Book your stay at stayci serviced apartments

Frequently Asked Questions

Below you can find our most frequently asked questions. For more information, any specific questions or apartment related matters please check out the apartment details on stayciapartments.com, contact our office by telephone +31 70 331 61 91 or use the form below.

Room & Booking questions

How can I book a Stayci Serviced Apartments?

If you would like to make a reservation with us, you can book your apartment directly via our website. If you prefer, you can also contact us by phone, we would be more than happy to help.

How do I find the most suitable apartment for my stay?

Each apartment has its own specific combination of location and layout and has a maximum number of people it can cater for. Consider the size of your group and personal preferences for style and area. Then scroll down the summaries on the apartment page to see what fits your needs. If you require any additional information or specific housing solutions particularly for large groups, please feel free to contact us directly and we can give you the best advice regarding your options.

I would like to make a booking for a group, how do I arrange this?

If you would like to make a booking for a group, please contact us via phone or email. We can give you advice on which apartment(s) would fit your needs best. Not all of our apartments are published online at all times, as we reserve some of our apartments for potential returning customers.

How can I contact Stayci?

You can always contact us by phone or email:

Website                      www.stayci.com
Telephone                 +31 70 331 61 91
Mobile                        +31 6 51 35 32 54
Email                           info@stayci.com

Office address The Hague:

Prinsessegracht 6
2514 AN The Hague
The Netherlands                                                             

Office hours:
Monday – Friday: 10:00 – 20:00
Saturday – Sunday: 12:00 – 18:00

Office Rotterdam:

We do not have an office in Rotterdam. Check-in will be at the apartment and for questions you can call or email us.

Are there any disable accessible rooms?

Please contact us for more information as our rooms are very diverse and we are happy to help you in deciding which accommodation to choose.

Can I call you to make a reservation?

We are more than happy to help you with making your reservation, please call us directly.

Security

Is there any security in the apartments?

For your safety, we have installed camera security in the hallways of most of our apartments, covering the front access and common areas.

In case of any life threatening emergency, always contact the police, fire brigade or ambulance on 112. In non-life threatening cases, please contact our office or call 0900-8844 for the police. The pre-recorded message is in Dutch; however, the operators do speak English. For other emergency numbers, please refer to this website.

Confirmation and invoice

Will I receive a confirmation when I book?

Yes, after making the booking you will receive a confirmation from us with all the details about your booking.

Can I have an invoice of my stay?

Please let us know at check-in if you need an invoice, we will email this to you after your stay.

Directions

Where can I park my car?

Stayci does not offer parking, but we have listed the best options for you below.

 The Hague

 On-street parking 

  • There are clear signs on the streets with the parking times.
  • Metered parking times are from Monday until Saturday from 09:00 hr to 00:00 hr, and on Sunday from 12:00hr to 00:00hr. A number of streets have paid parking until 02.00 hr on Saturday and Sunday morning.
  • Costs may vary: € 2,67 – € 3,33 per hour.
  • Payments need to be made upfront by debit card or credit card at the city’s parking ticket dispensers. Payments can be made for a maximum of 5 hours in advance.

 Parking garage near the apartment

  • Open 24/7
  • There is no time limit parking
  • Costs vary per parking garage, please check the website Qpark.nl for more information.
  • Payments can be made upon departure

 Free parking

  • At Tolweg (and surrounding streets) or Trekvlietplein
  • There is no time limit
  • Takes you 10/15 minutes with public transport to the apartment, depending on which apartment you stay at and where the car is parked. More information about public transport can be found in attachment 1.

Rotterdam

 You can park your car in the streets

  • Monday until Saturday from 09:00hr – 23:00hr
  • Sunday from 12:00hr – 23:00hr
  • Costs: € 3,33 per hour.
  • You pay upfront at a parking meter by credit or debit card.
  • You can only pay for 5 hours upfront.

 You can park at one of the two parking garages around the corner of the street the apartment is located on.

  • Open 24/7
  • There is no time limit parking
  • Costs vary per parking garage, please check the website Qpark.nl for more information.
  • Payments can be made upon departure

 You can use the Park and Ride

  • 8 minutes with public transport to the apartment ( 6 stops) and your stop is called: Eendrachtsplein
  • You need to buy an OV chip card to park there. You can buy the card at the location and must use it to travel with public transport in Rotterdam.
  • Open 24/7
  • Costs: € 2,00 per day (when you use your OV chip card)
  • Costs: € 0,50 per 18 minutes with a maximum of € 17,00 a day (when you do not use an OV chip card)
  • Maximum parking hours: 72 hours.
  • Address: Kralingse zoom 50 Rotterdam.

Is there public transport?

The Hague and Rotterdam are well-equipped with a comprehensive network of buses and trams that makes getting around the city fast and easy. Are you planning to travel often by public transport? If so, it is easiest to buy an OV-chipkaart. You can use an OV-chip card to travel on the train, bus, tram and metro. You pay for your trips by topping up the card’s balance. You can find more information here. Travelling less often? Then you can choose to buy a single ticket for each journey.

Trams and buses

Explore the city by getting on and off the trams and buses. Plan your journey with this journey planner. Most Dutchies have the journey planner app on their phone.

Prices

Is the rate on stayci.com per person or per apartment?

The prices of our apartments are always per apartment and available for the maximum number of guests mentioned in the apartment details.

Are there any other additional charges or taxes involved?

All our prices on stayci.com are including VAT and excluding Tourist Tax (€3,35 per night, per person if you are older than 13 years – The Hague only). Additional charges depend on any extra services you book, such as an early check-in or late check-out.

Payments

How do I pay for the booking I made at Stayci.com?

During the booking process you make a prepayment with your credit card. This guarantees your booking. The prepayment amount is a percentage of the total costs as down payment. The balance due can then be paid prior to or on arrival in The Hague or Rotterdam. If you would like to pay the balance due in advance, please contact us at reservations@stayci.com.

What kind of credit cards are accepted?

We accept Visa and MasterCard.

Can I pay via banktransfer?

We are happy to receive the payment via bank transfer. Please contact us for further information.

What does Stayci do with my credit card details?

Stayci.com charges via the easy, effective and totally secure Stripe.com, which focuses on online and mobile app payments for forward thinking businesses. Stripe’s seamless security ensures complete confidence as they are certified to PCI Service Provider Level 1, the most stringent level out there. No sensitive data hits our servers, meaning none of your confidential details are ever stored on our database.

Can I pay in advance for my stay?

We are happy to assist you in paying for your stay in advance, please contact us here.

Is a damage deposit required?

Yes, we will reserve a certain amount on a guest’s credit card at check-in (the exact amount can be found in our terms and conditions). The reservation will be released on the conditions that you have left the apartment in good shape, returned the keys and no disturbance has occurred.

Is it possible to pay the rental balance and damage deposit in cash rather than with a credit card?

No, we don’t accept payments in cash. We prefer to take payments online rather than accepting cash at the office for the safety of both ourselves and our guests.

Can I book without a creditcard?

You will need a credit card to make a reservation. The name on the credit card should be the same as one of the guests staying in the apartment. Paying the security deposit in cash is not an option.

Check in / Check out

How do I check in?

The Hague

We guarantee that your room will be ready at 15:00hr on the day of arrival. You can check in until 20:15hr at our reception on the Prinsessegracht 6 in The Hague. Please note that the street name is PrinsesSEgracht, as there is also a street called Prinsegracht, which is located on the other side of the city centre. 

We can arrange a late check-in until 22:00hr at an additional fee of €35.00, only after you have received a confirmation email from our office.

Providing us with an estimated time of arrival in advance will help us to ensure an effortless check-in.  

Rotterdam

We guarantee that your room will be ready at 15:00hr on the day of arrival. You can check in until 20:15hr at the apartment at Eendrachtsweg 26, 3012 LB, Rotterdam.

We can arrange a late check-in until 22:00hr at an additional fee of €35.00, only after you have received a confirmation email from our office.

Providing us with an estimated time of arrival in advance will help us to ensure an effortless check-in.

How do I check out?

Check out is before 11:00hr. You can just leave the keys in the envelope on the dining table and close the door behind you. Please do not put the key inside the door, as we will not be able to open the door again. 

Please leave the apartment tidy so that our cleaning staff can clean the apartment after you have checked out. Unfortunately, if the room is left untidy, we need to charge the extra cleaning costs of the deposit on the credit card.

If you would like to stay a bit longer, a late check-out may be possible but will be based on availability and needs to be confirmed by Stayci. If this is not arranged and the apartment is not left after 11:00hr, a late check-out fee will apply (€50).

Can I store my luggage at the office?

The Hague

You can safely store your luggage in our store room. This service is complementary. Also, an early check-in might be possible subject to availability at the time of arrival, but cannot be confirmed in advance. If available, there is no extra charge. Please take note of our office hours in case you want to pick up your luggage or keys.

 Rotterdam

We do not have a room to store your luggage in Rotterdam. Lockers are available at Rotterdam Central Station; you can find more information here.

Can I arrive late?

Check-in is from 15:00hr until 20:15hr. If you would like to check in later, please contact us beforehand and we will check the possibilities. A late check-in is only possible after you have received a confirmation email from our office. Unfortunately, we do not have an overnight reception and are only able to help you in the office during working hours.

What is the check-in time?

The check in time is from 15:00hr until 20:15hr.

What time do we need to checkout?

Check out is before 11:00hr. We have to prepare the apartment from 11:00hr for the next visitors. You can just leave the keys in the envelope on the dining table and close the door behind you. 

Can I reserve an early check-in?

The Hague

An early check-in might be possible subject to availability at the time of arrival, but cannot be confirmed in advance. If available, there is no extra charge.

If the room is not ready yet, you can safely store your luggage in our store room. This service is complementary. Please take note of our office hours in case you want to pick up your luggage or keys.

Rotterdam

Unfortunately, we cannot arrange an early check-in for our apartments in Rotterdam.

Can I have a late checkout?

If you would like to stay a bit longer, a late check-out may be possible but will be based on availability and needs to be confirmed by us.

Change or cancel a booking

How do I change an existing booking?

If you have booked through Stayci or stayci.com, you can contact us here to make any changes. If you have booked through a different website, please contact that website directly for any changes regarding your booking.

How do I change the guest name(s) of my booking?

If you have booked through Stayci or stayci.com, you can contact us to make the change. If you have booked through a different website, please contact that website directly for any changes regarding your booking.

How do I receive a refund for my cancelled stay?

You will receive your refund within 14 days. Depending on which credit card company you use, it will take 0 – 4 days to be transferred back into your account.

If you cancel up to 14 days before arrival, we are able to refund your prepayment. If you cancel less than 14 days before your arrival, unfortunately, we cannot offer you a refund. We are also unable to offer you a refund if you have booked a non-refundable rate.

If you have paid your booking via bank transfer instead of via a credit card, we cannot transfer your money back to your bank account. We need a credit card to make a refund.

What are the cancellation terms and conditions?

You can cancel your reservation at stayci.com up to 14 days before arrival free of charge. We will refund the prepayment we received within 14 days. Depending on which credit card company you use, it will take 0 – 4 days to be transferred back to your account.

If cancelled or modified later, or in the case of a no-show, the total price of the reservation will be charged. This is also the case if you have booked the non-refundable rate.

Depending on the reasons for your cancellation, you may be able to reclaim these cancellation charges from your insurance company, if you have taken out travel insurance.

To cancel a reservation, please contact us as soon as possible by email, quoting your booking reference number (also contained within your email). If you have booked through another website, please inform that website as soon as possible.

If you have booked via another booking website, please contact that particular website to cancel your booking.

How do I cancel an existing booking?

To cancel a reservation, please contact us as soon as possible by email, quoting your booking reference number (also contained within your email). If you have booked through another website, please inform the website as soon as possible.

What will happen if I do not use the apartments and fail to cancel the booking?

If you do not use the apartment, forget to cancel or in the case of a no-show, the total price of the reservation will be charged. Depending on the reasons for your cancellation, you may be able to reclaim these cancellation charges from your insurance company, if you have taken out travel insurance.

Facilities

Is cleaning of the apartment included in the price?

Yes, the cleaning of the apartment is included. There will also be a weekly cleaning if you stay longer than 7 days. We do ask our guests to leave the apartment tidy so that our cleaning staff can clean the apartment after you have checked out.

Are linen and towels provided in the apartment?

Linen and towels are provided by us, and will be changed once a week. You will receive one big and one small towel per person and all beds will be made for your arrival.  

Is there free WIFI available in the apartment

Yes, we offer free Wi-Fi in all the apartments.

Is breakfast included in the rate?

We usually don’t offer breakfast in the apartments, but if you prefer to have breakfast, we can arrange this for you. Please contact us before your arrival.

Are there any child fees?

The prices of the apartments are per apartment, and therefore there are no child fees. Just make sure your group consists of the maximum number of guests allowed in the apartment.

Are baby beds or cots available?

Please contact us if you need a baby cot during your stay and we will check the availability. We have a limited amount of cots available; therefore it is important that you let us know beforehand so we can do our best to arrange one for you.

Do you provide extra beds?

We do not provide extra beds in the apartments due to safety matters. As per the fire regulations and for your own safety, extra guests are not allowed to stay in the apartment.

What facilities do you provide in the apartment?

The apartments we rent out are fully serviced apartments with everything you need during your stay. This includes a fully equipped kitchen, TV, free Wi-Fi, a hairdryer and most apartments have a washing and drying machine.

Included in the apartment:

  • one coffee/tea per person
  • sugar and creamer
  • two toilet paper rolls per apartment
  • shampoo, body lotion and shower gel (30 ml)
  • one big and one small towel per person
  • bed linen
  • kitchen towels
  • two dishwasher tablets
  • detergent and dishwashing brush

Do I need to bring my hairdryer?

There is a hairdryer available in every apartment.

Do you provide soap and shampoo in the room?

Yes, we provide a small bottle of shampoo, shower gel and body lotion of 30ml.

Are pets allowed in the apartment?

Pets are not allowed in all our apartments and may be subject to an extra fee. Please contact us beforehand. 

Terms and Conditions

Does Stayciapartments have minimum age requirements?

Bookings can only be made if you are 18 years or older.

Where can I find the terms and conditions?

You can find the Terms & Conditions here.

If you have any questions or comments, please use the form below and we will get back to you as soon as possible. You can also contact us directly by phone: +31 70 331 61 91.

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