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FAQ

What is an Aparthotel residence or apartment hotel?

An Aparthotel is a serviced apartments with a fully-fitted kitchen (refrigerator, microwave, etc.), either a studio or with one or more bedrooms and one or more bathrooms.

Towels and household linen are provided. You may also be offered the services of a cleaner and other hotel services, either free or for an extra charge. Unlike hotels, whose prices are per person, serviced apartments offer a fixed rate for the entire stay, with a maximum number of persons.

It is important to read the description of Aparthotels carefully to find out exactly what is provided and the number of persons possible.

How do I book an apartment in an aparthotel?

Select or enter the name of your destination city, enter your arrival and departure dates and the number of adults, then validate your search. The aparthotel(s) will appear according to availability in the apartment hotels in your selected city or in neighbouring cities. For more information, click on the ?more information? link for the aparthotel suggested to you and browse the different tabs. Click on the ?Book? icon located on the selection page or in the ?availability? tab for the selected aparthotel. Once you have chosen your aparthotel, you must complete a secure booking request form. When you have completed this, validate your booking and make a note of your dossier number. You will receive a confirmation email summarising all your booking.

If you do not receive an email, send us an email at contact@cityzenbooking.com clearly indicating the subject and your booking number.

Once your booking has been registered, it is emailed instantly to the apartment hotel.

How can I use my credit card and pay online?

The payment for your stay is made directly to the apartment hotel, at the hotel and usually on arrival. The Cityzenbooking website will not request any payment.

The provision of your credit card number is used only as a payment guarantee for the apartment hotel, which is the only party which can debit from your card the cost of the stay or any booking cancellation charges, in the cases stated in the ?cancellation conditions?.

The booking system used is secure and your credit card number and the personal data you provide to the apartment hotels are encrypted.

Room prices

The prices shown on the Cityzenbooking website, before booking, are generally for one night net of charges and tourist tax, except in the specific cases stated in the tariff regulations.

Additional persons, children, extra beds, etc. may require the payment of supplements, which will be indicated and added during booking.

Can I qualify for a specific discount?

The rates offered here are the only rates which can be used to make a booking on the Cityzenbooking website. If you qualify for a specific discount, you may be asked to prove that you are indeed entitled to the rate in question during the registration formalities. If you book online, you must give exactly the same identity during the registration formalities with the apartment hotel in order to qualify for a special tariff.

How can I modify or cancel a booking?

All amendments to bookings must be made directly with the apartment hotel, whose contact details can be found in your booking confirmation email.

To cancel your booking, you can go to the Cityzenbooking website, click on ?my booking? and follow the process indicated. We would like to draw your attention to the cancellation conditions, which are specific to each hotel and are set out in the ?Practical information ? amendment and cancellation? tab. As a rule, you are requested to inform the apartment hotel of any change at the latest 1 day before arrival, or you may be charged a penalty which could amount to the total cost of your booking.

You will also find this information in the general sales conditions for the apartment hotel, which will be displayed when you make your booking.

Certain promotional offers are subject to specific sales conditions, for example no cancellations or refunds are allowed. Please check the conditions when you make your booking.

Is there free or pay parking?

Most Aparthotels offer free or pay parking solutions. This information is specified on the Cityzenbooking website, in the ?Practical information-parking? tab..

Are extra beds/children?s beds available?

Some Aparthotels offer extra beds or children?s beds, either free or for an extra charge. It is important to check that the selected apartment can accommodate extra beds. This information is included on the website in the ?Practical information ? families and children? tab. If the apartment hotel is in a position to respond, you can include your requests in the section of the booking form designed for this purpose.

Are animals permitted?

Animals are permitted only with the agreement of the apartment hotel. Check in the ?Practical information - warning? section of the detailed file on the apartment hotel.

How do I get to the hotel?

Information on the geographical location of the apartment hotel is on the website, in the ?Location? tab of your selected hotel.

What is the procedure for reception, the collection of keys and departure?

Arrival at the apartment is usually between 2 pm and 7 pm. If you do not know your arrival time or if you are arriving outside the opening hours, do not hesitate to contact the apartment hotel. The contact details are provided in the booking confirmation.

The arrival and departure times are available in the ?Practical information ? opening times and reception/check-in and check-out? section.

What is Cityzenbooking.com?s refund policy?

The sole aim of the website is to facilitate the matching of Internet users and apartment hotels, which place, present and propose their offers on the website themselves.

Each apartment hotel is responsible for the services it offers. In particular, Cityzenbooking does not intervene in either the formulation of the rates offered by the aparthotels on its website or in payments for stays. Payments for stays are made directly to the apartment hotel, on arrival and at the hotel.

Cityzenbooking does not charge any booking fees and does not take any payment from the Internet user.

Only the apartment hotel can debit from the client?s bank card either the cost of the stay or, if applicable, the costs of cancelling the booking as described in the contractual conditions. Before making your booking, please read the description of the apartments carefully in order to find out the booking conditions.

As a result, Cityzenbooking can never be asked for any refunds, as Cityzenbooking is not involved in the payment process. All claims, together with any useful documentary evidence, must be sent directly to the apartment hotel. You can always contact us either directly via our website under the ?contact? link, or at the following email address: contact@cityzenbooking.com
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