FAQ

For the safety and comfort of all our guests, we are following enhanced, CDC-informed cleaning guidelines to ensure every guest has a clean place to stay. Some of the steps we are taking include: disinfecting surfaces such as countertops, faucets, light switches and door knobs and handles, and stocking extra supplies like soap and cleaning supplies.

Yes! Our check-in process at most listings allows you to avoid directly interacting with anyone to check in, either through digital keypad, electronic kiosk or lockbox.

Only if absolutely necessary—and our team members will always wear a mask and other protective gear. We ask that if you are home to practice safe social distancing as well.

Yes and no. Many amenities such as gyms and lounges may be open at limited capacity or temporarily closed based on the latest local public health guidelines. For the latest info that may impact your stay, please shoot us an email!

We ask all guests to please wear a mask and practice social distancing whenever possible in our communities. Masks may be required in certain public areas due to local public health guidelines.

Yes – each suite is equipped with a noise monitoring device that measures sound levels and alerts us if things are too loud (we'll kindly give you a heads up in case that happens). We aim to be great neighbors and we ask your help respecting our communities.

Rest assured, we never record audio or any conversation. Your privacy is 100% guaranteed.

Yes – we require every guest to complete a background check before staying with us. This process will only need to be completed once (typically, when you first set up your account and book your first stay).

Yes – for security purposes, we require all guests to provide proof of identification through ID verification on our website. In order to check in, all guests must complete this process before 3pm on the day of their arrival.

Yes – for the safety of the community, we do not allow convicted felons or certain local guests (local meaning you live in the same city as the suite you are trying to book). This helps us prevent parties and other unwanted behavior.

No – your checkin instructions will only be valid from 3pm on the day of checkin to 11am on the day of checkout. Any time before or after, your access codes will not grant you entry.

Please notify us in writing if you need to cancel your reservation and we will help you get the best refund possible! For stays less than 28 nights, our standard refund policy is as follows:

• 100% if cancelled 5 days or more prior to 3pm on the checkin date

• 0% if cancelled 5 days or less prior to 3pm on the checkin date

For stays equal to or greater than 28 nights, we may require 30 day notice to cancel an upcoming stay or the remaining nights of a current stay.

We have a few simply rules to help make sure we remain good neighbors and all of our guests can have the same great experience. Please note, any excessive violation of these rules will result in your stay ending early, your account getting banned, and additional charges outlined in our Terms of Use.

• No smoking in the suites or balconies (including vaping & funny cigarettes)

• Quiet hours from 10pm-8am (we all need our beauty rest)

• No parties, events, or gatherings (even really small ones)

• No pets or emotional support animals (even really cute ones)

Yes – we would consider you their travel manager, however, the actual guest staying with us must provide their full name and contact info. In addition to meeting all other guest requirements such as having a valid government ID.

Yes – we place a pre-authorization on your card at the time of booking. The amount of the deposit will be communicated to you after booking, during our guest verification process.

The amount will be held on your card for 3 days prior to arrival for 7 days, and could be reauthorized if your stay is longer than 3 days. The deposit will be released from your card after your stay if there is no damage (i.e. smoking, broken furniture) to the property.

Yes – simply let us know your updated number of guests, and we will update your reservation for you. Please note, there may be an additional charge for extra guests. We also cannot guarantee extra keys will be available for all your guests throughout your stay.

Yes – we understand your plans may change. Simply let us know what dates you need and we will help update your reservation.

Maybe – our normal 3pm checkin time allows our housekeeping team to fully prepare each suite for your arrival. Additionally, we offer late checkouts whenever possible for a small fee. We will do our best to accommodate any early arrivals or late checkouts based on availability.

No – the full total of your reservation is due upon booking. The only exceptions are for stays that are 30+ days in length.

Maybe - parking options vary by location. Each listing will clarify if parking is available at your suite.

Yes – we are happy to check our lost-and-found for any missing items. If found, we can mail it back for a $25 processing fee, plus shipping, within two weeks of your stay. Otherwise, we’ll donate it to a local charity.

Yes - for an additional fee, we will coordinate with you to schedule our housekeeping team to come at your preferred time.

Possibly - there is no guarantee of someone receiving your package for you if you aren't around. Instead, we recommend using a pickup location provided by local mail carriers. We are not liable for lost or stolen packages.

No – unfortunately, we do not have a designated bag storage area.

Visit our login page and create an account using your email address, Google account, or Facebook account. If you use your email address, you’ll also need to set a password.

It’s a great way to save your information for faster booking and view your trips at a glance.

Choose a strong password and don’t share it or reuse it on other websites. We highly recommend the use of a password manager so you can create a unique login. You can also log in with your existing Facebook or Google account. Zencity will never ask you for your account password.

Yes – while we do not allow local guest bookings, we are happy to offer discounts to residents we share a building with for out-of-town friends or family visits. Simply let us know what building you reside in and we can help provide you with a promo code.

We are always available to answer any questions. Simply email us and a team member will be in touch soon!