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Frequently Asked Questions

 


Contact

Below you will find our most frequently asked questions. In case your question remains unanswered, please feel free to reach out to us directly:

                                                                                                                                      

Amsterdam
amsterdam@yays.com 
T +31202149940

Barcelona
barcelona@yays.com 
T +34628244374 


Serviced apartments

What kind of services do you provide?
We offer serviced apartments with a fully equipped kitchen. You will, therefore, have a lot more space and privacy compared to an average hotel room. A local concierge is available 24/7, for any assistance and questions you might have during your stay about the apartments, the neighbourhood or the city. Please be kindly advised that we do not provide a daily cleaning service. A complimentary cleaning service is offered when you stay more than 7 nights and extra cleaning moments are available for a surcharge. Please contact your concierge during your stay for more information.

Do you provide a daily cleaning service?
We offer serviced apartments with a lot of space and privacy. A daily cleaning service is not part of this concept. For guests staying longer than 7 nights, a complimentary weekly cleaning is included. Extra cleaning moments are available for a surcharge. At some locations, laundry facilities are available. Please contact your concierge during your stay for more information.

Is final cleaning included?
Yes, the final cleaning upon departure is included in our services at no extra charge. We only ask you to tidy up your apartment as you would do at home, and you can leave the rest to our housekeeping staff.


Check-in & check-out

Where can I check in?
Amsterdam: Staying at Yays Bickersgracht or Yays Zoutkeetsgracht? You can check-in at Yays Zoutkeetsgracht on the following address: Zoutkeetsgracht 116. The reception is open 24/7, and it is a pleasant 8-minute walk from Yays Zoutkeetsgracht to Yays Bickersgracht.
Staying at Yays Oostenburgergracht? You can check-in at the reception desk, located at the following address: Oostenburgergracht 73. The reception is open 24/7.
Staying at 'The Yays - Crane Apartment'? You can check-in at the reception desk at Yays Oostenburgergracht, located at the following address: Oostenburgergracht 73. The reception is open 24/7. 'The Yays - Crane Apartment' is located at the following address: Surinamekade 34. Our 'Crane Concierge' will take you from Yays Oostenburgergracht to 'The Yays - Crane Apartment'. 

Barcelona: Yays Sagrera reception desk is located at Puerto Principe 26-40.

At what time can I check in?
You can check in daily from 14:00. The reception is open 24/7, so you can arrive anytime after 14:00. Please let us know if you won't be able to make it that day, so we know that you are safe and sound. Apartments cannot be accessed before 14:00 unless availability allows it and upon request only. Please be advised that extra charges are applicable for an early check-in. Please contact the local office (details above) for more information.

Staying at 'The Yays - Crane Apartment'? You can check-in between 14:00 and 17:00. Our 'Crane Concierge' will contact you prior to your stay to give you more information on 'The Yays - Crane Apartment', your stay and to discuss your estimated time of arrival. An early check-in is available upon request. In case you want to check-in early, please discuss that with our 'Crane Concierge'.

Can I store my luggage when early check-in is not available?
We are more than happy to store your luggage for you. Before check-in or after check-out you can store your luggage at the reception desk of your Yays location so you can explore the neighbourhood in the meantime.

Staying at 'The Yays - Crane Apartment'? You can safely store your lugagge at Yays Oostenburgergracht.

At what time can I check out?
Check-out time is 11:00 (am), so our housekeeping staff can prepare the apartment for the next guests. A surcharge is applicable for late check-out. Please contact the local office (details above) for more information.

Staying at 'The Yays - Crane Apartment'? A late check-out is only available upon request. Please discuss the possibilities with our 'Crane Concierge'. 

Location & route

How can I reach the Yays locations?
Find the most convenient way to travel to:

Yays Bickersgracht (Amsterdam) by using Google Maps
Yays Zoutkeetsgracht (Amsterdam) by using Google Maps
Yays Oostenburgergracht (Amsterdam) by using Google maps
Yays Sagrera (Barcelona) by using Google maps


For your convenience, here are some useful websites and apps for the most up-to-date public transport information in Amsterdam and Barcelona:

Amsterdam: 9292
Barcelona: TMB

'The Yays - Crane Apartment' is located at Surinamekade 34. However, please be aware that the check-in starts at Yays Oostenburgergracht, Oostenburgergracht 73 Amsterdam.


Where can I park my car?
Amsterdam: Please be informed that public parking is relatively expensive in Amsterdam and because it's a small city, parking spaces are limited. You are kindly advised to check the website of IAmsterdam here for more information about the parking facilities in the centre of Amsterdam. Yays Amsterdam locations do not offer private parking.             

Barcelona: Yays Sagrera offers private paid parking facilities at the apartment building. Please contact the local office (details above) before arrival for parking rates and availability. 

How can I order a taxi? 
We work with a renowned and trusted taxi company that can bring you to and from the airport for a fixed rate. Please visit the reception desk during your stay or contact the local office (details above) upfront to make arrangements. 

Where can I buy tickets for public transport?
Amsterdam: Public transport tickets can be bought at the local train- or metro station. Single tickets, day tickets and multiple-day tickets are available. We advise you to plan your trip and inform yourself about the possibilities, schedules and tickets here (train) and here (tram, ferry, bus and metro).

Barcelona: Travelling within Barcelona by public transport is straightforward and convenient. For more information about public transport, special discounts, and tickets, please find the official website here

For your convenience, here are some useful websites and apps for the most up-to-date public transport information in Amsterdam and Barcelona:

Amsterdam: 9292
Barcelona: TMB

Cancellation & changes

Can I change or cancel an existing reservation?
If you booked your stay directly with us, either via our website www.yays.com or via phone or email, contact us to request a change or cancellation. If you booked via another website, we kindly ask you to contact that specific website to make any changes in regards to your booking.

Can I change the booker or guest names?
We are more than happy to assist you in changing the booker or guest names. Feel free to contact us directly (details above). 

How can I amend my existing reservation?
We understand that changes in travel plans can happen. Depending on the policy of your reservation, we can amend the dates of your booking most of the time, depending on availability. Please contact us with all the details (contact details above) and we'll do our best to help you in any way we can.

Can I cancel my existing reservation?
We understand that changes in travel plans can happen. Depending on the policy of your reservation, we can cancel your reservation up to 72 hours prior to your date of arrival, as long as your booking policy allows it. Please contact us (details above) for more information.

What happens when I do not cancel the reservation and when I do not make use of the apartment?
When you do not use the apartment and you have not cancelled the booking prior to your arrival, the total price of your reservation will be charged to you. Depending on your reasons for the no-show, you can reach out to your travel insurance to claim any possible refunds.

Payment

How do I pay for my booking?
When making a booking via the website of Yays, you will be asked to pay for your stay in advance.

What kind of payment methods do you offer?
It is possible to pay for your stay with any major credit card: Visa, Mastercard and American Express. We accept most common payment options depending on the country you are based. If you need any information on these payment options, please contact us directly (details above).

Can you provide me with an invoice of my stay?
We are more than happy to provide you with an invoice of your stay. Request your invoice upon check-out at the reception desk.

Services & other

Can I use Wi-Fi for free?
Free Wi-Fi is available in all Yays apartments 24/7.

Do the apartments have heating and/or air conditioning?
Amsterdam: All apartments have a thermostat that you can adjust yourself according to your own preferences. Air conditioning is not available in the apartments. Due to rules & regulations of the city, air conditioning is a rarity in Amsterdam.

'The Yays - Crane Apartment' is equipped with a heating and airconditioning system. However, these cannot be used at the same time. 

Barcelona: All apartments have a heating system and are equipped with air conditioning to cool down from the Spanish heat in the summer.

How many people can stay in the apartment?
The number of people allowed to stay in the apartment is indicated at the apartment information at the time of booking. It is not allowed to stay with more people in the apartment than indicated, for your own safety an that of others. Some apartments can only be booked for 2 adults and 2 children up to 12 years old. It is not possible to place extra beds in the apartments, with the exception of a baby cot.

Example: You have booked an apartment for 2 adults and 2 children (up to 12 years old). It is allowed to place an extra baby cot in the room for a child up to 3 years old (5 persons in total).

Exception: 'The Yays - Crane Apartment' can accommodate up to four guests. However it is not allowed to stay there with children under the age of 12 years old.

Do you provide extra beds?
We have a limited amount of apartments with a sofa bed in the living room. These sofa beds can be used as an extra bed. The use of the sofa bed must be requested upfront and confirmed by Yays. Use of the sofa bed can only be allowed when the maximum number of guests in the apartment will not be exceeded as per rules & regulations. It is not possible to place extra beds in the room, with exception of a baby cot for children up to 3 years old.

'The Yays - Crane Apartment' does not have a sofa bed and it is not possible to have a baby cot in there because it is not allowed to stay with children under the age of 12.

Do I need to bring my own hairdryer with me?
There is no need for you to bring your own hairdryer with you, so save the space in your luggage! In all Yays apartments, hairdryers are available for free.

Should I bring my own soap and shampoo with me?
Yays shampoo, shower gel and body lotion are provided. If you need extra, please contact the reception desk during your stay.

Are pets allowed?
No, unfortunately, the Yays apartments are not suitable for animals and bringing your pet is not allowed.

What kind of drinks are provided?
All of our apartments offer a Nespresso coffee machine, an electric kettle, and coffee, tea, sugar and milk powder to get you started for the day. 

Staying at 'The Yays - Crane Apartment'? We will provide you with a welcome basket full of delicacies and threats from our neighbourhood partners.

Should I bring my own bed linen and towels?
Good question! Don't worry about linen and towels, we got you covered. All apartments are provided with bed linen and one large towel and one small towel per guest. Please be kindly advised that your towels are only refreshed when you stay for 7 nights or longer. If you wish for extra towels and/or linen please contact your reception desk during your stay. Additional charges may be applicable.

Do you provide a daily cleaning service?
Yays offers serviced apartments. This means we offer you a lot of space and privacy that comes with your own apartment. A daily cleaning service is not part of this concept. If you are staying for longer than 7 nights, a complimentary weekly cleaning is included. Extra cleaning moments are available for a surcharge. Please contact your reception desk during your stay for more information.

Do you offer breakfast?
As part of our concept 'live like a local', we offer apartments with a fully equipped kitchen and refrigerator to prepare your favourite breakfast, lunch or dinner. Yays locations do not have a breakfast room or restaurant. We will happily direct you to the nearest supermarket, or if you don't feel like cooking, the best spots in the neighbourhood to treat yourself with the best breakfast the area has to offer. Additionally, we support the local entrepreneurs in the neighbourhood and you'll receive a neighbourhood guide with local tips from residents on where the best places to shop, eat, drink and visit, are!

Do you offer a different rate for adults or children?
Prices on the website www.yays.com are displayed per apartment, regardless of how many people are staying over. Please confirm the number of people before arriving, so we can make sure to not exceed the maximum number of guests and ensure your safety and that of other guests. 

What is your policy for children?
Some apartments can be booked for 2 adults and 2 children up to 12 years old. This means that these specific apartments are not suitable for 4 adults (12+ years old) as per rules & regulations. It is not possible to place extra beds in the apartments, with the exception of a baby cot for children up to 3 years old.

Exception: It is not allowed to stay with children under the age of 12 in 'The Yays - Crane Apartment'. 

Do you provide baby cots?
Baby cots are available upon request for children up to 3 years old. Please contact the local office (details above) to reserve a baby cot. Additional charges are applicable. Please contact your local office (details above) if you would like to reserve a baby cot for your apartment.

Example: You have booked an apartment for 2 adults and 2 children (up to 12 years old). It is allowed to place an extra baby cot in the room for a child up to 3 years old (5 persons in total).

Exception: Baby cots cannot be placed in 'The Yays - Crane Apartment' because it is not allowed to stay there with children under the age of 12.

Can I rent a bicycle?
Amsterdam:
 The best way to get around in Amsterdam is by bicycle! All Yays Amsterdam locations offer bike rental which can be requested upon arrival at the reception desk. The charges for bicycle rent are 20 euro's per day (including insurance). A deposit may be necessary.

Staying at 'The Yays - Crane Apartment'?: We will provide four bikes at 'The Yays - Crane Apartment' which you can use to discover the neighbourhood complimentary.