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FAQ

Q: How do I check-in?

A: At the time agreed our manager will be waiting for you in the apartment. He/She will give you the keys, process all the documents and take the rent payment. You’ll get the exact address of the apartment via e-mail or phone.

Q: How can I pay the rent?

A: You can do it with the help of your credit card, bank transfer to our account or by cash in Kharkov.

Q: The deposit for reservation covers the rent price of one day of staying in the apartment, or is it extra to the rent price of the apartment for the whole period of my stay?

A: The deposit covers one day of your rent. Thus if you pay the deposit for 7 days, you’ll have to pay only for the rest 6 days upon your arrival.

Q: For how long the reserved apartment is held for me?

A: If the Customer doesn’t arrive at the time agreed without warning us in advance via phone or e-mail, we held the apartment during several hours. If we don’t get any information from the client during this time, the reservation is withdrawn without refund.

Q: What is your cancellation and refund policy?

A: The reservation of the apartment is a mutual agreement. We guarantee the apartment availability for the whole period of reservation and we are to refuse other customers who are interested in renting the same apartment for the same period of time. We highly recommend you to accurately plan your trip before making a reservation. If you decide to cancel the reservation, the deposit is not refunded. The rent is not refunded if you decide to check out earlier than planned before. If don’t arrive, cancel the reservation or change the date of your arrival, the deposit is not refunded.

Q: Can I change the date of check-in?

A: Your deposit is a guarantee of your check-in at the time agreed. If you change the date of your arrival, the deposit is not refunded. The Customer will have to make a new reservation for a new date of arrival with new deposit for the same apartment if it’s available, or for the other one if the same apartment is not available.

Q: Can you refund my payment if I cancel my reservation?

A: If the Customer cancels the reservation, we don’t refund the payment and don’t reimburse his/her losses. Only in exceptional cases we can keep the payment for future reservations.

Q: I arrive at 7 am, what should I do?

A: The check-in time is 1 pm. If you’re willing to check-in earlier in the morning, you’ll have to pay for the previous day because the apartment is going to be vacant since 12 pm of the previous day without being rented. If the apartment is not rented the day before your arrival, we’ll happily accommodate you there without extra charge.

Q: Can you provide me with a lease contract and a check?

A: Yes, of course. On the day of your arrival you get the check, and if necessary, you sign the lease contract.

Q: What documents do you give as a proof of payment?

A: Our manager and you fill out a daily lease contract which indicates the rent price and the number of days you stay. We can provide you with a copy of our registration certificate, and a copy of taxpayer certificate upon you request.

Q: What services are included in the rent price?

A: The rent price covers apartment cleaning once every 7 days and linen/towel changing, paying of public utilities bills and local phone calls. Additional services (using Internet, international phone calls, purchases, additional cleaning) are paid separately.

Q: Do I need to pay extra commission charges, dues or taxes?

A: No, we work with our own apartments. The prices indicated on our site include all the taxes and commission charges. Thus you don’t have to pay any extra commission charges.

Q: How and where do I get keys and pay the rest of the rent sum?

A: You get the keys on the day of your check-in. Our representative will be waiting for you in the apartment at the time agreed to give you the keys and to get the rest of the rent payment. But usually if you’re coming to the apartment on your own, it takes a lot of time. Thus we recommend to use our services of pick-up and delivering to the apartment.

Q: Can I make international calls from the apartment?

A: To make international calls, you have to buy special phone cards and use them in the apartment. Long-distance and international calls are disabled in the apartments. You won’t be able to call cell phones as well (since you have to dial 8). But you can receive international calls without restrictions. You can use Internet-telephony as well.

Q: Will I have Internet access in the apartment?

A: Yes, you will. If you have a laptop computer, you’ll have to buy Internet access card from one of the Kharkov Internet providers. But some apartments have Internet access without these cards.

Q: Where are your apartments located?

A: All our apartments are located in the center of Kharkov. They are safe, there’re combination locks on entrance doors or a concierge. Every description of an apartment on our site contains information on how the apartment is equipped.

Q: Can I change the apartment if I don’t like the one I’ve chosen?

A: If you don’t like the apartment for some reason, we’ll accommodate you in another apartment the next day after your arrival.

Q: Can I invite guests to visit me in the apartment? Do I have to pay extra charge for the girl who will be staying with me?

A: The prices are indicated for the apartment, not per person. You can invite friends and feel at home.

Q: Are there programs in English on TV?

A: Yes, almost all our apartments have cable or satellite TV with English, French, German, Polish, Chinese channels.

Q: Can I listen to music at night in the apartment?

A: We don’t recommend to do it after 11 pm. Your neighbors have the right to call police for violating public order.

Q: Can I smoke in the apartment?

A: Yes, you can. But as a rule our Customers smoke at the balcony not to have bad smell in the apartment. You should respect the nonsmoking Customers who will stay in the apartment after you. Sometimes the smoking smell stays in the apartment for several weeks.

Q: What should I do if because of force majeur circumstances I won’t be able to leave on the day of my scheduled departure?

A: We always try to find a solution to difficult situations. Our manager will help find another apartment for you.

Q: Who should I hand in the keys upon departure?

A: We always discuss the time of departure with our Customer. Our manager or a housemaid comes at the time agreed and takes the keys from you. If they find damage to the furniture or other equipment, you must pay for these damages. If you’re presented a bill for international calls or Internet, you must pay it as well.

Q: How can I get the stuff I forgot in the apartment?

A: If you forget some of your stuff in the apartment, let our manage know immediately. If your stuff was really left in the apartment, and it was not lost by you earlier, we’ll keep it till your next visit or will pass it on to you.