Frequently asked questions

General Information

  • Yes, luggage storage is available upon request. Please contact us ahead of time to arrange the service.

  • Check-in at The Haus is from 3:00 PM. If you require a different arrangement, please check our early check-in options in the guest app, and we will do our best to accommodate your request.

  • On your arrival day, you'll receive a message and email with details including the address, building code, and access to the guest app. The app provides online access to your apartment keys via the Salto KS digital lock system. No need to download an app—just follow the instructions from the digital guest app online to unlock the door.

  • The issue is most likely related to your location services being turned off. Please ensure that location services are enabled both in your device’s general settings and in the specific settings for the browser you are using. If you continue to experience any difficulties, don't hesitate to contact us.

  • You will receive the full address of your reserved apartment in the arrival message and email, along with other details about check-in.

  • Yes, The Haus is pet-friendly. We allow one pet per apartment (up to 10kg) with an extra fee of €20 per night, payable online through our guest app after check-in.

  • Yes, we offer delivery of breakfast boxes. Breakfast must be ordered by 4 PM the day before.

  • We do not have a traditional reception desk. Everything is digital and contactless! For assistance, please reach out via email, the guest app chat, or WhatsApp, and we will be happy to assist you.

  • The Haus - Alegria does not have an elevator, and all floors are only accessible by stairs.

Booking and Payment

  • We offer three cancellation policies based on the type of reservation:

    - Standard: 100% refund if canceled up to 3 days before your arrival. Non-refundable if canceled within 3 days prior to arrival. In case of a no-show, the no-show fee will be equivalent to the cancellation fee.

    - Non-Refundable: This reservation is non-refundable. If canceled or modified, or in the event of a no-show, the total price of the reservation will be charged. However, you may reschedule your stay once up to 3 days prior to your original arrival date.

    - Long-Stay: 100% refund if canceled up to 30 days before arrival. The total price of the reservation will be charged if cancelled within 30 days prior to arrival. In the event of a no-show, the full amount will be charged.

  • Yes, but please make sure to check the cancellation policy and availability. Additional costs may apply depending on the changes made.

  • No, we do not require a security deposit.

  • We are a cashless company. We accept credit cards and wire transfers.

  • You will receive your booking confirmation via email or Whatsapp/SMS. If you haven't received anything, please E-mail us under reservations@the-haus.co

  • Taxes are included, but the municipal city tax of €2 per person per night is not included and will be charged separately.

  • Yes, once payment is received, your reservation is guaranteed.

  • Please contact us via the guest app chat if you need to extend your stay.

Check - in / Check - out

  • We offer an early check-in option for a fee from €30, available upon request and subject to availability. Please check the early check-in options in the guest app!

  • You can check in anytime after 3:00 PM. Early check-in is only possible if the apartment is ready beforehand. Please check the early check-in options in the guest app!
    The check-ins are contactless (self check-in), so there is no problem arriving late in the evening.

  • Yes, with prior authorization from the reservation holder and provided that they present identification.

  • Check-out at The Haus is until 12:00 PM. Should you need a later check-out, please check our late check-out options in the guest app, and we will do our best to accommodate your request.

  • You will be charged a late check-out fee if you don't vacate the apartment by the agreed time.

  • Yes, late check-out is available upon request for a fee from €30. Please check the late check-out options in the guest app!

Housekeeping and Maintenance

  • Housekeeping is not included and is provided upon request. You can book a service anytime via our Guest App or contacting us directly.

  • Yes, additional (regular and deep) cleaning services can be arranged at an extra cost.

  • Please contact us via the guest app chat, and we will assist you promptly.

  • Yes, we provide all necessary linens and towels.

  • Yes, we offer high-quality toiletries, including shower gel, shampoo, conditioner and hand soap.

Amenities

  • Our apartments are fully equipped with modern conveniences, including smart TVs, Wi-Fi, air conditioning, and heating. You’ll also find kitchen appliances, linens, and more to make your stay comfortable. We provide shampoo, conditioner, and soap for your convenience.

  • Yes, the apartments are equipped with air conditioning that provides both cooling and heating.

  • Yes, all apartments have a washing machine.

  • Some apartments include a balcony or outdoor space, depending on the unit you have booked.

  • No, we do not have shared facilities like a gym or pool.

  • Yes, the apartments come with fully equipped kitchens. Please refer to your apartment description for a detailed list of appliances.

  • Yes, baby cots and high chairs are available upon request.

Technology and Connectivity

  • Yes, all apartments are equipped with smart TVs and high-speed Wi-Fi.

  • Yes, we provide free, high-speed Wi-Fi with no data limits.

  • No, there is no phone in the apartment for local or international calls.

Guest Services

  • You can reach guest services via the guest app chat for any assistance during your stay.

  • Yes, we offer room service. You can find the menu in the guest app or on the table in your apartment.

  • Yes, please check our guest app for recommendations on restaurants, attractions, and other local services.

  • Yes, we are happy to arrange special requests such as flowers, birthday surprises, or romantic setups. Please contact us in advance.

Policies and Guidelines

  • Please be mindful that the building is a classic, refurbished structure with less sound insulation. We ask all guests to minimize noise after 10:00 PM to respect other guests.

  • Smoking is NOT ALLOWED. It is completely forbidden within the property, and guests may be charged a €500 fine for violations.

  • Yes, you can host visitors for lunch, dinner, or to spend the day, but overnight guests are not allowed unless they are part of the reservation. Please respect the maximum occupancy of the apartment.