FAQs

IS THERE ANY ADDITIONAL CLEANING FEES?

No, we provide a clean apartment and we take care of the cleaning after your check-out without extra costs!
We also offer a extra cleaning during your stay. This serviçe has to be paid extra and is not included. Please get in contact with our consultors to receive the price for an extra cleaning to: sac@agencia-heidelberg.com.br .

We do charge just a service fee, wich price depends on the apartament, to cover service costs.

WHAT ARE THE CHECK-IN AND CHECK-OUT TIMES?

Our check-in time starts at 14h (2pm) Our check-out time is until 11h (11am).

If a customer arrives before our official check-in time at 2 pm, the luggage can be stored at our agency during office hours. If the apartment is available and the customer wants to have a guaranteed possibility of an early check-in, a move-in between 6 am and 2 pm can be arranged for a fee of 50% of the daily rent. This fee must be paid in advance.

After checking-out the customer can store his luggage in our agency during office hours. If the apartment is available and the client wishes to leave the apartment between 11am and 10pm, we require a late check-out fee of 50% of the daily rent. This fee has to be paid in advance..

DOES THE ACCOMADATION COME WITH BED SHEETS AND TOWELS?

Yes, we provide towels and bed sheets for our properties. We do not provide face towell. We provide blankets according to our stock.

In case you need, we do provide extra towels and bed sheets for a additional cost. Please get in contact with our consultors to receive the price for an extra cleaning to: sac@agencia-heidelberg.com.br .

Please note that we do not change trousseaus during your stay.

In case of damage of one of the itens or its inappropriate use,  it will be charged a fee correponding to its value.

DOES THE ACCOMADATION COME WITH KITCHEN ACCESSORIES?

Yes, we provide basics kitchen accessories

WHICH ARE THE PAYMENT FORMS?

For a booking of our property we require a booking deposit of 50% of the rental price. The rest of the rent will be charged in our agency the day of the check in with the security bond.

Accepted forms of payment: Bank transfer to our German or Brazilian Bank, Western Union, credit card payment (RESERVATION DEPOSIT ONLY!) and cash-payment in our agency. In order to be able to allocate your payment, we always require a transfer confirmation via email.

Your reservation is valid, once our booking department has sent you a reservation confirmation.

The rest of the rent will be charged in our agency by credit card or cash.

The security bond will be charged by a pre-autorization on the credit card in our agency the day of the check in.

If the customer does not want to pay the rental balance in cash, the possibility of an electric transaction or credit card payment on your reservation page on website exists. This transaction must be made at least 7 days before prior to the date the tenant wants to move in.

HOW DO I GET THE KEYS?

During our business hours we expect customers in our agency. After the customer has signed the lease, one of our employees will accompany the client to the reserved property in order to make the check-in and introduce the property. If the property is far from our agency, the taxi will be on cost of our Agency.

Address:
Av Princesa Isabel, 7 / Loja- A / Copacabana – Rio de Janeiro.

Business hours:
monday-friday: 8am – 10pm
saturday, sunday and public holidays: 9am – 09 pm

 

WILL SOMEONE RECEIVE US, IF WE ARRIVE OUT OF BUSINESS TIME?

After office hours, the customer must call our 24-hour check-in department after the arrival at the airport or at least 30 minutes prior to arrival at the apartment address:

(+55 – 21) 9 9122 1852 (also whatsapp)

Numbers exclusively for check-ins out of our office times

After receiving your call, our employee will be waiting for you at the building entrance of the reserved apartment.

HOW DO I DELIVER THE KEYS?

Am Tag des Check-outs muss der Gast die Schlüssel in der Wohnung hinterlassen und die Tür schließen.

DO YOU PROVIDE A LUGGAGE STORAGE?

Yes, we have a luggage storage in our agency in Copacabana. During our business time, you can can store your luggage here in a save way before your check-in or after your check-out.

WHICH IS THE VOLTAGE IN THE PROPERTIES?

The voltage in Rio de Janeiro and in our properties is normaly 110 Volts.

CAN I RECEIVE VISITORS IN THE PROPERTY?

In most of the cases, visitors are allowed, but there are some few buildings which do not allow it. Please notify us before booking if visitors are expected, so we can provide a suitable apartment.