FAQs IPARTMENT

General
Questions
Questions about
Check-In
Questions during
the stay
Questions about
Check-Out
Questions about
COVID
What is a serviced apartment?
So-called serviced apartments are functional and furnished to a high standard, comfortably equipped and well-designed, they become a small retreat after exhausting working days. And at the same time, they can be a quiet workplace to prepare for the professional challenges of the next day. Thus, business apartments offer all the essentials you need for your stay: a fully equipped kitchen, a homely atmosphere, a smooth online check-in. As a rule, there are general lounges for guests and laundry rooms. The service is a so-called "limited" service, which is reduced to regular cleaning and linen change. In larger establishments, guest managers are looking after the well-being of the customers. In some cases, other services are also offered, such as bike rental, co-working, fitness facilities. A good mix of cooperation partners complements our offer.
What's the differece to a hotel?
Serviced apartments offer the right balance between hotel and furnished apartment. Anyone who is looking for a long term accommodation and appreciates a sophisticated living environment, but does not want to lack amenities, is perfectly right in a serviced apartment.
As a rule, there are general lounges for guests and laundry rooms. The service is a so-called "limited" service, which is reduced to regular cleaning and linen change. In larger establishments, guest managers are looking after the well-being of the customers. In some cases, other services are also offered, such as bike rental, co-working, fitness facilities. A good mix of cooperation partners complements our offer.
What makes ipartment so special?
First Choice Second Home: We are one of the leading German serviced apartment concepts in the business long-stay sector. At ipartment we do understand that beautiful living space alone does not make a home. It takes much more to that: In addition to selected, exclusive furnishings and sophisticated details, we focus on personality, functionality and first-class service.

As the perfect host, we act with attention to detail and professionaly in the background, but are always there for our guests. At any time obliging, respectful and professional. This creates a private ambience in a temporary second home, where our guests get the total package of living, relaxing and working - always in the best location.
Where are our ipartments situated?
Berlin Kudamm / 2023: Berlin Airport and Berlin Mitte / Böblingen-Sindelfingen / Braunschweig / Darmstadt / Essen / Hamburg Hafencity / Hamburg Eimsbüttel / 3 x Köln-City / Köln-Deutz / Köln-Mülheim / Frankfurt Airport / Frankfurt Bahnhofsviertel / Frankfurt Europaviertel / Wolfsburg / Zürich

What is the minimum and maximum rental period?
Generally, a serviced apartment can be booked from 2 nights to a maximum of 6 months. However, this varies depending on the location. 

Please contact our reservation department for more information: 
+49 (0) 221-921 636 200 or welcome@ipartment.de
How do I pay for my ipartment?
You can pay your ipartment by bank transfer, credit card, EC card or PayPal
When do I pay for my ipartment?
You pay your first month's rent before arrival. After that you will receive a monthly invoice.
Do I have to pay a deposit?
Yes, a deposit of 1,000 EUR is required. Alternatively, in case of a company booking, a cost transfer can be deposited. If there is a company price agreement, the deposit is usually not required.
What are the general cancellation conditions?
The following cancellation conditions apply to the customer:

Shortstay- bookings (3-6 nights): free of charge until 1 day prior to arrival
Midstay-bookings (7-28 nights): free of charge until 7 days prior to arrival
Longstay-bookings (29 nights/ 1 month or longer): free of charge until 7 days prior to arrival
In case of a late-cancellation after the given deadlines, 100% of the rental price will be charged.

For company price agreements, the cancellation conditions can be agreed individually.
Can I bring my pet?
Unfortunately pets are not allowed in our apartments.
Can I smoke in my ipartment?
Smoking in the apartments is strictly prohibited.
What equipment does my ipartment have?
You will find everything you need for a pleasant stay. In addition to the well designed furnishings you will dispose of a fully equipped kitchen with dishes, pots, stove, dishwasher, microwave, coffee machine and a refrigerator with freezer. You will also find in your apartment a TV set and a bluetooth box on request, iron and ironing board, a hairdryer and a safe for personal belongings.
What is included in the price?
Included in the price are all utilities including internet, basic cleaning every 14 days and a welcome package upon arrival. When moving out, the final cleaning fee of 99 EUR* will be charged. That's it!
*For short - and mid stays the fee for final cleaning won’t be charged.
Where can I park my car on site?
Not all locations have parking spaces. If parking spaces are available they can be selected in the booking process. Please contact our reservation department at +49 (0) 221-921 636200 or welcome@ipartment.de for more information.
What do I do, if I haven't booked a parking space?
You can request this during your stay, from our colleagues on site or our reservation.
We are a corporate client and have an increased need.
Do I get special conditions or other benefits?
Yes, we offer special conditions for corporate clients and even more flexible cancellation conditions. It is also possible to install your own booking channel. To do this, please send an e-mail with the subject "Corporate customer" to welcome@ipartment.de.
How do I check-in?
On the day of arrival you will receive an e-mail with all arrival details and your personal access code. If your arrival is on a weekend or a holiday, you will receive the check-in information at least one day before your arrival.
From when/until when can I check in?
A personal handover is possible between 3:00 p.m. and 6:00 p.m. If you arrive after 6:00 p.m. please use your personal access code.
How do I get into the building and into my apartment?
You enter the building with a personal access code. Please note that when opening your apartment for the first time, you have to enter the 8-12 digit start code.
How do I get my access code?
On the day of arrival you will receive an e-mail with all arrival details and your personal access code. If your arrival is on a weekend or a holiday, you will receive the check-in information at least one day before your arrival.
Is there also a key?
If required, an access chip/card can be issued for you by our guest managers on site.
What information can I find in the digital guestbook?
Here you get all the information about the arrival, the stay and your departure. The guestbook contains further useful information about the location, recommendations and cooperation partners.
On arrival I have found a damage in the apartment, what now?
Please report the damage within 48 hours by mail to operations@ipartment.de or use the digital guest folder to report damage.
How can I extend my stay?
You can extend your stay directly online via the homepage.
Or you contact the reservation team directly via mail or phone:
welcome@ipartment.de 
+49 (0) 221-921 636 200
Or at our colleagues on site.
You will find all the information you need in the digital guest folder.
Where can I find a contact person?
In our larger apartment buildings you can reach a contact person on weekdays from 8:00 am to 6:00 pm. Otherwise, please contact our office at +49 (0) 221-921 636 200.
Is there an emergency number?
In case of emergency, you can also reach our on-call service after 6:00 p.m. at +49 (0) 221-921 636 200. We are available 24/7, 365 days a year.
Something is broken in the ipartment, what now?
Please report a damage or malfunction directly to our colleagues on site or inform our operation team at operations@ipartment.de.
I lost my access chip, what now?
You can use your access code to open the door and have a new chip made the following day by our colleagues on site.
When will my apartment be cleaned?
The included cleaning takes place every 2 weeks. You can book an extra weekly cleaning for an extra charge.
Do I have to pay attention to anything during the cleaning?
Please make sure that all surfaces and the bed are freely accessible. Only free areas will be cleaned by us. The staff is not allowed to put away any personal belongings.
Where to put my garbage and what do I have to consider?
We have garbage rooms in or in front of the building. Please pay attention to the waste separation signs.
How can I do my laundry?
Please use the designated laundry rooms and download the WeWash app if needed. There is a charge for the use of washing machines and dryers.
How do I get extra linens such as comforters, pillows, or towels?
Please contact our colleagues directly or use the tab guest requests in your digital guest folder or write to: welcome@ipartment.de
How do I get access to the Internet?
Network: ipartment / Password: firstchoice
Do I have to register the GEZ fees (tv-licence fees)?
If you are registered with us - as main residence - costs for the GEZ fees may apply. Guests who use our apartments as a secondary residence are exempt from this. More information here.
Where can I do some quick shopping? Where is the nearest pharmacy?
Please find herefore our recommendations in the digital guest folder.
How can I use the lounge?
The lounges are available and open and you can use the facilities at any time.
How can I use the roof terrace?
At our location in Darmstadt, you can use the large roof terrace at any time. At the location Hamburg Hafencity use is only possible at certain times (please note information in the building).
How can I book a meeting room?
At our locations in Frankfurt Aiport, Frankfurt Europaviertel and Böblingen we have meeting rooms. Please contact our reservation department for information on availability and booking options for our meeting rooms. +49 (0) 221-921 636 200 or welcome@ipartment.de
How do I check-out?
You wish a personal return handover? 
Please make an appointment via mail or phone: 
+49 (0) 221-921 636 200
welcome@ipartment.de
When do I have to check-out?
Our check-out is until 11:00 a.m.
Is there a personal handover?
No, there is no personal handover required, unless you wish one. 
In this case, please make an appointment via mail or phone:
+49 (0) 221-921 636 200 
welcome@ipartment.de
What is to be considered without a personal handover?
If you have caused any damage in the apartment, please let us know. welcome@ipartment.de or +49 (0) 221-921 636 200
Where do I leave my key cart / chip?
Just leave your chip or key card on the table in the apartment.
When will I get my deposit back?
Usually you will get your deposit back within 14 days. Please pass us your account details before moving out. Damages occured will be deducted from the deposit.
How and when do I receive my invoice, where can I ask for it?
Please contact our colleagues on site or our reservation team at welcome@ipartment.de or +49 (0) 221-921 636 200.
What happens if I forget something in the ipartment?
Lost and found items are collected and stored. You are welcome to pick it up on site or we will send it to you - at your expense.
What are the current restrictions?
Currently there are no COVID restriction. However, we recommend wearing a mask in the public areas of our houses and keeping your distance.
Does ipartment offer flexible cancellation conditions?
The following cancellation conditions apply to the customer:

Shortstay- bookings (3-6 nights): free of charge until 1 day prior to arrival
Midstay-bookings (7-28 nights): free of charge until 7 days prior to arrival
Longstay-bookings (29 nights/ 1 month or longer): free of charge until 7 days prior to arrival
In case of a late-cancellation after the given deadlines, 100% of the rental price will be charged.

For company price agreements, the cancellation conditions can be agreed individually.
Which health measures apply in the house?
You will find disinfection dispensers in our entrance areas, the apartments are disinfected during our basic cleaning. Feel free to ask our colleagues for a Dyson air purifier* for your apartment. *not available at all locations
Are there any restrictions in the houses with public areas?
Currently there are no COVID restriction. However, we recommend wearing a mask in the public areas of our houses and keeping your distance.
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