General informations

Arrival: how does my arrival in a Smartflats apartment work?
There is no physical reception at Smartflats. You will be asked to specify in advance the time you expect to arrive. You can fill in this information in the "special request" section when booking or by contacting us directly. You can arrive at the apartment from 3pm on the first day of your reservation. You will receive an email 2 days before your arrival containing your access codes to the building and the apartment. When you arrive, we invite you to enter the access code of the building in order to enter it and then the personal code of your apartment in order to access it. In case of problems, you can contact us by e-mail or telephone.
Access codes: how do I retrieve my access codes for my apartment?
You will receive the access codes to the building and the apartment by e-mail 2 days before your arrival. These codes will allow you to access your apartment. In addition, you will also receive a reminder containing these codes by sms on the day of your arrival. If you have not received the codes it may be due to different reasons: - Codes are sent only when the reservation is fully paid for - It is possible that the e-mail containing your codes may have been found in your spam messages - Access codes are sent to the e-mail address used to perform the reservation (which may not be yours)
Departure: how is my departure from the apartment at the end of my stay going?
Regarding the check out, this is done in the same way as the check-in. There is no physical reception or keys, so you will be asked to leave the apartment before 12pm maximum on the day of your departure. Please respect these schedules to ensure a pleasant stay for all Smartflats guests.
Late arrival: can I have access to the apartment even if I arrive late?
Our apartments do not include physical reception. You can therefore access it from 3pm on the first day of your reservation with your access codes and at the time you wish afterwards. There are no constraints to arrive in the evening or at night.
Late departure and arrival: what happens if I want to arrive earlier or return the apartment after Check-out hours?
On request, it is possible to access the apartment from 9am instead of 3pm, or to leave after 12pm (until 2pm or 6pm). This service is subject to availability and must Subscribe to DeepL Pro to edit this document. Visit www.DeepL.com/Pro for more information. be confirmed by the Smartflats team. The request must be submitted at least 24 hours in advance. - Early arrival (from 9am) = 100€ - Late departure (until 2pm) = 50€ - Late departure (until 6pm) = 100€ - Late departure on Sundays (until 2pm) = 25€ - Late departure on Sundays (until 6pm) = 50€
Reception: Is there a reception in Smartflats buildings?
There is no physical reception in our Smartflats buildings, you enter the apartments thanks to the codes that were provided to you 2 days before your arrival by email and the same day by sms. However, you can reach our 24/7 telephone reception on +32 2 640 72 40 or by sending an email to info@smartflats.be.
Building security: who has access to the building and my apartment codes?
Only people living in the building have access to the codes that allow access to the building. Concerning the code of your apartment, only you have access to it and no other residents of the building. Smartflats teams also have access to the codes so they can help you in case of problems.
Personal availability: from what time can the staff be reached to answer my questions?
You can reach our team 24/7 for any problem, either by calling +32 2 640 72 40 or by sending an e-mail to info@smartflats.be. Our team is there to answer as soon as possible to any problem you may have.
Weekend availability: can I join Smartflats on the Weekend?
Our teams are available 24 hours a day, 7 days a week to answer any problem you may have, even on weekends.
Baggage: where can I store my baggage on the day of arrival and the day of departure?
To drop off your luggage, 3 scenarios come into play: • If you are in Brussels, you can drop off your luggage in our lounge at 11 Rue Fossé aux Loups and enjoy a coffee or a moment of relaxation with our team. The Lounge is open Monday to Friday from 9am to 8pm, Saturday from 10am to 7pm and Sunday from 10am to 5pm • If you are in Liege, we unfortunately do not have any places to drop off your luggage. We therefore invite you to leave them in the lockers which are in Liège-Guillemins station. • If you are in Antwerp, we unfortunately also do not have any places to drop off your luggage. We therefore invite you to leave them in the lockers at Antwerp Central station.
Problem in the apartment: if I have a problem in the apartment during my stay, who should I contact?
You can reach our 24/7 support for any problem you may have in our apartments. You can reach us either by calling +32 2 640 72 40 or by sending an e-mail to info@smartflats.be.mais also by chat. Our team is there to answer as soon as possible to any problem that may arise.
Situation: I can't find the accommodation, how can I do it?
If you are unable to find the accommodation, you can contact our switchboard so that our team can give you more information about the housing situation and help you find it more easily.

Information about the residences

Payment: how can I book a Smartflats apartment?
To book a Smartflats apartment, you can either go through our Smartflats.be website to book an apartment directly, or go through one of our partner websites such as Booking.com or Hotels.com. You will receive a summary email to confirm the reservation afterwards. Payment is made by credit card.
Cancellation policy: I can't make my trip and I want to cancel it, what are the additional costs to be taken into account?
In the event that you have made a non-refundable reservation, you cannot be refunded. For a so-called "flexible" reservation, you can cancel your reservation up to 7 days before your arrival date in the apartment at no extra cost. If you cancel your reservation less than 7 days before your arrival in the apartment, you will be charged for the full amount of your stay.
Modification of reservation: how do I proceed if I want to modify my reservation?
You can change your reservation up to 8 days before your arrival date at the apartment at no extra cost. If you change your reservation less than 7 days before your arrival in the apartment, you will be charged for the entirety of your stay.
Late booking: I need to book an apartment for tomorrow, how is it going?
It is quite possible for you to book an apartment for the next day if it is available. However, remember to call us so that we can give you the codes before you arrive at the apartment.
Age: what is the minimum legal age to book an apartment?
You must have 18 or more to be able to book an apartment. No reservations will be accepted for minors.
Rates: are the rates on our site per person or per apartment?
All rates posted on our site and on partner sites are per apartment rates. However, we can add costs if the maximum number of people in the apartment is reached.
Taxes: are taxes included in the price of the apartments?
All taxes are included in the room rate you have booked, there is no additional tax to pay.
Preferential rates: is there a preferential rate for children or seniors?
The price posted on the site being per apartment, there is no preferential rate for children or seniors. In addition, we would like to remind you that you must be at least 18 years old to be able to book one of our apartments.

Information about the apartments

Number of people: how many people can occupy an apartment?
There are different sizes of apartments ranging from 2 to 8 people. You can see this information when you book accommodation in order to book the most accommodating apartment for your stay.
Buildings: Do the buildings only contain Smartflats apartments?
Not all the buildings where we are present necessarily contain only Smartflats apartments. Some buildings also contain private apartments. You are therefore asked to respect the neighbourhood during your stay.
Elevator: Do all buildings have an elevator?
Some of the buildings containing Smartflats apartments have an elevator. However, we invite you to check the characteristics of the apartment when you book it to make sure.
Parking: Is there parking included in Smartflats buildings?
Smartflats buildings do not have their own parking space. However, you will be able to take advantage of the public paid parking lots located very close to each of our residences.
Wifi: are the apartments equipped with Wifi?
All our apartments are equipped with Wifi so that you can consult the Internet in the best possible conditions.
Baby bed: can I ask for a baby bed when I book an apartment?
You can request a cot when you book one of our apartments (This is not possible in all our apartments, we advise you to check that the apartment you wish to book can accommodate a cot). These are available on request and subject to availability for an additional charge of 25.00 euros per stay. The request for a cot must be made 48 hours in advance.
Sofa bed: do the apartments have sofa beds?
A large part of the Smartflats apartments are equipped with a sofa bed. You can request that the sofa beds be set up if and only if the maximum capacity or the maximum -1 person capacity of the apartment is reached at no extra cost. You can also request the deployment of the sofa bed at any time for an additional charge of 25 euros per stay.
Safe: Are the dwellings equipped with a safe?
All our apartments are equipped with safes so that you can store your valuables safely.
Breakfast: is breakfast included in the night?
We do not offer breakfast services in our facilities.
Dishes: Is there any dishes in the apartment?
All our apartments are equipped with all the necessary dishes so that you can cook, eat and enjoy the apartment. In addition, a large part of our apartments are equipped with a dishwasher.
Ironing: are the apartments equipped with irons and ironing boards?
Some of our apartments are automatically equipped with them. For those for whom this is not the case, you can make a request in the "special requests" section at the time of booking, or by contacting our team.
On-site information: can I find information about the neighbourhood or city in the apartment?
You will find an information booklet on site, you can also find all the information about the shops, restaurants to test and monuments to see around your Smartflats apartment on our website or on our mobile applications.
Room service: Is room service available in Smartflats apartments?
Since buildings with Smartflats apartments do not have a physical reception or restaurant, we do not offer room service.
Household: are there any additional household costs to be taken into account?
All cleaning costs are included in the price of the stay. However, if the accommodation is left in an excessively dirty state, the establishment will charge you additional household fees. You can also request an additional cleaning session during your stay for an additional fee.
Smoking: can we smoke in Smartflats apartments?
It is strictly forbidden to smoke in Smartflats apartments under penalty of having to pay an additional charge of 100 euros.
Pets: Are pets allowed in Smartflats establishments?
We love pets but they are not allowed in Smartflats apartments or you will have to pay an additional fee of 250 euros.
Party: Can I organize a party in the apartment I occupy?
It is strictly forbidden to organise any celebration or bachelor party or bachelor party in Smartflats apartments. For any party organised in the apartment, Smartflats reserves the right to charge an additional fee of at least 100 euros and to expel the occupants of the apartment without notice.
Restaurant/Bar: Is there a restaurant or bar available in Smartflats buildings?
There is no restaurant or bar in Smartflats buildings. However, our accommodations are generally located in areas with very good restaurants nearby. You can find a guide to the best restaurants nearby by looking at the description of your apartment on the site.

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