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Quality Assurance on all our apartments

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Frequently Asked Questions


Q: How accurate are the availability calenders?
A: Our apartment availability calenders are always kept up to date.

Q: Can I make a provisional booking?
A: We will always try our best to hold dates of a provisional booking although we are unable to guarantee the dates until the confirmation deposit (15% to 20% depending on which apartment) has been paid.

Q: Do I need to pay a deposit?
A: A deposit is required to confirm a booking.  The deposit amount is 15 - 20% of the total booking value, depending on the apartment booked.

Q: When do I need to pay the balance?
A: The date for payment of the balance is 4 weeks prior to the start date of the booking.  The balance payment amount and period will be specified in the booking form and / or the confirmation email. You will receive an email with a payment link for the balance payment when this payment falls due.

Q: What currency do I pay in?
A: All of our Rental Apartments are priced in Pound Sterling (GBP), and will be charged for in this currency.

Q: Are taxes included in the price of The Edinburgh Apartment, rental apartments?
A: All local taxes are included in the price.

Q: How secure are my credit card details?
A: We use the strongest commercially available encryption technology when you send your credit card details to us.

Q: Can I have tickets sent to the apartment or your office?
A: I am afraid that we cannot accept tickets sent to our office or our rental apartments. Please arrange to collect tickets from the ticket agent or venue.

Q: Do we pay extra for children?
A: There is no charge for children who are 3 years old and under when sleeping in a travel cot.  We can provide inflatable beds for older children where there is a nominal additional charge which will be mentioned in the rates section for the apartment.

Q: I need to cancel my booking? What is your cancellation policy?
A: Should you wish to cancel your booking with us this must be advised in writing by the party leader. You will be liable to cancellation charges, as detailed below, and these will be calculated from date of notice is received by us whether by post or e-mail.

29 days or more notice: Loss of deposit
Less than 28 days notice: 100% of booking price

Please note that notice of cancellation will only be deemed to have been effectively given upon us issuing acknowledgement of receipt to you and, where necessary, it is your responsibility to follow up by phone or other means to ensure that we have received your notice of cancellation. You are responsible for arranging appropriate cancellation insurance to cover the risk of you having to cancel the Booking and, for the avoidance of doubt, no such insurance is provided as part of the Booking.

Arrivals and Departures

Q: What time can we arrive at the apartment?
A: The standard arrival time is between 14 00 hours and 16 30 hours and we do our best to accommodate arrival times outwith this period.  Confirmation of an earlier arrival time is dependant on whether guests are departing on the same day.  Confirmation of an earlier arrival time can be confirmed 24 hours prior to arrival at the earliest.
There are left luggage facilities at the Waverley Train Station (cost approx £7.50) per day and at St Andrew's Square Bus Station (cost approx £5 per day) which are both central locations.

Q: Where can we collect the keys for the apartment?
A: You will have two options during the online booking process, 1. Key collection from Eco Clean, 326 Easter Road Edinburgh EH6 8JT  Monday to Friday 2pm to 5pm and Saturday 2pm to 3pm - key pick up from Eco Clean is FREE   2.Meet with Guest Liaison directly at apartment - £20.

The booking confirmation e-mail will contain address and contact detail for the above options.

Q: What time do we need to check out?
A: The check out time is by 11am.  If you would prefer a later check out we will do our best to accommodate your request.  Confirmation of a later check out time is dependant on whether guests are arriving on the same day.  Confirmation of a later check out time can be confirmed 24 hours prior to arrival at the earliest.

Q: Where can we store our luggage if we arrive early or have a later train/flight on departure?
A: There are left luggage facilities at the Waverley Train Station (cost approx £7.50) per day and at St Andrew's Square Bus Station (cost approx £5 per day) which are both central locations.

General Questions

Q: Is smoking permitted in the apartments?
A: All our apartments are non-smoking.

Q: What are your office hours?
A: Our office hours are 10am to 5pm, Monday to Friday, calls outwith these hours will divert to voicemail.

Q: Do you have Terms & Conditions?
A: Terms & Conditions are provided prior to booking along with the booking form or are available to read while making an online booking.

Q: Is there an extra charge for cleaning?
A: There is normally no extra charge for normal cleaning as this is included for most of The Edinburgh Apartment's rental apartments, where it is not, this is specified the individual apartment page. There may be extra charges if the apartment is left excessively dirty. We expect you to leave the apartment tidy without any excessive dirt.

Q: What happens if something goes wrong whilst I am staying in the apartment?
A: All of our rental apartments are consistently and thoroughly maintained, however, as apartments may contain many appliances, from time to time maintenance issues may occur, for example, a broken washing machine, please call our office number and leave a voicemail message. This is very important as we aim to resolve all issues to your satisfaction whilst you are staying with us. Unfortunately, if you do not draw to our attention an issue we will be unable to resolve it. We log all issues and aim to ensure that they are resolved to your satisfaction in a timely and efficient manner.

Q: What if there is an emergency?
A: If you have an emergency that requires our immediate attention, such as a flood or being locked out please call our regular office number as detailed on your confirmation email. Please state that you have an urgent issue that requires immediate attention.

Q: What happens if, when staying at the apartment I lock myself out?
A: Try to call us, on the office number, or emergency number given to you at check-in. We will try to get to you to let you in. This is subject to a minimum 50 GBP call out charge, or more if it is late at night and we need to have the keys delivered to you by taxi. Do not under any circumstances try to break in or ring the neighbours buzzers (they will not be able to help you, and this will only make them angry). If you are locked out without our phone numbers, then go to an internet cafe and look at our website to get our office number. If this is not possible, as a last resort go to the police who will give you the number of an emergency locksmith, then call us at the first opportunity. If an emergency locksmith does need to be called out because you are locked out, (and that includes occasions where you leave the key in the lock on the inside of the apartment), you will be charged for their services. Also, if you lose the keys, for whatever reason, you will be charged for replacements, so, again, please make sure that you have travel insurance to cover these costs. Please never leave your keys in the lock on the inside of the apartment when you go out. If you do you will not be able to get into the apartment on your return. You will be liable for the locksmith charges.

Q: What if I get there and I don't like the accommodations?
A: We do everything possible to make sure you are choosing the property which is right for you. Make sure you give us as many details about your requirements as possible before you book.
Clients who book a budget apartment cannot realistically expect deluxe apartment services.
However, if you arrive at your accommodations and find that the apartment is not as it was represented (for example, it is a One bedroom and not the Two-Bedroom you reserved, or it lacks heating or any other promised service, call the Guet Liaison and they will do all possible to get you moved to another apartment or have the problem remedied immediately. If this does not yield satisfactory results, call The Edinburgh Apartment directly. Please remember that we cannot do anything unless we know about the problem. Clients who complete a stay at an apartment that lacked necessary services without notifying management cannot expect a refund after the fact-especially since we most likely could have fixed the problem early in the clients' stay.

Q: Is Parking Available?
A: Private parking is available at the many of the apartments, where private parking is available this is mentioned under an apartment entry.  The detailed search function has a parking category which will list all apartments with parking for the dates you require accommodation.  Where apartments do not have private parking the apartment information will specify the nearest paid on street parking and the nearest NCP car park.  Where private parking is available there is an additional charge.

The Edinburgh Apartment cannot accept responsibility for any loss or damage to your vehicle or belongings however this may be caused.

Q: Is internet access available?
A: Most of the apartments are equipped for wireless Broadband internet connection, which is compatible with most laptops.  The detailed search function has a "Wi-Fi Broadband" category which will list all apartments with internet access for the dates you require accommodation.

Q: What is provided in the apartment?
A: Bed linen and bath towels are provided in all of our rental apartments. There may be some small supplies of toilet paper, as a courtesy on your arrival. Please note, due to the logistics of supplying and restocking we do not provide toilet paper for your whole stay. The Edinburgh Apartment's rental apartments are self-catering, and so you will need to buy any supplies of food and toilet paper yourself.