France

Client FAQ
guest_services

 

 

The CityCosy commitment:

 

CityCosy has been offering an online apartment-reservation service since 2007. We have chosen to present you only with apartments that have been selected and visited by our team and to work on a good human relationship with renters and property owners, while developing an increasingly effective website. We do everything we can so that your search and your stay are the best they can be!

 

  • How do you select the apartments presented?
  • Do you visit the apartments?
  • How do you photograph the apartments presented?
  • Do you know the owners who advertise on your site? Is there subletting?

 

 

THE RESERVATION:

 

  • How do I make a reservation?
  • How do I find the ideal apartment?
  • What does “flexibility” mean in the search engine?
  • How many people do I need to reserve for?
  • Is it possible to visit the apartment before reserving it?
  • What is the minimum rental stay?
  • When will I receive my reservation confirmation?
  • How do I cancel my reservation?
  • How do I change my reservation or modify it?

 

 

THE APARTMENTS:

 

  • What is the address? Is there a metro station near my apartment?
  • What amenities does my apartment have?
  • Are linens (sheets, cloths) and towels provided?
  • Do I have to clean up at the end of my stay?
  • Is there heating in the apartments?
  • Do I need to bring an electric adapter for my stay in Paris?
  • Are animals allowed?
  • Is it possible to smoke in the apartment?

 

THE ARRIVAL PROCEDURE:

 

  • How do I get to the apartment?
  • Who will greet me when I arrive?
  • Where and how do I get the keys for our apartment in Paris (check-in)?
  • When is check-in?
  • Can I check in earlier?
  • What happens if I arrive late? And what about a Sunday/Holiday arrival?
  • When do I have to hand the apartment back over (check-out)?
  • Can I check out later?

 

 

PAYMENT:

 

 

  • How do the rental prices work and what do they include?
  • Will there be surcharges to pay?
  • What types of payment do you accept?
  • How do I pay online?
  • Is there a risk of paying online with my credit card?
  • Do I have to pay for the children?
  • Do I have to make a down payment to the owner?
  • When do I have to pay the remaining balance?
  • Can I pay with my credit card when I arrive?
  • What are the terms of the security deposit?
  • In what cases would my security deposit for my rental be used?
  • How much are the agency fees?
  • Do I have to take out insurance to reserve an apartment?

 

 

How can I contact you?

 

 

 

 

 

The CityCosy commitment:

 

  • How do you select the apartments presented?

All the apartments on our site comply with our Quality Charter

The criteria we base ourselves on are: the quality/price ratio, amenities, location (having a sample group of choices in Paris, but inner Paris only), the diversity of the offering (apartments for budgets ranging from very tight to luxury apartments), decorations.

 

  • Do you visit the apartments?

Yes, all the apartments on our site have been visited by one of our agents. This enables us to appreciate certain details that you don’t always see in photos! This way, we also know the building, the surrounding area, and the neighborhood. Thus we can give you better information if you have a specific request. We make regular follow-up visits (every 2/3 years, also depending on your after-visit comments).

 

  • How do you photograph the apartments presented?

The photos were all taken by our agent when they visited the apartment. We have chosen not to use a professional photographer in order to offer the most realistic vision possible of the apartments, no wide angles, no surprises!

 

  • Do you know the owners who advertise on your site? Is there subletting?

Yes, we know the owners or their representatives who manage the apartment. We work directly with owners, but also with real-estate agents who will then welcome you on-site. We are working on long-term, human relationship with them and with you, in order to offer a quality service. There is no subletting on our site, at each new apartment we verify the proof of ownership, as well as the owner’s identity.

 

 

 

THE RESERVATION:

 

  • How do I make a reservation? What is the difference between “exclusive” accommodations and “take an option” accommodations?

To see how the full reservation process works, you can go to the How to Reserve page.

Some apartments (with the “Exclu” logo) may be reserved in real-time on our website, like a hotel room or plane ticket: if the apartment is available and you confirm the reservation, you will receive an immediate confirmation. We guarantee you the best price on these apartments (if you find a lower price elsewhere for the same stay, we will refund you the difference).

For other apartments (with the “Take an Option” button), confirmation is not immediate: You can pre-reserve the apartment, and the reservation fees are not charged until after receiving confirmation of apartment availability for the dates required. This system lets you be sure of having the apartment if it is available. Normally, you will receive a response within hours of making your request, with a maximum delay of 48 hours (beyond that, your request and payment will be cancelled automatically).

 

  • How do I find the ideal apartment?

We have developed a multi-criteria search tool so you can find the ideal apartment for your stay as simply as possible. Start by doing a quick search on the tab in the upper left-hand corner of each page, indicating the dates of your stay and the number of people who will be staying with you. Then, on the results page, refine your search by selecting the preferred neighborhoods, the number of rooms desired, the type of stay (Corporate/Family/Friendly/Romantic), some essential characteristics (e.g. elevator, disabled accessible, patio, etc.) and what amenities you desire (e.g. internet, washing machine, dishwasher, etc.).

Then by viewing the pages for each apartment, you will have all the specifics to confirm your choice.

If you are still hesitating, contact us!

 

  • What does “flexibility” mean in the search engine?

As with a plane ticket, if you are not sure of your exact dates and you want to have a maximum of choices, use the “Flexibility” tool in your search. The results will thus take into account all the apartments available up to plus or minus 5 days before and after your probable arrival date.

 

  • How many people do I need to reserve for?

The price is calculated per night and not by the number of people. You have to reserve for the number of people who will be staying in the apartment. Only the number of people written on the confirmation are authorized to stay in the apartment.

 

  • Is it possible to visit the apartment before reserving it?

Visiting the apartment before the reservation is possible only for stays longer than three months. The photos and description available for each apartment on our site faithfully reproduce what the apartment is really like.

 

  • What is the minimum rental stay?

The minimum number of nights varies depending on the apartment you select. This is why we display this information on the page for each apartment. Depending on the apartment concerned, the time of year (e.g. end-of-year holidays) or on cultural or sports events, the minimum stay can thus vary between 3 and 7 days. However, it is possible to reserve for a shorter period, provided that you pay for the minimum number of nights (calculated automatically).

 

  • When will I receive my reservation confirmation?

Once the down payment is made, the reservation confirmation will be sent to your email box, immediately for apartments with the “Exclu” logo, and within 48 hours maximum if it is an option (immediately after payment is processed).

You can also find this document by logging in to your Client Area.

The confirmation document contains all the information necessary for you to arrange your arrival and your stay.

 

  • How do I cancel my reservation?

Our cancellation policy is aimed at giving you maximum flexibility, while ensuring the satisfaction of our property owners:

If you would like to cancel your reservation more than 30 days before your arrival date, we will refund 100% of your reservation fees (minus the €60 administrative charges).

If you want to cancel your reservation less than 30 days before your arrival date, your reservation fees will not be refunded.

Furthermore, after confirming your reservation, you are subject to the property owner’s cancellation terms for the outstanding rent to be paid.

You should inform us by email only if you want to cancel your reservation.

Within 10 days of receiving your reservation confirmation, we allow you to take out Civil Liability Insurance (mandatory in France) and Cancellation Insurance for your stay from our partner ADAR: for more information. For any stay shorter than 90 days, you can be refunded money paid as a down payment or deposit and the remaining balance owed in the event your rental is cancelled, and you have Rental Risk Insurance that is MANDATORY in France for damages following a fire, explosion, or water damage.

See also our General Terms of Sale.

 

  • How do I change my reservation or modify it?

For any change to a confirmed reservation, you must inform us by email only, whether it is for a change in the number of people, the dates, the apartment, or the length of the stay.

If you make any change to your reservation after it has been confirmed, it could be considered a cancellation.

 

 

 

 

THE APARTMENTS:

 

  • What is the address? Is there a metro station near my apartment?

Your reservation confirmation contains the full address and nearby metro stations. All our apartments are located near a metro station or bus stop, and only in inner Paris.

For confidentiality purposes, we do not provide addresses on the website.

 

  • What amenities does my apartment have?

All our apartments are fully furnished with an outfitted kitchen and a shower or bathroom. Depending on the accommodations you have selected, you may also have additional amenities in the apartment description (e.g. air conditioning, crib, high-speed internet, washing machine, dryer, dishwasher, etc.).

 

  • Are linens (sheets, cloths) and towels provided?

Linens and bath towels are provided systematically. It is necessary to know how many people are staying in the apartment in order to provide you with enough linens.

 

  • Do I have to clean up at the end of my stay?

Before your arrival, your accommodations will be cleaned and prepared for your stay. When you leave, youl will have to make sure that the trashcans are emptied and the dishes are done. For an additional charge, you can have the apartment cleaned during your stay. If you would like this service, ask the owner or their representative about it before your stay.

 

  • Is there heating in the apartments?

Yes, all apartments are equipped with a heating system. All of the charges (electricity, water, gas) are included in the total price of your rent (for stays shorter than one month), however, we encourage you to consider the environmental dimension of your consumption.

 

  • Do I need to bring an electric adapter for my stay in Paris?

You will not need an electrical adapter unless your own appliances come from outside the European Union (not including the United Kingdom). In this case, you will need an adapter for “Type E” French outlets.

 

  • Are animals allowed?

Unless stipulated otherwise in the description, animals are not allowed. Although we personally love pets, many people are allergic to them and for hygiene and maintenance reasons most apartments do not accept them.

 

  • Is it possible to smoke in the apartment?

All apartments are non-smoking, unless stipulated otherwise in the apartment description.

 

 

 

 

 

 

THE ARRIVAL PROCEDURE:

 

  • How do I get to the apartment?

Your reservation confirmation contains the full address and nearby metro stations. All our apartments are located near a metro station or bus stop, and only in inner Paris.

 

  • Who will greet me when I arrive?

Your reservation confirmation contains the contact information for the person who will welcome you when you arrive: the owner or their representative. This will be your contact person during your stay in Paris. Nevertheless, we remain at your disposal for any other information you might need.

  • Where and how do I get the keys for our apartment in Paris (check-in)?

The keys to your apartment will be handed over by the contact person at the time of check-in, directly at the apartment, after you have toured the property and filled out any necessary forms. The details on the check-in terms will be provided to you in the Final Confirmation of your rental, which you will receive after making the down payment.

 

  • When is check-in?

Generally, clients check into the apartments between 3 p.m. and 8 p.m.

 

  • Can I check in earlier?

If you arrive in Paris earlier and would like to check in before 3 p.m., tell this directly to your contact person, whose contact information is in your reservation confirmation. It is generally possible to drop off your luggage after 11 a.m., but if the apartment is rented it will not be cleaned yet, and in this case it will be before the contractual arrival time. However, we would like to inform you that, given the significant number of rentals throughout the year, it will not always be possible to have this time flexibility.

 

  • What happens if I arrive late? And what about a Sunday/Holiday arrival?

A late arrival after 8 p.m. during the week, or all day on Sunday or a holiday may be subject to a surcharge depending on the apartment and the owner’s specific terms. For more details on a specific apartment, please check on the “Clarifications” tab on the description page for this apartment. The details on any check-in surcharges will be also provided to you in the Final Confirmation of your rental, which you will receive after making the down payment.

 

  • When do I have to hand the apartment back over (check-out)?

The normal check-out time is between 10 a.m. and 11 a.m. at the latest (depending on the apartment).

 

  • Can I check out earlier or later?

To check out earlier or later, you must ask the contact person directly. This service is to be requested when you arrive (check-in) and may be subject to a surcharge.

 

 

 

 

 

 

PAYMENT:

 

 

  • How do the rental prices work and what do they include?

For each apartment, you will find digressive rates based on the duration of your stay, from 2 nights and up to 3 months maximum. For stays shorter than one month, the rental prices include:

Apartment rental,

Utilities (water, electricity, gas),

If the internet is included, an unlimited connection,

Linens and bath towels,

Cleaning before and after your stay,

CityCosy reservation fees.

For stays longer than one month, electricity and gas may be billed to you (depending on the apartment).

 

  • Will there be surcharges to pay?

Our prices are net, and there are no surcharges except in the case of arrivals after 8 p.m. or all day on Sunday or a holiday (see related question)? and in the case of a departure outside of normal Check-out hours (see related question)?

 

  • What types of payment do you accept?

Payment of reservation fees can be made by bank card (we accept Visa, MasterCard, and Maestro cards) at no extra charge using our secure online payment platform. Upon request, we can also offer you payment by bank transfer (fees payable by you).

 

  • How do I pay online?

You provide your Bank Card information in a secure area, our authorization server are then queried in order to verify your information and prevent fraud. If you have difficulties making the payment, don’t hesitate to contact us directly.

 

  • Is there a risk of paying online with my credit card?

Your information is encoded and our servers operate in encrypted mode following the SECURED BY THAWTE SSL protocol. For more information, see our Security page

 

  • Do I have to pay for the children?

The price is calculated based on the number of nights rented and not based on the number of people staying in the apartment (while complying with the maximum number of occupants stipulated on the descriptive page).

 

  • Do I have to make a down payment to the owner?

Generally, our partners request, after the confirmation is sent, a down payment on your total for the stay (between 15% and 100% of the remaining balance). Each owner has their own terms, and we invite you to contact our customer service department for more information.

 

  • When do I have to pay the remaining balance?

The balance will be payable at the latest when you arrive, when the keys are handed over to you. If the owner has requested you make a down payment after the reservation, this down payment will be deducted from the rent to be paid.

 

  • What payment methods are accepted at check-in? Can I pay with my bank card?

All the apartments in our “Corporate” section accept payments by card (Visa or MasterCard) at check-in (attention, for any payment by card, a 1% fee will apply). For most of the other apartments on or site, the remaining balance must be paid in Cash, unless stipulated otherwise on your reservation confirmation.

The owners of the apartments proceed in the conventional way, however, most of them do not have card machines. Payment by check is generally refused.

There are many ATMs, banks, and banking centers in the city or in the airports especially designed for travelers, but with that said, pay attention to business hours or on holidays, as well as ATM withdrawal limits. The person responsible for your accommodations would be happy to tell you the nearest location if necessary. Don’t forget that payment is mandatory in order to get the keys to the apartment at check-in.

 

  • What are the terms of the security deposit?

When you check into the apartment, a security deposit will be asked of you by the owner to guarantee the execution of your renter’s obligations. The payment method will depend on the owner. For some of our apartments (including all those in the “Corporate” section), you do not have to directly pay the security deposit for your rental because a simple impression will be taken of your Bank Card when you check in. If there is no damage to the apartment, the security deposit will be returned to you either at check-out or a few days later. The security deposit amounts are indicated to you on the descriptive page for each apartment. These amounts may vary for stays longer than one month.

 

  • In what cases would my security deposit for my rental be used?

Either for all damage, theft, lost keys, etc. noted after the stay of the renter(s). The amount deducted is set by the owner or their representative based on any damage, upon presentation of an invoice.

Or, for lack of cleanliness if the apartment is not returned with empty trashcans and the dishes washed and put away (cleaning is included if the apartment is returned in reasonable condition, otherwise a surcharge may be billed to you for the time required to return the apartment to the proper condition).

Or as compensation for any disturbance caused by the occupant(s) of the apartment during the stay.

In all cases, the owner or their representative will contact you before charging anything to your security deposit.

 

  • How much are the agency fees?

This amount depends on the apartment, it represents the agency’s services for publication, reservations, and customer service. It comes to 10 to 20% of the total price of the rental.

 

  • Do I have to take out insurance to reserve an apartment?

Within 10 days of receiving your reservation confirmation, we allow you to take out Civil Liability Insurance (mandatory in France) and Cancellation Insurance for your stay from our partner ADAR: for more information. For any stay shorter than 90 days, you can be refunded money paid as a down payment or deposit and the remaining balance owed in the event your rental is cancelled, and you have Rental Risk Insurance that is MANDATORY in France for damages following a fire, explosion, or water damage.

 

 

How can I contact you?

Our team is at your disposal by telephone or by Skype, Monday through Saturday, from 9 a.m. to 7 p.m. (French time) or at any time by email sent to the following address:

 

Tel: 00331.40.37.62.24

E-mail: info@citycosy.com

Skype: citycosy

 

You can also reach us by going directly to the Contact page on our website.