Frequently Asked Questions Rotterdam

Reservations and Rates

Free cancellation or rebooking up to 7 days before arrival. Changes are no longer possible 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, please contact their customer service.

The municipality has determined that the tourist tax for 2022 will be 6,5% of the room rate per night. This amount can be paid upon arrival.

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

Unfortunately we do not offer roll-away beds. Our appartments and Studio’s can only welcome a max amount of guests per roomtype. We therefore do not offer this service. Please note that for the same reason you may not place an extra bed, inflatable bed, mattress etc. in your room for people older than 6 years.

Guests are also not allowed to sleep on the couch except for the pull-out couch that is available in our family suites.

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 € 15. Sofa beds cannot be split, but they are provided with single duvets.

Our apartments have 2 separate bedrooms both with a boxspring for two persons.

Our Studios and Family Suites are layed out as a Studio and have no separate bedroom. Our Family Suites have a curtain between the pull-out sofa and the double bed.

Our bed can be placed as twin beds.

No unfortunately not, all guests have to be 25 years or older. You are of course able to travel with your child.

Our studio’s are located at the 5th untill the 13th floor.

Our family suites are located from the 7th untill the 13th floor.

Our apartments are located from the 14th untill the 18th floor.

Our penthouses are located on the 19th floor.

Urban Residences Rotterdam, Apartment Hotel, is located next to the store “de Bijenkorf”, on the shopping street.

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.


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.

We reserve the right to request a deposit for your stay. The amount varies per room type:

  • Suite | Corner Studio | Family Suite: €300,-
  • Apartment | Large Apartment: €500,-
  • Penthouse | Large Penthouse: €1000,-

This will be requested at check in. You can pay the deposit in cash, debit card or with a valid credit card that is listed under your name. Please note that you need to bring the credit card with you in order to use it to pay the deposit.

If you have paid the deposit by debit card, we will refund your money on your bank account (if no violations have been made from our house rules).

If you have paid this amount in cash you will receive this at check out (if no violations have been made from our house rules)

You can find our house rules on our website and in our Appartment Hotel.


Check-in is possible from 3pm. 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 midnight please let us know in advance by email or phone. We will ensure that our security has all the information in order to check you in.

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).

The closer the parking facility is located to the center, the higher the hourly rate. There are no free parking spaces in the center.

Urban Residences Rotterdam has a parking garage in the building. Keep an eye on your email for this. A few days before arrival you will receive an email in which you can book extras. We will then put your telephone number together with your name in the parking system. You will receive 2 telephone numbers from us which are linked to the telephone number you have provided (make sure that you provide the telephone number that you can also use on site).

The parking can be found left of the main entrance of our Apartments Hotel.
When you are at the door with the car, call the first telephone number. The car lift doors open. Pay attention to your mirrors and the max. length X width X height and X KG of your car. 4.90 X 2.40 X 2m X 3,000kg. If your car does not fall within these dimensions, we recommend that you park at the adjacent Qpark.

If you have not reserved the parking in advance, this is also possible at check-in. Ask for it at our reception (note this is only possible during reception opening hours). Costs for the parking are €27.50 per day.

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.

If you stay in a studio or family suite you can use our washing machine and dryer in our common area at floor -1. You can buy washing tokens at our reception. These machines automaticaly add washing detergent.

All rooms and public areas are 100% non-smoking. You are allowed to smoke on your balcony. Please note that you need to check-out the apartment completely smoke free. If you smoke on the balcony we advise you to close the door.

Only sigars and/or sigarettes are allowed. Soft drugs are strictly prohibited!

All our apartments and studios have their own private balcony. Pay attention to your neighbours regarding nuisance.

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

Unfortunately we do not offer disabled rooms. All our rooms are accessible for disabled people, however the shower or balcony are not accessible with a wheelchair.

Our rooms also do not have extra supports for the toilet, bathroom etc. For more information please contact our reception.

Our building offers two lifts, every floor is accessible..

The reception is open from Monday till Sunday from 09.00 a.m. till 9 p.m.

We have Urban Residence bicycles! You can rent these at our reception.


The latest check-out time is 11.00 AM.  An early check-out outside our reception hours is no problem, please let our reception know in order to make sure everything is fulfilled and you are able to use our check-out box.

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.

Corona FAQ

The Health of our employees and guest is our top priority. And therefore, we have taken various measures. For example, we have adjusted our hygiene regulations and we are extra alert to the health of our employees and guests. This also means we no longer shake hands at reception or at any other time. We also encourage our guests and employees to follow the RIVM guidelines (National Institute for Public Health & Environment). Furthermore, we have tightened up our cleaning protocol and all areas of the property including laundry are now cleaned by an approved external hygiene company.

To make your stay as comfortable as possible, we ask you to fully comply with our rules during your stay with us. At all times in public spaces including the elevator, face masks must be worn. At check in we ask one guest to approach the desk with all members iD cards, similarly at check-out, only one guest to help keep 1,5m distance.

We ask only 2 guests maximum in our elevators at any given time and for guests to use the hand sanitizer supplied when entering the property.

We have put together a more flexible rate offering you now the chance to cancel 24 hours in advance and our semi-flexible rate now with 10% discount and a cancellation policy of up to 7 days. To cancel your reservation please contact us directly or if you have booked via a third party please contact the third party to cancel or amend your stay.

You will not get your money back if you cancel your trip. We recommend that you contact your travel insurance company to find out if they will reimburse you.

We do not serve breakfast or dinner, however in our apartments we do have cooking, fridge and coffee facilities. In both Urban Residences properties, we do have an extensive list of our favourites recommended local take-away and breakfast options. Please contact us before your stay to help arrange for your stay and make it as comfortable as possible.

In our Rotterdam apartments Minibar is allowed and you can let us know in advance what you would like to order and we can have it ready for you on arrival in your room.

Despite the recent measures there are still lots to see and do!

Restaurants, terraces and museums are open again with some minor restrictions.

In Maastricht you can experience the beautifully landscaped Limburg hills on foot or by bike! Take a walk through the city and take in some traditional and beautiful architecture! In the evening you can order a tasty meal to your door with a film! Or enjoy one of the many culinary experiences Maastricht has to offer.

Rotterdam has plenty to offer still! Rent a bike and admire the city and its architecture! Many butchers, bakeries, and local food traders remain open and many have set up local produce outside their shop! Take a walk through the city and enjoy some of Rotterdam’s favourite culinary options. Or why not order a takeaway from one our favourites right to your door with a film in the evening?

The government provides daily updates on the measures it is taking to combat the spread of the virus. We follow the website of the RIVM (National Institute for Public Health & Environment) to stay informed: