| What is the Apartment Service fee? |
For every reservation, we charge an apartment service fee. This fee covers utilities, gas, internet, and other premium services. In addition, this fee is used to offset the costs of maintaining and replacing kitchen utensils and flatware and to cover the extra preparation needed to clean and prepare apartments for each guest. |
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| What does the price include? |
The price includes all facilities and amenities listed in an apartment’s description. Taxes may or may not be included in the price based on city regulations. Please note that unless otherwise stated, service fees (e.g. parking and cleaning) are not included in the price. |
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| What does rate mean? |
The rate is the amount of money an accommodation charges guests per night in compliance with a set of policies. |
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| How do I see the available rates for an apartment or a room? |
On the apartment’s or room's listing page enter your arrival and departure dates, as well as the number of guests, and you will see a list of available rates. |
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| How do I know if my reservation is confirmed? |
After you complete the reservation, you will receive a confirmation email. |
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| What should I do if I have not received a confirmation email? |
If you have completed the reservation but have not received a confirmation email within five minutes, please contact our customer care team. |
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| Can I modify my reservation? |
Yes. If you need to make changes to your reservation please contact our customer care team as soon as possible. |
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| What does flexibility period mean? |
Flexibility period is the length of time during which you are able to cancel your reservation and receive a full or partial refund. |
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| How can I cancel my reservation? |
To make a cancellation please contact our customer care team. If you cancel during the flexibility period of your rate, your reservation will receive a full or partial refund. |
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| Can I cancel my reservation after my arrival? |
Yes. Please read our cancellation policy. |
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| Can I make a reservation without a credit card? |
No. We require a valid credit or debit card in order to confirm your reservation. |
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What type of payment does Ginosi accept?
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We accept MasterCard, Visa, American Express, and Discover cards for payment. |
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| After giving my credit card information, how soon will my account be charged? |
When booking with a non-refundable rate, a charge is made within 24 hours of your reservation. For refundable rates, your card will be charged as soon as the flexibility period of your reservation is over. |
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| Can I change my credit card information after I have made a reservation? |
Yes. To modify your credit card information please contact us and we will make the necessary changes to your billing information. |
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What are the differences between the types of rates Ginosi offers?
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Rates differ based on the number of guests, duration of stay, and cancellation policy. If you have any questions while making a reservation please contact our customer care team. |
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| Do I have to provide any documents at the Check-in time? |
Yes. Please arrive prepared with:
- a form of identification (driver’s license or passport)
- the card you used to book the apartment
- NOTE: without proof of identification and the card you booked with, you will not be able to check-in and gain access to the apartment.
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| What if I do not bring the card that has been used to book the apartment? |
Please call the Contact Center as soon as possible. |
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| Is there any deposit to be paid for the reservation? |
A 200 USD security deposit will be charged upon your check-in, only in cases where you provide a debit or prepaid card. The amount will be refunded within 5 business days after your check-out. |
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| Who do I contact if I am not satisfied with my experience? |
We encourage you to contact our 24-hour Customer Care Center by either calling, emailing, or chatting online with one of our representatives. Our Customer Care Team Manager, Arpine, reviews each case individually to ensure your satisfaction, and that we get it right next time. If you are still not satisfied with your experience and our response, you may request to escalate your complaint, and our team will connect you with our Quality Assurance Manager, who will be happy to work with you. Each escalated complaint is reviewed by our executive team to make sure that all our guests receive maximum value when staying with Ginosi. |
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