FAQ

Accessibility

Are your hotels and accommodations accessible?

B-aparthotels understands that every guest has different needs and is committed to ensure that our hotel facilities are accessible to all of our guests equally. We encourage all prospective guests to inform us about any special accommodation/accessibility requirements they may have. We will be pleased to discuss our most appropriate solutions with the aim of making all guests' stay as comfortable as possible.

Accommodation equipments

Are your bathrooms equipped with bathtub or shower?

We provide bathtub or shower or both in our accommodations.

For special requests, we ask you to send an email to the reservation department with your request at brussels@b-aparthotels.com for Brussels, thehague@b-aparthotels.com for The Hague and antwerp@b-aparthotels.com for Antwerp.

Our team is committed to ensure that your requests are handled and answered in a timely manner. Note that the fulfillment of your request is submitted to the availability of the hotels.

Do you have accommodations with twin/triple beds?

In Brussels and The Hague, the bedrooms are equipped with a double bed.

Adding an extra bedding solution is possible upon request and availability.

In Antwerp, B-aparthotel Moretus is offering twin or triple bed solutions.

Is a phone provided in the accommodation? What is the cost?

Yes, a phone is available in each accommodation. Price grid is available in the guest directory in the accommodation.

Calling the main reception or the emergency line is free of charge.

Note that for reservations without the guest’s credit card nor cash deposit, the phone line will be closed.

What is the equipment of the kitchenette?

Our kitchenettes have a small fridge, a dishwasher (not available in Antwerp), a kettle, a toaster, a coffee machine, a microwave, 2 or 4 cooking ring, cutelry, various cooking ware.

Should you require additional equipment, please contact the reception during opening hours.

Do all the accommodations have a kitchenette?

No, standard hotel rooms (executive room/luxury room) are not equipped with a kitchenette.

In Brussels, standard hotel rooms are equipped with a small fridge, microwave, kettle, Nespresso coffee machine, cutlery, plates, glasses and cups for basic ready to eat meal. (With the exception of B-aparthotel Ambiorix which offer a mini bar only).

In B-aparthotel Kennedy, in The Hague, executive rooms are equipped with a small fridge, a microwave, a Nespresso coffee machine, glasses and cups.

In B-aparthotel Moretus, in Antwerp, a Nespresso coffee machine is available.

Bar

Breakfast

What is the cost for breakfast?

B-aparthotel Regent, Grand Place and Ambiorix in Brussels: 14€/day/person, if not already included in your rate

B-aparthotel Kenendy in The Hague: 15€/day/person, if not already included in your rate.

B-aparthotel Moretus in Antwerp:  included in the rates.

                                   

To add this service to your reservation, we ask you to send an email to the reservation department with your request at brussels@b-aparthotels.com for Brussels, thehague@b-aparthotels.com for The Hague and antwerp@b-aparthotels.com for Antwerp. Our team will provide you with a confirmation upon payment approval.

Note that vouchers will be included in your envelope to present to the Mokafe restaurant for B-aparthotel Grand Place in Brussels.

Do you provide breakfast?

In Brussels, continental buffet breakfast is served Monday to Friday, 7h00 (7am) to 10h00 (10am)

B-aparthotel Ambiorix in the ground floor lobby.

B-aparthotel Grand Place offers breakfast in Mokafe, an authentic location in the Galerie du Roi (300m from the hotel)

 B-aparthotel Regent offers breakfast in POMO, an authentic Italian restaurant accessible throughout the hotel lobby.

B-aparthotel Montgomery do not provide breakfast

In The Hague, B-aparthotel Kennedy offers a continental buffet breakfast daily, Monday to Friday from 7h00 (7am) to 10h00 (10am), Saturdays and Sundays from 8h00 (8am) to 11h00 (11am).

In Antwerp, B-aparthotel Moretus offers a continental buffet breakfast daily, Monday to Friday from 7h00 (7am) to 10h00 (10am), Saturdays and Sundays from 8h00 (8am) to 11h00 (11am).

Cancellation

What is your cancellation policy?

Cancellation policy varies on the rate you have selected for your reservation.

The standard cancellation policy: cancellation must be done latest 48 hours prior to arrival (2pm local hotel time) to avoid cancellation fee.

Please note that for special rates, packages, certain length of stay and certain seasons, this policy is subject to change.

Check-in

Is my ID/passport and credit required at check in?

Yes, please make sure that you have your ID card or passport as well as the credit card used for the reservation with you.

Be informed that B-aparthotels remains the right to check guests identification and validity of the payment method during your stay.

If the credit card cannot be provided on the spot, you will be asked for an alternative payment by credit card or a cash payment.

If the name of the reservation is not the one of the guest who is occupying the room, the reservation will be updated with the correct information provided by the guest.

How do I check-in?

In Brussels: To check-in you need to refer to the confirmation letter send by B-aparthotels. Use the first access code to enter the building. Then use the second code to open the check-in box in the lobby and retrieve an envelope on your name. In the envelope you will find the key card of your accommodation and a welcome letter with all essential information.

Check-in is possible in B-aparthotel Ambiorix at the front desk Monday to Friday 8h00 (8am) to 20h00 (8pm). After hours and weekends please refer to the procedure above.

In Antwerp: Check-in is possible at the reception 24/7. Present yourself at the front desk to complete the check-in.

In The Hague: Check-in is possible at the front desk Monday to Friday 8h00 (8am) to 20h00 (8pm), Saturdays and Sundays 10h00 (10am) to 16h00 (4pm) After hours , you will need to follow the self-check in procedure, you will be contacted for check-in using the contact details provided upon booking the accommodation, you are also welcome to send us an email or call us for more check-in information’.

Depending on the time of your arrival, you can check in at our reception

24h assistance telephone:           0031 625073580

Direct phone:                            0031 703020020

Email:                  Thehague@b-aparthotels.com

Check-out

How do I check-out?

In Brussels: To check-out, simply drop your room key in the check-out box in the hotel entrance.

Check-out is possible in B-aparthotel Ambiorix at the front desk Monday to Friday as of 8h00 (8am). Before hours and weekends please refer to the procedure above

In Antwerp: Check-out is possible at the reception 24/7. Present yourself at the front desk to complete the check-out.

In The Hague: Check-out is possible at the front desk Monday to Friday as of 8h00 (8am) and Saturday and Sundays as of 10h00 (10am). Before hours please refer to the procedure above

Cleaning

When is my accommodation cleaned?

In Brussels and Antwerp, cleaning is done Monday to Friday with the exception of bank holidays.

In The Hague, cleaning is done daily (7/7).

Change of linen and towels is performed twice per week (based on a 7 days’ reservation).

Confirmation letter

What is the confirmation letter?

The confirmation letter is a document sent in attachment to confirm your reservation.

The confirmation letter summarizes the details of your reservation, includes the Terms and Conditions of your reservation, the location of the hotel and most importantly the access codes to enter the building and retrieve the key card of your accommodation.

Early check-in/Late check-out

What is the cost of an early check-in/late check-out?

Early check-in is free of charge upon availability and request.

To ensure the possibility to access the accommodation earlier, we advise to book an extra night in advance.

Late check-out is free of charge until noon (12h00) upon availability and request.

A cost of 50€ will be asked for check-out between noon (12h00) and 15h00 (3pm).

For check-out after 15h00 (3pm) we advise to book an extra night.

Extra-bed and baby cot

Do your accommodations allow extra bedding or baby cot?

All our properties provide extra bedding and baby cot

Extra bedding in form of a single bed (in B-aparthotel Regent, Grand Place, Moretus and one-bedroom apartment in Montgomery)

or sofa-bed (B-aparthotel Ambiorix, Montgomery and Kennedy)

Note that one extra bedding is allowed per accommodation.

Fitness

Invoice

How can I get my invoice?

Your invoice will be sent to the email provided upon reservation the next days after checking-out.

To ensure reception of your invoice please provide us with your direct email address.

 

Laundry and Dry cleaning

Do you have dry cleaning services?

All our properties have dry cleaning services.

In Brussels and The Hague, we ask you to put your clothes in the bag at the entrance door together with the dry cleaning form (both provided in the wardrobe in your accommodation) and inform the reception. Your clothes will be back in your accommodation within 2 working days in Brussels.

B-aparthotel Kennedy in The Hague offers to return your clothes within 12 hours the same day when collected before 9h00 (9am).

In Antwerp B-aparthotel Moretus, we ask you to drop your clothes in the bag together with the dry cleaning form at the reception before 9h00 (9am). Your clothes will be returned to the reception the same day.

Cost related to this service are mentioned on the form.

Do you have laundry facilities?

All our properties have a laundry room, accessible 24/7, free of charge.

It includes washing machines and drying machines.

Note that washing powder isn’t provided.

Long term and group reservations

Loyalty

Luggage room

Where can I store my luggage?

In Brussels, luggage can be stored at the main reception for B-aparthotel Ambiorix (from 8am to 8 pm).

Lockers are available in B-aparthotel Regent (in the -2 level) and B-aparthotel Grand Place (ground floor).

B-aparthotel Montgomery doesn’t provide luggage rooms but we offer various solution to compensate.

We ask you to contact the main office for instruction. 

In Antwerp, B-aparthotel Moretus  can store lugguage at the reception 24/7.

In The Hague, B-aparthotel Kennedy luggage can be stored at the reception (from 8am to 8 pm Monday to Friday and 10am to 4pm Saturdays and Sundays).

Parking

How do I access the parking?

In Brussels and The Hague, parking are accessible with the key card of your accommodation (activated upon parking reservation) with the exception of B-aparthotel Montgomery, a remote control will be provided in your envelope upon parking reservation.

Note that you first need to do the check-in first to retrieve the room key.

In Antwerp, B-aparthotel Moretus doesn’t require a key card to enter but a parking coin to exit (available at the reception).

Direction to find the parking entrance can be requested by email to our reservation department with your request

at brussels@b-aparthotels.com for Brussels, thehague@b-aparthotels.com for The Hague

and antwerp@b-aparthotels.com for Antwerp.

Are parking spaces available at the hotels?

All our properties are offering parking spaces, upon request and availability.

Note that Brussels’ private underground parking have a limited height of 1.80m.

Brussels properties offer private underground parking for 15€/night/car

with the exception of B-aparthotel Grand Place at 25€/night/car.

B-aparthotel Kennedy in The Hague offers outdoor parking for free to their guest upon availability.

B-aparthotel Moretus in Antwerp offers outdoor and underground private parking for free to their guests.

To request this service, we ask you to send an email to the reservation department with your request at brussels@b-aparthotels.com for Brussels, thehague@b-aparthotels.com for The Hague and antwerp@b-aparthotels.com for Antwerp.

Our team will provide you confirmation upon payment approval.

Payment

What is the payment policy for my reservation?

Our payment policy are as follow:

GENERAL CONDITIONS ART.1: Submission and acceptance of the G.C. Unless the client delivers the evidence to the contrary, the accomplishment of the agreement proves the prior submission and acceptance of the G.C. by the client. ART.2: Conflict of the G.C. Acceptance of the G.C. implies the abdication of the G.C. of the client. ART.3: Modalities of payment. 3.1. Unless conflicting conditions in the agreement or the invoice, the invoices have to be paid at the registered office of the company within 14 days from the date of invoice in the currency as said on the invoice. 3.2. In case of partial or non-payment of the invoice at the expiration date, the client must pay de jure: (1) pay interest a rate of 3% per month and (2) a compensation in agreement a rate of 20% of the sum due for at least 100,00 EUR per invoice, unabated the right to claim a higher compensation equal to the damage suffered in reality (= penalty + term of compensation of the extrajudicial costs). Payments will be subtracted of (1) the costs, (2) the interest and sum due. 3.3. When the client pays one invoice late or incomplete, than all invoices – even when they are not due – will become collectable. The interest and compensation as mentioned in 3.2. are due from the moment the invoices are collectable. 3.4. If one of the parties does not respect the essential commitment, f.e. non-payment of the invoice, the other party has to right to end the agreement without judicial authorization or a prior notice of default. In this case the commitment-breaking party has to pay a compensation in agreement a rate of 10% of the total amount as mentioned at the invoice, this unabated the right to claim a higher compensation equal to the damage suffered in reality (= penalty). ART.4: How to give notice or end the agreement. In case of hotel activities the client can give prior notice by registered letter. He has to take into account a term of notice of one month. He also has to pay a compensation of 50% of the indemnity he would normally had to pay. ART.5: Complaints. Eventual complaints are accepted when given at last 7 days after the discovery of the complaint. The complaint has to be done by registered letter and has to be send to the registered office. ART.6: Applicable law and competence of the tribunals. 6.1. Belgian law is sole applicable for all agreements and agreements that are connected to the original agreement. 6.2. Only the tribunals in Antwerp are competent In case of legal procedure. ART.7: Severability. In case of nullity of one or a part of a condition, this does not a#ect the validity of the other conditions.

 

What methods of payment are possible?

The following payment methods are possible: debit card, credit card, cash, bank transfer.

Travellers’ Cheques and Euro Cheques are not accepted.

Note that debit card and cash payment are only possible at the reception.

Bank transfer must be complete and money on our account before arrival day.

Pets

Do you allow pets in the hotels?

B-aparthotels properties are pets friendly.

An extra charge of 10€/day/pet will be charged on your reservation.

Note that any damages caused by your animal will be charged to your reservation.

To request this service, we ask you to send an email to the reservation department with your request

at brussels@b-aparthotels.com for Brussels, thehague@b-aparthotels.com for The Hague

and antwerp@b-aparthotels.com for Antwerp.

Our team will provide you confirmation upon payment approval.

Rates

Are taxes included in the price?

In B-aparthotel Montgomery, Grand Place and Regent in Brussels, all taxes are included in the rates.

In B-aparthotel Ambiorix in Brussels, city tax of 7€/room/night is not included for reservations from 3rd party websites.

B-aparthotel Kennedy in The Hague doesn’t include city tax of 3.30€/person/night in the rates.

B-aparthotel Moretus in Antwerp doesn’t include city tax of 2.31€/person/night in the rates.

What are the different rates you offer?

We offer the following rates:

Standard: open to modification up to 2 working days prior to arrival (credit card authorized only, payment upon check-out)

Standard bed & breakfast: open to modification up to 2 working days prior to arrival (credit card authorized only, payment upon check-out. breakfast included.

Non-refundable: lower rates not entitled to any modification nor cancellation (payment is charged automatically)

Non-refundable bed & breakfast: lower rates breakfast included not entitled to any modification nor cancellation (payment is charged automatically)

Advance purchase: 20% discount on a reservation made at least 21 days in advance.

Rates in B-aparthotel Moretus in Antwerp are including breakfast.

Reception

Who should I contact when the receptions are closed?

After hours, weekends and on bank holidays, the receptions in Brussels and The Hague are closed.

To contact us, please call the 24h assistance number.

You can find the number on the guest directories in your rooms and on the welcome letter in your envelope.

What are the opening hours of the receptions?

 The reception at B-aparthotel Ambiorix (Brussels) is open Monday to Friday 8h00 (8am) to 20h00 (8pm).

The reception at Kennedy (The Hague) is open Monday to Friday 8h00 (8am) to 20h00 (8pm)

and 10h00 (10am) to 16h00 (4pm) on Saturday and Sunday.

B-aparthotel Moretus has a 24/7 reception.

Reservation

Can I make a reservation by phone?

No, all reservations must be submitted by email.

Nevertheless, our reservation team can still answer to all your questions

about availability, equipment. and provide you with a price by phone.

Room service

Smoking

Special request

Terms and conditions

What are the terms and conditions for my reservation?

Payment Conditions: The guest commits to pay B-APARTHOTELS Brussels at the latest upon departure. Guarantee: All reservations need to be guaranteed by credit card, a written guarantee of the company or pre-payment. B-Aparthotels reserves the right to pre-authorize your credit card prior to arrival. Payment and identification procedure: Please, be informed that B-Aparthotels remains the right to check the guest identification and validity of the payment method throughout your stay. Please make sure that you have your ID card or passport as well as the credit card used upon reservation with you. If the credit card cannot be provided on the spot, you will be asked for an alternative payment by credit card or a cash payment. If the name of the reservation is not the one of the guest who is occupying the room, the reservation will be updated with the correct information provided by the guest. General Cancellation Conditions: Please note that for reservations for more than 30 consecutive nights these conditions are available upon request. Cancellation Costs – no show For a reservation between 1 and 6 nights The guest can cancel without charges till 2days before the day of arrival. In case of no show or cancellation within 2 days prior to arrival, the first night will be charged. For a reservation between 7 to 30 nights The guest can cancel without charges until 3 days prior to the day of arrival. In case of no show or cancellation within 3 days prior to arrival, a cancellation fee of 25 % of the total amount will be automatically charged. B-Aparthotels reserves the right to create occasional promotions, non-cancellable, non refundable offers or minimum stays on which these conditions aren't applicable. Reduction of number of nights: In case the guest leaves the apartment before the end date of the contract, the following conditions will apply: For a reservation between 1 and 6 nights The guest can shorten his stay at the same rate within a written notice of 2 working days. If this is not the case, two room nights will be charged as late cancellation. For a reservation between 7 and 14 nights The guest can shorten his stay at the same rate within a written notice of 3 working days. If this is not the case, three room nights will be charged as late cancellation. In case the stay is reduced to less than 7 consecutive room nights the daily rate will be increased with 20% for all nights stayed in the apartment. For a reservation between 15 and 30 nights The guest can shorten his stay at the same rate within a written notice of 4 working days. If this is not the case, four room nights will be charged as late cancellation. In case the stay is reduced to less than 15 consecutive room nights the daily rate will be increased with 20% for all nights stayed in the apartment.

What are the terms and conditions for a reservation of more than 30 nights?

Terms and conditions: 1. Cancellation – no show The guest can cancel without charges until 20 days before the date of arrival. In case of no show or cancellation as of 19 days prior to arrival, a cancellation fee of 2 weeks will be charged   .2. Reduction of number of nights   A - The guest can reduce its stay with 10% of the booked nights (as of 0.5, rounded upwards) and this with a notification of 15 days prior to the effective departure date.       B – If the stay is reduced with:   More than 50% of the contracted nights: A cancellation fee of 30 nights will be charged, after the actual departure date. Between 25% and 49% of the contracted nights: A cancellation fee of 20 nights will be charged, after the actual departure date. Between 11% and 24% of the contracted nights: A cancellation fee of 15 nights will be charged, after the actual departure date. Between 1% and 10% of the contracted nights: A cancellation fee of the remaining contracted nights will be charged, after the actual departure date. (If A is not respected) In case cancellation fee mentioned above appears to result in higher amounts than your contract, the fee will be adapted to your contract.
  1. Extension of number of nights
All extensions are considered as a new request and need to be confirmed with a new contract. In order to secure the availability, we suggest a notification of min. 10 working days prior to the booked departure date.
  1. Notifications
All notifications, changes, amendments should be informed by written notice by email to brussels@b-aparthotels.com. Acceptance needs to be confirmed by B-aparthotels  

Wi-Fi

How do I access the premium Wi-Fi?

Contact the reception with your request.

Our team will provide you with a password upon payment.

If already included in your rate, you will find the premium Wi-Fi password in your envelope.

How do I access the standard Wi-Fi?

For each property you will find a standard network. (i.e. Regent standard).

The Standard Wi-Fi password is mentioned on the welcome letter in your envelope and in the guest directory in your accommodation.

Is there a Wi-Fi connection available?

A standard Wi-Fi connection is available in all properties for free up to 512kbps.

(B-aparthotels Montgomery  use a shared line).

A premium Wi-Fi connection is available in B-aparthotels Grand Place, Regent, Ambiorix and Kennedy (min 3Mbps)

at the extra cost of 9.95/24h, 55€/week and 99€/month.

Note that B-aparthotels is not liable in terms of non-compatibility of your device with our network.

A service number to our provider can be provided for assistance.

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