Questions to ask before booking an aparthotel

What are the key questions to ask before booking an aparthotel?

Hotel and apartment policies differ widely, and the European Consumer Centre network says plainly that hotel policies vary wildly. The same is true for aparthotels, which add rules about minimum stays, cleaning and deposits. Wikipedia notes that guests can leave when they like, subject to the minimum length of stay set by the operator, so even the basic question of how long you can stay needs a check.

The shortlist below gives the core questions to ask before booking an aparthotel; it works for a single night and for a stay of several months. The sections that follow explain each group and give a reason for asking. Where possible, look for the answer in the booking terms first, and email the reservations team about anything that is unclear. Some answers will not be on the page at all, such as the exact equipment in your unit, so a short email is worth the effort. Keep the questions specific to your dates and party: a general question tends to get a general answer.

• What is the total price for my dates, including taxes and all mandatory fees?
• What is the cancellation deadline, in local time, and what is refunded?
• What is the minimum stay for my arrival and departure days?
• How often is the apartment cleaned, and are linen and towels changed?
• Is a deposit or card hold taken, how much, and when is it released?
• What exactly is in the kitchen, and is laundry available?
• What time can I arrive, and what happens if I am late?

What should you ask about the total price and extra charges?

Ask for the price for your exact dates and party size, with every compulsory charge listed. Wikipedia's article on resort fees describes extra daily charges added to the advertised rate, which consumer advocates say are often disclosed late in the booking process. Its article on tourist taxes says hotel taxes are typically collected at check-in, vary widely and are added on top of VAT and other levies.

Some charges are optional and some are not. Ask which category parking, extra guests, cleaning during the stay, late check-out and use of facilities fall into. The guide to extra charges and city taxes explains the common ones, and how to compare aparthotel rates shows how to compare like with like.

What should you ask about deposits and card holds?

Ask whether a deposit is taken at booking, a hold is placed at check-in, or both. A hold is not the same as a charge. Elliott Advocacy's guide explains that a hold is an authorisation request in which the hotel asks your bank to set funds aside, which may show as pending, while a charge is the actual transfer of money.

Ask what the hold amount is per night, when it is released and how you will know. The same guide notes that hotels typically have about a week to submit the deposit request, that one hotel group says holds are typically released within 24 hours of checking out. Set up bank alerts and check your statement after departure.

Also ask whether the deposit is refundable, what damages or losses it covers and how it is returned. The ECC notes that, contrary to what many consumers believe, no deposit is needed for a booking to be valid; the agreement itself binds both sides. See do serviced apartments need deposits? for more.

What should you ask about cancellation and changes?

Cancellation terms are the questions most likely to cost you money. Ask for the deadline in local time, the fee at each stage, what a no-show costs, and whether you can change dates or names instead of cancelling. Ask what happens if you leave early or extend, and whether the rate stays the same if you add nights. If you are booking for several people, ask who can change the booking and whether names can be swapped.

The European Consumer Centre network says cancellation fees usually rise as arrival approaches and can reach the full price at short notice. In a 2019 statement, the UK Competition and Markets Authority said businesses may charge a cancellation fee but that it must be proportionate. Terms vary, so read yours, and see aparthotel cancellation policies explained.

What should you ask about minimum stay, cleaning and what is included?

Check the minimum stay for your arrival and departure days, whether a longer stay changes the rate or terms, and how extensions work. Wikipedia reports that discounts for extended stays often begin at 5 or 7 days, but whether one applies is up to the operator.

Then ask how housekeeping works: how often the apartment is cleaned, how often linen and towels are changed, and whether extra cleaning can be added. For detail, read how aparthotel housekeeping works.

Finally, ask exactly what the apartment includes. Wikipedia describes a typical extended-stay kitchen as having at least a sink, a refrigerator, a microwave oven and a stovetop, plus self-serve laundry, but it also says some have dishwashers and conventional ovens. Ask for a list for your specific unit, and see what is included in a serviced apartment.

• Is the kitchen a full kitchen or a kitchenette, and which appliances are included?
• Are pans, crockery, cutlery and basic supplies provided?
• Is there a washing machine or dryer in the apartment, or on site?
• Is internet included, and is it suitable for video calls?
• Are utilities included, or is there a cap or extra charge?

What should you ask about arrival, check-in and parking?

Ask the check-in and check-out times, whether there is a 24-hour reception, and how you get the keys if you arrive late. Some properties have limited reception hours, so a late flight or train can turn into a problem if no one has told you the process. The guide to aparthotel check-in and late arrival covers common set-ups.

If you are driving, ask about parking: whether it is on site, whether it can be booked, whether there are height or size limits and whether it costs extra. If you are carrying a lot of luggage, ask about early arrival, luggage storage and lift access. For a long stay, also ask how to reach the operator out of hours if something breaks, and who to contact for repairs.

What should you ask about house rules and special requirements?

Ask about the rules that affect your stay, since a good set of questions to ask before booking an aparthotel includes rules as well as prices: the maximum number of guests, visitors, quiet hours, smoking, and whether pets are allowed. For a pet, ask for the policy in writing and any charge; pet-friendly aparthotels explains what to check.

If someone in your party needs step-free access, a cot or a quieter floor, ask for the specific feature, not the label. A listing icon can mean different things at different properties. For access, see accessible aparthotels; for families, travelling with kids in aparthotels.

If you are staying a month or more, use the long-stay accommodation checklist alongside this one.

Work or study from the apartment? Ask whether there is a desk and a reliable connection, and whether noise limits apply during the day. Staying with several adults? Ask how the bedrooms and bathrooms are arranged, since a two-bedroom apartment may not have two bathrooms.

How do you check the booking is genuine and keep a record?

The US Federal Trade Commission advises checking that the property's address really exists, looking at whether the rental company's own website lists the property, and being wary of anyone who says you can only pay by wire transfer, gift card, payment app or cryptocurrency. It also says to get a copy of the cancellation and refund policies before you pay. That advice is aimed at vacation rentals but suits any unfamiliar seller.

After booking, save the confirmation, the terms and any emails with answers to your questions. If you booked through a third party, check whether the property's terms or the platform's terms apply to changes and refunds, and ask which side to contact. These records are useful if something differs on arrival: you can point to the exact wording you were given. Before you confirm, read through the questions to ask before booking an aparthotel one more time and tick off each answer, so nothing is left to assumption. If an operator will not answer a reasonable question about price, cancellation or deposits, treat that as information in itself. Aparthotels and serviced apartments in London, Paris and other cities follow different local rules, so check the city's official pages for taxes.