Frequently asked questions Maastricht

Reservations and Rates

Free cancellation or rebooking up to 24 hours before the day of arrival. Cannot be changed after check-in. In case of a no-show, the entire stay will be charged.

Non-Refundable or Early Bird reservations can only be changed or cancelled free of charge in the first 24 hours after booking. In case of a no-show, the entire stay will be charged.

If you have booked directly with Urban Residences, you may call or email us. If you have booked through a third party (e.g. Airbnb or Booking.com), please contact their customer service.

The municipality has determined that the tourist tax for 2020 is € 5.01 per person per night. You can pay this upon arrival.

Certainly, you can contact the reception directly for a personalised voucher.

It is possible to place a roll-away bed for adults or baby bed for a fee of € 15 (adults) or €10,- (baby bed) + tourist tax per night.

The maximum number of adult beds per apartment is 1.

It is not allowed to sleep on the sofas, with the exception of the fold-out sofa beds in the 4 and 5-person apartments. It is not allowed to bring your own (air) mattresses for children over 6 years and/or adults.

Our apartments are furnished with a double box spring bed. Prefer to use 2 single beds? We can arrange this for you for a one-off surcharge of € 5. Sofa beds cannot be split, but they are provided with single duvets.

Our suites are furnished as a studio apartment and do not have bedrooms. Our apartments have 1 separate sleeping area with up to 3 beds. There are no 2-bedroom apartments. In the 4- and 5-person apartments, there is a sofa bed in the living room, which folds out into a double bed of 1.40m by 2.00m.

Children under the age of 18 can only stay when accompanied by an adult. An exception can be made for unaccompanied minors, in which case one of the parents must make the reservation. We will subsequently ask for written permission from at least one parent/guardian of each of the underage visitors and a compulsory online check-in with identity and credit card payment in advance.

All our 18 apartments and suites are located in the same building on the corner of the beautiful Vrijthof in Maastricht. Our family suites are located on the lowest floor at the back, which is especially convenient if you don’t want to use stairs, or if you want to store a children’s buggy, for example. There are plenty of windows and light, but there is no view. Slightly above these suites at the rear are our double maisonettes, with typical school windows. The top floor in our building is occupied by our maisonettes deluxe (3p) and our family maisonettes. These apartments offer a view of the streets leading to the Vrijthof. The suites and penthouse offer a view of the courtyard and/or surrounding historic buildings at the rear.

We offer various services in this area, whether it concerns streamers and balloons or a romantic room with rose petals, almost anything is possible (for a small fee). Please keep an eye on the email we send a few days before arrival. This allows you to completely personalise your stay!

All our apartments are equipped with an underfloor cooling system for the summer. Although this does not work exactly like an air conditioner, it still results in a cooling of several degrees, especially in combination with the blinding curtains. In addition, each apartment has at least 2 fans. Due to their location at the rear, we’ve been able to equip a number of our apartments with air conditioning. These are the following room types, all for 2 persons: Suite, Penthouse, Maisonette.

Payments

If you have not yet paid online for your reservation during the booking process, the reservation amount excluding tourist tax will be debited from your credit card on the day of booking. You can also pay with iDeal on our website.

This is possible, but the booker must complete the online check-in procedure in advance.

If you cannot provide a valid credit card as a guarantee during your stay, we reserve the right to request a deposit of € 300 per apartment or suite. This may be paid in cash or by debit card. This deposit will be returned as soon as possible after check-out, provided that the apartment looks fine without any damage or theft.

Arrival

The standard check-in time is 3 PM. If you have booked directly with us, you can check in from 2 PM. Early check-in is only subject to availability and cannot be confirmed in advance. Of course, you are free to store your luggage until our reception opens. Want to be guaranteed an early check-in? Then we advise you to book the night before your arrival as well (so 1 night extra).

If you arrive after 7 PM on weekdays or after 5 PM during the weekend, please let us know in advance by email or phone. We will ensure that someone is available to check you in.

Check-in after midnight is only possible on request. Because our staff will have to come to Urban Residences especially for your check-in, we ask a fee of € 25 for this.

Urban Residences is easily accessible by car, tax, and public transport (from Maastricht station bus no. 3 to Wolder, bus 9 to Waldeckpark, or bus 4 to Pottenberg, stop Vrijthof).

We offer private parking facilities in the nearby underground parking of Q-Park Hoogfrankrijk, at a 5-minute walk of Urban Residences. The costs are €15 per night (from 14h on arrival day until 13h on departure day).
We kindly request you to come to Urban Residences first. Just past the entrance door there is a small inner courtyard, where you can park for 15 minutes max. Upon check-in you will receive parking instructions. Please note that making a reservation is required due to limited parking spots.

We do not offer a shuttle service. The reception will, of course, be happy to help you arrange transport or a tax service from various airports or stations.

Your suite or apartment includes towels, linen, and toilet paper. In other words, you don’t have to bring anything yourself. Of course, you are free to bring food and drinks, in addition to your regular travel luggage. The coffee system we use is by Nespresso.

During My Stay

Urban Residences does not offer breakfast. Your apartment or suite is equipped with a full kitchen with refrigerator (no freezer), oven, and hob. The kitchen comes with a wide range of pans, glasses, pottery, and cutlery; in short, everything you need to prepare a tasty meal. Please note: the kitchens do not have a microwave. Don’t want to cook yourself? Fortunately, there are dozens of establishments within close vicinity of Urban Residences!

No cleaning is done for stays of up to 2 days. In case of 3 or more days, your (studio) apartment will be “freshened up”: fresh towels, additional toilet paper, and removal of waste. For stays of 4 days or longer, your apartment will be provided with interim cleaning.

Each apartment has its own washing machine and dryer. You can buy washing pods at the reception, or alternatively you can bring your own detergent! An iron and ironing board are also in the apartment.

All rooms and public areas are 100% non-smoking.

Only the penthouse has a private terrace. Other apartments have suites have no outside accommodation.

No, pets are not allowed in the suites and apartments.

We do not offer specific rooms, however some low-lying apartments are suitable for disabled people. Please contact our reception for more information.

We do not have a lift. The reception and apartments are accessible by stairs. Most apartments also have stairs inside, only the suites and penthouse do not.

The reception is open from Monday to Friday between 9 AM and 7 PM and on weekends between 11 AM and 5 PM. Have any questions or need assistance outside of these hours? We are available 24/7 on our general phone number 043-3900503.

We offer 6 Urban city bikes, which are free for our guests who have booked directly with Urban Residences. They cannot be reserved or taken to the apartments.

Departure

The latest check-out time is 11 AM. If you have booked directly with us, you may even check out at noon. An early check-out outside our reception hours is no problem.

In case of flexible reservations, the reservation can be changed up to 24 hours before the day of arrival. After this period, the reservation can no longer be changed (unless it is extended, of course). As for non-refundable rates, the reservation cannot be changed.

We are never responsible for lost items. We cannot guarantee anything, but we keep everything we find for a maximum of 3 months. If you’ve forgotten a specific item, please contact the reception. After verification we can send it back to you by post (shipping costs at your expense).

Certainly, during check-out we will send the invoice of your stay and related payments to the specified email address. If desired, this can also be done on a company name. We can only provide split invoices (for roommates, for example) if the payments have been made separately.

No problem, as long as you collect your luggage before our reception closes.