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Dear guests…
if you take BODY, MIND, or SOUL on your journey, this section is for you
FAQ
Your questions, simplified
Check-in & check-out
Apartment amenities
Technical issues &
repairs
Additional services
Rules & regulations
Location,
transportation &
delivery
Payments &
formalities
Fun or unusual
questions
Check-in and check-out
Will someone be waiting for me at check-in?
You will receive detailed check-in instructions before your arrival. Depending on the property, it may be self-check-in using access codes, reception check-in, or a meeting with a host handing over the keys. We strive to make the process as smooth as possible, tailored to the location and your needs. We’re always available if you need assistance.
What if my flight is delayed and I arrive late at night?
Let us know in advance – we’ll ensure a smooth check-in regardless of the arrival time. Many apartments offer self-check-in options, allowing you to access your accommodation at any time. However, if a personal key handover is required, we will coordinate with the host to accommodate your late arrival, so you can start your stay without any inconvenience.
Can I request a late check-out?
If there are no incoming guests on the same day, we’ll be happy to offer a late check-out. However, if you want to ensure that you can stay longer, please let us know in advance. If available, we can extend your booking for an additional night to guarantee a later departure time.
Can I leave my luggage before check-in?
Contact us, and we’ll check available storage options. Some properties have on-site luggage rooms, while others may offer nearby storage facilities or partner locations where you can securely leave your belongings until your accommodation is ready. Let us know in advance, and we’ll do our best to assist you.
Do I need to clean the apartment before leaving?
Final cleaning is always included. We only ask that you take care of basic tidying, such as taking out the trash and washing the dishes, to leave the space in good condition. The rest will be handled by the cleaning team.
I can’t open the apartment door. What should I do?
Check if you’re using the correct key/ entering code. If the problem continues, contact us immediately. You can always find the emergency number in your check-in instructions. We’ll assist you.
Apartment amenities
Is there an iron and ironing board in the apartment?
Yes, most apartments provide them. If you can’t find them, let us know and we’ll guide you to their location. If the apartment isn’t equipped with ironing facilities, we’ll be happy to arrange.
Does the apartment have cable TV and streaming platforms?
While most apartments include Smart TVs and cable TV, it may not be available in every unit. Additionally, many apartments provide access to popular streaming services like Netflix, HBO but it is not a standard. Let us know your preferences, and we’ll check the available options for you.
Is there a comfortable desk for work?
Most apartments include a workspace. If you have specific requirements, such as a larger desk, an ergonomic chair, or additional office equipment, please contact us and we’ll be happy to find the best solution to meet your needs.
Does the apartment have a washing machine?
Most apartments are equipped with a washing machine. If one is not available, this will be clearly stated in the offer. In such cases, we strive to provide convenient alternatives, such as access to a laundry facility in the building or nearby.
Are all apartments fully furnished?
Yes, all our apartments are fully furnished and ready to move. Each includes a functional kitchen with essential appliances and tableware, a comfortable living space with amenities, a washing machine, as well as bed linens and towels. Detailed description and photos are always provided in our offers.
Are towels, bed linens, and toiletries included?
Yes, towels and bed linens are always provided and changed during each cleaning service. Basic toiletries may also be available, depending on the apartment. If you have specific requirements, feel free to ask!
Are kitchen essentials provided?
Yes, all apartments feature a fully equipped kitchen or kitchenette, including cookware, utensils, and essential appliances such as a stove, oven/microwave, kettle, and fridge. Some apartments may include additional amenities like a dishwasher, toaster or coffee machine. If you have specific requirements, feel free to let us know!
Technical issues & repairs
My washing machine/dishwasher/heating/other appliance is not working – what should I do?
Please contact us directly to report the issue and we’ll arrange repairs as soon as possible. In the meantime, please share any details or error messages, every detail helps us to resolve the problem faster.
The Wi-Fi connection is weak. What should I do?
Try restarting the router – it often helps restore a stable connection.. If the issue persists, run a speed test and send us a screenshot of its’ results. This will help us assess the situation and take the necessary steps. We’ll take care of it.
What if I accidentally damage something?
No worries, accidents happen! If something gets damaged, please inform us as soon as possible, ideally with a photo. Our goal is to handle such situations smoothly and fairly, ensuring minimal inconvenience for you. Depending on the nature of the damage, we’ll discuss the next steps and possible repair or replacement options.
Can power outages occur in the apartment?
Power outages are very rare but can happen, usually due to external network failures. In most cases, they are resolved quickly by the local utility provider. Should you need any assistance, feel free to contact us – we’ll help you get updates on the expected restoration time and suggest possible temporary solutions if needed.
I lost my key/card. How can I get a new one?
Let us know immediately – we’ll provide a new one as soon as possible. In some cases, a lock replacement fee may apply, but we’ll inform you in advance.
Additional services
Is the apartment cleaned during my stay?
Regular cleaning is included, but you can adjust the frequency or request additional services.
By default, weekly cleaning is included in the price, but we are flexible – if you prefer to skip or adjust the frequency, we will accommodate your preferences. The service includes general apartment cleaning, changing fresh bed linens and towels. If you have specific requests regarding the schedule of the cleaning, we will be happy to arrange it in a way that is most convenient for you.
Can I book a massage after a long day of work?
Yes, we can help arrange a massage in the apartment or at a nearby spa. Please let us know your preferred time, type of massage, or any specific requests, and we’ll take care of the rest. If you need recommendations, we’re happy to suggest the best options available.
Can I arrange weekly grocery deliveries?
Of course! Please just share your shopping list, and we’ll arrange the delivery at a time that suits you. Whether you have specific brand preferences or favourite items, we’ll do our best to accommodate your needs.
Can you help me find a school or kindergarten for my child?
Absolutely! We can recommend suitable schools/kindergartens based on your child’s age, language preferences, and specific needs. If necessary, we can also adjust your accommodation to ensure proximity to the selected facility.
Can I get assistance in case of emergencies?
Of course! Our team is available 24/7 to assist with any urgent issues. You can always find our contact details in the Guests section of our website, as well as in your booking confirmation and check-in instructions. If you need immediate assistance, don’t hesitate to reach out!
Rules & regulations
Can I bring a pet?
Sure, our guests have even travelled with rabbits and turtles! It all depends on the apartment rules, so let us know in your initial request, and we’ll find a pet-friendly option for you.
Can I smoke on the balcony?
Smoking policies vary depending on the apartment and building regulations. In some places, smoking on the balcony is allowed, while in others, it is strictly prohibited. If this is important to you, please mention it when making your reservation request, and we’ll find accommodation that suits your needs.
Are there any quiet hours in the building?
Yes, most buildings have designated quiet hours, typically starting at 10:00 PM and lasting until morning. During this time, we kindly ask you to keep noise levels to a minimum to ensure a peaceful environment for all residents. Should you have any concerns about noise during your stay, feel free to reach out.
Can I host a small gathering in the apartment?
In most apartments, you’re welcome to invite family or friends for a short stay. However, it’s always good to check if there are any specific rules – some properties may have guest limits or require prior notification. Let us know about your plans, and we’ll be happy to confirm the conditions and inform you of any potential additional costs.
Can I rearrange the furniture?
To ensure the apartment remains in perfect condition, we kindly ask that you to avoid moving the furniture yourself. If you have any preferences, please let us know – we will be happy to assist.
Can I redecorate the apartment during my stay?
Feel free to add personal touches like flowers, standing photo frames, or your favourite blanket. However, any significant changes, such as painting, altering the walls or rearranging furniture require the owner’s approval. If you’re considering any modifications, please let us know in advance, and we’ll check what’s possible for you.
Location, transportation & delivery
Can I park near the apartment?
Parking availability depends on the location. Some apartments offer on-site parking, while others may have nearby public or private options. Depending on the location, additional fees or specific parking regulations may apply. Let us know your needs, and we’ll provide the best parking recommendations.
Is the location safe?
Safety is our priority. We carefully select our apartments in safe areas. If you’d like more details about the area, including safety, transportation, or local recommendations, let us know – we’ll be happy to share insights, including tips from locals!
Where can I find the nearest shops/restaurants?
Let us know your preferences, and we’ll recommend the best options nearby. If you’d like a table reservation at a restaurant, just let us know, and we’ll be happy to arrange it for you.
Can I send a package to the apartment?
Sure! Just let us know, and we’ll provide the correct shipping address. If your package arrives after check-in, there’s no problem – you just need to be in the apartment to receive it. However, if you’d like it to be there upon arrival, we may recommend an alternative delivery address to ensure secure receipt.
Will I have direct access to a mailbox, or will my mail be delivered to me?
If you’re expecting mail during your stay, let us know in advance, so we can confirm the best mailing address. Not all properties provide guests with direct access to a private mailbox, which may cause delays. However, we’ll do our best to ensure you receive your mail as quickly as possible, either through direct access or personal delivery.
Payments & formalities
Is a security deposit required? How is it refunded?
A security deposit is not always required, but if it is, you’ll be informed in advance. The deposit is fully refundable after check-out, provided there are no damages. In some cases, instead of a traditional deposit, certain properties may allow you to sign a letter of guarantee. This means no upfront payment is needed, but you agree to cover any potential damages incurred during your stay.
How are utility payments handled (electricity, water, internet)?
Utilities are always included in the rental price – no hidden fees. Our offer is fully transparent and provides a detailed breakdown of what’s included in the rate. If, for any reason, utility usage limit applies, we will inform you in advance.
Can I get registration at the apartment’s address?
This depends on local regulations and specific rules of the apartment. Some properties do not allow official address registration, as they are legally designated for short stays only. If you require registration, please let us know at the inquiry stage, and we’ll offer accommodation that meets your needs.
Can I cancel my reservation free of charge before the confirmed check-out date?
Each booking confirmation includes a clearly defined cancellation policy, agreed upon in advance. This ensures full transparency, so you know exactly when you can make changes without any fees. However, we understand that plans and projects can change. If that happens, please contact your booker asap, and we’ll arrange the most favorable cancellation terms for you.
Can I extend my stay?
If you need to extend your stay, please inform your booker as soon as possible. The earlier you let us know, the higher the chance that we can secure the same apartment for you. If it’s available, we’ll be happy to block the calendar and extend your reservation. If the apartment is no longer available, don’t worry – we’ll suggest other comfortable options and assist with a smooth transition.
Fun or unusual questions
Can I take a pillow or towel as a souvenir?
We’re glad you like them! While these amenities must stay for future guests, we’d be happy to share where you can buy the same items. Please remember that the best souvenirs are always memories and photos!
Can I stay here forever?
We love that you’re enjoying your stay! While this apartment might not be available permanently, we’d be happy to help you find a long-term rental that suits your needs.
Are the neighbors friendly?
Every place has its own vibe. Some are caught up in their daily routines, while others are happy to exchange a friendly greeting. A smile in the hallway always helps!
Are there any secret passageways in the apartment?
None have been reported… but if you discover one, let us know! 😄
Need assistance or have suggestion?
We’re Listening.
Exclusive Worldwide Sp. z o.o.
ul. Krawiecka 6/4
50-148, Wrocław (Poland)
KRS: 0000447618
TAX ID: 8961532819
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