Common questions

General

Clean bed sheets, a large towel and a hand towel will be provided before you check in to all tenants.

Elevators are available in all apartment buildings except at the following locations: Oslo – Solli, and Stavanger – Sølvberggata.

Smoking is forbidden in the apartments, balconies and common areas. In case of smoking a clean-up fee will be charged.

Most of our locations offer self-check-in and do not have a reception. Our customer service team is available daily from 9:00 AM to 11:00 PM by email and phone to assist you.

No, not beyond the starter pack that is in the apartment on arrival. You will, however, find a grocery store close by your apartment.

Some apartments have a private washing machine and dryer. For apartments without these, guests have access to a shared laundry room in the building (except at The Villa in Stavanger).

In the apartment

Clean bed sheets, a large towel and a hand towel will be provided before you check in to all tenants.

All our apartments have a kitchen or kitchenette, with the necessary facilities for home cooking. At The Villa in Stavanger, the Classic Double and Superior room categories do not have a kitchen but include a kettle, coffee machine, and mini fridge.

There is a hair dryer in all our apartments.

All apartments with a private washing machine include a drying rack.

All our apartments have either an iron and ironing board or a steamer.

We change linen and towels once a week for guests staying longer than 10 days. This is included as part of the weekly cleaning of your apartment. If you would like to request extra towels or linen for an additional fee, please contact us at post@vanderapartments.com

No, not beyond the starter pack that is in the apartment on arrival. You will, however, find a grocery store close by your apartment.

All apartments offer free Wi-Fi. The relevant username and password are always available in the apartments' home info.

Some apartments have a private washing machine and dryer. For apartments without these, guests have access to a shared laundry room in the building (except at The Villa in Stavanger).

No, the pantry is empty in the apartment, but there are grocery stores nearby.

Guests are welcome to let us know if any kitchen items are missing. We can provide additional items only if they are part of the standard inventory for your apartment type. Items that are already included or not part of the standard inventory cannot be supplied.

On check-in, the apartment will have hand soap and one set of towels per booked guest. Shampoo and conditioner are not provided.

Check-in & Check-out

No. Departure cleaning is always included in the rate. We kindly ask guests to leave the apartment tidy, run the dishwasher, and take out the trash before leaving.

Yes, late check-in is available at all our locations. You can check in from 3:00 PM onwards, at any time you wish after that.

In Oslo, Stockholm, Tromsø, Linköping and Stavanger you can store your luggage in our office building. Most cities do have train stations and ports with luggage storage.

Our standard check-out time is 11:00 AM. Late check-out cannot be guaranteed in advance and is subject to availability on the departure day. If available, it may be arranged at selected locations for an additional fee, with the latest departure time of 2:00 PM.

If you do not have the opportunity to check-in in yourself, you must contact us in advance at post@vanderapartments.com

We will send you an email with the address of your apartment the day before arrival.

Check-in methods vary depending on the location you book. Detailed instructions will be provided before arrival.

Standard check-in is from 3:00 PM, and standard check-out is by 11:00 AM.

The check-in time starts at 3 PM. Depending on your destination, how you receive your keys may vary. Most of our accommodations offer self-service check-in. You can either check in and receive your key via our VANDER App or check-in machine, or you collect your keys from our Key-Drop-Box. We will send you all the necessary information by email. Please get in touch with us to inform us of your arrival time.

Early check-in is subject to availability and cannot be guaranteed in advance. You’re welcome to share your arrival time with us, and we will do our best to accommodate an earlier check-in where possible.

While staying with us

All parties or events in our apartments are prohibited. It should be quiet between 22:00 and 08:00. In case of a breach of the rules, the tenancy agreement will immediately be terminated. Already paid rent and deposit will not be refunded.

We have a security company that assists our guests for emergencies outside our office hours. Please see the information in your apartment for details.

For stays of 10 nights or more, weekly cleaning includes fresh towels and linens and a light tidy-up of floors and surfaces. To help us, please clear food, drinks, trash, and personal items. Housekeeping does not move belongings, take out trash, or do dishes.

Contact us immediately at post@vandrerapartments.com, or by phone at +47 21 03 01 33. We’ll help you resolve the issue quickly and guide you to regain access to your apartment. Please note that a lost physical key or access card may incur a replacement fee.

For stays of 10 nights or more, weekly cleaning is included. Departure cleaning is always included in the rate, regardless of the length of your stay.

For stays of 10 nights or more, weekly cleaning is included. Cleaning usually occurs on a set weekday (Monday–Friday) depending on the address you are staying at, between 8:00 AM and 4:00 PM. Exact times cannot be guaranteed, and cleaning is not available on weekends.

We change linen and towels once a week for guests staying longer than 10 days. This is included as part of the weekly cleaning of your apartment. If you would like to request extra towels or linen for an additional fee, please contact us at post@vanderapartments.com

The username and password for connecting to the Wi-Fi can be found on the info sheet in your apartment. If you still experience issues, please contact customer service at post@vanderapartments.com

There are garbage rooms in connection with all buildings. You will find the information inside your apartment.

Please contact our office by e-mail: post@vanderapartments.com

Booking & Payment

Yes. If availability is not shown on the website, please contact us at booking@vanderapartments.com and we will check availabilty.

We have long and good experience with all insurance cases and have good cooperation with several insurance companies. If you need a temporary place to live due to water leakage, fire, refurbishment, or similar, contact us and we will arrange all the practicalities surrounding the tenancy directly with the insurance company.

Payment is made via our secure payment link. We do not accept cash payments. We operate with pre-payments, meaning for shorter stays the entire booking must be paid 14 days prior to arrival. For longer stays, a monthly payment can be agreed. Payment by invoice (except for contract customers) is not used unless it is an agreement.

If you have booked several apartments, we will try to place these reservations as close together as possible. Unfortunately, we can never guarantee for these kinds of requests.

Unfortunately, it is not possible to choose a specific apartment as you book an apartment category. Please let us know of any preferences when it comes to address, floor, etc. and we will do our best to meet your wishes.

If you want to extend it is important that we get notified in good time before the original check-out date. If we have availability extending your stay is no problem. Please contact us at booking@vanderapartments.com as we need it in writing.

Our 14-day cancellation deadline applies regardless of the circumstances. This means that if for some reason you are prevented from using your reserved apartment, you must contact your insurance company to find out if they cover the cost of your reservation for you.

A deposit of 5000 Kr may be reserved. Any deposit paid to VANDER Apartments will be paid back at departure. Costs related to damages or defects in the apartment caused by the tenant, and its visitors, will be deducted from the deposit.

You can book via our website or by contacting us by email at booking@vanderapartments.com

Yes, we have some apartments that are more suitable. Contact us at post@vanderapartments.com and we will help you out.

You can change or cancel your reservation free of charge up to 14 days before arrival. Cancellations after this period, or shortening your stay after arrival, will incur a fee equal to 14 nights from the cancellation date. Shortening your stay may also affect the nightly rate.

Yes. Since our beginning, we have worked well with several small and large companies. Contact us at booking@vanderapartments.com and we will tailor an agreement to suit your company.

Other

Pets are not allowed in most of our locations, as we aim to maintain an allergy-friendly environment for all our guests. At the following locations, a limited number of rooms allow pets for an additional fee: Trondheim-Solsiden, Stockholm, Norrköping, Linköping-City, Stavanger-Sirkus Renaa, Bergen-Altona. If you plan to bring a pet, please contact us by email in advance to check availability and fees.

Yes, all our apartments are close to a grocery store.

No. However, there are parking spaces with charging facilities nearby.

At Sirkus Renaa in Stavanger, we offer four meeting rooms suitable for everything from business meetings to weddings. For availability and pricing, please contact post@sirkusrenaa.no

Yes, our customer service is available every day from 9:00 AM to 11:00 PM. As most of our locations are unmanned, please contact us by email or phone if you need assistance.

Breakfast is not available at most of our locations. At our Kungsholmen property in Stockholm, you can add breakfast to your booking for an additional fee.

In some of our apartments we offer extra beds for an extra fee.

Yes, we offer some limited parking spaces, and there are parking facilities nearby, but they are not included in the total rate. Unfortunately, we do not have any parking spaces in Tromsø.

Vander App

You can check out online until 11:00 AM on the day of departure. Simply click the 'check out’ button in your booking info. Please remember to take out the trash before leaving.

The door's key reader pairs with your phone via Bluetooth. Place the backside of the phone flat against the reader on the door – a yellow light will flash on the reader which means the phone and lock are connected. (Note that it is vital that the backside of the phone is in direct contact with the lock). While still having the backside of the phone on the lock - press the round key symbol and wait for the green light on the reader on the door which indicate the door is open.

Apple Pay may appear when your phone's NFC detects a key reader nearby. Don't worry, it's just a prompt and won't initiate any payment. To dismiss Apple Pay, simply swipe up to return to your digital key. Alternatively, you can disable NFC in your phone's settings.

APPLE phones: Be sure to have “Location” and “Bluetooth” activated under the phone settings. ANDROID phones: Be sure to have “Location”, “Bluetooth” and “NFC” activated under the phone settings. - Remember it’s crucial to first hold your phone against the key reader, and then press the key button. - If you hold the phone too far away from the reader on the door, the door will remain locked. - Please be sure to be connected to our WIFI if you do not have any roaming activated on the phone.

You can check in online starting from 15:00 on your arrival day. Simply open the app, navigate to your booking info, and click the 'check in' button.

Yes, access can be shared with others staying with you. Please send us an email with the full name and mobile number (including country code) of the person you want to share the key with.