FAQs

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)

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.

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.

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€

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.

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.

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.

Our teams are available 24 hours a day, 7 days a week to answer any problem you may have, even on weekends.

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.

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.

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.

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.

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.

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.

You must have 18 or more to be able to book an apartment. No reservations will be accepted for minors.

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.

All taxes are included in the room rate you have booked, there is no additional tax to pay.

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.

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.

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.

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.

All our apartments are equipped with Wifi so that you can consult the Internet in the best possible conditions.

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.

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.

All our apartments are equipped with safes so that you can store your valuables safely.

We do not offer breakfast services in our facilities.

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.

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.

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.

Since buildings with Smartflats apartments do not have a physical reception or restaurant, we do not offer room service.

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.

It is strictly forbidden to smoke in Smartflats apartments under penalty of having to pay an additional charge of 100 euros.

We love pets but they are not allowed in Smartflats apartments or you will have to pay an additional fee of 250 euros.

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.

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.