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Frequently Asked Questions

Visa questions:

Do I need to have a visa to come to Ukraine?
Can your company provide an invitation letter to obtain the Ukrainian tourist visa?
Can your company provide with an accommodation voucher?

Apartment booking:

How can I book the apartment?
Do you require a Deposit?
Can I pay for my services prior to my arrival by credit card or do I need to carry cash?
What if I pay for all services and will not come?
What is the cancellation fee and policy?
What is check out time at your apartments?
Who owns apartments?
How apartments are equipped?
Do you clean apartment every day?
Do apartments have telephone line?
Do you charge for using the phone?
Can I make long distance or International phone calls from my apartment phone?
Can I use internet access at the apartment?
Are your apartments secure and safe?
What is near the apartments you are offering? Are there any entertainments and shops?
What if I need to change my reservation dates?
Can I extend my stay in the apartment?
What do I do if something breaks or does not work properly in the apartment?
If I am already in Odessa can I rent an apartment from you without prior reservation?
Can I move to another apartment if I decide that I don't like the one where I'm staying?

Basic Services

All apartments we offer are completely furnished, supplied with clean linen and towels. The basic home appliances (refrigerator, telephone, TV with remote control, and iron) are available in all apartments. Higher-class apartments are equipped with even more appliances: air conditioner, video recorder, music centre, washing machine, dishwasher, computer, microwave etc. In addition, you can order certain products, food, drinks, etc., and we will bring them to apartment before your arrival. Odessa Apartments deal directly with the owners without intermediaries, thus there are no additional commission fees added to the rental price. Every building in which our apartments are located comes with a secured front door. Supervised parking lots are available near most of these buildings. All apartments we offer are located in the very centre of the city, which makes them even safer.

The rental price includes:
1. Cleaning the apartment and changing the linen every week. (More frequent cleaning and laundry of guest's clothes is provided for additional payment).
2. All fees for security, electricity, heat and water supply, and other kinds of municipal services.
3. Unlimited phone calls within the city. (No international and long-distance calls from the Apartments).

Visa questions:

Do I need to have a visa to come to Ukraine?
Yes, all foreign incoming travelers will need to have a visa stamp in their passports before arrival to Ukraine. Since 2002 citizen of US and some European countries do not need to have a letter of Invitation for the business and private trip. The letter of invitation is required if a person traveling as a tourist. Since 2005 the US, Canada, Switzerland and Japan citizens do not required to have a visa to enter Ukraine if the period of their stay does not exceed 90 days.

Can your company provide an invitation letter to obtain the Ukrainian tourist visa?
Yes, we can. We are able to provide tourist visa invitation letters for our customers within 72 hours. We are partners with Marriage Agency in Odessa which is issuing tourist or Business invitation Letters. In order to proceed with your invitation letter we will need:

Your full name, citizenship, date and place of birth, postal address, home phone number;
Your passport data (number, date of issuing, issuing authority);
Dates the visa must be issued for.
$60.00 dollars for the processing fee

Can your company provide with an accommodation voucher?
Yes, we can. After the final reservation upon your request we will send an accommodation voucher to the fax number you will provide to us. This is at no cost to you.

Apartment booking:

How can I book the apartment?
Please fill up a form on our site and send it to us. We will reply to your request within 24 hours and will confirm your reservation. In case the apartment you have chosen is not available we will offer you other options.

Do you require a Deposit?
Yes, we do require Deposit. The Deposit can be done by credit card, wire, check or western union.

Can I pay for my services prior to my arrival by credit card or do I need to carry cash?
Yes, you can pay for the services you have chosen by credit card prior to your arrival. There is no need to carry cash to pay for our services (transfer, car rental, apartments, air or train tickets, tours guide etc.)

What if I pay for all services and will not come?
We will keep the cancellation fee out of the charge and will refund your card.

What is the cancellation fee and policy?
If you cancel your trip prior to 7 days of your arrival - one day of rental is kept. If you cancel you trip prior to 3 days of your arrival - two days of rental are kept. If you have not come and had not canceled the reservation and services two days of rental and first day of services are kept (transfer, car rental, tour guide etc)

What is check out time at your apartments?
Standards time is
Check in 12 to 1 pm
Check out 12 Am

In case if we have possibility we always permit free early check-ins and late check-outs. If you would like to secure early check-in or late check-out in advance it is necessary to pay for one additional night of stay.
Please note

If the check in or check out later then 8 pm a transfer is a must (our staff driver will check you in and the manager will come the next day at your convenient time to settle up the payments)

If the check out or check in is earlier then 8 am a transfer is a must ( our staff driver will check you in and the manager will come a bit later the same day at your convenient time to settle up the payments )

Who owns apartments?
In most of the case printed on the web we are the Lease the apartments, as well as partnering with other owners.

How apartments are equipped?
All apartment are fully equipped - satellite or cable TV, VCR, CD, DVD, refrigerator, fully equipped kitchen, iron, iron board, washer machine, vacuum cleaner, air conditioners, UHF-ovens and coffee-makers, clean bed linen, few sets of towels, toilet paper, soap, etc.

Do you clean apartment every day?
We can upon request. It is additional $ 7 per cleaning, otherwise once in 3 to 5 days it is free of charge

Do apartments have telephone line?
Yes, each apartment has a telephone line.

Do you charge for using the phone?
Local calls are free of charge.

Can I make long distance or International phone calls from my apartment phone?
No, apartments' phones do NOT have such feature as well as calls to Ukrainian mobile numbers though you are able to receive long distance, International calls or calls from mobiles. For those apartment rental clients who need to make such calls. We can provide you a Mobile phone rental.

Can I use internet access at the apartment?
Some apartments have FREE HIGH SPEED. Other Apartments you pay $2.00 a day in advance so we can turn it on!

Are your apartments secure and safe?
All our apartments are located right in the very center of Odessa? This is safe and socially secure area. Buildings have either - security door code, apartments have double doors, some have alarm system.

What is near the apartments you are offering? Are there any entertainments and shops?
Yes, as our apartment located right in the very center of Odessa and you are automatically placed in the center of shops and restaurants and places of interest.

What if I need to change my reservation dates?
If you give us a notice at least 10 days in advance and your apartment rental schedule allows your dates to be moved, your reservation can be moved without any penalty. If you give less than 10 days notice or the original apartment does not allow your dates to be moved due to schedule conflict (in which case we will have to propose another apartment for you) the penalty is one night fee.

Can I extend my stay in the apartment?
Yes, but it is subject to apartment's availability. However, if your apartment is not available to be rented longer than original reservation due to schedule conflict we will find you a suitable option.

What do I do if something breaks or does not work properly in the apartment?
Let us know of any problems immediately and we will make sure any problems get fixed in the shortest time. In case of any long lasting problems or inconveniences that are not compatible with normal living we will move you to the same or better quality apartment.

If I am already in Odessa can I rent an apartment from you without�prior reservation?
Yes, if you are in Odessa and have no place to stay. We will find you and apartment that will meet your needs. However, we always recommend to reserve in advance if possible (especially in high-season) in which case you will put up with no or minimal amount of inconveniences.

Note: If clients needs an apartment the same day and want to pay with a credit card payment we charge 5% transaction fee.

Can I move to another apartment if I decide that I don�t like the one where I�m staying?
No, the only case when client may request another apartment is if apartment has defects that are not compatible with normal living. We take all apartment photos ourselves and GUARANTEE that the apartment looks exactly the same way as on the photos.

General Issues

How do we find the apartment?
If you do not speak either Russian or Ukrainian then we strongly recommend that you book one of our "English speaking" drivers to meet you at the airport or station. Most taxi and bus drivers do not understand English. They will also show you the apartment and provide you with the keys. Before you arrive you will also be provided with the apartments address. If you decide to get a bus or taxi they should know where to take you. When you arrive one of our "English speaking" staff will be there to meet you.

Suppose we didn't book your services for transferring from the arrival point to the apartment, how do we get from the airport?
There are taxis, busses - The cost of a taxi from airport varies from 20 to 30 USD although, you will get some drivers that will try to charge you more. Ensure that you get a price before you get in the taxi. The driver should not charge any extra at night.
There is a regular bus service from Odessa airport to the city center. From here you can get another bus or a taxi to any point of the city. Please note that most bus drivers do NOT speak English and if you have a lot of luggage this can be a problem.

Can we bring our dog?
Most apartment owners do NOT allow pets; if they do then you are fully responsible for the cleanness of the apartment and any damages.

Suppose our flight/train is delayed?
Our staff will wait up to one hour for you after the agreed meeting time. If you are delayed for any reason please give us a call using the emergency phone number that we provide you to make alternative meeting arrangements. This is always answered 24/7. Our drivers always have the keys to the apartment when they meet you (if you booked this service).

Will the supermarkets be open?
The supermarkets and shops are open up-to 10pm 7 days a week.

Can we get an evening meal?
Restaurants normally close around 11:00pm.
Speak to our staff when you arrive for details about restaurants and bars near the apartment you have chosen.

What will be in the apartment?
Food and drink is not normally supplied. If you are arriving at night time then we advise that you bring some drinks and snacks with you. Please note it is not advisable to drink tap water unless it is boiled.

Apartment Servicing

What services are included in the rental charge?
The following items are included - Preparation before and cleaning after occupation (and cleaning every 7 days if you stay for longer than 7 days).
Linen - sheets, towels, kitchen towels and bathroom mats.

Suppose we need extra cots or beds?
This depends on the owner of the apartment. Please check before you book. There may be a small additional charge.

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

Hire-cars

Who is permitted to drive the hire-car?
Only the main driver (the person who contracted the car) and the second driver. In either case they must have valid driving license (and carry it with them in the car).

What are the age restrictions?
All drivers must be over 18 years of age.

What does the insurance cover?
Third party claims, damage to the hired vehicle, passenger and driver injury and recovery costs. Exclusions - damage to tires and wheels, parking and traffic fines.

What should we do in the case of an accident?
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.

Payments for your Apartment

What are the payment arrangements?
We request a deposit payment for the first two nights of your stay to secure the booking of your apartment. Please note your apartment is not booked until this deposit is received. You pay the rest upon the arrival to the apartment.
Usually there is no Inventory Deposit (discussed separately), but we reserve the right to take an Inventory Deposit should we deem it necessary. This will be returned to you during the checkout process if no loss or damage is discovered.
All payments need to be made in US Dollars. If you are not from the USA please ensure that you have enough Dollars to cover the total cost of your stay. If you forget then we give you the next day to exchange your currency into US Dollars.

How is the inventory deposit repaid?
If the manager decided to take the Inventory Deposit during the check-in process it will be returned to you during the checkout process if no loss or damage is discovered We only take the inventory deposit if we consider it as necessary (in most cases it depends on the apartment)

Breakdown & Complaints in your Apartment

How do I notify breakdowns and/or shortages?
You should phone or call in as soon as possible using the phone number we give you upon arrival.

When do they get fixed?
As soon as is reasonably possible. Most problems are attended to on the same day but we cannot promise to handle urgent matters on Saturdays, Sundays.

What are the arrangements about heating, water-supply, and air-conditioning?
The charges for all facilities are included in the rental price, so you don't have to worry about it.

Suppose me or my roommate(s) are taken ill?
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.

What if the illness is serious or there has been an accident?
There are medical clinics (Hospitals) in Odessa, most open on a 24-hour basis and doctors are also 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 - under these circumstances you always have to decide if moving the patient could aggravate the illness or injury. If this is the case then it is best to send somebody for help or knock on a neighbor�s door.
You should always ensure that you have health insurance with you when you arrive. Medical services in the Ukraine are not free!

What if we are disturbed by noise?
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.

Suppose we are robbed?
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 (denunciate) 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 makes the list in your own language and we would translate it for you.

If you have additional questions, please, do not hesitate to contact us.