Frequently asked
questions.

Your total consists of the nightly rate multiplied by the number of nights, tourist tax, the cleaning fee, VAT and any additional services you book. A separate €150–€300 security deposit is paid through our Alphabet Stay app during online check-in. Payment for your stay is due before arrival, unless a different payment schedule has been agreed with us for corporate invoicing. Payment at the property is not possible. For a clearer breakdown, see our guide to the total cost of a serviced apartment.

Cancellation deadlines, charges and refunds depend on the rate and terms you selected. Check these before payment and in your booking confirmation; conditions can differ by rate and booking channel. Leaving early does not automatically entitle you to a refund. Contact our bookings team to request a cancellation or discuss an early departure.

We accept Visa, Mastercard, American Express, Diners Club, Discover, JCB and UnionPay. Apple Pay, Google Pay and iDEAL | Wero are also available in our online booking engines; available options may depend on your device and booking route. Corporate invoicing and bank transfers must be arranged with our team in advance.

No. Payment at the property is not possible, including by cash or card. Payment is due before arrival, unless a different payment schedule has been agreed with our team for corporate invoicing. The separate security deposit is paid through our Alphabet Stay app during online check-in.

Email the bookings department at bookings@alphabetapartments.nl and include all necessary billing details. For corporate invoicing, we can agree a payment schedule together with your business. Please discuss this with our team in advance.

Yes. Guests can register at the property for stays of at least 30 nights. Prepare documents with our arrival checklist.

Apartments can be rented for a maximum of 180 days. Please contact us for availability and details when planning an extended stay.

Extensions are subject to availability. Contact the bookings department or visit alphabetapartments.com to check the options.

Request changes to your dates, apartment category or guest numbers through our bookings team. Changes are subject to availability and your booking terms; fees may apply. The number of guests must not exceed the apartment’s maximum occupancy, and any additional fees must be paid in advance.

Email bookings@alphabetapartments.nl or book directly at alphabetapartments.com.

Yes. Multiple apartments can be booked, subject to availability at the time of reservation.

Check-out is at 11:00. Please leave by this time so we can prepare the apartment for arriving guests. Ask about late check-out at least 48 hours in advance.

Standard check-in is at 4pm. When you book directly on our website, early check-in at 2pm is free, subject to availability and confirmation by our team. For bookings through other channels, early check-in at 2pm costs €25 and is subject to availability; request it at least 48 hours in advance. Late check-out at 1pm costs €25, is subject to availability and must be requested at least 48 hours in advance. Paid extras must be paid in advance.

Our apartments use Nuki digital locks, so you do not need physical keys. Your six-digit access code is sent to your registered email address and WhatsApp one day before arrival. Follow your personal check-in instructions for when the code becomes active.

Most buildings do not have on-site parking; local street parking is available via parking meters. Westersingel and Villapark do offer parking. Specific instructions are shared after confirmation.

Do not press the triangle button, as it is only used for locking. After entering the code, pull or gently shake the door to release a minor blockage. If it still does not open, contact support immediately.

Yes. Standard check-in is at 4pm and the access code normally becomes active at that time. If our team confirms early check-in, follow the access instructions provided for your booking.

Luggage storage is available only at our Brede Hilledijk and Kerkstraat locations. It is not available at our other properties.

You do not need to present identification on arrival. All guest information must, however, be submitted during the online check-in and registration process.

Yes. Every apartment has a private Wi-Fi network. The network details are included in the check-in instructions sent one day before arrival.

The televisions have built-in streaming apps. Guests use their own accounts and should log out of every service before check-out.

Towels, bed linen and basic toiletries are provided at check-in. Bed linen is refreshed during the weekly cleaning. Additional towels or linen can be requested in advance and are not included as standard; fees may depend on the number of guests.

Each apartment includes an iron, ironing board and hairdryer.

Cots and high chairs are available on request and subject to availability. Request them at least one day before check-in. A one-time fee of €30 applies and is payable in advance.

For stays of seven nights or longer, weekly touch-up cleaning takes place between 09:00 and 17:00. You do not need to be present; your cleaning day is in the check-in instructions. Additional cleaning is available for stays longer than five days and must be requested in advance. The price is €50 for studios and one-bedroom apartments or €70 for apartments with two or more bedrooms. More detail is in our housekeeping guide.

Waste-disposal instructions vary by property and are included in your check-in information.

Yes. Kitchens include cookware, crockery, cutlery, glassware and utensils. Contact the property-management team if something is missing or not working.

Pets are welcome at selected properties with prior approval. Please register your pet before booking. A pet fee applies; our team will confirm the price and conditions for your apartment. Do not bring a pet without written confirmation.

To keep our apartments and shared spaces fresh and comfortable for everyone, they are smoke-free. A €300 charge applies for breaches of this house rule.

We want every guest to enjoy a peaceful stay. Apartments are therefore reserved for registered guests, and parties, events and gatherings are not allowed. Please contact our team in advance if you have questions about your group. Breaches may lead to charges of up to €300 and the stay being ended under our house rules.

Help us keep a welcoming, safe environment for guests and neighbours. Drugs, prostitution and illegal activity are not allowed. Please see the house rules for the full arrangements and the consequences of breaches.

Yes. Quiet hours are from 22:00 until 08:00.

Yes. Our properties have security cameras in common areas and appropriate safety measures to support guest security.

Use the same telephone number used for your reservation. WhatsApp is also available on that number.

Pay the separate €150–€300 security deposit through Alphabet Stay during online check-in, following the payment instructions in the app. It is not paid at the property. The deposit covers possible damage or house-rule violations and is fully refundable after a successful quality inspection.

Card and iDEAL deposits are refunded within 14 days after check-out. Refunds by bank transfer may take up to 30 days.

All locations are considered safe. Please secure personal belongings and close all doors and windows when leaving. Support is available whenever needed.

There is no on-site reception. Support is provided remotely. Cleaning and maintenance staff may be present during the day, but all communication should go through the guest-management team.

Report the problem to our guest-management team as soon as you notice it, including on arrival. We will investigate and arrange maintenance or housekeeping as soon as possible.

Tell us immediately so we can contact the relevant local authorities or building management if necessary.