Frequently Asked Questions

Yes. All guests must provide a valid passport or national ID at check-in. For business travellers, we can pre-verify documents to streamline your arrival—simply email copies to our reservations team ahead of time.

Most buildings feature secure entrances with intercom access. Our reception and help desk are available 24/7 for urgent assistance, and select locations include CCTV monitoring in common areas.

Daytime visitors are welcome, but overnight guests must be registered in advance and included within the apartment's maximum occupancy to comply with municipal regulations.

Key collection is arranged via personal meet-and-greet, secure key boxes, or our Prinsegracht office. Your confirmation email outlines the exact method for your apartment and includes emergency contact numbers.

Take a direct intercity train to The Hague Central Station (approx. 30 minutes) followed by tram 1 to Prinsengracht. Taxis take around 40 minutes; airport pick-ups can be arranged with our concierge on request.

Yes. For urgent matters outside office hours call our 24/7 line at +31 6 51 35 32 54. For life-threatening situations, contact local emergency services (112) immediately.

You can book directly through our website using the availability calendar, contact us via email at info@stayci.com, or call our booking team. We recommend booking in advance, especially during peak seasons and major events in The Hague and Rotterdam. Our online booking system provides instant availability confirmation with secure payment processing. Reservations include automatic email confirmations with booking reference numbers, and our team reviews each booking within 4 hours to ensure accuracy. For same-day bookings or urgent requests, call us directly for immediate assistance.

Our minimum stay requirement is typically 2 nights for most apartments. However, this may vary depending on the season and specific apartment. For extended stays of 30 days or more, we offer special monthly rates with additional discounts. Minimum stay requirements may be waived for last-minute bookings or during low-season periods. Holiday periods (Christmas, New Year, summer peak) typically require longer minimum stays of 3-7 nights. Contact us directly if you need a shorter stay—we may be able to accommodate based on current availability.

Yes, modifications and cancellations are possible depending on your booking terms. Standard cancellations made 7 days before arrival receive a full refund. Cancellations within 7 days may incur a fee. Please review your specific booking confirmation for detailed cancellation terms. Modification requests should be made in writing via email to reservations@stayci.com with your booking reference number. We will process requests within 24 hours and send updated confirmation documents. For complex changes involving multiple apartments or extended stay adjustments, our reservations team will work with you to find the best solution.

Absolutely! We specialize in corporate housing and group accommodations. We can arrange multiple apartments for teams, provide corporate billing, and offer special rates for extended business stays. Contact our corporate team for customized packages. Our corporate housing packages include dedicated account management, flexible payment terms, priority reservations, airport pickup coordination, and assistance with work permits or registration documents. We work with international companies, NGOs, embassies, and project teams requiring temporary accommodation for relocating employees.

Yes, we require a deposit at the time of booking to confirm your reservation. The deposit amount varies by apartment and length of stay, typically ranging from 30% to 50% of the total booking value. The remaining balance is due before or upon arrival. Deposits are securely processed through our payment gateway and held in compliance with Dutch rental regulations. Upon booking, you'll receive a payment schedule outlining when the remaining balance is due. For extended stays, we can arrange installment plans to spread payments across your rental period, subject to credit approval.

We accept major credit cards (Visa, Mastercard, American Express), bank transfers, and for corporate clients, we can arrange invoicing. Payment is processed securely through our booking system, and you will receive a confirmation email with payment details.

For international bank transfers, please allow 3-5 business days for funds to clear. We use secure payment gateways that are PCI DSS compliant. Corporate clients can request payment terms of NET 30 upon approval. All transactions are processed in Euros (EUR), and foreign credit cards may incur currency conversion fees from your bank.

Yes, complimentary high-speed WiFi is included in all our serviced apartments at no additional cost. The network is secure and suitable for both leisure browsing and business needs, including video conferencing and remote work.

Yes, all utilities including electricity, water, heating, and gas are included in your rental price. You don't need to worry about separate bills or meter readings. For stays longer than 3 months, we may implement a fair usage policy. Fair usage means typical residential consumption—heating to comfortable levels, normal lighting and appliance use, and regular hot water. Excessive consumption (crypto mining, commercial activities, continuous AC at extreme settings) may incur supplemental charges. We will notify you if usage patterns appear unusual before applying any additional fees.

For stays up to 7 days, apartments are cleaned before your arrival. For longer stays, we provide weekly cleaning service including fresh linens and towels. Additional cleaning services can be arranged at an extra charge. Monthly and quarterly deep cleaning services are also available for long-term residents. We coordinate with your schedule and can provide cleaning outside of standard office hours if needed. Our housekeeping team is trained, insured, and carries identification for your security and peace of mind.

Most of our apartments include in-unit washing machines. Some smaller studios may have shared laundry facilities in the building. Specific amenity details are listed on each apartment's page.

Parking options vary by apartment location. Some buildings offer private parking spaces (additional fee), while others have access to nearby public parking garages. Street parking is available but may require permits. Please inquire about parking when booking.

Our all-inclusive pricing covers accommodation, all utilities (electricity, water, heating, gas), high-speed WiFi, bed linens and towels, regular cleaning service, and 24/7 support. Tourist tax is additional and varies by city (approximately €3-4 per person per night).

Yes! We offer attractive discounts for extended stays: 10% off for stays of 1-2 months, 15% off for 3-5 months, and 20% off for 6+ months. Monthly rates include the same services as shorter stays. For stays exceeding 6 months, we also provide optional contract extensions, assistance with municipal registration (if required for residency permits), and quarterly deep cleaning at no extra cost. Extended stay guests receive priority support and dedicated account management.

Yes, a refundable security deposit is required for all bookings, typically ranging from €250-€500 depending on apartment size and stay length. The deposit is returned within 7-14 days after check-out, provided there is no damage.

For credit card payments, we place an authorization hold (not a charge) that releases automatically after inspection. Damages beyond normal wear and tear are deducted from the deposit, with photographic documentation provided. Smoking violations or missing items incur additional charges as outlined in our apartment policy.

All quoted rates include VAT unless otherwise specified. Should legislation change during your stay, we will adjust invoices accordingly and provide an updated statement for your records.

Absolutely. Provide your company billing details and VAT number during booking or email us at reservations@stayci.com. We will send a pro-forma invoice prior to arrival and finalise the VAT invoice after payment.

Weekly housekeeping is included as standard. For longer stays we can schedule extra cleaning visits, linen refreshes, or daily service—just let us know your preference before arrival. Standard service includes vacuuming, bathroom and kitchen cleaning, fresh bed linen, and towel replacement. We use eco-friendly cleaning products and respect your privacy by scheduling visits at your convenience. Extra services such as laundry, ironing, or grocery stocking can be arranged for an additional fee.

Many residences include private or ParkBee parking options. Visit our parking guide to see specific garages and walking distances for each building.

Most apartments do not allow pets due to building regulations. If you are travelling with a service animal or have a special request, contact us and we will investigate available options.

Yes—baby cots, high chairs, and stair gates can be provided subject to availability. Request them at least 72 hours before arrival so our housekeeping team can prepare the apartment. All equipment meets European safety standards (EN 716 for cots, EN 14988 for high chairs). Travel cots include fitted sheets and blankets. Equipment is thoroughly cleaned and safety-checked before each use. Please specify the age and weight of your child when requesting to ensure appropriate sizing.

High-speed Wi-Fi is available in every residence. Login details are provided in your confirmation email and displayed inside the living area. Wired connections or extra routers can be arranged for corporate bookings on request. Network speeds are regularly monitored to maintain quality standards. If you experience connectivity issues, contact our 24/7 support team for immediate troubleshooting. For security-conscious business travelers, we can arrange VPN-compatible router configurations or dedicated network segments upon advance request.

Parties, large gatherings, and events are not permitted. Quiet hours run from 22:00 to 07:00 to respect neighbours and comply with building policies.

Our complete booking terms, payment schedules, and cancellation policies are available on the Terms & Conditions page.

We comply with GDPR and process personal information strictly for reservation management. Review the Privacy Statement for detailed information.