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Frequently Asked Questions

Find answers to the most commonly asked questions about our properties in Amsterdam. If you do not find the answers you're looking for, please contact us for further assistance.

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  • What methods of payment do you accept as a booking deposit?

    We accept the following methods of payment:

    VISA and Mastercard.

    Unfortunately, we are unable to accept payment by any other form, eg cheque or bank draft.

  • I've made a booking and paid the deposit. When is the balance payable?

    In general the balance is payable upon your arrival. However, the precise payment terms may differ from property to property, so please be sure that payment terms have been clarified before you make the booking.

  • How do I pay the balance of my accommodation costs?

    The balance is payable direct to the property owner by VISA or Mastercard, or in some instances cash only. Please check the payment terms specific to each property.

  • Is a security deposit required?

    A discretionary security deposit is required upon check-in. This will be refunded within 14 days of your departure, and after inspection of the apartment(s), on the conditions that:

    (1) no damage to the apartment(s) has occurred, by any guest in the group.
    (2) no damage to any property has occurred, by any guest in the group.
    (3) no undue disturbance to other guests or residents has occurred, by any guest in the group.
    (4) no use of drugs has occurred in or around the premises of the property by any guest in the group.

    The security deposit can ONLY be paid by credit card (Visa, Mastercard or AMEX accepted), with the exception of privately owned properties where this payment must be made in cash. If the credit card does not belong to a member of the party staying in the apartment Amsterdam Locations will require the cardholder to complete and sign a form along with a copy of the cardholder's passport. Unfortunately guests who are unable to provide a security deposit payment cannot be accommodated.

    If damage or disturbance to other guests has occurred, the cost to the manager/owner of the damage or disturbance that has occurred will be retained from the security deposit, and the remainder returned to the guest(s) in the party. If this cost exceeds the value of the deposit, the manager/owner of the property (or stayAmsterdam) reserves the right to charge the excess to the guest's (or guests') credit card(s).

  • I've made a booking, but I now wish to cancel. Will I get the deposit back?

    We only list properties for rent, and are unable to issue refunds for part or all of the initial booking deposit. Please see the full Terms & Conditions for our cancellation policies.

  • I've stayed at a property but was unhappy with it when I arrived.
    Can I get a refund from you?

    We only list properties for rent - the upkeep of the properties and the description of the property on, are the responsibility of the property owners, and complaints should be made direct to the property owner in question.

    If you do not know the owner's contact details, send your complaint to us and this will then be forwarded to the property owner. Resolution of the dispute will take place directly between the property owner and you.

    Note however that we take any complaints regarding properties listed on seriously and would appreciate if you would email us at outlining the nature of your complaint and the property in question.

  • I'm interested in a property, but I would like some more information. Whom should I contact?

    Please fill out the General Enquiry Form on the Contact Us page, and a member of our staff will respond to your questions as soon as possible.

  • Is there a minimum night stay requirement?

    Most properties have a minimum stay of 3 nights. However, some apartments may be available for shorter stays. Please enter your dates to see what is available.

  • What are the check-in and check-out times?

    You can pick up keys and arrange the check-in at the office in Amsterdam City Centre or at Schipol Airport between 09:00 and 22:00, with the exception of privately owned apartments, whereby check in takes place at the apartment itself. If an early check-in for the apartment is requested and available the charge is €30 before 14:00.

    Check-in time can vary, but in most cases is available from 14:00-22:00. With the exception of a few select apartments, in which case please check your confirmation or contact our team for details. For all office based check in’s arrival after 22:00 the check-in will take place at the apartment and will cost €50. If you prefer to be met directly at apartment for a personal check-in this can be arranged prior to arrival and will cost €25.

    Full check-in details will be provided after booking completion.

    Unless otherwise agreed in advance, all apartments must be vacated by 11:00am and all keys must be left on the table on the day of departure, although prior arrangements may be able to be made for longer stays on departure date. If there is any delay in vacating the apartment beyond the agreed time, a full day's rental may be charged to you. The specific check-in and check-out details of each apartment vary.