frequently asked questions

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: €500,-

This will be requested at check in. You can pay the deposit by debit card or with a valid credit card that is listed under your name. We do not accept cash deposits. Please note that you need to bring the credit card with you in order to use it to pay the deposit. We will refund your money on your bank account after check out (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.

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.

Urban Residences does not offer breakfast. Your apartment or suite is equipped with a full kitchen with refrigerator, 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. 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 of 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 all the rooms.

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 Residences 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.

If you discover that you've lost or forgotten an item after check-out, please report it here. Provide a detailed description of the item and your contact information so we can assist in locating it for you.