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All the answers to your questions

Booking

Which payment methods do you accept?

Our current selection of accepted payment methods includes all types of credit cards.

Are cleaning costs, towels and bed sheets included?

Yes, the total cost of your reservation includes the cleaning costs of the property at departure as well as bed sheets, towels and Nuxe toiletries in each bathroom.

In addition, when staying for more than 7 nights, guests will be provided with a mid-week cleaning service which includes a quick overall cleaning, change of towels and Nuxe toiletries refill.

If you would like an extra cleaning service during your stay, please contact us for more information on days/times, as well as costs.

What is your minimum length of stay?

Our minimum length of stay varies throughout the year, from 1 night in low season to 7 nights during peak times. Please check the minimum length of stay on our property listings directly.

Do you accept animals?

We love animals at Emerald Stay, however not all of our guests do unfortunately. We do not accept animals generally speaking, but we are happy to make an exception when possible. Please reach out to our team for any request.

Do you provide baby cots and high chairs?

Of course! Baby cots and high chairs can be provided for free. Please don’t forget to request them in advance so our on-the-ground team can make sure that everything is ready for your arrival. Baby cots bed sheets, however, are not provided.

Do I have to pay any deposit and if so, when will my deposit be released?

We will place a hold on the credit card provided during your booking. If there are no damages nor missing items upon departure, it will be released within 2 days.

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Stay

How can I access my property?

All of our properties are equipped with a digital lock. The day before your arrival, we will send you the code to access your property, as well as the exact address and GPS coordinates by both email and SMS.

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

You can check in from 4pm on the day of arrival and must check out by 10 am on the day of departure. If you would like to check in before 4pm and/or check out after 10am, please reach out to our team. We may allow an early check-in or a late check-out at an extra cost depending on the availability. Please note that some properties also have a fully-secure luggage storage available at an extra cost.

How can I contact Emerald Stay?

Our team is happy to assist you with any queries you may have before, during and after your stay. They are available via chat on our website, via phone at +41 22 551 01 11, via email at [email protected] and also on Facebook Messenger.

If you need any assistance during your stay, you can reach us via the tablet available in your property. Otherwise, you can also send us an SMS at +41 79 807 27 03, give us a call at +41 22 551 01 11 or simply email us at [email protected]

When will I receive the arrival instructions and exact address for the property booked?

All the necessary information will be sent to you 24 hours prior to your arrival by email and SMS.

Why do I have to do the online check-in?

According to French and Moroccan laws, it is now mandatory for any hotel to gather the details of all guests staying in their properties.

As per the General Data Protection Regulation (GDPR), Emerald Stay is not allowed to process any personal information to a third party. Therefore, all of your group members will have to complete the online check-in themselves. Once an email address will be provided, you will receive an online check-in invitation and so will they.

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