QUESTION:  How do we find the apartment?

ANSWER:  The most right way is to book such service as meeting you at the point of arrival (airport or railway station or anywhere else).
We also have available directions and maps that you can print in preparation for your journey -
- Directions from airport.
- Directions from railway station.
- Directions from anywhere else, in case you are landing at different city, or in case you are driving.
Besides, you know the exact address of the apartment, so you can catch a taxi.

QUESTION:  Suppose we didn't book your services for transfering from the arrival point to the apartment, how do we get from the airport?

ANSWER:  There are taxis, busses -
Depending on where your apartment is situated and the airport you're arriving to, the cost of a taxi from airport varies from 20 to 30 USD. The driver should not charge for the return trip nor is there any extra charge at night.
There is a regular bus service from each airport to the main bus station. From here you can get another bus or a taxi to any point of the city.
Turn to our support team (telephones, emails, online messengers) for the full details.

QUESTION:  Can we bring our dog?

ANSWER:  Pets are permitted, but you are fully responsible for the cleanness of the apartment and the safety and undamaged state of all stuff in the apartment.

QUESTION:  Suppose our flight/train is delayed?

ANSWER:  Our check-in managers work 24/7. If you are delayed, for any reason, please give us a call using any phone number listed in contacts and we will let manager know that you're delayed. If these arrangements go wrong then we would always leave your keys to the driver who will meet you(if you booked this service) and transfer to your apartment. Our support team (telephones, emails, online messengers) can provide full details about this question.

QUESTION:  Will the supermarkets be open?

ANSWER:  There are a lot of supermarkets which are opened 24/7.

QUESTION:  Can we get an evening meal?

ANSWER:  Restaurants close around 11:00pm normally and many stay open till the last client.
Speak to our support team (telephones, emails, online messengers) for the details about restaurants and bars near the apartment you have chosen.

QUESTION:  What will be in the apartment?

ANSWER: We provide a small "welcome" food pack by request, containing coffee, milk, tea, sugar, orange juice, drinking water, crisps etc. We can also provide a "late arrivals" food-pack - ask our support team (telephones, emails, online messengers) for details.

QUESTION:  What services are included in the rental charge?

ANSWER: The following items are included -
Preparation before and cleaning after occupation (and cleaning every 3-4 days if you stay for longer than 4 days).
Linen - sheets, towels, kitchen towels and bathroom mats.

QUESTION:  Suppose we need extra cots or beds?

ANSWER:  These are normally included but please read below.

QUESTION:  What happens if some extra persons join me? Will there be an extra charge?

ANSWER: There will be no extra charges. But you should understand that you and only you are responsible for everything that was included with the apartment.

QUESTION:  Who is permitted to drive the hire-car?

ANSWER: Only the main driver (the person who contracted the car) and the second driver. In either case they must have valid driving licence (and carry it with them in the car).

QUESTION:  What are the age restrictions?

ANSWER:  All drivers must be over 18 years of age.

QUESTION:  What does the insurance cover?

ANSWER:  Third party claims, damage to the hired vehicle, passenger and driver injury and recovery costs. Exclusions - damage to tyres and wheels, parking and traffic fines.

QUESTION:  What should we do in the case of an accident

ANSWER:  If anyone is injured or the other driver does not stop then you MUST call the police. In any case ALL drivers must fill in the duplicated form providing all the details. It matters not if it is the one from your car or the other drivers, just as long as you have a copy.
Please do not admit liability, either verbally or on the form - this is a matter for the Insurance Company or the Court to decide.

QUESTION:  What are the payment arrangements?

ANSWER:  We request a deposit payment for the first night of your stay if you book some particular apartment. You pay the rest upon the arrival to the apartment.
Usually there is no Inventory Deposit (discussed separately), but we leave the right to take the Inventory Deposit which will be returned to you during the check-out process.

QUESTION:  How is the inventory deposit repaid?

ANSWER:  If the manager decided to take the Inventory Deposit during the check-in process it will be returned from hands to hands during the check-out process. We take the inventory deposit if we consider it as necessery (in most cases it depends on the appartment)

QUESTION: How do I notify breakdowns and/or shortages?

ANSWER:  You should phone or call in as soon as possible using the phone number we give you upon the arrival.

QUESTION:  When do they get fixed?

ANSWER:  As soon as is reasonably possible. Most problems are attended to on the same day but we cannot promise to handle no-urgent matters on Saturdays, Sundays.

QUESTION:  Suppose we are generally dissatisfied?

ANSWER:  We want you to enjoy your stay in our apartments and book with us again. Consequently you convenience and satisfaction are placed on top of all other objectives.
If you are dissatisfied for any reason then we would like to know as quickly as possible.

QUESTION:  Suppose we don't like the apartment or it is unsuitable?

ANSWER:  The description of apartments is given on the website and it is your obligation to ensure that the chosen apartment is suitable.
Obviously, if there is an error in the description then the fault is our and we must respond.
However, we want to ensure that you enjoy your stay and accept the fact that it is not always possible to imagine an apartment from its description.
Therefore, if you are not happy with the apartment when you arrive and we have another available, then we would be pleased to locate you providing that -
You pay the difference in price (if any).

QUESTION:  What are the arrangements about heating, water-suply, air-conditioning?

ANSWER:  The charges for all facilities are included in the rental price, so you don't have to worry about it.

QUESTION:  Suppose me or my roommate(s) is taken ill??

ANSWER:  If the illness is of a minor nature then, unlike in most other countries, a pharmacist is qualified to prescribe medication.
The pharmacist has a professional and legal obligation to refer the patient to a doctor if the condition or illness is considered serious enough.

QUESTION:  What if the illness is serious or there has been an accident?

ANSWER:  There are medical clinics in every city, most open on a 24-hour basis, large hospitals in Kiev, Kharkov, Lviv and other cities and doctors available for house visits.
The emergency services are on 03 or you can call us.
If you don't have a telephone the best remedy is to drive the patient to the nearest clinic.
Please Note Well - under these circumstances you always have to decide if moving the patient could aggravate the illness or injury. If this is the case then best to send somebody for help or knock on a neighbour's door.

QUESTION:  What if we are disturbed by noise?

ANSWER:  You should let us know, in the first instance, and we would try to resolve the problem. If this fails then we would help you make an official complaint.

QUESTION:  Suppose we are robbed?

ANSWER:  If this happens in a public place then report the incident to a municipal policeman or guardia civil.
If you cannot find one then call 02 on your mobile phone or from a call box (no money required).
If you are burgled then call the municipal police or guardia civil. They would normally attend within a few minutes or up to a half-hour.
You would have to make a statement (denuncia) at the police station as soon as possible and they would require a list of all items stolen plus the new value.
If you don't write Russian or Ukrainian then make the list in your own language and we would translate it for you.