call us.

Do you offer corporate rates?

The vast majority of our rates are preferred rates. This is due to the high volume of apartments we sell and the quality of the relationships we have with the apartments. We will always negotiate further discounts on your behalf for longer stays, group bookings, and instances where your company is likely to use one particular apartment on a regular basis. To discuss, please call to speak to a Sales Manager, on +44 (0)8455 211 671.

What is VAT?

VAT stands for Value Added Tax, which is applicable to all stays of up to 28 days. Depending on the apartment you choose and the length of your stay, the VAT rate may vary from 0% to 20%. All Citybase Apartments rates include VAT, unless otherwise stated. This means that the rate you see on the website is the total price for the apartment - no taxes or service charges will be added to your bill.

Are there any other costs?

All utility bills are included in the rates. The only additional charges you may incur would be for any phone calls that you make and for internet access, where applicable. Other facilities and services, such as car parking and grocery shopping, may also be chargeable. Please see each apartment's own page for details.

What other services can I expect?

These will vary from apartment to apartment; see each apartment's own page for details. Among the services commonly offered are airport transfers, room service, dry cleaning, concierge and grocery shopping.

What happens when I arrive at the apartment?

Different apartments have different check-in procedures. Most apartments have a manned reception desk, like a hotel, where you can pick up your keys, whilst others have a meet-and-greet service. Some have a system whereby prior to arrival, you'll be given an entry code to get into the building. Once inside, you'll be able to use another code you'll have been given to access a mini-safe, within which you'll find the keys to your apartment.

What credit card details must I supply?

We require the credit card number, CVV security code, expiry date and also the full name and billing address of the credit card holder.

Is it safe to supply my credit card details?

See our site security section for full details. Once you have clicked the 'Book This Apartment' button, you will be taken to the booking form for you to complete. The booking form is hosted on our secure server. All the information you submit on the booking form is encrypted between your browser and our server. We use SSL for encryption. This is the most common and accepted encryption system used on the web.

When will my credit card be charged?

This depends upon the particular apartment that you have chosen to book. You can find this information towards the bottom of each apartment's web page, under the heading 'Terms and Conditions'. The booking process is clearly described here so you know if, when and what you will be charged. In many cases, your card will NOT be charged until you arrive at the apartment, where you can arrange to pay with your card or cash, whichever method is appropriate to you and the apartment's reception. Most apartments will require you to produce a method of payment upon arrival, as you would expect in a hotel, whether it be cash, banker's cheque or, more usually, credit card details. This is to cover any incidental costs you might incur, such as telephone calls from your apartment. If you fail to cancel your reservation and do not arrive at the apartment, the apartment may charge your credit card with a cancellation fee, which varies according to the particular apartment (again, you can see this on the apartment's web page under the heading 'Terms and Conditions').

How do I amend my booking?

You can contact us by email, telephone or fax with any amendments you require, for example, if you want to add nights to your booking, or change the apartment type (see contact us). We cannot, however, guarantee availability if you require extra nights. If you wish to reduce the number of nights booked, you may be subject to a cancellation charge, but we will always do our best to help you.

How do I cancel my reservation?

All the apartments featured on the website have a cancellation policy that must be observed. This can be seen on the apartment's detail page, and also on the booking confirmation email that we send to you. To cancel a reservation, please contact us as soon as possible by telephone or email, quoting your booking reference number (also contained within our email). We will then make the cancellation with the apartments. If any cancellation charges apply, we will liaise with the apartments on your behalf to try to reduce them to a minimum, and will contact you to confirm what (if anything) will be charged to your credit card.

If you need to cancel a booking urgently, and it is outside our office hours, then we advise you to inform the apartment directly using the contact details you'll find on the confirmation email.

What does the term Cancellation Policy mean?

Each apartment has its own cancellation policy, and it is important to read this carefully before booking. If you cancel your reservation within the required time before arrival stated in the apartment's cancellation policy, you will not usually incur a cancellation charge. Towards the bottom of each apartment's web page, you'll find a section entitled 'Terms and Conditions', which clearly describes the cancellation policy. If you fail to cancel your reservation and do not arrive at the apartment, the apartment may charge your credit card with a cancellation fee, which varies according to the particular apartment (again, check the cancellation policy for details).

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