Question 1

What is the minimum length of stay?

Accepted Answer

There is no minimum stay during the week. However, from Friday to Saturday, there is a minimum stay of 2 nights.

Question 2

Are the costs for cleaning, towels and bedding included?

Accepted Answer

Yes, all these costs are included in your booking, as well as daily cleaning.

Question 3

What payment methods do you accept?

Accepted Answer

Several solutions are available. We accept the following payment methods: Visa, Amex, Mastercard, Discover, JCB and Maestro. If you wish, you can also choose to pay for your stay by bank transfer.

Question 4

Do you accept animals?

Accepted Answer

No. For the sake of hygiene and comfort, pets are not welcome in our apartments. However, we accept service dogs.

Question 5

Do you provide baby beds and high chairs?

Accepted Answer

Yes. For your baby's comfort during your stay, we can provide you with these two childcare accessories. You just need to ask our team.

Question 6

Do I have to pay a deposit, and if so, how do I go about it?

Accepted Answer

Yes, some apartments require a deposit, you will be required to pay from 5,000 to 15,000€ to cover any damages. A pre-authorization will be requested during the pre-check-in. If no damage is found in the apartment after your departure, the funds will be released after one week.

Question 7

Is there a minimum age to rent a HIGHSTAY apartment?

Accepted Answer

For legal reasons, only people over the age of 21 are allowed to rent our apartments.

Question 8

What does "Best Rate Guaranteed" mean?

Accepted Answer

Best Rate Guaranteed simply means that by making your reservation on our website, you benefit from our lowest rates and exclusive offers

Question 9

I would like to make some changes after my reservation has been confirmed. What do I need to do?

Accepted Answer

If you need to change the conditions of your stay, please contact our reservation department by email at the following address: contact@highstay.com. Our team will do its best to satisfy your request.

Question 10

How do I cancel my reservation?

Accepted Answer

If you have to cancel your reservation, we advise you to contact our reservation department as soon as possible. Our team can be reached by e-mail at the following address: contact@highstay.com.

Question 11

When will I receive my arrival instructions and the exact address of the apartment I have rented?

Accepted Answer

All the information regarding the details of your stay will be sent to you via email and text message, once your reservation is confirmed. You will receive all the information you need in order to prepare your arrival in the apartment.

Question 12

How will I be able to access the apartment I have rented?

Accepted Answer

You can enter the apartment by means of a digital key. To this end, you will receive a code that will allow you to access the apartment on your own.

Question 13

Will someone from HIGHSTAY be in the apartment when I arrive?

Accepted Answer

No, since you can enter on your own using a digital key. However, our customer service remains available to guide you upon your arrival. This solution chosen by HIGHSTAY offers you greater freedom throughout your stay.

Question 14

Who do I contact if I need help?

Accepted Answer

The entire HIGHSTAY reservations team is always available to answer your questions. Whatever your request, please contact our advisers by e-mail at the following address: contact@highstay.com.

Question 15

What are the basic amenities offered in the HIGHSTAY apartments?

Accepted Answer

To ensure the best comfort throughout your stay, all our apartments have modern and high quality amenities. You will be provided with a fully equipped kitchen, dishes, kitchen utensils, a Nespresso Krups coffee machine, HIGHSTAY snack box, a Sonos audio system, a closet, yoga mats, a separate restroom, Aesop toiletries, a TV, a safe, a washing machine and an iron. We can also provide you with a baby bed and a high chair if you are accompanied by a young child.

Question 16

Do we need to bring our ID card or passport?

Accepted Answer

Yes. For administrative and legal reasons, you must have at least one of these documents in your possession when you arrive. In addition, we will ask you for a copy before proceeding with your registration.

Question 17

Can I extend my stay once I have settled in the apartment?

Accepted Answer

Of course. If the apartment is available, you can extend your stay. If it is already booked for the dates you are interested in, we will do our best to offer you a solution. In any case, we invite you to contact our team as soon as possible.

Question 18

Will there be any cleaning products in my apartment?

Accepted Answer

Yes, an assortment of cleaning products and household items is at your disposal inside the apartment, if needed. Nevertheless, we would like to remind you that your apartment will be clean and tidy on arrival, and that daily housekeeping is included in the package.

Question 19

Do the HIGHSTAY apartments have Internet?

Accepted Answer

Absolutely. All our apartments are equipped with high-speed Wifi in order to offer you a high quality internet connection.

Question 20

Are there any rules that apply within the residence?

Accepted Answer

Yes, indeed. In order to offer everyone a perfect stay, we ask our guests to please respect the peace and quiet of their neighbours.

Question 21

How many sets of keys will I have?

Accepted Answer

None, since you will be able to share a digital key.

Question 22

Who can I contact if I have a problem with the apartment?

Accepted Answer

If you have any problems with the apartment during your stay, please contact our team. All of our advisors are at your disposal to answer your questions and offer you the most suitable solution, if necessary.

Question 23

Can I cook inside the apartment?

Accepted Answer

Yes, our apartments have a fully equipped kitchen with the most modern accessories. If you wish, you can prepare your meals in the kitchen of the apartment.

Question 24

How do you deal with any damage?

Accepted Answer

Please get in touch with our team as soon as possible. In case of any damage inside the apartment during your stay, we will first evaluate its cause and then estimate its value. If you are found to be liable, we will deduct the corresponding amount from your deposit.

Question 25

What time are arrivals and departures?

Accepted Answer

You are free to access your apartment from 3pm. At the time of departure, the apartment must be vacated in the morning, at 11am.

Question 26

What if I need to arrive early or leave late?

Accepted Answer

If you are not able to comply with the arrival or departure times, we invite you to inform our reservation department as soon as possible. They should confirm whether you can arrive earlier or leave later. Their answer will depend on the apartment's availability.

Question 27

Can I leave my luggage if I have to leave a little later or arrive a little earlier than the set time?

Accepted Answer

It depends on the apartment. Please get in touch with our team and they will find a way to help you.

Question 28

Will someone from HIGHSTAY be there when I leave the apartment?

Accepted Answer

No, as when you arrived, you will be free to leave the premises completely independently.

Question 29

What should I do when I leave the apartment?

Accepted Answer

When you leave, you simply have to check that you have not forgotten any personal belongings inside the apartment (don't forget to look in the various storage units). To preserve the environment, we also ask you to ensure that all electrical appliances are turned off.

Question 30

What is HIGHSTAY's cancellation policy?

Accepted Answer

Should you cancel less than 5 days before your arrival, 100% of the fees are non-refundable. For any question related to the cancellation of a stay, please contact our team.

Question 31

Can I receive a receipt for my payment?

Accepted Answer

Absolutely. Don't hesitate to ask our team.

Question 32

Customs and Immigration

Accepted Answer

For information on customs and immigration, please visit the following websites: www.douane.gouv.fr and https://www.immigration.interieur.gouv.fr.

Question 33

Parking

Accepted Answer

Our apartments do not have parking spaces, but you can park your vehicle on the street or in underground parking lots (such as the Indigo parking lots). You can find more information about parking in Paris on the following website: https://www.parisinfo.com.

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