Frequently Asked Questions

What is StayciApartments?

StayciApartments.com is a real-time booking website offering apartments provided by Stayci Serviced Apartments. Stayci offers high quality corporate serviced apartments in both The Hague and Rotterdam available for business and leisure travellers seeking a city centre and professionally managed hotel alternative.

How do I find the most suitable apartment for my stay?

Each apartment has its own specific combination of location and layout and has a maximum number of people it can cater for. Consider the size of your group and personal preferences for style and area. Then scroll down the summaries on the apartment page to see what fits your needs. If you require any additional information or specific housing solutions for large groups, please feel free to contact customer support directly by phone or email.

Is there free WIFI available in the apartment?

Free WIFI is provided in all Stayci Apartments.

Is the rate per person or per apartment?

All rates are per apartment.

Are there any other additional charges or taxes involved?

All our prices are including VAT and excluding Tourist Tax. Additional charges depend on any extra services you book, such as an early check-in or late check-out.

Is breakfast included in the rate?

Breakfast is not included and at the moment unavailable. All apartments are self-catering.

Are there any child fees?

There are no fees for children under 2 years old, but they are considered and counted as adults if above 2 years old. In all cases you pay per apartment and may stay with any number of persons up to the maximum allowed.

Are baby beds or cots available?

We can provide you with baby beds or cots. If you are interested in a baby bed or cot then please contact our team or place this request in the comment box on the confirmation page when making the booking.

Are pets allowed in the apartments?

Pets are not allowed in all our apartments and may be subject to an extra fee. Please contact us beforehand.

Is cleaning of the apartment included in the price?

Yes. The cleaning of the apartment after your check-out is included in the price. For stays over 7 nights, a stay-over cleaning will be done once a week, where the apartment will be cleaned and the linen changed. Please note that our cleaners are instructed not to move personal belongings.

Are linnen and towels provided in the apartment?

Yes. Linen and towels are provided by Stayci, and will be changed once a week. Extra linen changes are possible for a small surcharge. Please contact the office for more information.

Is parking included in the price?

No. Parking is not included in the price. In most parts of The Hague and Rotterdam you have to pay for on-street parking. Please visit the following websites for further information:

Does StayciApartments have minimum age requirements?

Yes. At least one person in your party must be 18 or over.

How do I make a booking?

Having found your apartment, click on the ‘Book now’ button and proceed to our secure booking and payment pages. The first is for your booking, personal and payment details. After acceptance of the terms and conditions of the apartment provider, you can then check and confirm your booking at the second page. After making a successful online prepayment by creditcard, a booking confirmation and the terms and conditions will be sent by e-mail.

What kind of credit cards are accepted?

StayciApartments.com accepts Visa and MasterCard.

Can I pay via PayPal or banktransfer?

Please contact our customer service if you require to pay via PayPal or banktransfer. We are able to block the apartment for a short period of time awaiting the payment confirmation of the alternative payment method.

What does StayciApartments do with my credit card details?

Credit card details are not provided to the apartment owner. StayciApartments.com charges via Stripe.com, no sensitive data is stored on our servers.

How do I alter an existing booking?

You can alter your booking by contacting customer support. They will try to accommodate any possible changes, although this will depend on availability.

How do I cancel an existing reservation?

You can cancel your booking by contacting us. Extra cancellation fees will apply depending on the period of notice for cancellation given. Please check our terms and conditions displayed at the time of booking.

Where can I find the terms and conditions?

Having selected your apartment of choice, the terms and conditions appear as a deeplink ‘Terms and Conditions’ at the bottom of the apartment information page (section terms and conditions; below the availability and prices overview). During your booking process, the terms and conditions also appear at the bottom of the booking details page (section 3; payment details). It is required to accept these terms and conditions to proceed with your booking.

What will happen if I do not use the apartment and fail to cancel the booking?

This is a “no show”. The full balance will be charged.

Is it possible to pay the balance before arriving in The Hague or Rotterdam?

Yes. Please contact our office to clear your balance before arriving in The Hague or Rotterdam.

How do I pay for the booking I made at StayciApartments.com?

During the booking process you make a prepayment with your credit card. This guarantees your booking. The prepayment amount is a percentage of the total costs as down payment. The balance due can then be paid prior to or on arrival in The Hague or Rotterdam.

Is a damage deposit required?

Yes. The apartment provider will place a reservation of a certain amount on a guest’s credit card at check-in (the exact amount can be found in the terms and conditions of the apartment provider). The reservation will be released on the conditions that you have left the apartment in a good condition, returned the keys and no disturbance has occurred.

Is it possible to pay the rental balance and damage deposit in cash rather than with a credit card?

It is possible, although we prefer payment by credit card for security reasons.

Key Pick-up

The Hague
At the day of your arrival you can pick up the keys to your apartment at our office located near The Hague central train station at Prinsessegracht 6, 2514 AN in The Hague.

Rotterdam
At the day of your arrival we will welcome you at the booked apartment for key pick-up and check-in. Please follow the instructions sent to you by email.

How do I check in?

The Hague
On the day of your arrival we will look forward to welcoming you at our office on the Prinsessegracht 6, 2514 AN in The Hague (only 250 meters from The Hague Central Station). Your apartment will be ready from 15:00 onwards. Arrivals between 22:00 and 0:00 will be subjected to a surcharge of €35,- and after 0:00 a surcharge of €50,- will be applied. Late check-ins will be done on location. We will provide a personal check in at the apartment during office hours for a surcharge of €35,-.

Rotterdam
At the day of your arrival we will welcome you at the booked apartment for key pick-up and check-in. Please follow the instructions sent to you by email.

How do I check out?

Please note that the check-out time is at 11:00 and the apartment must be vacated by this time. Please ensure that the apartment is left in good condition. Please be so kind to collect all the garbage and do the dishes. The apartment keys can be left on the table and make sure you close the door behind you. Lost keys will be subject to a charge of 100 euro as we have to change the locks for security reasons. If you would like to stay a bit longer, a late check-out may be possible but will be based on availability and needs to be confirmed by us.

Is there somewhere I can drop my bags if I arrive earlier than the agreed check-in time?

The Hague
You can do so at our office or in luggage lockers at The Hague Central Station. Please visit NS website for further information.

Rotterdam
You can do so in luggage lockers at Rotterdam Central Station. Please visit NS website for further information.

Cleaning and garbage

The cleaning of the apartment after your check-out is included in the price. For stays over 7 nights, a stay-over cleaning will be done once a week, where the apartment will be cleaned and the linen changed. Please note that our cleaners are instructed not to move personal belongings.

Garbage will be disposed of by our cleaners, once a week and after your stay. If you would like to dispose of garbage on other days, please inform us at +31 (0)70 331 61 91. Please do not leave garbage in the common areas.

Security and emergency

For your safety we have installed camera security on most of our apartments, covering the front access and common areas.

In case of any life threatening  emergency, always contact the police, fire brigade or ambulance on 112. In non-life threatening cases, please contact our office or 0900-8844 for the police. The pre-recorded message is in Dutch, however the operators do speak English. For other emergency numbers please refer to this website.

Contact Stayci

Telephone                 +31 (0)70 331 61 91
Mobile                        +31 (0)6 51 35 32 54
Email                           info@stayci.com
Address                      Prinsessegracht 6
Zip code/City             2514 AN The Hague
Country                      The Netherlands

If you could not find the answer you were looking for, please contact our support team who will be happy to help you further.

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