Frequent asked questions
We select and visit each accommodation offered on our website. We select the most representative pictures and we add a description of the premises. Our advanced search engine provides a system of selection criteria (sector, price, number of people ...) to help you make your choice
These apartments are fully managed by the firm: linking, reception, inventory of fixtures... Without this logo this is the owner who welcomes you and deals with administrative details. The apartments where are written "exclusifs" are also the only ones who can benefit from the services listed on the website (see page "Our services")
The address of your accommodation is listed in your confirmation email. It is also located on a map of the accommodation description.
Yes, you will find in our accommodations all the linens needed for each occupant.
The page of the apartment offers a GoogleMap map locating the apartment in his neighborhood. Points of interest are indicated next to the map or in the practice informations.
In respect of each other, our accommodations are non smoking
Some apartments offer the phone and you will find it in the description of each accommodation. Where it is proposed, generally only national calls and in Europe are free if it is a fixed number. Other calls, pay, are not allowed since the phone of the apartment and will otherwise be charged to the tenant.
All apartments have an internet connection.
Please take the necessary because you will not find a shower gel for example in the apartments.
In our “Exclusif” apartments, we give you to install more easily:
• sponge in your kitchen
• toilet paper
However, we offer you a range of services to help you or to have fun during your stay. See the page "Our Services".
Finally, the vast majority of accommodations are located close to shops. This will allow you to complete your everyday products.
In order to not disturb the tenant in place, we do not organize visits (except for rentals of more than 6 months). However, we put several photos for each accommodation to avoid unpleasant surprises. In addition, photos are taken by Moment 'Apart and we do not hide anything. Remember that the apartments are not ours and we are therefore objective on each accommodation. Feel free to ask us for advice!
MAKE A RESERVATION
Book your apartment online securely:
1. Enter your dates and number of people, and possibly the area in the search engine. Select an available apartment. The reservation is done from the description of the apartment.
2. Complete the booking form with your personal information.
3. Pay the prepayment by credit card (secure payment) or place a booking option by check or bank transfer
Once payment is received (immediately in the case of online payment), you receive by email confirmation of your booking including all information of stay: accommodation address, contact person, the price, rental agreement (for “Exclusif” accommodations)...
Yes, your reservation is directly confirmed after your payment by credit card. You will then receive by email a confirmation of your reservation that you used to a rental agreement.
However, in the case of payment by bank transfer or check, the option of booking will be lifted beyond the 5th day without reception by Moment’ Apart of the check or confirmation of the transfer.
To add nights or change the number of people contact us with your name, your dates of entry / exit and the name of the apartment in question. If the reservation status of the apartment allows, we will gladly respond to your request.
But we can not transfer to another accommodation. This is considered a cancellation.
Please note, in case of cancellation no money will give back and Moment' Apart or the owner car ask the tenant to pay the balance of the rent (with a maximum equivalent to one month's rent). Contact us in such a case, we will try to find a solution together.
More information in our terms of tenancy.
An invoice can be provided on request by e-mail. Contact us.
We can not cash out more than 6 months in advance. On the other hand, you can quite put a reservation option by sending a check for the amount of the prepayment. It will not be cashed immediately. Contact us to make your reservation.
You have to put the name of the person who will be responsible for the rent. If it is a person, he must check if his main house contract of insurance has a clause "holiday". Assuming the contrary, he will need to request the necessary extension . This clause is usually valid for 3 months so if the rent is granted for longer than he should purchase an insurance for the rented accommodation.
If you want to put the rental agreement in the name of the company, we advise it to purchase an home insurance for the rented accommodation and this, regardless the rental term. Indeed, if the person occupying the accomodation is responsible for water damage, the company will pay for all the repairs.
PRICE AND PAYMENT
Moment 'Apart offers a simple and secure solution to pay your booking and full payment (if “Exclusif” apartments) of your stay:
• The information entered by the user are encrypted via the secure SSL (Secure Socket Layer)
• The request for payment authorization to the issuing bank for each transaction is systematic
• We do not store credit card data of customers
Credit cards (VISA, Master Card) and soon the American Express are accepted.
Euro checks and bank transfer are also accepted.
Only the accommodations with the logo "Exclusifs" authorize full payment by credit card online before your arrival.
The means of payment accepted for the payment of the balance are indicated in the description of each accommodation.
When returning the keys, a control of the apartment is made by the owner or his representative and if no damage is found, the deposit is generally returned immediately. In the event of deterioration or damage, the repair cost will be deducted from your deposit and only the balance (if any) will be refunded. The time of refund will depend on the extent of damage, but remain less than 60 days
No, the price generally includes the tax.
The exact address of the apartment is indicated in the confirmation email.
The appointment is at the apartment. The owner or his representative Moment 'Apart will welcome you at the time which you indicated when booking (see confirmation email).
It is essential that you provide us with your personal space on the website any change to it until 24h before you arrival. In case of unforeseen delay on the same day, notify as soon as possible your contact person (indicated in the confirmation email) so that it is reorganizing.
Any late change or delay may result an extra.
Only the accommodations with the logo "Exclusifs" authorize full payment (deposit + balance) by CB online before your arrival.
The means of payment accepted for payment of the balance are indicated on the description of each apartment
If you need an invoice / receipt for the balance on arrival, thank you to inform us.
Arrivals are between 17h30 and 20h for “Exclsuifs” apartments. For others, you will be received directly by the owner. The schedules are indicated in the accommodation description.
The arrival time is given during your booking and is reminded in your e-mail confirmation.
This hour must be given carefully. You can always change it from your personal space until 48 hours before arrival. You can also call your contact person if your arrival must be done outside these hours.
An extra may be requested in these cases.
Some apartments have a parking, it is so specified in the accommodation description.
Otherwise, it is possible to park in some streets (Lille and its surrounding cities) for free or after 19:00 and until 9:00 in the morning in the pay streets.
Feel free to contact us for more information about this.
DURING YOUR STAY
In the accommodations with the logo "Exclusifs", we propose a complete cleaning of your apartment and the replacement of linen (see page "Our services") with an extra charge during your stay.
This request must be made online during your booking or by phone 48 hours before the date of service requested.
For apartments without the logo, read the information about the apartment because the service is sometimes included in the price.
If there is a problem with your accommodation or any damage, contact as soon as possible your contact person. The phone number is on your booking confirmation mail.
All our apartments are equipped with the necessary. We would even be happy to know that you enjoy it.
In our "Exclusifs" apartments, we offer kits ready to cook for a funny evening (see the "Our Services")
We're looking closely at the local and regional news and we can suggest you tours or restaurants. ... With some impartiality of course!
Departures are planned according to hours indicated in the accommodation description. The departure time is given during your booking and reminded in your e-mail of confirmation.
This hour must be given carefully. You can always change it from your personal space until 48 hours before. You can also call your contact person if your departure must be done outside of these hours.
An extra may be requested in these cases.
Yes, the accommodation must be returned in original condition. Therefore, you have to empty the trash, do dishes and tidy up, sweep the floors.
However, the cleaning of linen is not charged to the tenant.