COVID-19 (CORONAVIRUS) EPIDEMIC

Montpellier, France, 01st September 2021

Dear travelers, 
 
Our teams continue to welcome you with all the necessary health precautions and in strict compliance with the health protocol planned by Appart’City, following the recommendations of French authorities.

The “health pass” (pass sanitaire) is not required to stay in an aparthotel or even to have breakfast. On the other hand, in Appart'City which have a swimming pool, a fitness room, meeting rooms (from 50 people) and a Bistrot City restaurant (lunch and dinner), it is required and controlled for adults to access these places.

From September 30, 2021, it will also apply to 12/17 year olds, according to French government information known to date.

In addition, the application of barrier gestures remains valid and wearing a mask is compulsory.

For the “health pass” to be valid, at least one of these conditions must be met:

  • - a QR code proving you are fully vaccinated
  • - a negative PCR or antigen that is less than 72 hours old
  • - a medical certificate of recovery from Covid-19 dated at least eleven days and less than six months

We respect high standards of hygiene and cleanliness. We have strengthened our protocols in strict compliance with government recommendations but also with our expertise and operational know-how in terms of hygiene and cleanliness. All our teams have been trained to apply these new measures and respect barrier gestures. 
 
Signage has been deployed in our apart-hotels in order to combine safety and serenity: marking on the ground, direction of traffic. Our counters are equipped with Plexiglas and we have set up services to make your life easier. You can enjoy our buffet breakfast or take-away breakfast boxes (depending on aparthotels) or pizzas cooked on site to enjoy in your apartment. You also have the option of having your groceries delivered directly to your apartment. 
 
When you leave, you can limit contacts by leaving your keys in a dedicated box at reception. Contactless payment is also strongly recommended. 
 
Finally, because time remains uncertain, we have relaxed our booking conditions. You can cancel up to the day of your arrival *. 
 
You have questions? We bring you all the answers in this FAQ, to read below. 
 
We look forward to seeing you at Appart'City.

* Valid for all stays until 03.10.2021 

SEE OUR WELCOME MEASURES


FAQs


Who to contact for cancellation, reservation modification or refund requests?

Please address your request to our customer service at the following address: serviceclient@appartcity.com. We are receiving a high number of requests. Thank you for your patience as we work to reply as quickly as possible 

How can I cancel a “Flex” reservation (flexible rate with conditions allowing cancellation up to the day of arrival)?

You can go to the website where you made your reservation and cancel it free of charge.

Can I contact customer service by phone?

The Customer Relations department can only be reached by email at serviceclient@appartcity.com. We are receiving a high number of requests and doing our best to maintain the highest quality of service and to meet your needs. Thank you for your patience as we work to reply to your requests as quickly as possible

Appart’City has changed its reservation conditions until 03.10.2021 inclusive. What does this mean?

All reservations made for a stay until 03.10.2021 are covered by Flex reservation conditions (flexible rate with conditions allowing cancellation up to the day of arrival). You can go to our website, make your reservation and, if necessary, cancel your reservation. This way you can reserve your stress-free!

When can I expect to receive a response to my cancellation or refund request for a cancellation related to COVID-19?

We will respond within 30 days. We’re doing our best to respond as quickly as possible to all requests and thank you for your patience.

When can I expect to receive my refund for a cancellation related to COVID-19?

All our teams are mobilized to handle the many files as quickly as possible. We do our best to respond to all inquiries as quickly as possible and thank you for your patience.

How do I request a cancellation for a current booking?

  • For reservations made under “Non-cancellable/Non-refundable” conditions, please send your request to our customer service at the following address: serviceclient@appartcity.com
  • For Flex reservations (flexible rate with conditions allowing cancellation up to the day of arrival), you can go to the website where you made your reservation and cancel it free of charge.

How do I request a cancellation for a booking made via Booking.com or Expedia?

  • For reservations made under “Non-cancellable, non-refundable” conditions, please send your request to our customer service at the following address: serviceclient@appartcity.com.
  • For Flex reservations (flexible rate with conditions allowing cancellation up to the day of arrival), you can go to the website where you made your reservation and cancel it free of charge.