Citystay Frequently Asked Questions

What is a Citystay Serviced Apartment?

A Citystay Serviced Apartment in Cambridge is a centrally located modern apartment that can be booked on a nightly basis to include cleaning, with towels and linen changed weekly. All the apartments are fully furnished to an exceptionally high standard, have a fully equipped kitchen, and offer several other services such as unlimited Wi-Fi, weekly housekeeping services and more. With the luxury of cooking your own meals as and when you choose, a Citystay Serviced Apartment really is designed to be your home away…

What is included in the rate?

The rates shown are per apartment per night and include all utilities, parking (where applicable) and unlimited Wi-Fi. Please see the individual apartment listing for available extras. Typically all Citystay Luxury Apartment rates are 10-35% less expensive than an equivalent hotel room. Our rates decrease the longer you stay and we only charge 20% VAT for the first 28 nights of a reservation, after this, the rate of VAT charged drops to just 4%.

Who pays for the utility bills and council tax?

One of the many advantages of serviced apartments is that all the utilities, council tax, TV licence, and internet are included in the rates quoted. You do not need to contact service providers at all.

What facilities are available in the apartment?

All apartments are fully furnished, have a fully equipped kitchen, Egyptian cotton bed linen, pocket sprung mattresses, goose down pillows and duvets, in apartment laundry facilities, dishwashers and unlimited high speed Wi-Fi. Further facilities vary between apartment buildings- each listing covers the main items.

How often will I receive housekeeping services?

Our friendly housekeeping team will visit your apartment once a week, to clean the apartment, change the bed linen and towels. More frequent housekeeping services are available on request.

Can you supply an extra bed or child’s cot?

Citystay can supply a cot and a high chair for an infant free of charge.The supply of extra beds attracts a cost of £10 + VAT per night for a single and £15 + VAT per night for a double, a minimum charge of £30 + VAT applies and is dependent on the size of the apartment.

Are there facilities for the disabled?

All our apartments have full access statements which are available on request and our knowledgeable reservations team will be able to discuss the best options for you.

About my booking

Are the photos of the actual apartment I will book?

Citystay endeavour to maintain high standards and quality, the photos on the website are representative of the apartments in that particular apartment scheme. Furniture can be subject to change.

Is it possible to view an apartment before I book?

Yes we can usually arrange viewings, though this can depend on occupancy of the apartments at the time. Please call any of our reservations team who will be able to book a mutually convenient time to view.

Can I place an apartment on hold before I book it?

We operate a first-come, first-serve policy. However sometimes we are able to place an apartment ‘on hold’ for a short time, usually 24 hours – please call our reservations team who will be happy to help. We do normally require a full prepayment however we can be flexible with our payment terms.

Is there a minimum or maximum period for a booking?

The minimum period of booking for each apartment is 2 nights if you are booking within the next 30 days, should you be looking for accommodation over 30 nights away, 7 nights minimum will be required. There is no a maximum period for a booking.

How do I book?

When you make an enquiry we will provide a fixed quote based on your requirements. You are then able to book against the quote we provide. Once you book you will receive an email confirmation together with the invoice(s). When payment has been received you will receive a detailed booking summary, directions to the apartment and details of our meet and greet check-in procedure.

How and when do I pay for the apartment?

We accept most credit and debit cards or you may pay by bank transfer. We do not accept cash payments. All bookings must be paid for in advance, either at the time of booking or at least 28 days in advance unless otherwise agreed.

Do I have to pay a deposit?

If a deposit is required our reservations team will let you know. Deposits are refunded once the apartment has been checked upon departure, in the same method that payment has been taken.

I want to make a booking for several months – will I have to pay for the whole stay when I book?

For stays of over six weeks, we are happy to invoice on a monthly basis. Payment is due before the period covered on the invoice.

How do I get check-in details for the my stay?

Once your payment is taken you will be emailed comprehensive check-in details. We require an estimated time of arrival in Cambridge and also a contact telephone number. You will then be met at your apartment by our guest services team who will sign over the keys and give you a brief orientation of the apartment.

How do I check-in?

We offer a full meet and greet check-in service for all of our valued customers. You will be met on arrival at your apartment by a member of our guest services team who will give you a brief orientation of your apartment and hand over the keys. They are on hand to answer any specific questions you may have.

What time is check-in?

The standard check-in time is from 3.00 pm. Earlier check-in times may be possible, or you may need to book from the night before – please check with our reservations team.

What’s included in my welcome pack?

Each booking receives a welcome pack in the apartment on arrival, this includes, bread or croissants, butter, cereals, preserves, bottled spring water, fruit juice, fresh fruit, milk, tea, coffee, sugar and biscuits.

How do I check-out?

Check-out is simple, all we ask is that you take your belongings, lock the apartment door and post the keys through the corresponding letterbox. The location of the letterbox will be explained to you on your personal check-out letter.

What time is check-out?

The standard check-out time is by 10.00 am. Late check-out can sometimes be arranged – please check with our reservations team, a charge of 50% of a nightly rate will be charged for any check-outs later than 12 noon.

Are pets allowed in the apartment?

Citystay regret that pets are not allowed in the apartments.

What happens if I have a problem in the apartment?

We have two numbers to call if there is a problem in the apartment, our guest services team can be contacted on 07415007251 for any minor issues in the apartment. Should you have an emergency maintenance issue then please call 07932 666 013. This line is available for emergencies only.

Anything else we can discuss?

Our helpful, friendly and knowledgeable staff are always happy to talk with you and answer any questions you have. We want to make the process of booking an apartment simple – we’re here to make life easier for you. Citystay have the people here and willing to help you, on the phone, via the web or by email.