Questions

As we wish all our clients to have a pleasant stay,  we have included answers to frequently asked questions about your apartment rental. Please do not hesitate to write, telephone or email us any questions that we have either omitted or on which you require further information.

Regards.

The HSA team.

 FAQ

1. What is the difference between a hotel,  an (aparthotel) and a private apartment ?
   A1: (Hotels) are rooms and suites without self catering facilities (Aparthotel) is a  self catering, serviced apartment in a block. The apartment is  equipped with a kitchen and kitchenette and is often run on the same lines as a hotel and would have day or 24 hour reception but would not usually have hotel "porters". The aparthotel would usually have a minimum stay of  one to three nights and occasionally of 1 week. There is also chambermaid service of between 1 and 7 days per week depending on the aparthotel .......(Private Apartment) is an  Un-serviced apartment is a one-off apartment rented out on behalf of a private owner.  As the owner may use the accommodation on a part time or regular basis, the apartment is let out during his/her stay away.  These apartments do not have the usual "aparthotel" facilities discussed above but may on occasions have once per week maid service.
2. Do you provide additional services ?  
    Just let us know of your requirements, and if it possible,   we will quote on any additional services. We can provide you with airport transfers, some city tours. We do not provide flights
3. What is included in the rent/price?
   A3: The price includes, unless otherwise specified, all outgoings with the exception of telephone calls, extra chamber maid service, cabs etc. 
4. How about linen and towels ?
   A4: For hotels and aparthotels linen and towels are changed at least once a week and is usually at the management's discretion. Private apartment  and aparthotels, have the initial linen and towels  in the apartment included  on arrival. For any extras, for the aparthotel, your request should be directed at reception or management. For the private apartments, only two sets are supplied, the initial already furnished  for the first week stay and a second set, with no charge. For stays of over 2 weeks extra linen may be chargeable and  would be available on demand.  Under normal circumstances, a  third set should  be in a sealed bag in the apartment and if used under any circumstances, a charge will be made and  will be deducted from the holding deposit. When no extra sets are available, contact our office and at an extra charge,  we will endeavour to supply ASAP.
5. Do you supply soap, toilet paper and other in the apartment ?
   A5: Most of the hotels and aparthotels supply toilet paper  and complimentary soap and toilet paper on arrival and then clients do their own purchases or is restocked when "serviced".  As for the private apartments, toilet paper should be available on arrival. Clients are advised to do their purchases soon after arrival at the accommodation.  Soap is not usually supplied and we strongly advise our clients to include a bar of soap in their toiletries "just in case".  Remember that the privately owned apartment do not have the frills that the  hotels or aparthotel would. In most cases, no food, welcome packs or washing up liquid are  supplied with the apartment. Shelves, with the exception of the crockery and cutlery,  pots and pans should be empty. Other item such  electric fans and air conditioning is only included if mentioned in the description of the apartment. No refunds will be given on unusually hot days.
6. What about the telephone and when do we get our telephone/security or damage deposit back ?
   A6:  With the hotels and  aparthotel, there is a switchboard or a direct dialling system where you can either contact reception or call directly by dialling the popular (9) number or equivalent.  There is  usually  a phone in the private apartment.  Charges may be high and we would recommend that you check the cost at  reception. You usually need to present credit card details on check-in or occasionally from the managing agents via ourselves prior to arrival by completing and faxing back a form. 
7. What about the telephone and when do we get our telephone/security or damage deposit back ?
   A6:  With the hotels and  aparthotel, there is a switchboard or a direct dialling system where you can either contact reception or call directly by dialling the popular (9) number or equivalent.  There is  usually  a phone in the private apartment.  Charges may be high and we would recommend that you check the cost at  reception. You usually need to present credit card details on check-in or occasionally from the managing agents via ourselves prior to arrival by completing and faxing back a form. 

As for  the private apartments,  there are several methods used depending on the UK system:

• Direct line for incoming  and outgoing calls. These  would have special equipment to monitor calls and are usually charged at a premium but not as costly as hotels or aparthotels. Bills are usually available on request shortly after departure and telephone charges are deducted from the telephone/security deposit. Charges are from  2.5 times more than BT rate (telephone company). If the cost per call is not specified on arrival, please check it out by calling our office during working hours.  With some of these systems, including local calls, the full area code (e.g. for Central London 020 - number) is to be dialled. 
• Lines for incoming calls only, with no outgoing calls with the  exception of 0800 or free toll  numbers . Special phone cards can be purchased from local shops and calls are very much cheaper than using the usual BT lines. No telephone bill is presented.
• Incoming and outgoing calls  come directly through the BT lines. Holding deposits would then only be returned in three months or when the telephone company present their account of charges. This is often the case with the London outskirts apartments that often have longer rentals. 
• Incoming and outgoing calls  come directly through the telephone company on pay as you talk with a credit card.

To enable us to return  deposits as soon as possible, with the private apartments, we often have no alternative but to bar calls to all operators.  On very few occasions 0800 may also be barred but this may be sorted out by calling our office and we will advise easy ways to enable the use of free toll numbers. 

8. What about collecting keys for the apartment?
   A7: With hotels and aparthotels where 24 hour reception is available, you simply check-in on arrival as you would with a hotel. When only day reception is available from Monday to Friday, collect at  reception during working hours - 09.00 to 17.00.  For late or weekend arrivals, special arrangements need to be made ahead of time and full arrival details are required.

Private apartments:   Due to the different types of accommodation, this will be advised on confirmation where  key collection details will be provided. We always request that you call our office about 1 week prior to your arrival date to make arrangements. If not communicated, please  ensure that you have all key instructions before starting your travels. In all cases exact arrival and flight details are required - especially for the  private apartments and those aparthotels with day  and no week end reception. 

Some of the possibilities are:

• Meet and greet at the apartment when you would telephone the key holder at the port of arrival  and fee is charged.
• By airport transfers, keys would with the driver, chargable.
• From concierge

9. What happens if I have a problem on arrival ?
   A8: With the hotel and aparthotels your first port of call should be the reception desk or management if on the premises.  This is valid for most queries such as maintenance, earlier check-ins etc.  For the private apartments, please call our office during working hours and we will endeavour to deal with it as soon as possible. After hours, call our office number where an emergency number is left on the answer machine for you to call. After working hours, only use the emergency number if  the matter is VERY urgent such as not finding the keys on arrival or perhaps not having the apartment address. Normal maintenance problems can only be dealt with the next working day or as soon as is humanly possible. For emergencies such as fire and theft or other related matters, police should be contacted immediately by dialling, e.g. 999  for the UK, and then reported to us ASAP.

For private apartments in cities other than London such as Paris, Florence and Rome HSA should communicate to you  instructions for the keys collection and and telephone number for emergency  or other. If this relevant information is not communicated to you  one week prior departure, please send us an urgent email or fax, during working hours, and we will revert back to you ASAP. Please do not leave this to the last minute or when you arrive in Paris, etc. For the hotels and aparthotels in all countries, same rules apply as specified above where you direct all queries to the reception or management. 

10. On departure, where do we leave the keys?
    A9: At reception when it is a hotel or an aparthotel. As for the private apartments, the keys are usually brought back to our office during working hours. If this is not possible, please call our office during working hours for instructions.  In some cases we will ask you to leave them in the apartment and lock the door behind you, take them to an alternative address, or other. Always check with us first as we need all our keys. Missing keys need to be replaced and occasionally locks will also need replacing for security reasons. Costs will be detained from your damage deposit in the case where keys have not been safely received as per instructions  - so please be careful. 
11. Do have an an airport pick up service?
    A10: Yes, at competitive rates, we can arrange for an executive chauffeur driven car to pick you up from the airport - Heathrow, Gatwick, Luton or  City Airports. You can also have the same service from the apartment to the airport on your way home.  With the private apartments, keys can be brought with the driver and you can be taken straight to the apartment without coming to our office first.  All this should be arranged prior to arrival. With all flight details in hand, the chauffeur will check for any flight delays, and should be there when you check out of customs with the usual "name board".  There may be an extra charge if you are delayed at customs as wait time is up to 20 minutes. Payments are made when confirming the reservation. Also note that we need exact number of people (and occasionally of luggage) in the car prior to making the reservation for licensing reasons.
12. When my flight is early, can I have early occupation of the apartment?
    A11: This is unlikely and there's no guarantee of early occupancy unless you book the night before your arrival date. In this case you can arrive as early as you like as you will have paid for the apartment and no other guests will be checking out that morning.  Depending on the management, guaranteed check-in is between  2.00 - 4.00 pm day of arrival. Of course, if the apartment is available, clean and unoccupied on your arrival, there should be no problem with early occupancy and you will not be charged. This can only be advised on arrival and not days or weeks prior. So please do not take for granted  or assume that the apartment  is available for early occupancy, even if one of our staff has advised or promised you. Sometimes a situation may arise where a current occupant has extended and the situation has changed.  "GUARANTEED EARLY OCCUPANCY IS A DEFINITE NO- NO UNLESS PRE-BOOKED".
13. What happens if I have a late flight and would like to stay longer in the hotel/aparthotel/ apartment ?
    A12: Again, this is another definite NO. If you wish to ensure that the apartment is available after departure time, the apartment must be booked an extra night. In most cases the the accommodation is booked back to back and they have to be thoroughly cleaned and ready for the next guest. Again, any exception to this can only be advised soon before departure and not days or weeks prior. The unit must be vacated, in most cases between 10.00 AM - 12.00 AM strictly at the managements discretion and terms. So please, again,  do not assume that the accommodation is available after check-out time unless agreed within a day of your departure date.
14. Can I extend my stay ?
    A13: Certainly, only if the accommodation is available on the dates that you want to extend. Please check our office and we will check with the accommodation provider.
15.  Can I extend my stay ?
    A13: Certainly, only if the accommodation is available on the dates that you want to extend. Please check or office and we will check with the accommodation provider.
16. Why should we book an apartment with HSA?
    A14: We would say for the very special service that we give. Every client is important to us and as it is a  family business, you get that special attention and personal service. We also have a far reaching service with hundreds of apartments that we can offer at our fingertips. We will go that extra mile for you.
17. Do you charge the same price as if we book directly with the establishment?
    A15: For the hotels aparthotels, to the best of our knowledge we will only offer the published rates. Sometimes we even offers special deals  that are only available through an organisation such as us.
18. What is the benefit if  I rebook the apartment with you and not directly with the establishment? 
    A16: Why not with HSA! We hope that if you like our servicee and book through us again. It makes us proud when we have return clients and that we're doing things right.  We may even offer you better or that you may not know about. Plus - its always great to build on a long term relationship! It is logical that if you are pleased with our service, the only way to show tyour appreciation is to come back for more. Of course, on the rare occasion that you are not satisfied, please let us know and we will do our best to put things right! 
19. What about terms of stay and how to book, etc?
    A18:  For booking procedures,  terms and conditions and our booking form,  please refer to our web site and  follow instructions. Please call us for further assistance if required. 
20. Why is there a credit card surcharge? 
    A18: Credit card companies charge us a fee when you use your credit card. We are now having to pass this fee on to the customer but if you use your debit/switch card (UK only) there is no fee as we get charged less for any transactions on Switch.

We all at HSA thank you for using our services and wish you a safe journey and a very pleasant stay.
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