Frequently asked questions
Here you will find a variety of answers to your questions about your stay with us. If you have any further questions, please do not hesitate to contact us on +49 (0)40 60 92 92 100 or via info@appartello.de.
appartello - smarttime living
Sportallee 4
22335 Hamburg
Sportallee 4
22335 Hamburg
Prior your stay
How do I book a studio or apartment?
You can book directly online via our homepage, make your booking enquiry by telephone on +49 (0)40 60 92 92 100 or send an e-mail to info@appartello.de.
How are the rooms equipped?
All rooms are fully furnished and modernly equipped. Please note the respective equipment features of our categories. Except for our Comfort Studio, all rooms have cooking facilites.
Who pays the culture and tourism tax?
The City of Hamburg charges a culture and tourism tax for private and business travellers. For extended stays the tax is waived from the 61st night.
Is there a deposit?
No. For long-term stays, we accept either credit card details or a cost transfer declaration by your company as a guarantee and charge a prepayment.
Is there a minimum stay?
Our studios are bookable from 1 night, or apartments from 3 nights.
Which payment methods are accepted?
We accept cash, EC cards, credit cards, bank transfers and payments via Paypal. Only credit cards and Paypal work for our digital check-in and check-out.
When do I pay my bill?
In general, payment is made directly upon arrival. For longer stays, we invoice the amount for the first month in advance. All further invoices are issued and paid monthly.
How flexible are the cancellation conditions?
Depending on the rate type, the cancellation conditions vary. If you want to remain particularly flexible, we recommend our Best Flexible Rate. Cancellation free of charge is only possible if the cancellation deadlines are met.
Are dogs allowed?
We welcome dogs. Please inform us in advance about your dog so that we can make you aware of accommodation costs and recommended walks.
Are there parking spaces?
Yes, you can book our underground parking spaces in advance. Our outdoor parking spaces can be used subject to availability and for a fee. Some of them are even equipped with an e-charging station.
During your stay
When can I check in?
Check-in is possible from 3.00 pm - both in person and digitally. If you arrive after 9.00 pm, our reception is no longer staffed, so you can arrive at our self-check-in terminal. Earlier check-in is only possible by arrangement and subject to availability.
How does the check-in work?
Personal check-in
Our reception is staffed from 6.30 am to 9.00pm. During this time we will be happy to welcome you.
Digital check-in & check-out
Check in online using the website link you will receive by email from us prior to arrival. At our self-check-in terminal (in the lock of the hotel entrance) you can use your surname together with your booking number to call up your booking and code your key cards yourself.
In case of emergency, we are alway available by phone at +49 (0)40 60 92 92 100.
Until when do I have to check out?
Please check out by 11.00 am at the latest. A later departure is only possible after consultation and availability.
How does the check-out work?
Personal check-out
Our reception is staffed from 6.30 am to 9.00 pm. You are welcome to check out with us during this time.
Digital check-out
You will receive an email reminder for check-out. If there are no outstanding payments, you can easily check out online or via our terminal. Please just leave your key card at the reception before you leave.
When is reception staffed?
Our reception is staffed daily from 6.30 am to 9.00 pm. Outside these hours, please send us an e-mail at info@appartello.de or call +49 (0)40 60 92 92 100.
Is there a room cleaning service?
For stays us to 6 nights, room cleaning and a change of linen take place after the third night. For stays of 7 nights or more, this service is provided weekly.
The room does not meet your expectations?
Please contact us during your stay so that we can offer you a solution. If availability allows, we can make a room exchange if necessary.
You need a "Wohnungsgeberbestätigung"?
No problem. Please contact our reception team so that we can print out the confirmation and fill it out together with you.
What do I do if I need repairs?
Don't worry about it. Where there is living, there are also repairs. So if you notice anything, please contact us directly so that we can let our house technician know.
Can I extend my stay?
Please let us know in good time if you would like to extend your stay with us. We will then be happy to check availability.
Can I shorten my stay?
In order to shorten your stay free of charge, please respect the respective deadlines. Please enquire about these when booking.
Is smoking allowed?
Our hotel is a non-smoking hotel. Thus, smoking is not allowed in the hotel or in the rooms. A violation will immediately result in a fine. Therefore, we ask you to smoke in the designated areas (in front of the hotel entrance, on our outdoor terrace).
Have you lost your key card?
Please speak to our reception team so that we can code you a new card. If you have locked yourself out outside our reception hours, please contact the reception team of the neighbouring Best Western Premier Alsterkrug Hotel. Key cards are deposited there in case of emergency.
After your stay
Do I still have to pay?
If you have paid everything on arrival and have not used any other services, you do not have to pay anything more. If your company covers the costs, we will send the invoice to the corresponding billing address.
Will I receive an invoice?
We create the invoice after payment and print it out for you on request. For the sake of the environment, we can also send it to you as a PDF file by e-mail. If you wish to make any changes, it is best to notify us directly.
Can I deposit my luggage?
If you would like to leave your luggage with us until your departure, it is best to speak to our reception team directly.
Have you forgotten something with us?
If you notice at home that you have forgotten something with us, please contact us. We will be happy to take care of shipping against payment of the postage costs.