"Great location, cozy apartment."
Christian, Kilchberg, CH

Quick search





Frequently asked questions

Top 9 most frequently asked questions

How do I book an apartment?

That's really simple:

Use our orange "book your stay" box and search for available apartments. Just enter your details (not your hat size - just the dates of your trip and the number of people in your group) and click on find.

Boom! There are all the available apartments! Now it's time to check them out. You'll find up to date photos and full specs on all of the apartments. The prices are displayed in the orange box on the right hand side of the screen.

When you have decided which apartment is for you, hit the "book now" button on the apartment page. We´ll ask you to give us your contact details (hat size optional) and then you can confirm the booking by making a secure payment online.

As soon as you have made the online payment, you'll instantly receive the booking confirmation in your inbox. This contains your unique booking reference number as well as all the details you need for arrival. Easy, huh? Now you can start looking forward to your trip!

How do I get the keys?

The exciting moment when you finally get your hands on the keys! This will take place at the apartment* when the keys are given to you by the apartment manager. Before receiving the keys you will, of course, have to pay the outstanding balance and damage deposit. In most cases you will also be asked to sign the rental agreement of the apartment. If you need any door codes to enter the apartments -not as exciting but just as essential - then these will be sent to you by email before your arrival.

*A small number of apartments have an office, near to the apartment, where you will have to go to pick up the keys and complete the check-in formalities. If this is the case for your apartment, it will be clearly stated in your booking confirmation.

How can I find out the exact address of the apartment?

It is stated in your booking confirmation. If you haven't booked yet, then using the map on the apartment page will give you the exact location. The green arrow marks the spot. And if superstition only allows you to sleep in apartments with even numbers, then let us know. We´ll be happy to make sure your apartment is the number you need it to be.

Should I bring my own bed-sheets and towels to the apartment?

Absolutely not! Packing your suitcase is sure to be tricky enough as it is, so we'll always make sure that bed-sheets and towels are provided for you.

Is it possible to request a cot and high chair for our stay? We will be travelling with our baby.

If you have already selected an apartment and want to know if it has a baby cot, then you will find the answer in the "overview" section on the apartment page. If you haven't chosen your apartment yet but you know that you need a baby cot, then the best thing to do is to use the "baby cot" filter when searching for available apartments. Finally, when booking, always remember to tick the baby cot request box (located in the orange "book now" column on the apartment page).

Can I bring a small dog with me? He is very well behaved and doesn´t shed any hair!

Woof! To see if you can bring Beethoven with you simply consult the "apartment policy" section of the apartment page. Here you will be able to see if the apartment permits four-legged guests.

I want to use public transport to get around. Where can I jump aboard?

We insert a Google Map into each of our apartment pages which, as well as displaying exactly where the apartment is located, also allows you to see the nearest public transport stops. Clicking on the icons will give you line information, bus/tram numbers and, occasionally, timetables. It goes without saying that we are at hand should you remain uncertain as to your best public transport options. Just get in touch with our customer service team.

Do you know where I can park? We're planning on arriving by car.

Some of our apartments have free private parking available so always check this first on the apartment page. If there's no free private parking available then get in touch with our customer service team as we often have additional parking information on file. Depending on the city, apartments often have free or paid parking on the street. Finally, don't fail to check out our Transport and Parking Page - we have one for each city - where you will find information and links for paid city car parks (we'll detail this on your booking confirmation too, just in case).

Can we enter the apartment before the standard check-in time? Our flight arrives quite early.

The short answer is that the apartment manager always has the final word on this.

The long answer is that we at Waytostay cannot guarantee entry to any of the apartments before the standard check-in time (usually 15:00). This is because there is always the chance that another group will be checking out on the morning of your arrival. To allow time for this and the necessary cleaning and preparation of the premises, we give this mid-afternoon earliest guaranteed check in.

The good news is that there is every chance you will be able to check in before the standard check-in time. Apartment managers are very accommodating to this end as they would much rather get your group checked in as soon as possible.

The best thing to do is to phone the apartment manager a few days before you are due to travel and to ask for an update on the situation. By this stage, the apartment manager will be able to tell you whether a morning check-in is possible. In the case that it's not, they can also advise on alternative options (dropping off luggage at the apartment, using the left luggage services in the city, etc).

Remember you can ALWAYS call the Waytostay customer service team if you are stuck and we will happy to give you extra advice.

Booking an apartment

Ok. I'm new to this. How does it work from finding an apartment until closing the door behind me after a great stay?

As with hotels and flights, you will need to do a search for apartments that are available for your travel dates. You can do this by filling out your details in the "Book your stay" box, which we made orange, especially for you. Found your dream apartment? Then go ahead and book it!

To book the apartment you make an online payment. The amount is shown in the price calculation (also orange) and on the booking form. You'll see that the total price is divided into two payments - the first one you make online, and the second one you make to the apartment manager on arrival.

The online payment will be completed within the protected environment of our secure payment system. Now check your inbox. Yay! An email from us! This is your booking confirmation. Looks good, right? All the information you need is on there; the contact details of the apartment manager and the address of the apartment for starters. So, Waytostay handles everything until the moment you arrive at the apartment. From then on the apartment manager will take care of you.

We are always there for you of course, before, during and after your stay. So if you need some information, or if something goes wrong, don't hesitate to call our customer service! But remember… the actual check-in will be done by the apartment manager and not Waytostay. After having the time of your life in one of Europe's funkiest cities, we will ask you to review the apartment. This will only take a minute but it's highly appreciated! So after reading this, do you think you're ready to book an apartment? Click here to start!

How do I book an apartment?

That's really simple:

1) Use our orange "book your stay" box and search for available apartments. Just enter your details - the dates of your trip and the number of people in your group - and click on find.

2) Boom! There are all the available apartments! Now it's time to check them out. You'll find up-to-date photos and full specs on all of the apartments. The prices are displayed in the orange box on the right hand side of the screen.

3) When you have decided which apartment is for you, hit the "book it now" button on the apartment page. We´ll ask you to give us your contact details and then you can confirm the booking by making a secure payment online.

4) As soon as you have made the online payment, you'll instantly receive the booking confirmation in your inbox. This contains your unique booking reference number as well as all the details you need for arrival. Easy, huh? Now you can start looking forward to your trip!

How can I make the online payment?

There are various ways to make the online payment. The most common option is to pay with a credit card directly through our secure online payment page. However, you can also pay by Paypal or - for our Dutch and German customers - with Ideal/ Giropay. If you have any problems paying online then please contact our customer service team. We can also process your credit card payment safely over the phone.

Can I book online with a debit card, or does it have to be a credit card?

Depending on the country the card is issued in, you may well be able to use a debit card to pay online. Please do try to pay online with your debit card if you prefer this to using a credit card. If your payment is not accepted when using the secure payment page then you should give our customer service team a call. We can try to confirm your booking by taking the debit card payment over the phone. If this is unsuccessful then we will probably suggest that you use the Paypal option, online, which accepts debit cards (you do not need to have a Paypal account to use this payment option).

I can't get the payment to go through online and I'm pretty sure that my credit card is working fine. What's the problem?

Well, assuming that your account's in the black, then it's almost certainly the case that some pesky online bank security is blocking the payment. We are based in Barcelona in Spain (yes, we know we're lucky) and sometimes banks automatically block international online payments unless they are specifically authorised by the account holder - you. In this situation you can give your bank a call, or simply try paying with another card. However, the easiest solution is often just to phone our customer service team. Since we can accept payments over the phone we can confirm your booking in just a few minutes (we don't ask for any card security numbers, just the card number and expiry date). Equally, if you'd just like advice on how to solve the problems in order to book online, then we´ll be happy to help.

What is the booking confirmation?

The booking confirmation is the document which you receive by email when you make the payment. When you have the booking confirmation, your apartment is 100% confirmed. The booking confirmation is extremely important because it contains the key information that you'll need for your arrival (above all, the contact telephone number of the apartment manager and the exact address of the apartment). Make sure you guard it with the family silver and the wedding album.

After booking online, how long will I have to wait for the booking confirmation?

The booking confirmation will be sent instantly and automatically, as soon as you make the online payment. You will receive it to your inbox within a few minutes of paying. If you haven't received it in an hour, please give us a call. The company dog might have chewed on the wires again.

I haven't received my booking confirmation. What should I do?

We never delay sending out the booking confirmation so if you haven't received it to your inbox then you need to investigate. And where is the most likely place for it to be? Elementary my Dear Watson - in the spam folder! If you check your junk mail and there's still no trace of your booking confirmation, then give our customer service team a call straight away. We'll perform a little detective work ourselves and solve the mystery for you.

Can I book an apartment for a two-night stay?

This might be possible, even though the vast majority of our apartments have a minimum stay of three nights. To see if there are any options available, simply perform a search in your chosen city with your dates. If you don't have any success finding two-night options online, then give our customer service team a call and we will investigate further.

Do you offer any discount for long stays or large groups? Are the prices negotiable?

If your group looks like spilling over into two or more apartments then by all means give us a call. If the apartments have the same apartment manager then we can certainly negotiate with him/ her to ask for an extra discount for a multiple booking. For individual apartments our lowest prices are already shown online. You will see that many apartments have discounts; for example, most have a 10% discount for stays of one week or more. We want you to find the best apartment for your group at the best price. If you think that your group has reason to request a discount where one isn't offered, then get in touch with our customer service team and we'll see what we can do.

Is it possible to request a cot and high chair for our stay? We will be travelling with our baby.

If you have already selected an apartment and want to know if it has a baby cot, then you will find the answer in the "overview" section on the apartment page. If you haven't chosen your apartment yet but you know that you need a baby cot, then the best thing to do is to use the "baby cot" filter when searching for apartments. Finally, when booking, always remember to tick the baby cot request box (located in the orange "book it now" column on the apartment page).

Do we have to include children when selecting the group size? We have a toddler and a young baby.

If children are aged three years or older then they must be included in the group size. This makes sure that there is adequate space for your group in the apartment. There is a separate box on the apartment page where you can enter how many infants/babies will be with you. So, if you are aged two or less and wondering where you can sleep, then don't worry! Just ask your parents to make sure that they select an apartment with a baby cot available and that they don't forget to tick the baby cot request box.

Can I bring a small dog with me? He is very well behaved and doesn´t shed!

Woof! To see if you can bring Beethoven with you simply consult the "apartment policy" section of the apartment page. Here you will be able to see if the apartment permits four-legged guests.

I've just seen an apartment advertised on another website and the calendar showed it to be available. Why are you telling me now that it has already been booked?

Mmm, sorry about that. Since apartment availability on our website is constantly changing, it is impossible to keep the calendars on these other websites updated. We advertise several hundred of our apartments on selected partner sites and sometimes this means that an apartment appears to be available for certain dates, when some other cheeky fellow has already beaten you to it. Rest assured that the calendars on our own site at Waytostay are 100% updated. We know it's a pain if you´ve just been told your original choice isn't available. However, get searching our full portfolio on Waytostay and there's a high chance you´ll find something even more interesting.

I've just seen an apartment advertised on another website and the price seems to be lower than on Waytostay. What is going on here?

Prices given in advertisements on external websites usually display the lowest possible apartment price. As you would expect, most apartment prices change according to the seasons and the number of guests staying in them - for example, owners in Paris tend to increase prices in the Spring for the simple reason that it is a very popular time to visit. The best thing to do is always to compare apartments using the prices on Waytostay. Here all factors will be taken into account - seasonal adjustment, cleaning costs, group size and discounts - and the total, final prices are always clearly visible.

Existing bookings

Can I cancel my booking? Something unexpected has come up.

You can always cancel your booking. We understand that life can sometimes get in the way of even the best made plans. That's why we try to be as flexible as possible if you are forced to cancel, offering some of the most understanding cancellation conditions you are likely to find:

  • f you cancel 15 or more days before the arrival date, we will refund you the remaining balance minus possible charges from financial institutions like bank fees. You will receive a voucher worth 100% of the prepayment.
  • If you cancel 14 or less days before the arrival date, we will refund you the remaining balance minus possible costs from financial institutions like bank fees. You will receive a voucher worth 50% of the prepayment. The other 50% we will give to the owner to compensate him/her for losing the booking at such a short notice.

For further information, please see the cancellation policy in our Terms and Conditions.

Can I modify my booking? We have had a slight change of plans.

You can certainly modify your booking. Please contact our customer service team and we will change the details as required. However, if you wish to modify shortly before your arrival, it is also a good idea to call us too. This makes sure that we can deal with your request immediately.

Modifying your booking in terms of days or group size is likely to change the total price of your booking (though this isn't always the case). You will pay extra prepayment at the moment of modification and extra open balance upon arrival. Whenever you modify a booking, you will always receive an official email from us so that you can check that everything is just as you want it.

For more info, please see the modification policy in our Terms and Conditions.

What is this Waytostay voucher that you are talking about?

If you have to cancel a booking then you will receive a voucher which you can use for any booking in any city or give it to your friend.

Can I pay the open balance before I arrive at the apartment?

If the outstanding balance (excluding the damage deposit) is greater than €1.000 (for mainland European apartments) or £1.000 (for UK apartments only) then you can request to pay it by bank transfer.

Please contact our customer service team to ask for permission to pay the outstanding balance by bank transfer. We will give you the green light along with the bank details of the apartment manager.

Three Golden Rules to remember:

1) Never transfer money to the apartment manager without informing Waytostay.

2) Never transfer the damage deposit (only the outstanding balance).

3) Always make the transfer more than 10 days before your arrival.

If the open balance for your apartment is less than €1.000/£1.000, then you will have to pay in cash on arrival (or by credit card if this option is available).

Why can't I pay the outstanding balance by card? Payment in cash on arrival seems a bit old-fashioned.

The straightforward answer to this question is that many apartment managers simply don't possess a machine through which to accept card payment. Portable credit card machines are quite an expensive piece of kit, so apartment managers see it as being simpler to deal in cash only. That said, there are many apartments in all of our cities where you can pay by card on arrival. Where possible, you will always see card payment options listed on the individual apartment pages.

Can I request an invoice for the open balance or for the total amount?

No problem. On your booking confirmation, simply click on the "create invoice" button (located in the right hand column). You will then be able to access an invoice for your apartment rental. Need to use your work details? Don't worry, you can adjust the name and address to your liking.

What time can I check-in at the apartment?

You can check into the apartment at any point during the standard check in time: 15:00-22:00 for most apartments. If there are any variations to these times then they will be clearly stated on your booking confirmation. For example, some apartments may give 14:00 or 16:00 as the earliest guaranteed check-in time. Others may start charging a late check-in fee from 21:00. Some apartment managers will charge you this late check-in fee due to the inconvenience of meeting you at this hour. For further details, please see individual apartment pages and/or your booking confirmation, where late check-in charges are always clearly listed.

If you will be arriving in town before 15:00 then please see the dedicated question in the check-in/ check-out section of our FAQs (can we enter the apartment before the standard check-in time?).

If your projected arrival time is outside the standard check-in time then we recommend giving the apartment manager a call a few days in advance of travel. This just makes sure that everything goes smoothly for your arrival.

How can I find out the exact address of the apartment?

You'll find this in your booking confirmation. If you haven't booked yet then use the map on the apartment page to see the exact location. The green arrow marks the spot. And if superstition only allows you to sleep in apartments with even numbers, then let us know. We´ll be happy to make sure your apartment is the number you need it to be.

Where can I find the telephone number of the apartment manager?

The telephone number of the apartment manager can be found in your booking confirmation. As back up, often you will find that there are two or even three numbers provided.

What languages will the apartment manager speak? I'm afraid we might have some problems communicating.

All apartment managers speak English, as well as the local language. If you're not a native English speaker but you can read this, then it's safe to say that you´ll be fine (you don´t need to speak like the Queen to check into the apartment). Equally, if you'd like to show off your language skills in the local lingo, then don't hesitate to do so. If you get your tongue in a twist or run into any communication problems, our multilingual customer service team is at hand.

Can you remind me how much I need to pay during check-in?

When you meet the apartment manager you will be asked to pay the outstanding balance and the refundable damage deposit. Both of these amounts are detailed on your booking confirmation. You shouldn't pay any money to the apartment manager before arrival unless this has been arranged with the help of our customer service team.

The apartment manager has called me, asking me to pay the outstanding balance before I arrive. Should I pay him?

Just to be on the safe side, always check with our customer service team first. After paying the initial payment, you have no obligation to pay anything else until you are given the keys. Of course, it is often easier to pay the outstanding balance by bank transfer in advance. That is not a problem, but it's always essential to keep us informed.

Check-in, check-out and everything in between

I've just arrived at the airport of the destination city. Did you say I had to phone the apartment manager now?

Yes! Unless you have arranged otherwise, when you arrive at the airport, you should give the apartment manager a call on the number on your booking confirmation. He or she will tell you to come to the apartment straight away or, if you have arrived before the standard check in time, they will tell you the earliest time you can enter the apartment. In the unlikely case of problems, you can also telephone our customer service team who will be happy to offer assistance.

How do I get from the airport to the apartment?

Well, most airports will have a few options open to you. Taxi, bus and train are the three most likely possibilities (horseback and space hopper don't tend to be so practical) but basically each airport will be different. The best thing to do is to visit our "transport and parking" page for your city where you´ll be able to get more of an idea as to what option to go for. If you're still in doubt then drop our customer service team a line and we'll be happy to offer further advice.

How do I check-in at the apartment? Will somebody meet me?

You will be met by the apartment manager at the apartment for the check in. You should phone the apartment manager when you arrive at the destination airport, or other transport terminal, to let him/her know that you are on your way to the apartment. On arrival, you simply have to pay the apartment manager the outstanding balance (and/or damage deposit) and he/she will give you the keys. You'll also be shown around and given an explanation of how everything works (washing machine, TV etc). If you have any burning questions about the neighbourhood - for example, where to buy milk, water, bread, cigarettes etc, then this is also an opportune moment to ask.

How do I get the keys?

The exciting moment when you finally get your hands on the keys! This will occur at the apartment* when the keys are given to you by the apartment manager. Before receiving the keys you will, of course, have to pay the outstanding balance and damage deposit. In most cases you will also be asked to sign the rental agreement of the apartment. If you need any door codes to enter the apartments - not as exciting but just as essential - then these will be sent to you by email before your arrival.

*A small number of apartments have an office, near to the apartment, where you will have to go to pick up the keys and complete the check-in formalities. If this is the case for your apartment, it will be clearly stated in your booking confirmation.

When I arrive at the apartment, what ways are there to pay the open balance?

Well, let's start with the one payment option that is always accepted - cash. Just make sure that it is in the local currency* - apartment managers don't deal in monopoly money - and that ideally, you have the correct amount. To avoid carrying large amounts of moolah with you, we recommend withdrawing cash at an ATM after dropping off your bags at the apartment. The apartment manager will be happy to direct you to the nearest ATM (remember to call your bank to make sure that you don't run into any trouble with maximum daily withdrawal limits).

Some apartments also accept payment by credit card. Where this is an option, you will see this detailed on the apartment page. Depending on the card type, some apartment managers may charge a processing fee for settling the outstanding balance with plastic. If you'd like to have this clarified before booking then please give our customer service team a call.

Payment by cheque or traveller's cheque is unfortunately not possible.

*An exception to this is Prague where Euros are accepted rather than Czech Crowns

Can we enter the apartment before the standard check-in time? Our flight arrives quite early.

The short answer is that the apartment manager always has the final word on this.

The long answer is that we at Waytostay cannot guarantee entry to any of the apartments before the standard check-in time (usually 15:00). This is because there is always the chance that another group will be checking out on the morning of your arrival. To allow time for this and the necessary cleaning and preparation of the premises, we give this mid-afternoon earliest guaranteed check in.

The good news is that there is every chance you will be able to check in before the standard check-in time. Apartment managers are very accommodating to this end as they would much rather get your group checked in as soon as possible.

The best thing to do is to phone the apartment manager a few days before you are due to travel and to ask for an update on the situation. By this stage, the apartment manager will be able to tell you whether a morning check-in is possible. In the case that it's not, they can also advise on alternative options (dropping off luggage at the apartment, using the left luggage services in the city, etc).

Remember you can ALWAYS call the WTS customer service team if you are stuck and we will happy to give you extra advice.

Can we leave our luggage in the apartment while we wait it to be prepared? Our flight arrives quite early.

The short answer is that - like entering the apartment early - the apartment manager always has the final word on this. You should phone him or her a few days before you are due to travel and ask if you can leave luggage in the apartment while it is prepared for you. With a bit of luck, you will be able to leave your bags. But if the answer is a negative one, then don't worry. Most cities have left luggage storage at public transport terminals and you'll find a list of the best ones on our website. Remember, you can ALWAYS call our customer service team if you are stuck and we will happy to give you extra advice.

Do you know where I can park? We're planning on arriving by car.

Some of our apartments have free private parking available so always check this first on the apartment page. If there's no free private parking available then get in touch with our customer service team as we may have additional parking information on file. Depending on the city, apartments often have free or paid parking on the street. Finally, don't fail to check out our Transport and Parking Page - we have one for each city - where you will find information and links for paid city car parks (we'll detail this on your booking confirmation too, just in case).

Can I change my apartment? I don't like it.

This can be is a tricky situation but don't get too down! Give our customer service team a call straight away and we will see what we can do.

Can I change the apartment? There is a serious problem.

Yes, in this situation we will definitely look at what other apartments are available. We will also look to see if there is a chance we can rectify the problem. Contact our customer service team as soon as possible and we will address this issue straight away.

Something is missing in the apartment, what can I do?

Give the apartment manager a call to inform them that there is something missing. They will make arrangements to replace the missing item. Remember though, you can ALWAYS call our customer service team and we will happy to help you address this issue.

I've arrived at the apartment and the apartment is lacking features that were promised on the website. Will I be compensated for this?

That's odd. Please give the apartment manager a call and let him/ her know what is lacking. If it's an item which is important to you and it isn't replaced immediately, then you can ask the apartment manager if any compensation will be provided. If you don't feel that the issue has been properly addressed then remember, you can ALWAYS call our customer service team and we will happy to help.

Something doesn't work properly or doesn't work at all. What should I do?

If your toaster doesn't work, it might not be such a big deal. But if your shower is giving you problems, then it definately will be. We also hate it when stuff doesn't work. So make sure you give the apartment manager a call to inform them that there is a problem. They will make arrangements to get everything working again as soon as possible. Remember though, you can ALWAYS call our customer service team and we will happy to help you address this issue.

Who do I contact with queries or questions during my stay?

For apartment and equipment-related questions the apartment manager is on hand to assist you throughout your stay. Remember though, you can ALWAYS call our customer service team and we will be happy to help, whatever the issue.

Oops…. We have unintentionally damaged or broken something. What should we do?

Shhh...ugar! Give the apartment manager a call to inform them that you have unintentionally broken something. They will make arrangements to repair or replace the item. They will also inform you of any costs that may be charged to you. Remember, you can ALWAYS call our customer service team and we will happy to help you address this issue.

Help! The apartment has been broken into. What should I do?

Luckily, this hardly ever happens. Because when it does, it's a nightmare. The best you can do is call the apartment manager straight away to inform him/her of the situation. Pass by the nearest police station as soon as possible to file a report. Call our customer service team to inform us of the situation. We will give you all the support we can.

Do I need to clean the apartment before I leave?

There's no need to put the feather duster and the toilet brush into action, but we do appreciate that you leave the apartment in an orderly and tidy condition. The magic cleaning fairies (at least we think it's them) will come and give the apartment a thorough clean after your departure but please take out the rubbish, avoid leaving dirty dishes and so on.

When I leave the apartment, how will I get my damage deposit back?

If you have paid the damage deposit in cash then it will be returned in cash at the moment of check-out. If you have paid the damage deposit with a credit card, then the money will be returned to your card within 10 days of your departure (although often much sooner). Logically, the return of the damage deposit is dependent on the state of the apartment (no damage, no mess)

What time do I need to check out by? Can I check out later?

For the great majority of apartments, the latest check-out time will be at some point between 10:00am and 12:00 noon. You can find the exact latest check-out time for your chosen apartment by checking on the apartment page or, if you have already booked, on your booking confirmation. Some apartments offer the chance to check out later or to store luggage for pick up later in the day. You can also find the information on the "apartment policies" section on the apartment page. If late check-out or luggage storage isn't possible for your chosen apartment, then the only way of being able stay in the apartment is to book an extra night. If you have a late afternoon or evening flight, then the best option is often to use left luggage services in train stations, bus stations or other city transport terminals. Further information can be found on our city transport and parking pages, and remember; don't hesitate to give our customer service team a call. As always we'll be happy to help.

What's the check-out procedure?

The apartment manager will come to meet you at the apartment at the time you have requested to check out. Many customers find it convenient to arrange the check-out time with the apartment manager when they arrive but you can also phone him/her during your stay to confirm or modify this. The apartment manager will check the apartment to make sure that there have been no damages and that everything is in good order. You will then have the rather sad moment of handing back the keys. Don't shed a tear though - assuming everything is shipshape in the apartment (no damages, mess) the apartment manager will then pass you back your damage deposit in cash. With the wallet reassuringly thicker, an end-of-trip celebratory lunch might just be in order.

I am going to leave the apartment before my booked check-out date. Will I get my money part-refunded?

No, probably not. Give our customer service team a call straight away to explain the situation. We will negotiate with the apartment manager to see what he/she is willing to do in the circumstances.

We need to leave the apartment but the manager/apartment manager hasn't turned up for the check out. What should we do?

Give our customer service team a call straight away. We will try to contact the apartment manager. If you urgently need to leave we will advise you what best to do with the keys and make arrangements for your damage deposit to be returned.

Can we leave our luggage in the apartment and pick it up later before we go to the airport? Our flight leaves quite late and we want to make the most of our final day.

The short answer is that the apartment manager always has the final word on this. The best thing to do is to ask him or her this question when you check-in. With a bit of luck you will be able to leave your luggage at the apartment while you enjoy your final afternoon in your destination city. However, there is always the chance that another group will be arriving on the day of your departure, and this can affect things. If the apartment manager isn't able to let you store your bags, then don't lose hope. Most cities have left luggage storage at public transport terminals.

Inside the apartment

Does the apartment have a balcony or terrace?

We know how exciting it can be to have a balcony or terrace in the apartment. For this reason we make it extra clear on the apartment pages which ones have some alfresco space on offer; just scroll down to the "rooms and amenities" section where you'll find balcony or terrace information. To see what each apartment's terrace/ balcony looks like, simply check out the photos. Now, let's just hope that it doesn´t rain.

Can I smoke in the apartment? If not, how about on the balcony?

Some apartments allow smoking, but most apartments don't. To see which bracket yours falls into, simply consult the "rules of the house" section of the apartment page. If the apartment is non-smoking but has an outside balcony or terrace, it is usually permitted to smoke there as long as no smoke enters through the window and all cigarette ends are disposed of properly. If you want to be 100% sure on this then please contact our customer service team and we´ll ask the apartment manager directly. Or simply stop smoking.

Will the apartment have an internet connection? I really need to be able to get online.

Almost all our apartments do. How would you be able to live without one? A quick tweet of "gone to beach, weather and food incredible" should be enough to make your office buddies a little jealous. But to be 100% sure, try using the filter option when performing a search on our city page - only apartments with internet options will appear.

Should I bring my own bed-sheets and towels to the apartment?

Absolutely not! Packing your suitcase is sure to be tricky enough as it is, so we'll always make sure that bed-sheets and towels are provided for you.

Our apartment booking is for two weeks. Will someone provide us with fresh sheets and towels during our stay?

If your stay is for seven nights or more some apartment managers may arrange a complimentary light cleaning. Please discuss it with the apartment manager when you arrive. If you have any questions then simply drop a line to our customer service team and we will be happy to help.

What equipment will I find inside the apartment? Will I have everything I need?

We want you to know exactly what you are getting in your apartment. For this reason we carefully list the exact contents of each individual apartment on the apartment pages. As well as the basics - number of rooms, beds etc - you´ll find all the amenities and utilities listed. And a definitive list of the kitchen accessories is always provided. From washing machines and ironing equipment to DVD players and iPod docks, if it's in the apartment then you'll find it listed.

What does the kitchen contain?

In the kitchen, you can always count on having a full set of cooking and eating utensils at your disposal (plates, cutlery, glasses, mugs, pots and pans) while a definitive list of the kitchen accessories is provided on the apartment page. If a microwave is essential in your culinary routine then you'll find that it's easy to select an apartment which has one (just try not to eat instant noodles every night).

Toilet roll, kitchen roll, coffee, tea, salt, pepper, spices and oil. Will I find all of these in the apartment?

We are currently working with our apartment managers to guarantee that in the near future all these items are provided in our apartment as standard. At the present time you should carry a few tea bags with you if you want to be 100% sure of a cuppa as soon as you get in the door. However, you might be pleasantly surprised as many of our apartment managers already stock their apartments with all the items listed.

Is there a chance the apartment could be noisy?

Noise is a tricky one because not everyone is affected in the same way. A resident of New Delhi will probably be less likely to notice passing cars than somebody from the Canadian prairies. A good place to start investigating is by checking out the customer reviews. Also, if we know that an apartment can get a little noisy late at night, we’ll mention it on the apartment page. But don’t worry, you won’t find any apartments located above death metal clubs (at least that we know of).

Are the apartments suitable for people who use wheelchairs?

Unfortunately, not all of our apartments are wheelchair-friendly. However, a great number of the apartments have been adapted or designed for wheelchair access. Give our customer service team a call and we'll be happy to investigate if your chosen apartment is suitable for a guest in a wheelchair. If you prefer, let us know what kind of apartment you are interested in, as well as your dates and group size.

Outside the apartment

I'd like to hire a bike to use during my stay. Is there a secure place to store it?

Firstly, nice job on choosing an eco-friendly form of travel! We're absolutely in favour of using a bike to get around, but bike storage possibilities do vary from apartment to apartment. Give us a call (or drop us an email) and we´ll be happy to contact the apartment manager and see what the situation is. If the apartment you have chosen doesn't offer bike storage, then we may be able to suggest other similar apartments which do.

Can you tell me more about the neighbourhood that the apartment is in?

Absolutely. In the "location" section of the apartment page we tell you what we see as the main traits of the local area, as well as prominent sights and points of interest. For each city we also have a "city guide" page where you can read about every neighbourhood and its characteristics. We like to think we have created a fairly comprehensive set of area guides. But don't just take our word for it - on the apartment pages you can read the unedited comments of previous customers and see what they had to say about the location. As always, if you have any doubts or specific questions, give our customer service team a call and we'll be happy to investigate further.

How can I find out about nearby restaurants, convenience stores and supermarkets?

When you're new in town, a little bit of local knowledge can really enhance your stay and make things easier. The best way to get informed is to fire a few questions at the apartment manager when you check in at the apartment. Many apartment managers will share a local secret or two, which might turn out to be a highlight of your trip. Also, we thoroughly recommend using Google Street View to go for a virtual stroll around the apartment neighbourhood. You´ll often find that the all-important convenience store is conveniently close...funny that.

Is there a place near the apartment where I can wash my clothes? It would be great if I could dry clean my suit too.

Most of our apartments have a washing machine (please check in the "rooms and amenities" section to be 100% sure). But if you do want to know where the nearest laundrette or dry-cleaners is, give our customer service team a call and we'll find out where you can get those whites "whiter than white". Or simply ask the apartment manager at check-in.

I want to use public transport to get around. Where can I jump aboard?

We insert a Google Map into each of our apartment pages which, as well as displaying exactly where the apartment is located, also allows you to see the nearest public transport stops. Clicking on the icons will give you line information, bus/tram numbers and, occasionally, timetables. It goes without saying that we are at hand should you remain uncertain as to your best public transport options. Just get in touch with our customer service team.

Questions no one asks but we wish they would

So, Waytostay is an agency. How does that make you different from apartment listings sites that I have seen online?

Unlike online portals or listings sites, at Waytostay we give you all the support and assistance you need before, during and after your stay. Behind the scenes we have a committed customer service team who will be with you every step of the way; from the moment you first see the photos of our apartments online until the moment you are looking back at your own photos of your trip, you will have our total support. We won't abandon you once your booking is made or look the other way if you encounter a problem. And we are at your service seven days a week, offering assistance in six different languages. Furthermore, we check, double-check and triple check the information that is published on our website. This means that you don't have to worry if the apartment will really be like it seems online. We make the whole booking process as simple and stress-free as possible. In short, we provide all the infrastructure, information and support necessary to ensure that your apartment experience is an exceptional one.

What makes Waytostay different from other agencies?

Waytostay continues to set new standards in apartment rental because, unlike other agencies, we are a customer orientated company. We qualify success solely in terms of customer satisfaction. And let's be clear, we don't just want your experience with us to be merely satisfactory, we want you to be genuinely impressed by it. Blown away, in fact.

In keeping with our philosophy, we make sure that every single customer has their needs addressed with care and attention, before, during and after their stay. We want you to feel at home in the city where you are staying and we aim to achieve this by tailoring an efficient and dedicated support service with a personal and human approach. Put simply, we are prepared to go further than anyone else to make sure that you are happy.

Why should I book with Waytostay?

By using Waytostay not only do you have an unrivalled commitment to customer support once you have booked, we also believe that you have the best chance of choosing the most suitable apartment for you in the first place. This is because we have a sophisticated web page that allows you to see in-depth information and photos for each apartment. Also, we go to great lengths to ensure that only high quality apartments from trusted apartment managers make it onto our page. But don´t just take our word for it; use the review section on our web site to read reviews from previous customers who have visited the apartments you are considering. With Waytostay you have all the tools to help you select the right apartment, and all the assistance you need in solving any issue.

Are the reviews from real people?

Yes, of course. All the reviews you can see online have been submitted by previous customers with Waytostay. You can see the date of the visit and also the travel party (young couple, family with mature children, etc).

Do you only display positive reviews?

No, we display absolutely every review, good, bad or indifferent. We never delete reviews or edit them as we strongly believe in the importance of total transparency. The idea of our review system is not to promote the apartments, but to give our customers the information they need to make the best choice. As the apartments with the highest review scores naturally get booked more often, our open review system also provides an excellent incentive for apartment managers to keep their apartments in tip-top condition. This means that our apartment managers are just as motivated as ourselves to make your stay as comfortable as possible.

Why can't I see many bad reviews?

We keep a close eye on all incoming customer reviews as part of an ongoing quality control process. If an apartment receives a negative review then we will always contact the apartment manager to discuss the reasons for this. Often the reason for the bad review can be pinpointed and improvements can be made for the sake of future customers.

If an apartment receives a series of negative reviews and the apartment manager is unable or unwilling to address the source of the problem, then we will cut ties with the apartment manager and remove the apartment in question from our portfolio. If an apartments doesn't prove itself to be worthy of a place on our website, then it won't stay there for long.

Do you have any advice when using the reviews to choose an apartment?

If an apartment has a lot of comments, try to form an overall impression and don't get too hung up on individual remarks. You should definitely pay attention to points – good or bad - that come up several times. For example, if three people mention that the apartment was very quiet, then you can be fairly certain that this is the case. But if, for example, a customer has the misfortune to go down with food poisoning during their stay, then this might well be reflected in their feedback, but will not necessarily say something about the apartment.

I'm concerned about a specific comment. Can you check it out for me?

No problem; please just get in touch and tell us what is worrying you. We may well already have investigated the matter as part of our quality control process. However, there's no harm in double checking so if you´d like us to contact the apartment manager with regards to a specific apartment comment, then just let our customer service team know.

Can I trust in Waytostay? I've never heard of you.

Put your trust in Waytostay and we'll demonstrate that it wasn't misplaced. We are a completely customer orientated company, and everything we do is designed to make sure that your apartment experience is an unforgettably good one.

Our aim it is to set new standards in the industry; we want to provide the absolute best service that we can, with top apartments and an unbeatable customer service team.

Waytostay offers over 3000 kick ass apartments in Europe's most exciting cities. Waytostay was founded in 2004 and works entirely out of one office in Barcelona, Spain. Though the company has expanded significantly since the early days, it still operates under the direction of its founders, Michael Salverda and Ronald van der Bijl. The Waytostay team numbers approximately sixty people in total, and comprises a whole range of nationalities and languages. To get to know us better, come and have a look at our "About Us" page.

Waytostay officially operates under the registered name "Booking Horizon S.L.". If you´d like to receive a document with our full company details and Tax Identification Number (CIF), then please don't hesitate to request one from our customer service team.

Does Waytostay own the apartments?

No, Waytostay does not own any of the apartments, though we do take full responsibility for your experience in them. Most of the apartments are owned by private apartment managers though there are also those - particularly serviced apartments - which are owned by companies. In all cases the apartments are carefully selected to make sure that we only work with people who are dedicated to the high standards and values of Waytostay.

Who is the apartment manager?

The apartment manager oversees your complete stay. He or she will handle your check in and check out and will be available at all times during your stay to help you if needed. In the case of serviced apartments which have 24 hour reception - the "apartment manager" may comprise the small team of people who run the building. We use the term apartment manager to encompass all variations. However, don't forget that Waytostay also provide full support before, during and after your stay. So... you should also feel free to call our customer service team at any time.

Didn’t find the answer to your question?

Please contact us here