Epidemic of COVID-19 (coronavirus) Appart’City closes its aparthotels until further notice

Montpellier, France, 04 May 2020 

In France, Belgium and Switzerland, Appart'City constantly strives to ensure the well-being, health and safety of its customers and employees. 
 
Since the appearance of COVID-19 (coronavirus), together with our teams, we have been constantly evaluating this unprecedented situation based on information transmitted by the Government. We are taking the necessary preventive measures to limit the human and economic impact of this health crisis on the company as much as possible. 
 
Following the latest government announcements to reduce our moves to the absolute minimum, we had previously suspended our reservations until 30.04.2020. As of today, we have made the decision to close all of our aparthotels until further notice. 
 
Through our measures and actions, our priority is to guarantee your safety and not to take any risk that could endanger your health or that of our employees. 
 
Our Customer Relations Department answers any questions relating to cancellation/modification requests : https://appartcity.typeform.com/to/OyPNPi. Due to a large number of calls expected in the next few days, we are making every effort to respond as quickly as possible to all requests. Thank you for your patience. 
 
We hope that things will return to normal as soon as possible. On behalf of Appart'City, we repeat our messages of comfort to all our customers in Europe and around the world. 
 
Take good care of yourself and your loved ones. 
 
François Sabatino CEO of Appart'City 

FAQ

Why have Appart'City brand aparthotels temporarily closed?

Since the appearance of COVID-19 (coronavirus), together with our teams, we have been constantly evaluating this unprecedented situation based on information transmitted by the Government. We are taking the necessary preventive measures to limit the human and economic impact of this health crisis on the company as much as possible.
 

As of today, we have made the decision to close all of our aparthotels until further notice.

Refunds of reservations under the conditions "Non-cancellable / Non-refundable" for periods of stay until 31.05.2020 inclusive will be made within a maximum of 60 days.
Through our measures and actions, our priority is to guarantee your safety and not to take any risk that could endanger your health or that of our employees

 

Who to contact to for cancellation or change of reservation requests?

Our Customer Relations department has set up the following online questionnaire to answer any question relating to cancellation / modification requests: serviceclient@appartcity.com or through the following online questionnaire: https://appartcity.typeform.com/to/OyPNPi

Due to a large number of requests, we are making every effort to respond as quickly as possible to all. Thank you for your patience.

 

I'm looking to reach customer service by phone.

Customer service can only be reached by email at serviceclient@appartcity.com. Due to a large number of requests, we do our best to maintain the best quality of service and meet your needs. We strive to respond to your requests as quickly as possible and thank you for your patience. We hope to return to normal as soon as possible.

 

Who to contact for any reimbursement request?

Click on the link of the online questionnaire: https://appartcity.typeform.com/to/OyPNPi

 

What to do with a “Flex” reservation (flexible rate with cancellation conditions up to the day of arrival)?

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

 

Appart’City modifies its booking conditions until 31.08.2020 inclusive. What does it mean?

All reservations made from 05.05.20 for periods of stay from 01.06.20 to 31.08.2020 are all subject to the "Flex" reservation conditions (flexible price with cancellation conditions up to the day of arrival). You can go to our site by yourself, make your reservation and if necessary, cancel it by yourself. So you are free to book your summer vacation with confidence!

What is the response time for a cancellation?

The deadline is 30 days. We are making every effort to respond as quickly as possible to all requests. Thank you for your patience.

 

What is the response time for a refund request?

The deadline is 60 days maximum. We are making every effort to respond as quickly as possible to all requests. Thank you for your patience.

 

How to send a complaint for a customer who has been asked to leave the Appart'City before the end of the stay?

Click on the link of the online questionnaire: https://appartcity.typeform.com/to/OyPNPi

 

What information was given to guests who had to go to an aparthotel until 31.05.2020 inclusive?

We contacted them to inform them of the temporary closure measure taken.

 

How to make a cancellation request for a current reservation?

  • ● For all reservations under the conditions “Not cancellable/non refundable”, click on the link of the online questionnaire: https://appartcity.typeform.com/to/OyPNPi
  • ● For any “Flex” reservation (flexible price with cancellation conditions up to the day of arrival), you can go to the site where you made your reservation and cancel your reservation free of charge.

 

How to make a cancellation request for a reservation made throught Booking.com ou Expedia?

  • ● For all reservations under the conditions “Not cancellable/non refundable”, click on the link of the online Appart’City questionnaire: https://appartcity.typeform.com/to/OyPNPi
  • ● For any “Flex” reservation (flexible price with cancellation conditions up to the day of arrival), you can go to the site where you made your reservation and cancel your reservation free of charge.

 

Do customers with a stay planned until 31.05.20 inclusive have to indicate that they will not come?

No, they don’t. Since the aparthotels are currently closed, reservations are automatically canceled by Appart’City and guests are notified by email or SMS.

 

Can guests who wish to make reservations from 01.06.2020 do so?

Yes, our reservations from this date remain open, via our online site and our telephone exchange. We advise you to opt for a “Flex” reservation and we look forward to seeing you soon!

 

When is a return to normal expected?

We hope that things will return to normal as soon as possible. In France, Belgium and Switzerland, Appart'City constantly strives to ensure the well-being, health and safety of its customers and employees.  We follow the directives and the measures transmitted by the Government. As soon as it announces a return to normal, we will notify our customers.