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FAQ

February 20, 2019 by Portree Self Catering Ltd

Here you will find the answers to the most common questions we receive

 

Q. Where will I store my baggage before check in and after check out?

A. There are storage facilities at each apartment.

Q. How should I check out of the apartment?

A. We will meet you at the apartment at the arranged check out time for inspection and repayment of the security damage deposit. You should leave the apartment tidy with all garbage in bags. If the apartment is in a bad state, greeter may request additional cleaning fee and withhold from your damage deposit.

Q. What time must I check-out? And is later check-out possible?

A. Standard check-out time is between 09:00 am to 10:00 am. You can find full information in the section on each apartment listing page. Late check-out is only possible if there are no guests arriving on your day of departure, but usually attracts an additional fee.

Q. Who should I contact with questions during my stay?

A. Any questions about your apartment and its equipment should be to us , our contact number is given in your confirmation mail. You can get immediate assistance from our customer services department by telephone or through our contact page . Help is at hand always.

Q. What is the check-in time? Will I be able to check-in earlier?

A. Standard check-in time is 14:00 to 20.00, though this can vary from apartment to apartment. Early check in may be facilitated providing there is no one staying in the apartment the night before you arrive. You can contact us 36 hours before arrival and we will be able to tell you if it is possible. In some cases, there may be an additional fee for early check in or for check in after 20.00. You can find full information on each apartment page.

Q. What do I pay on check-in?

A. At time of check-in, you should pay the remaining balance  , or if you choose to pre-pay in full , there are no further charges to be paid. The prices shown on each property page are final and will include the city tax, tourist tax and any extra services you have selected during the reservation process . The amount due is stated in your booking confirmation. The damage deposit will be refunded in full, providing there is no damage to the property.

Q. How do I check-in at the apartment?

A. On your arrival in Amsterdam, you should call our greeters at the number given in your booking confirmation mail . If the apartment is ready for your arrival you will be advised  to go directly to the property or if the property is not yet ready (still being cleaned or you arrive early) you will be advised to come to the property at an agreed time. In a few cases, check-in is done at a central office, where you can pay the outstanding balance and collect the keys.

Q. How will I get to the apartment?

A. Your booking confirmation will include details of how to locate the apartment when you arrive. Just follow the instructions. Should you have any problems when you arrive, you can telephone our greeter for further directions or in an emergency, call our customer service.

Q. Will you provide airport pick-up and shuttle service?

A. Yes, we can arrange airport pick-up for an extra charge. Please let us know your flight details and the number of a mobile phone you will have with you. Price for this service depend on the apartment location , and is shown on each property page.

Q. What do i do on arrival?

A. You will receive complete check-in instructions after the booking is made. These will include a local contact number . When you arrive at the airport or central station, call us to arrange check-in, which will be either at the apartment .

Q. Can I request a receipt for outstanding payment?

A. If you will need a receipt for your payment on arrival, please let us know at least 48 hours before you are due to check in to have the receipt ready and emailed to you.

Q. Can I make payment with cash on arrival?

A. We do not accept cash payments, so you must pay the remaining balance with the same payment method as the initial deposit. In most cases we require to pay by SEPA transfer. If you need to read more about SEPA transfers , please read the following legislation from EUROPEAN Payments Council : https://www.europeanpaymentscouncil.eu/about-sepa

Q. Can I cancel or modify my booking?

A. Cancellation or modification to bookings is accepted  by e mail, phone or from your dashboard . Subject to our general cancellation policy, you need to cancel with at least 14 days prior arrival to receive a full refund of your reservation charges ( reservation costs, damage deposit, cleaning fee, airport shuttle , breakfast ) . Failure to cancel within this time frame, you will have no right to a compensation from our side

Q. How many people should I book for if the number of people staying each night varies or I am not sure of the final number of guests ?

A. If the number of guests is not the same each night, contact us and we will handle the booking for you. If you are unsure of the final number of guests, you can add additional guests later. Please note that the party size cannot exceed the total number of guests allowed in the flat . The maximum sleeping capacity is displayed on each apartment’s page.

Q. When will I get my booking confirmation mail?

A. As soon as your prepayment is processed, a confirmation mail will be sent to you, giving you the contact details of your greeter and full address of the apartment. Please refer also to the “BOOKING TERMS “ section of our site for further information.

Q. How can I book an apartment?

A. You can book an apartment with us very easy. Please see our “BOOKING TERMS “section.

Q. Is smoking allowed in the apartment?

A. You can refer to Property Amenities section on the apartment page to see whether or not smoking is allowed. All the flats presented on our website have either balconies or terraces, so smoking is possible outside .

Q. Is my pet allowed in an apartment?

A. Many owners do not allow pets as some people are allergic to them. There are no pet-friendly apartments advertised on our portal .

Q. Are there parking facilities close to the apartment?

A. As part of the minimum requirements criteria, we require that all the flats advertised on our website will have parking on site ( private parking on the street or private garage ) . So yes, all the apartments come with free parking facilities

Q. What about cleaning ?

A. The apartment is cleaned before your arrival and you are expected to leave it tidy with all garbage bagged on departure. You will have the apartment cleaned during your stay, this  is why charge you a final mandatory cleaning fee that is collected along with the damage deposit and the reservation costs

Q. How can I find more information about neighborhood and location?

A. You will find a description of the neighborhood in the property information section.

Q. What is the exact address of the apartment ?

A. After you book an apartment and complete the pre-payment, you will get a booking confirmation mail with the complete address.

For privacy reasons the complete address is not shown on the website.