Frequently Asked Questions

How does check-in work?

One day prior to your arrival you receive detailed check-in information including your dedicated check-in code.

Is there a reception?

No, none of our residences have a reception.

Check-in and check-out times

Check-in is from 3 pm onwards, check-out is until 11 am.

Is it possible to arrange an early check-in or a late check-out?

Unfortunately, early check-ins or late check-outs are not possible. We might do an exception for a small fee, please contact us directly.

Where can I store my luggage?


Unfortunately, it’s not possible to store the luggage in the apartment. However, there are numerous storage lockers at every bigger train station (e.g. Wien Mitte, Wien Hauptbahnhof or Wien Westbahnhof). For details and prices, please check the following homepage: https://www.oebb.at/en/leistungen-und-services/gepaeckaufbewahrungn

Where can I park my car?

In Vienna parking on the street is not permitted. The Welcome Folder in your apartment suggests close parking spots. As a cheaper option you can use the “Park & Ride” (e.g. P & R Erdberg or Hütteldorf for € 3,40 per day).

Can I smoke inside the apartment?

No, we have a strict non-smoking policy. We will charge € 400,00 in case of violation.

What happens when I damage something?

Please inform us immediately about any sort of damage and send pictures to office@citystayvienna.at. Together we’ll find a solution to keep possible charges as low as possible.

Do you provide Wi-Fi?

Yes, we provide free Wi-Fi in all apartments. The residences are either a “Freewave” hot-spot hub or have a Wi-Fi router.

What shall I do if I can’t connect to the internet?

Freewave Hot-Spot: If your device doesn’t open the Welcome Page automatically, please search for freewave.welcome.at.
WIFI-Box: Please reset the box. Todo so, press the on/off button for 3 seconds and the device will restart.What shall I do if the TV doesn’t work?

Check if the TV is connected to power and turn it on and off again. If it still doesn’t work, please contact us.

What happens when I lose the key?

Contact us immediately. Please understand that we have to charge € 150,00 for replacement. If you call the key emergency-service all charges have to be paid by you.

What do I do with the keys at check-out?

Lock the apartment door and put the keys in your personal key box (it opens with your personal code) and rearrange the digits afterwards.

What shall I do when I forget my door code?

You can always find your door code in your emails. If you do not have access, please contact us and we can help you.

Is the final cleaning included in my price?

Yes, the final cleaning after your check-out is included in your price.

Is it possible to clean the apartment during my stay?

Yes, we can arrange an additional cleaning or a towel change for an extra fee. Please contact us directly.

How does the payment process work?

The full price has to be paid prior arrival via credit card or bank transfer.

Do you offer discounts?

Yes, we offer special rates for long stay guests and re-visitors. Please contact us directly.

Is it possible to cancel my booking?

Yes, of course you can cancel your booking. However, it might not be refundable. For detailed information and your personal situation, please contact us directly.

Is it possible to extend my stay?

Depending on availability we’re pleased to extend your stay for a couple of more nights. Please contact our reservations team directly.

Is it possible to have guests over?

You’re welcome to bring friends or family during daytime. However, overnight visitors and parties are strictly forbidden.

Can I bring pets?

No, pet animals are not permitted.

What shall I do when I left something in my apartment?

We store lost items for 14 days before giving them away. Please contact us.

Do you offer long-term stays?

Yes, we do offer long-term stays in our apartments. Please contact us for special rates.

Is it possible to get more Nespresso coffee tabs?

In your apartment, we provide Nespresso coffee tabs. You can purchase more Nespresso tabs at the Nespresso Boutique in the first district (Graben 10, 1010 Vienna) or at the supermarket around the corner.

Where is the next supermarket?

You will find exact the location of the next supermarket in your Welcome Folder.

What do I do in an emergency?

Emergency numbers in Austria:
Fire Brigade: 122
Police: 133
Ambulance: 144

Where can I get a doctor?

In Vienna, we have a “Doc around the clock”. Contact number: +43 664 144 9 144.