Guest FAQ

Choose a property you like and carefully review its description, photos, house rules and cancellation terms.

Then enter your stay dates and the number of guests, and click the booking button. Follow the system instructions, provide the required contact details and proceed to payment.

Once your booking has been completed and paid for, the system will create the reservation and send a notification to the email address you provided.

Our website does not currently require guests to register or create a personal account.

However, when you make a booking and pay for services on the website, you provide your contact details. The system stores these details solely for service purposes, to process the booking and share your contact information with the property owner so they can arrange your check-in and contact you.

If the owner accepts “Instant” bookings, your booking is created and confirmed as soon as payment is successful and you receive a confirmation email at the address you provided.

If the owner accepts “On request” bookings, they must first confirm that the property is available. Once the owner approves your request and you make the payment, the booking is confirmed. Waiting for a reply may take some time, depending on time-zone differences and how quickly the owner responds.

Please note that after receiving a request, the owner must check the property's availability and other circumstances before confirming or declining the booking.

Yes, you can make a booking for someone else. Please note, however, that the booking is made in your name and payment is charged to your bank card or made using the payment method you selected.

Once you receive the property owner's contact details, tell them the details of the person who will actually be staying: their name, phone number and, if necessary, a copy of an identity document.

Yes. You can make several bookings one after another for different properties or different dates.

For example, you might be travelling through several cities or choosing accommodation for different members of your group.

The owner's contact details are shared with you only after the booking has been paid in full and the cancellation terms have taken effect. You can then contact the owner directly to confirm your arrival time, key handover and other arrangements.

Before making a booking, the system also allows limited messaging with the owner by email and Telegram, without sharing contact details. This lets you clarify the stay and ask important questions before creating a booking.

Bookings are paid for through the payment system connected to the website.

Available methods may include bank cards issued by international payment networks and other electronic payment methods supported by the payment provider, including cryptocurrency.

In most cases, the accommodation price includes basic utilities—water, electricity and heating—as well as internet. Conditions may vary by property, so please review the listing and its stay conditions carefully before booking.

The total accommodation price is always shown on the booking page immediately before payment.

In most cases, all main fees and commissions are already included in the displayed price, so you can see the actual amount payable for your stay.

Please review all information on the booking page carefully before paying.

As a rule, the main accommodation charge is paid in advance through the website when you make the booking.

Some properties may offer additional services or have extra charges payable directly to the owner at check-in or during your stay.

These payments are usually accepted in cash in the local currency, so we recommend bringing the required amount.

The website contains the main information about booking rules, arrival, your stay and other conditions. Please read it carefully.

After receiving your contact details, the owner may also contact you directly to confirm your arrival time, how the keys will be handed over and other arrangements.

If you have not received the information you need, contact the owner yourself.

Do not arrive at the property without prior arrangements. This is not a hotel, and these properties do not have a reception desk.

The property owner sets the check-in and check-out times. This information is usually shown on the property page and repeated in the booking confirmation email.

Early check-in or late check-out depends on the property's availability and the schedule of previous or upcoming bookings. Arrange any changes directly with the owner. An additional charge may apply.

If guaranteed early check-in or late check-out is essential, the most reliable option is to book the property for one extra day.

If you expect to arrive later than your stated check-in time—because your flight is delayed, moved to the next day or for any other reason—tell the owner or the person meeting you as early as possible.

If you are more than 24 hours late and do not notify the owner, they may consider the check-in missed and cancel the booking under the applicable cancellation rules without refunding the accommodation cost.

Yes. The property owner may ask you to show an identity document at check-in. This is common practice in many countries and is used to verify the guest's identity.

The owner may also ask you to sign a rental agreement or a short stay agreement. Please be prepared for this.

Some property owners may require a security deposit to cover possible damage or breaches of the house rules. It is usually returned at check-out after the apartment or house has been inspected.

The deposit terms, amount and refund process are generally listed on the website, in the house rules or provided at check-in. Deposits are most often paid in cash in the local currency, equivalent to the amount stated on the website.

Whether you can change your dates depends on the cancellation rules and the property's availability on the new dates. If you already have the owner's contact details, contact them directly to discuss the change. These matters are handled without Apartments UA administration.

If you do not yet have the owner's contact details and the cancellation terms allow you to cancel without losing money, cancel the current booking and make a new one for the dates you need. Any extension must be agreed directly with the property owner. We recommend paying through our website by placing a new booking.

Apartments UA administration is not responsible for the consequences of a stay if the guest pays the owner directly. In such cases, complaints about the owner's actions are not considered.

Bookings are cancelled through the website administration. Send an email from the address used to make the booking, and include the booking number and your cancellation request.

Refunds are issued according to the cancellation terms shown when you booked the property.

Each property may have its own cancellation rules, set by the property owner. Before paying, carefully review the cancellation terms shown on the booking page. They specify the cancellation deadlines and refund conditions.

You can read the categories and applicable rules here: Cancellation Policy

If you find significant differences between the description or photos and the actual condition of the accommodation, or if the owner has changed the property without your agreement, first contact the owner and try to resolve the issue directly. The owner may offer a partial refund or another property.

If you cannot reach an agreement, contact the website administration and provide evidence of the discrepancy. The administration will review your request, help pass information between the parties and, if the problem cannot be resolved, may consider cancelling the booking in full and issuing a refund.

If you cannot reach the property owner, contact customer support using the feedback form on the website.

The website administration can help forward your message to the owner or try to contact them.

First, contact the property owner directly, as they are responsible for check-in, handing over the keys and your stay. If you cannot reach the owner, contact website support.

Apartments UA is not a party to the rental agreement between the guest and the property owner. However, the website administration may review your request, help share information between the parties and assist them in looking for a possible solution.

Yes. All payments are processed through secure payment systems using modern security and data-encryption technologies.

Guests' personal data is processed in accordance with the website's Privacy Policy and applicable personal data protection laws.

This data is used solely to process the booking and facilitate communication between the guest and the property owner.