COVID-19 (CORONAVIRUS) EPIDEMIC

Montpellier, France, 25 January 2022

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 vaccinal) is not required to stay in an aparthotel or even to have breakfast. On the other hand, in Appart'City which have a fitness room, a swimming pool, meeting/seminar rooms (for cultural, sporting, recreational or festive activities), bar and a Bistrot City restaurant (lunch and dinner), it is required and controlled for people over 16 years of age (vaccinated majority) to access these places. 
 
For the “health pass” to be valid, at least one of these conditions must be met: - a vaccination certificate (complete vaccination schedule); - a certificate of reinstatement of more than 11 days and less than six months; - a certificate of contraindication to vaccination. 
 
To access the spaces listed above, 12/15 year olds continue to present a valid health pass, i.e. an antigen test of less than 24 hours if they do not have a complete vaccination schedule or a certificate of reinstatement or a certificate of contraindication. People under the age of 12 are not subject to a health pass or a vaccination pass. 
 
In addition, the application of barrier gestures remains valid and wearing a mask is compulsory. 
 
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. 
  
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. 
 
You can count on our commitment and our mobilization by your side. 
 
We look forward to seeing you soon. 
 
The Appart'City Team

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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. What does this mean?

All reservations made for a stay are covered by Flex reservation conditions (flexible rate with conditions allowing cancellation up to the day of arrival), condition valid for the year 2022. 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, our CGV are applicable only.
  • 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 the site where you did your reservation (booking or expedia for exemple.
  • 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.