Frequently asked questions Maastricht

Reservations and Rates

You can cancel or rebook free of charge up to 24 hours before arrival. After check-in, the booking can no longer be changed. 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 will be 6.5% of the room price per night. We will ask you to pay this at check-in.

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

As each room type can only welcome a maximum number of guests, in many cases it is not possible to place an extra bed. For more information we recommend you contact our reception by email or telephone.

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

A baby cot can be booked in advance for € 15 per night. (0-2 years).

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 apartments have 2 separate sleeping areas with two double box spring beds.
Our suites are furnished as a studio apartment and do not have bedrooms.
Our family suites are large studio apartments with one box spring bed.

Children under the age of 18 can only stay when accompanied by an adult.

Our studio apartments are located on the 5th to 15th floor.
Our family suites are located on the 7th to 13th floor.
Our apartments are located on the 14th to 18th floor.
Our penthouses are located on the 19th floor.
Our Apartments Hotel is located right next to the Bijenkorf and on the shopping streets.
All our studio apartments and regular apartments offer views of beautiful Rotterdam.

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! Haven’t received the email? Please check your spam folder. Still can’t find the email? Please contact our reception by mail or telephone and we will add any requests to your booking. The remaining amount will have to be paid directly during check-in.

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.

Payments

If you have not yet paid for your reservation online 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.

If you have booked through a third party, it is possible that you may have to pay the entire stay on arrival. We do not accept cash payments. You can pay the reservation by debit or credit card.

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

We reserve the right to request a deposit during your stay. The exact amount depends on the room type.

For a studio apartment, we ask for a € 150 deposit and our apartments vary from € 300 to € 500.

Always keep this in mind upon arrival! The deposit can be paid in cash or by debit card (we do not accept a credit card for this).

When you have paid this amount by debit card, there will be a delay of several working days in returning the amount. The amount will be refunded to the card that you used to pay (provided our house rules have been met).

If you have paid this amount in cash, you will receive it back during check-out (provided our house rules have been met).

The house rules can be found on our website and in our Apartments Hotel itself.

Arrival

If you arrive after 9 PM, we would like to know in advance. We will ensure that our security has all the information they need and that you can still check in.

Een check-in na middernacht is alleen mogelijk op aanvraag. Omdat het personeel speciaal voor jouw check-in midden in de nacht naar Urban Residences komt, vragen wij hiervoor een fee van €25.

Urban Residences is easily accessible by car, taxi, and public transport (a 5-minute walk from Rotterdam Central Station).

The closer a parking facility is to the centre of Rotterdam, the higher the hourly rate. There are no free parking spaces in the centre.

Urban Residences Rotterdam has a parking garage in the building. Please keep an eye on your email. Several days before arrival, you will receive an email through which you can book additional services. This includes parking. If you have booked a parking spot, we will link your telephone number to your name in our parking system. We will then send you two telephone numbers that are linked to the telephone number you have provided (always provide a telephone number through which you can be reached on the spot).

The parking area can be found to the left of the main entrance to our Apartments Hotel.

Once you are at the door with your car, please call the first telephone number. The doors will now open. Please be aware of your mirrors and the maximum length x width x height and weight of your car

(4.90m x 2.40m x 2.00m x 3.000kg). If your car does not fall within these sizes, we advise you to park at the adjacent Qpark.

If you have not booked parking in advance, you can also do so during check-in. Please ask for more information at the reception (please note: this is only possible during reception hours).

Costs for parking are € 27.50 per night.

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.

(Studio) apartments include 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. You will receive a free welcome package with cups upon arrival.

During My Stay

Urban Residences does not offer breakfast. All (studio) apartments are 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.

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.

In case you stay in a studio apartment or family suite, you are free to use our general washing machines and dryers on the -1 floor. Our reception can provide you with washing coins. These machines are automatically filled with detergent.

All rooms and public areas are 100% non-smoking.  You are free to smoke on your balcony. Please make sure the apartment is completely smoke free upon your departure. When smoking on the balcony, we advise you to close the balcony door.

Only smoking cigars and/or cigarettes is allowed. Soft drugs are strictly prohibited!

All our (studio) apartments have a private balcony. Please be considerate towards your neighbours and keep the noise level low.

No, pets are not allowed in our building (not even very small ones).

Although we do not have special rooms for disabled persons, all our rooms are accessible for disabled people. However, it is not possible to gain access to balcony or shower with a wheelchair.

Our rooms are also not equipped with extra supports for the toilet and the like.

For more information, please contact our reception.

We have two lifts that provide access to all floors.

The reception is open from Monday to Sunday between 9 AM and 9 PM.

Yes. In fact, we have our very own Urban Residence bicycles! You can rent them from our reception for € 15 per day.

Departure

The latest check-out time is 11:00. If you have booked with us directly, you may even check out at noon. An early check-out outside our reception hours is no problem. Please use our check-out box when doing so.

In case of flexible reservations, the reservation can be changed up to 7 days before check-in. 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.