FAQ’s

Questions and Answers

(Click on any question to show Answer)
1

Q. What is the standard of your properties?

A. All of our properties are furnished and equipped to a high standard. There is no official international rating system for these private apartments, however we ensure that the quality of the furniture and equipment that goes into our properties is similar to what you would expect from a five star hotel, and that it meets the requirements of our guests. The pictures and virtual tours displayed for each property are exactly as you will find when you arrive.
2

Q. How do I confirm a reservation?

A. It’s easy to make your reservation instantly online. Select a property and check the availability on our live calendar. If your dates are available click your arrival and departure dates, enter the number of persons in your group, and then click continue for a quotation. Add any extra services that you require from this page and then proceed to enter your personal details and submit your request. If you do not raise any questions you will receive an immediate confirmation email with your booking reference.
3

Q. When do I have to pay for my reservation?

A. The payment amount and dates will be advised on your confirmation email. You must pay a minimum deposit of 30% of the full balance IMMEDIATELY. Your reservation will NOT be confirmed unless payment is made. Full payment is required if your arrival is in less than 28 days, otherwise any final balance is also due 28 days prior to your arrival. If you have not paid by the dates set out in your confirmation email we will treat your booking as cancelled by you and our standard cancellation terms will apply. We accept payment online, by Visa or MasterCard.
4

Q. What if the calendar for the property I want shows that it is booked for the dates I require?

A. We can sometimes still accommodate you so please complete and submit our Inquiry form and we will get back to you within 24 hours with a quotation.
5

Q. Why is the rate for 1 nights and 2 nights the same?

A. There is a minimum stay of 2 nights and each property has a minimum charge which is not the same as the weekly rate. Our prices are fixed at the time you confirm your reservation and offer great value compared to similar standard hotels.
6

Q. Do you rent apartments on a long term basis?

A. We rent fully serviced and equipped accommodation for however long you require. Discounts are available for stays from 1 month to 1 year. Submit an enquiry indicating the period you wish to stay and we will get back to you immediately with our quotation.
7

Q. How do I pay the refundable breakage deposit?

A. We DO NOT require advance payment of a breakage deposit before you arrive. We will take a manual swipe of your credit card when you check in and will hold a signed voucher with an open authorisation for up to 7 days after you leave. We will only use this authorisation to claim for charges representing any damage or loss suffered to our property during your stay. An invoice will be presented to you if we need to make any charges to your credit card.
8

Q. What are your terms and conditions if I have to amend or cancel my reservation?

A. We cannot amend the dates of your reservation once you have made payment to confirm. We advise all customers to be absolutely sure of their arrival and departure dates before making payment to us to confirm a reservation. Once payment has been made your reservation is confirmed our standard cancellation terms apply. We cannot refund customers outside of our published cancellation policy, please read our terms and conditions for detailed information. If you have not paid to confirm your reservation then there is no penalty to cancel. Once you have paid your deposit to confirm our cancellation terms are as follows:

PERIOD CANCELLATION PENALTY
More Than 14 Nights Before Arrival Full Refund less 5000/- administration fee
14 Nights Or Less Before Arrival 65% of Accommodation Charge
7 Nights Or Less Before Arrival 100% of Accommodation Charge

We advise all our customers to only make a reservation once you are sure of the dates you will be visiting. If you do need to cancel once you have made a reservation please send us an email immediately and log in to your renters panel to cancel your reservation. The cancellation penalty will be calculated from the time that you make your cancellation online.

9

Q. How many people are allowed in each property?

A. We only allow the persons, up to the maximum permitted for the property, that you have named in your booking confirmation to stay in the property. No extra persons are allowed under any circumstances.
10

Q. Are your prices per person or for the property?

A. Our price is fixed for the property and you can invite as many people as you like up to the maximum occupancy figure displayed. Only those persons listed on your reservation will be allowed to stay when you arrive.
11

Q. Do you offer an Airport transfer service?

A. We offer an Airport Transfer service from all the major airports in this region, the costs are as follows: AIRPORT TRANSFER SERVICE

ONE WAY RETURN
Destination CAR People Carrier CAR People Carrier
Islamabad Rs. 4500/- Rs. 6000/- Rs. 9000/- Rs. 11000/-
Lahore Rs. 8000/- Rs. 10000/- Rs. 14000/- Rs. 18000/-

This service is for a maximum of 6 passengers and is charged per trip not per person. If your group is bigger then please contact us to see what we can do to help you.

12

Q. I will be making my own way to the apartment, how will I get the keys?

A. Our customer support team operates 24 hours a day to accommodate all of our customers. If you are making your own way to the property we will arrange either to meet you at the property at a designated time or leave the keys at the security desk for you to collect. We will send you detailed arrival instructions once you have paid to confirm your reservation.
13

Q. My flight arrives early, when is the earliest I can check in to my chosen accommodation?

A. If your arrival falls before of our standard check in time of 1:00pm we recommend that you make your reservation for one day earlier if you wish to guarantee your access to the property earlier than is permitted by your booking. If you do not wish to pay for an extra night or we have a guest due to check out on the same day that you arrive then our Service Agent can accept your luggage at their office where it can be collected later. We can accommodate early check in from 9:00am on your day of arrival providing there is not someone departing from the property on the same day that you arrive. You can contact us no earlier than 24 hours prior to your arrival date to confirm if early check in is permissible and if so there will be an early check in fee of 40% (forty percent) of the same daily rate as charged in your original booking added to your reservation.
14

Q. My flight departs late, when is the latest I can check out of my chosen accommodation?

A. If your arrival falls before of our standard check in time of 1:00pm we recommend that you make your reservation for one day earlier if you wish to guarantee your access to the property earlier than is permitted by your booking. If you do not wish to pay for an extra night or we have a guest due to check out on the same day that you arrive then our Service Agent can accept your luggage at their office where it can be collected later. We can accommodate early check in from 9:00am on your day of arrival providing there is not someone departing from the property on the same day that you arrive. You can contact us no earlier than 24 hours prior to your arrival date to confirm if early check in is permissible and if so there will be an early check in fee of 40% (forty percent) of the same daily rate as charged in your original booking added to your reservation.
15

Q. The rate advertised on your site does not match the rate shown on my confirmation?

A. We advertise our lowest rate on our site but rates vary according to season. Please refer to the online reservation price once you have entered your dates or our quotation email for confirmation. Prices may vary and will only be fixed upon your confirmation.
16

Q. What do I do if I need a Visa for entry to Pakistan?

A. It is your responsibility to ensure that you are in possession of all necessary travel and health documents (including passports and visas (where applicable) before departure. Whilst we may offer advice we are not obligated to make visa arrangements on your behalf, you must pay all costs incurred in obtaining such documentation. If you or any member of your party is not a Pakistani citizen or holds a non-Pakistan passport, you must check passport and visa requirements with the High Commission of Pakistan in the relevant country before you intend to travel, our standard cancellation terms as set out in clause 10 of terms and conditions will apply.
17

Q. Do you allow pets in your properties?

A. Pets of any kind are NOT ALLOWED in any of our properties.
18

Q. During my stay I have paid for our compulsory Welcome Pack what do I receive?

A. A welcome pack is provided on arrival consisting of tea, coffee, sugar, bread, milk, eggs, butter, jam and soft drinks as specified to get you started on arrival. Our representative will advise you on the location of the nearest supermarket so you can stock up with exactly what you require during your stay.
19

Q. During my stay how often is the property serviced during my stay?

A. The property is cleaned and ready prior to your arrival and is then serviced every 3rd day during your stay. Our housekeeping team will visit to clean the property, replace the bed linen and towels, and offer you assistance if you have any questions. Daily servicing can be arranged for an extra charge, please request a quote when you make your reservation.
20

Q. During my stay what if I have any problems, will there be someone to contact?

A. Our customer support team is available 24 hours a day / 7 days a week. We provide you with our 24 hour telephone contact numbers when you arrive should you need to contact us during your stay. You can use the telephone in your property to call us at any time without charge.
21

Q. During my stay I have my own PC, will I be able to use this in your properties?

A. Yes you can use your own PC or laptop via Wi-Fi wireless internet access as standard. Our customer support team will be happy to assist you when you arrive.
22

Q. During my stay I need to make telephone calls, can I use the telephone inside the apartment?

A. Every property has a telephone that can accept all incoming calls and make free local calls. Due to the billing process in Dubai we cannot extend full use of these telephones and recommend you hiring a mobile phone from us allowing you to make calls and control costs at your own leisure.
23

Q. During my stay I want to hire a local mobile phone, what do you provide?

A. As an addition to the fixed phone in your property we can also provide you with a mobile handset with a local sim card. We will require a deposit of Pak Rs. 3000/- added to your security deposit to the time the phone is returned to us.
24

Q.I need to hire a car during my stay?

A. If our customers need to hire a car we advise you to take one from one of the local car hire firms, a list of firms together with price list will be provided on your arrival.
25

Q. During my stay is it easy to get a taxi?

A. You can hire a taxi from one of the local car hire firms.
26

Q. During my stay what do I have to do when I leave your property?

A. On departure you must leave the Property by 10:00am. Please ensure you have packed all your personal property and leave the property in the same general condition as you found it on arrival, leaving the Property clean, washing any used dishes, removing any rubbish and locking all doors and windows. A full inventory inspection will be carried out by a member of our team to make sure that no items are missing or any damage caused to items or property, in order to ensure return of your breakage deposit.