Frequently asked questions

Booking

HOW DO I MAKE A BOOKING ON HEM?

To book an apartment on Hem, search availability by selecting city, dates and number of guests per apartment. In the search result, select apartment type, and click “Request Apartment”.

After reviewing your request, a representative from the apartment supplier will send an offer to your email address. When you have reviewed the offer, you may accept the offer by clicking “Accept offer” in the email.

Once the supplier has received your acceptance, the order will be placed. Shortly after you will receive a confirmation email from the supplier.

CAN I MAKE CHANGES TO MY BOOKING (I.E. CHANGE APARTMENT TYPE OR DATES)?

Sure! Unless you have a non-refundable booking, you can make changes to your booking by contacting the apartment supplier directly. Depending on the apartment supplier’s policy, you can do the following:

  • Change check-in/out times
  • Change dates
  • Cancel booking
  • Edit payment card details
  • Change guest details
  • Select bed type
  • Change apartment type
  • Add an apartment
  • Add a breakfast
  • Make a request

HOW DO I GET MORE INFO ABOUT THE ROOM OR PROPERTY’S FACILITIES?

You will find the room and property facilities in your offer email and booking confirmation.

I WILL ARRIVE LATE IN THE EVENING. CAN I STILL CHECK IN?

Most apartment suppliers let you check in late, and they will do their best to meet your needs. You can contact your supplier directly to inquire about late check-in.

I CAN’T FIND MY CONFIRMATION EMAIL. WHAT SHOULD I DO?

If you have lost the confirmation email, reach out to your apartment supplier, and they will send you a new one. Also please make sure to check your inbox and spam/junk mail folders.

HOW CAN I GET AN INVOICE?

The apartment supplier can provide you with an invoice for your stay, so please contact them directly.

MY COMPANY HAS AN AGREEMENT WITH ONE OF YOUR SUPPLIERS. WILL I STILL GET THE SPECIAL RATE?

Our apartment suppliers honor all corporate agreements. If you request one or more apartments using your corporate email, or write your company name in the comment box, you will get the discounted rate.

WILL I PAY THE FULL PRICE FOR MY CHILDREN?

Additional costs for children, if any, is included in the price, as long as the supplier received information about children and infants. Please confirm with the supplier directly to see if and when you’ll pay for your child(ren).

CAN WE GET EXTRA BEDS/CRIBS FOR MY CHILD(REN)?

It depends on the supplier’s policy and availability. Additional costs for children, including extra beds/cribs, is included in the reservation price, as long as the supplier received information about children and infants. Extra cots and cribs can be added for an additional fee. Contact the apartment supplier directly for this info.

WHAT’S THE DIFFERENCE BETWEEN A SINGLE STUDIO OR ROOM, A DOUBLE STUDIO OR ROOM AND A TWIN STUDIO OR ROOM?

A single studio or room has one single bed. A double studio or room has one double bed and a twin studio or room has two single beds. If a studio or room is called a double/twin, it can be set up for either type. The apartment supplier will do its best to accommodate your needs.

Room Types

WE HAVE CHILDREN; CAN WE GET EXTRA BEDS/CRIBS IN THE ROOM?

Information regarding children and extra beds/cribs can be found under each apartment. Please take note of the following:

  • Fees for extra beds are included in the reservation price, as long as it has been specified in the apartment request process.
  • During the apartment request process, please make sure your request contains all adults/children and infants.
  • If you’ve already booked your stay, contact the supplier directly to add extra beds or baby cots.
  • We recommend contacting the apartment supplier prior to your arrival to guarantee your request. You can find the apartment supplier’s contact information in your confirmation email.
  • You can always contact us at Hem to confirm availability before you book.

WHAT’S THE DIFFERENCE BETWEEN A SINGLE STUDIO OR ROOM, A DOUBLE STUDIO OR ROOM AND A TWIN STUDIO OR ROOM?

A single studio or room has one single bed. A double studio or room has one double bed and a twin studio or room has two single beds. If a studio or room is called a double/twin, it can be set up for either type. You can specify your bed-type preference in the “Special Requests” box during the booking process.

WHAT IS A “NON-REFUNDABLE” OR “FREE CANCELLATION?”

Most apartments, studios or rooms have different policies (set by the apartment suppliers).

A non-refundable policy means that a fee will apply if you decide to cancel or make changes to your booking. This fee is mentioned in the offer and in your confirmation.

Free cancellation means you can change or cancel your booking free of fees, if done within the time period set by the apartment supplier.

This is written in the offer, terms and conditions and in your confirmation (for example “Free cancellation until dd.mm.yyyy”).

CAN I REQUEST AN EXTRA BED IN MY ROOM AND WILL THERE BE AN EXTRA FEE?

Information regarding extra beds can be found under each apartment’s description. Please take note of the following:

  • Additional fees, if any, are not included in the reservation price, unless specifically stated in the confirmation.
  • During the apartment request process, please inform us about the correct number of adults/children and infants.
  • If you’ve already booked your apartment, contact the apartment supplier to request an extra bed or baby cot.

Pricing

WHAT DOES THE PRICE INCLUDE?

All the facilities listed under the apartment type are included in the room price. Various extra services can be ordered for a fee.

ARE THE PRICES SHOWN ON HEM PER PERSON OR PER APARTMENT?

The prices we show are for the entire apartment for the entire length of the stay, including daily rates, unless otherwise stated in the apartment type and description.

ARE TAXES INCLUDED IN THE PRICE?

This depends on the apartment supplier and the apartment type selected. Tax requirements change from country to country and sometimes city to city, so it’s always good to check. You can see more information about what is included in the booking confirmation, or by contacting the apartment supplier prior to making a booking.

IS BREAKFAST INCLUDED IN THE PRICE?

Usually not. In most cases, breakfast can be ordered extra. This information will be included in your confirmation email. Check with the supplier if you are unsure.

DO I PAY A RESERVATION FEE?

No, we don’t charge any fees at all.

WHAT IF MY COMPANY HAS A SPECIAL RATE WITH ONE OF YOUR SUPPLIERS?

Our apartment suppliers honor all corporate agreements. If you use your corporate email, or write your company name in the comment box, and you will get the discounted rate for your booking.

Credit Cards

CAN I MAKE A RESERVATION WITHOUT A CREDIT CARD?

Many serviced apartment suppliers will confirm a booking without your payment information, as a payment link may be provided prior to checking in. Payment can be made on a check-in machine or to a representative of the supplier if you have ordered a “meet and greet”. Payment method is solely up to the apartment supplier, and some may require a valid credit card as a guarantee for the booking. Some suppliers may agreement to send your company or employer  an invoice.

THE APARTMENT SUPPLIER HAS CHARGED MY CREDIT CARD. WHAT SHOULD I DO?

The charge you see could be any one of the following:

Pre-authorization: A pre-authorization is just a validity check that temporarily blocks on your credit card an amount roughly equivalent to the cost of your booking. The amount will be unblocked after a certain amount of time. How long this takes will depend on the apartment supplier and your credit card provider.

Deposit or prepayment: Some apartment suppliers require a deposit or prepayment at the time of reservation. This policy is clearly highlighted during the reservation booking, and you can see it in your confirmation email as well. If your reservation allows for free cancellation, this amount is returned to you if you choose to cancel it.

If you feel you’ve been charged in error, we are happy to find the best possible solution for you. Please contact us with your reservation number and details of the charge made, and we’ll follow up with the apartment supplier on your behalf.

WHAT IS A PRE-AUTHORIZATION?

When you make a reservation, there may be instances where the apartment supplier will contact your credit (or debit) card company to confirm that the card you are using is valid and hasn’t been reported lost or stolen. At this time, they may also check to see if the card has enough money to cover the transaction. This is communicated in the form of a pre-authorization for the full amount of your reservation.

The apartment supplier, however, will not proceed with the charge. The time at which your card will be charged will depend on the terms and conditions of your booking.

WHAT’S THE DIFFERENCE BETWEEN A PRE-AUTHORIZATION AND AN ACTUAL CHARGE TO MY CREDIT CARD?

Pre-authorizations are common but are often confused with actual charges. While in-store purchases are immediately charged and deducted from your available balance, pre-authorizations are temporary holds. The length of the hold will vary, and your credit card company can advise you on how they handle this.

HOW WILL I KNOW IF MY CARD HAS BEEN PRE-AUTHORIZED?

Your available balance will be reduced temporarily by the full amount of your reservation. You may also see “pending transactions” on your credit card account summary. If you’re not sure if your card has been pre-authorized, both the hotel and your credit card company can verify this.

CAN I MAKE A RESERVATION FOR MYSELF USING SOMEONE ELSE’S CREDIT CARD?

Yes, but only if you have the cardholder’s permission. If you want to make a reservation using someone else’s credit card, you need to notify the apartment supplier. In the case of no-shows/late cancellations, any penalties will be charged to the card provided.

THE CREDIT CARD THAT I USED TO MAKE A RESERVATION IS NO LONGER VALID. WHAT SHOULD I DO?

Please contact the apartment supplier directly. You can find their contact information in your confirmation email or online via the apartment description. For security reasons, never provide your credit card details by email or Facebook Messenger.

Payment

HAVE PAYMENT-RELATED QUESTIONS?

Payment is handled by the apartment supplier. For questions about when you’ll be charged, prepayment, or additional fees, it’s best to contact them directly for the fastest answer.

WHO’S GOING TO CHARGE MY CREDIT CARD AND WHEN?

If your company have an agreement with the apartment supplier, payment by invoice may be an option.

If you don’t have an agreement with the supplier, you may be charged a prepayemt according to their prepayment policy. This is done to verify your credit card, where a temporary hold may be placed on an amount until after check-out. We recommend you contact the supplier for any questions about how you or your company will charged.

WHAT’S PREPAYMENT?

Some suppliers require a prepayment. The prepayment is an amount charged by the property before your stay. The date of the payment and how much is charged depends on the property’s prepayment policy.

WHAT TAXES AND FEES ARE INCLUDED IN MY BOOKING?

Hem doesn’t charge a booking fee. Any additional charges or taxes you may see are defined by the apartment supplier and local tax rules.

CAN I PAY FOR MY STAY WITH A DIFFERENT CREDIT CARD THAN THE ONE USED TO BOOK?

Most likely. Suppliers usually accept payment for a stay with different cards, or by invoice. To confirm that paying with a different credit card is okay, contact the property.

WHY DO I NEED TO PROVIDE MY CREDIT CARD DETAILS?

Some suppliers request this to confirm your reservation. You may be pre-authorized to ensure that your credit card is valid and has sufficient funds. In some cases, your details are used to pay for your stay when you book. The pre-authorization amount held will be returned to your account after a certain period of time, depending on the apartment supplier and your card provider.

THE SUPPLIER CHARGED ME. WHAT SHOULD I DO?

Depending on the apartment supplier’s payment policy this charge may be either of the following:

  • A pre-authorization, which is a temporary hold on an amount to ensure your card is valid and has sufficient funds. The amount held will be returned to your account after a certain period of time, depending on the property and your card provider.
  • A deposit or prepayment, which are required by some properties when you book. This is highlighted in your confirmation email. If you’re eligible for free cancellation, this amount is returned to you when you cancel your booking.

Cancellations

CAN I CANCEL MY BOOKING?

Maybe – any cancellation fees are determined by the apartment supplier and listed in their cancellation policy, terms of service or similar. If applicable, any additional costs will have to be paid to the apartment supplier.

IF I NEED TO CANCEL MY BOOKING, WILL I PAY A FEE?

If you have a reservation with free cancellation, you will not pay a cancellation fee. If your booking isn’t free to cancel anymore or is non-refundable, you may incur a cancellation fee. Any cancellation fees are determined by the apartment supplier, and you’ll pay any additional costs to them.

CAN I CANCEL OR CHANGE MY DATES FOR A NON-REFUNDABLE BOOKING?

Changing your dates for non-refundable bookings is usually not possible. If you need to cancel your booking, you may incur charges. Any cancellation fees are determined by the apartment supplier, and you’ll pay any additional costs to them.

WHERE CAN I FIND MY APARTMENT SUPPLIER’S CANCELLATION POLICY?

You will find this in the offer email or your final booking confirmation.

HOW DO I KNOW IF MY BOOKING WAS CANCELED?

After you cancel a booking with your apartment supplier, you should get an email confirming the cancellation. Make sure to check your inbox and spam/junk mail folders. If you don’t receive an email within 24 hours, contact Hem to confirm the apartment supplier received the cancellation.

Property Policies

I WILL BE ARRIVING EARLIER/LATER THAN THE STATED CHECK-IN TIME. CAN I STILL CHECK IN?

Usually this is not a problem; you can arrange for an after-hours check-in with most apartment suppliers. However, you should always confirm with them. You can use the comment box in the request form to inform them of your estimated arrival time. Once you’ve received your confirmation you can follow up with the apartment supplier directly using the contact information provided.

It’s important to remember that the apartment supplier can’t always accommodate these requests. They’ll be happy to let you into your apartment early if possible, but there might not be anyone there in person to welcome you if you arrive late at night at a remote apartment. It’s always best to check with the supplier directly and in advance to avoid confusion.

HOW CAN I FIND AN APARTMENT SUPPLIERS CHECK-IN/CHECK-OUT TIMES?

Check-in/check-out times differ for each apartment supplier, and sometimes for the different buildings an apartment supplier may have. You can find a specific apartment’s check-in/check-out times in the apartment description as well as in your confirmation email.

HOW DO I GET MORE INFORMATION ABOUT THE APARTMENT OR PROPERTY FACILITIES?

To see the full list of room facilities and room photos, just click on the room type (e.g. “Twin bedroom”).

I WANT TO CHECK OUT AFTER THE STATED CHECK-OUT TIME. WHAT SHOULD I DO?

A late check-out can only be arranged with the apartment supplier and usually depends on availability at the time of your stay. You can ask about the possibility by contacting the apartment supplier directly.

HOW DO I FIND OUT IF I AM ALLOWED TO BRING MY PET?

Pet policies are displayed on the apartment page.

Extra Facilities

HOW DO I KNOW IF THE PROPERTY HAS PARKING FACILITIES AND HOW CAN I RESERVE A SPACE?

On the apartment description page you can see if the property offers parking. If the apartment supplier requests that you reserve parking, please contact them directly with the contact information provided in your booking confirmation. Most properties have ample street parking nearby, as well as private parking garages. Check local rules.

HOW CAN I FIND OUT IF THE HOTEL OFFERS A SHUTTLE SERVICE AND HOW CAN I BOOK IT?

If an apartment supplier offers a shuttle service it will be listed on the apartment page. Once you have made your reservation you can arrange the airport shuttle directly with the apartment supplier, if available. The apartment supplier’s contact information is listed in your booking confirmation. Please have your flight details ready when booking a shuttle service.

CAN I STORE MY BAGS AT THE APARTMENT OR PROPERTY BEFORE CHECK-IN OR AFTER CHECK-OUT?

Many apartment suppliers offer luggage storage in connection with their reception or front desk. Some buildings also have designated luggage room, mostly for use at own risk. You can see if an apartment supplier offers luggage storage on the apartment type’s page. If you need more information about the property’s luggage storage facilities, please contact the apartment supplier directly using the contact details provided in your booking confirmation.

HOW DO I FIND OUT IF A PROPERTY HAS A CERTAIN FACILITY, E.G. FREE WI-FI, LAUNDROMATS, OR AN ELEVATOR?

On the apartment description page you can see a list of all apartment and property facilities, activities and services.