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

Montpellier, France, 20 August 2020

APPART’CITY WELCOMES GUESTS BACK FROM 8 JUNE 2020

Dear travellers,

After being closed for several weeks, we are happy to announce that our aparthotels will progressively reopen as of 8 June 2020.
Our priority is to welcome you back and keep you and our employees safe. At Appart’City, we have always had elevated standards of hygiene and cleanliness. However, we are strengthening these protocols to strictly follow government regulations and capitalise on our operational expertise and knowledge in hygiene and cleanliness. We are providing support to our teams as they implement these new standards. New signage has been put up in our aparthotels to highlight safety and peace of mind.
We can’t wait to see you again and hope your 2020 holidays are excellent.

François Sabatino
CEO of Appart’City


FAQS


Who do I contact to cancel or change a booking?
Our Customer Relations department has set up an online form to respond to any questions you may have about cancelling/changing a booking: https://appartcity.typeform.com/to/OyPNPi. We are receiving a high number of requests. Thank you for your patience as we work to reply as quickly as possible. 

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.

Who do I contact to request a refund for a cancellation related to COVID-19?
Click on the link to access the online form: https://appartcity.typeform.com/to/OyPNPi.

What should I do if I have 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.

Appart’City has changed its reservation conditions until 31.12.2020 inclusive. What does this mean?
All reservations made for a stay from 08.06.2020 to 31.12.2020 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 summer holidays 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?
We’re doing our best to respond as quickly as possible to all requests and thank you for your patience.

What information was given to customers who were supposed to stay at an aparthotel before 07.06.2020 inclusive?
We informed them by email of the aparthotel’s temporary closure.

How do I request a cancellation for a current booking?

  • For reservations made under “Non-cancellable/Non-refundable” conditions, click the link to access the online form: https://appartcity.typeform.com/to/OyPNPi
  • 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, click the link to access the online Appart’City form: https://appartcity.typeform.com/to/OyPNPi.
  • 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. 


Can customers make reservations as from 08.06.2020?
Yes, you can begin making reservations for this date onward at some of our locations through our website and our phone centre. Our aparthotels are opening progressively as from 8 June 2020. We look forward to seeing you soon!