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Accommodation info

May 18, 2019 by admin

Frequently asked questions (FAQ)

 

Are SYLQ Living apartments furnished? What is included in the price?

All SYLQ Living apartments are furnished, and prices include water and electricity. Services to help your day-to-day life (for example, cleaning services) are also available.

How can I reserve an apartment from SYLQ Living?

You can reserve an apartment directly online. If you cannot find what you are looking for, please contact our bookings team. You can contact us by phone or email.

What information does SYLQ Living need to make a reservation?

To make a reservation, we need to have your name. The reservation can be made either in the name of a private person (age limit 23 years) or a company. To make the reservation we need the personal identity number/passport number or a company’s VAT number. We always check the credit report for the individual or company. In addition, we need up-to-date contact information (home address, email address and phone number) as well as basic information about all tenants.

How can I cancel the booking or change the booking dates?

With our Flexible Reservation service, you can cancel the booking or change the dates according to the following terms:

You can cancel the booking or change the dates by the latest at 16:00 seven (7) working days before arrival. Price £200  + VAT 10 %.

Please note that the cancellation or changes for arrival or departure dates are not possible without this service. Flexible Reservation service cannot be purchased after booking.

The service fee won’t be refunded if a reservation is cancelled, but the price of your reservation will.

Notice of changes or cancellation must be given in writing by emailing our customer service team.

Why do prices vary for the same apartment or room?

Prices vary according to the length of your reservation and the termination period you select when making your reservation. A longer agreement with a long termination period earns you a more affordable price than a short agreement.

Why can’t I reserve an available apartment for the day I want?

If you are having difficulties in booking an apartment online, please contact our bookings team.

How long can I wait before I have to decide whether or not to confirm my reservation?

If you book through our online shop, your reservation is confirmed when you pay. If you receive an offer by email, your reservation is in effect.

How can I pay?

The reservation can be paid for online or with online banking or a credit card.

Can I pay for my accommodation by invoice?

Yes of course, you can. If you book online, you must pay for the initial period when you book. You will then pay through recurring billing. If you want to pay only by invoice, please contact our bookings team.

Can I reserve an apartment or room even if I have an adverse entry on my credit report?

We can make an agreement in this type of situation. In such a case, the entire price of the accommodation and security deposit is paid in advance.

I will be arriving late in the evening. How can I get my keys?

If you are not able to pick up the keys during office hours, contact our customer service well ahead of time and make arrangements for the keys to be delivered (where and when the keys need to be delivered). Please note that this service comes at an additional cost.

If you are not able to get the keys yourself, you can provide our customer service with the identity information of the person who will pick them up. We will provide the keys to the designated person after verifying their identity.

How does a key code lock work?

Some of our locations have locks that work using key codes instead of traditional keys. The code will be sent to you by text message and email by 16:00 on the day your reservation begins. If you have not received your code by 16:30 on the day of arrival, please contact our customer service. You can use the code to enter the building and your room or apartment.

Using the code: enter the five-digit code followed by hash on the keypad on the door, for example 12345#. If you enter the wrong code, press the # key again before re-entering your code. When you have entered your code, you will hear the lock click open. Pull the door open using the handle. It may be necessary to pull forcefully.

Who handles cleaning in SYLQ Living apartments?

Our own service team is responsible for the condition and maintenance of our apartments. If you would like to order cleaning or linen service during your stay, please contact our customer service. You can also order a final cleaning – this way, all you need to worry about at the end of your stay is packing up your personal items; you can let us take care of the final cleaning. However, please note that you are responsible for keeping your apartment tidy during your stay.

The washing machine or another appliance in my apartment isn’t working. What should I do?

Please call or email our guest service team and report the problem as soon as possible.

How quickly can SYLQ Living’s maintenance team help me out?

We offer the following response times to your maintenance requests:

Same day

• Safety risks in the apartment
• Bed linen deliveries
• Missing beds
• Electricity
• Water disruptions
• Blocked drains
• Internet connection
• Lighting of entire rooms or the entire apartment
• Water damage or risk of water damage
• Lock replacement
• Domestic appliances if they have broken down while in use (e.g., while laundry or dishes were in the machine, etc.)
• Water and showers faucets
• Windows
• Pests
• Cleaning (in case of complaints)

Within three days

• Malfunction (e.g. dishwasher, washing machine, television, microwave oven, stove, oven, tumble dryer, room lighting if some lights are still working)
• Missing equipment

Within seven days

• Movable property such as lamps, tables and chairs
• Small appliances such as coffee makers, water kettles, toasters, etc.
• Changes of lamps
• Kitchen utilities and cutlery
• Non-urgent damage such as loose floor moldings

Are pets allowed?

No.

Do SYLQ Living prices include electricity?

Electricity and water costs are included in the price of all SYLQ Living properties.

How do I terminate a reservation?

You can terminate your accommodation agreement in writing by emailing our bookings team.

At the end of my reservation, do I need to clean the apartment myself?

The apartment must be left in a good, tidy condition when you move out, so please take good care of the general tidiness during your stay. SYLQ Living’s cleaning team will do a final clean after your stay.

Where can I return my key?

At the end of the accommodation period, you can leave your key as per the instructions in your booking email. If you lose your keys, please inform SYLQ Living customer service immediately. Check-out is at 11:00.

When and how will the security deposit be returned?

The deposit will be returned to the account you designate within two weeks of the end of the reservation if the terms of the agreement have been fulfilled.