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FAQ

Frequently asked questions

Reservations

What are the terms and conditions of sale via internet ?

The prices indicated are per apartment and per night. Prices do not include hotel occupancy taxes, which must be paid on site. We offer several rates. When making your reservations, you will be informed of the terms and conditions of sale for each rate. You may also consult our terms and conditions of sale on our website.

How do I manage my reservation ?

On the www.myresidhome.com website, click on “My Account” on the top of the page, then select the “My Reservations” tab. This tab contains all the information regarding your reservations: dates, residences, rates, discounts. To modify or cancel a reservation, all you have to do is click on the “Contact” button, then fill in the subject of your request as well as your message. To manage an online reservation that you have made on a website other than myresidhome.com, please contact the residence directly.

How ofter are apartments cleaned ?

The apartment is cleaned prior to your arrival. During your stay: daily housekeeping is included for stays 27 nights. This is valid for all residences with the exception of Residhome Paris Opera and Residhome Arcachon Plazza (detailed information is available at these residences). Additional cleaning of the apartment Is available upon request (as a paid option: price list available at reception). When you check out, the apartment should be left clean, “with reasonable and due care.”

How do I reserve my suite on line ?

You can make a reservation 24 hours a day, 7 days a week on the www.myresidhome.com website or by telephone at 0 825 36 34 32 (€0.15 including VAT/min. + the price of the call) or by calling +33 (1) 53 23 38 38 from outside of France. You can reserve your aparthotel directly on the site's homepage. In the reservation area on the top of the page, select your destination, your dates, and the number of guests, then click on “Search.” You will then be directed to our reservation search engine and our rates. Once you've selected your residence and are on its presentation page, you can than continue your reservation by clicking on the “Reserve” button.

I don't want to pay for my stay online. Are there any payment alternatives ?

Yes, by calling the reservation center at +33 (0)1 53 23 38 38 you can pay for your stay by check or bank transfer.

Is online payment secure ?

Payment for your stays is made through the Paybox payment platform, which is certified to be compliant with the PCI/DSS (Payment Card Industry/ Data Security Standard) by Visa and MasterCard. This certification stipulates the application of the strictest rules with a view to protecting cardholders' data transmitted during payment transactions.

Can I make my booking directly with the reservation center ?

Yes, all you have to do is call +33 0(1) 53 23 38 38.

The internet site won't accept more than five apartments per booking. What can I do to reserve more apartments at a time ?

Contact the reservation center at +33 0(1) 53 23 38 38 or the residence directly.

What does 'online deposit' mean ?

For any online reservation of a stay of 28 nights or longer, we request that you to pay a 25% deposit online.

Part of my stay is during the low season and another during the high season. How will the rate be calculated ?

The rate will take into account the length of stay during the low season, as well that during the high season.

Which methods of payment are accepted in the aparthotels marketed on MyResidhome.com ?

Several methods of payment are accepted to pay for your stay, depending on the establishment: Visa, MasterCard, American Express, and JCB cards, Chèques Vacances holiday vouchers, etc. Get in touch with your aparthotel to discover the complete list of accepted methods of payment.

Check-in/Arrival

What are the check-in and check-out times ?

You may access your apartment starting from 3pm on the arrival date. Keys must be returned by 12pm on the departure date.

What time is reception open in my residence ?

Each residence's reception hours will be communicated to you in the reservation confirmation e-mail. During these times, our reception team will have the pleasure of personally giving you the keys to your apartment. Check-ins outside of these times are possible, 24 hours a day, 7 days a week (see below).

How do I access my appartment outside reception opening hours ?

If you arrive outside reception opening hours, the residence will communicate the required access codes and check-in procedure to you directly. An envelope with your name will be placed in the safe located in the residence's reception area. The safe's code will be sent to you by e-mail. In the event of a problem, an emergency contact number is indicated on site.

Do the residences have entry codes, and if yes, where do I get the number when I arrive ?

At the residence's reception, in the hospitality office.

Services at the residence

What services and amenities are available ?

Each residence offers a set of services and amenities that are included in the price or available for an extra charge, such as: reception, baggage room, internet access, breakfast, housekeeping, linen kit, laundry facilities, parking, meeting room, etc. You'll find details on each residence's presentation pages.

What time is breakfast served ?

Breakfast times are specific to each residence. They are indicated in the information note available in each apartment.

Is there an extra charge for pets ?

A nightly charge will be billed for all stays involving pets. Only small pets are accepted at MyResidhome.

Which services are not included in the price of my Residhome aparthotel, and cost extra ?

Extra maid service (daily cleaning : bed made, dustbins emptied, bathroom cleaned and dried, towels changed / extra cleaning : linen change, floors and furniture vacuumed, cleaned, and dusted in each room, bathroom and toilet desinfection, dustbins emptied / full cleaning : full cleaning of the studio or apartment), breakfast (every day except Sundays and public holidays), parking, telephone calls...

Staying in an aparthotel

Is it possible to rent an apartment for a year or more ?

Yes.

Are pets allowed in the residences ?

Yes, pets are welcome in our extended stay hotels, but require a fixed surchange per day.

Are sheets and towels provided ?

Yes and they're changed once a week.

Is breakfast included in the price of my stay, or is it extra ?

No, breakfast is extra unless there is a specific agreement.

What time can you have breakfast ?

Starting at 7, unless stated otherwise at the residence.

Which appliances are available in the kitchenette ?

The kitchenette has a microwave, a refrigerator, a hot plate and all the common kitchen utensils (frying pan, pots, silverware...) and a kettle. The 4-star aparthotels are mostly equipped with an espresso coffee machine and a maintenance kit.

Is parking included in the price ? Is it outside or inside the residence ?

Parking is extra. The rate is available on the internet site. In general parking is inside; this is specified on each residence's fact sheet.

Is maid service daily or weekly ? Is it included in the price ?

Weekly maid service is included in the price.

What should I do in case of accidental damage to my suite ?

Notify the hospitality office or reception as soon as possible.

Check-out

Can I postpone my departure date (extend my stay) once I'm already staying at the aparthotel ?

Yes, if you notify the team and if there are suites available.

Cancellation Policy

How do I cancel a pre-paid reservation ?

You can cancel your reservation according to the general conditions of sale by calling the residence or the reservation center and confirming the cancellation in writing (fax, letter, or e-mail).

Miscellaneous

How can I take advantage of the corporate rates offered by MyResidhome ?

By going to the « corporate clients » section of the internet site or calling the reservation center at +33 0(1) 53 23 42 89 (free service + call price).

What is an aparthotel ?

As the combination of the two words « apartment » and « hotel » suggests, an aparthotel is an establishment that doesn't rent rooms, but fully equipped studio, one bedroom, or two bedroom suites with hotel-type services either included in the rate, or extra.

Are there any aparthotels located outside of France ?

Not at the moment, but the group which includes the Residhome brand is planning to develop internationally in the medium term.

Is there a hotel tax and if so, how much is it ?

Some residences have to charge a hotel tax, which is collected by the town or city.

Do you offer a car rental service directly at the residence ?

Not at the moment, but Residhome guests can take advantage of special rates at Hertz. We are currently considering a project with this partner.