10 % off 2026 stays from 7 nights – Code: SMARTBIRD
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Ailean
Ailean is our digital assistant and is available to you around the clock.
FAQs
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have questions?
What is a serviced apartment?
A serviced apartment is a furnished apartment with its own kitchenette. You can book it flexibly for short or longer periods – from one night to 6 months. Learn more.
What lengths of stay can be booked?
In Germany, you can stay from one night up to 6 months. In Austria, bookings are even possible for up to 12 months.
What payment options are available?
Payment is required before your arrival. For longer stays, you pay monthly in advance. The payment link will be sent to you via email.
Payment options: PayPal, credit card, Klarna, or online bank transfer.
Note: Cash payment on-site is not possible.
What is included in the price?
The price includes all additional costs – including Wi-Fi, VAT, and regular basic cleaning with fresh linen change.
Cleaning is carried out at least every 7 days, depending on the length of your stay.
Do I need to pay a deposit?
No, no deposit is required with us – regardless of the length of stay.
When is the reception staffed?
Our reception is available on weekdays:
Mon: 08:00 AM – 12:00 PM & 2:00 PM – 4:00 PM
Tue: 10:00 AM – 12:00 PM & 2:00 PM – 7:00 PM
Wed: 08:00 AM – 12:00 PM & 2:00 PM – 4:00 PM
Thu: 07:00 AM – 12:00 PM & 2:00 PM – 4:00 PM
Fri: 08:00 AM – 12:00 PM & 2:00 PM – 4:00 PM
On weekends and holidays, the reception is closed.
How can I change or cancel my booking?
You can reach us anytime by phone, email, or via [ailean-link].
Alternatively, you can make changes directly on our website using your booking number and name.
If you booked through a third-party provider (e.g., Booking.com, Airbnb), please contact them directly.
What are the cancellation conditions?
1–6 Nights
- Free cancellation up to 1 day before arrival (2:00 PM)
- Later cancellation: 100% of the overnight price
7–28 Nights
- Free cancellation up to 7 days before arrival (2:00 PM)
- Later cancellation: Calculation of the following 7 nights
From 29 Nights
- Free cancellation up to 7 days before arrival (2:00 PM)
- Later cancellation: Calculation of the following 7 nights
Non-refundable Rates
- 100% of the total price in case of no-show
How does the check-in work?
Three days before your arrival, you will receive all the information by email.
From 3:00 PM, you can check in online, via the Hotelbird app, or directly at the terminal on-site.
Only in Hamburg:
After booking, you will receive an email with a link to the online check-in. After that, you will receive your access code for the building and your room.
How does the check-out work?
Check-out is possible until 11 AM. Simply drop the key card into the red mailbox at the reception – that’s it.
Can I check in earlier or check out later?
It depends on availability. We’re happy to check this individually for you.
How do I receive my invoice?
You will receive the invoice directly after check-out via email. You can download it anytime and edit it if necessary.
When will my apartment be cleaned?
For stays of 7 nights or more, we clean weekly – always on the same weekday.
If you prefer a different day, please let us know.
Can I do my laundry?
Yes, every smartments has a laundry room with washing machines and dryers. You can use them 24/7 for a fee.
Can I borrow cleaning supplies, an iron, etc.?
Yes, you can get cleaning supplies, an iron, a mop, and toilet paper anytime for free in the cleaning supplies room.
The room can be opened with your room card.
Are there parking spaces on-site?
At the following locations, you can add parking spaces:
- Hamburg Außenalster
- München Parkstadt Schwabing
- Berlin Karlshorst
- Berlin Prenzlauer Berg
- Mannheim Main Station
Is there luggage storage?
Unfortunately, we don’t have luggage storage directly on-site. However, you can use Radical Storage nearby.
Feel free to contact us in advance for a discount code.
Are pets allowed?
No, pets are unfortunately not allowed.
Can I smoke in the room?
No, all our apartments are non-smoking rooms.
How do I obtain a landlord's confirmation of residence? (Germany)
For stays of 14 nights or more, we can issue a landlord’s confirmation of residence upon request after check-in. Please bring your ID and inform us in advance.
How do I obtain a registration confirmation? (Austria)
For stays of 30 nights or more, you will receive a registration confirmation after check-in. Please inform us in advance and bring your ID.
