FAQ | acora apartment hotels


What is a serviced apartment?

Our serviced apartments combine the best of living and hotel. Great sleeping and living spaces, a kitchenette and plenty of room for your luggage offer you comfort and create a cozy feel-good atmosphere. In addition, you will enjoy a variety of hotel services such as our regular cleanings, free high-speed WiFi and much more.

What makes acora Living the City so special?

Our Serviced Living concept offers you many advantages. You have your own feel-good oasis with everything you need for a long-term stay. Smartly designed, fully furnished, in a central city location. And with attractive long-term discounts.

At which locations is acora Living the City available?

Currently, acora Living the City can be found in eight major German cities: Berlin, Hamburg, Bremen, Bochum, Düsseldorf, Bonn, Fürth and Karlsruhe. Further locations are already at the planning stage.

Before your stay

How do I book an acora Living the City Apartment?

You can always book quickly and relaxed at the best price via our homepage. By phone you can reach our reservation center at +49 40 6008080, where we are also happy to help you with any questions. Via e-mail we are there for you at apartment@novum-hospitality.com.

Do I need to pay a deposit?

When you move into our serviced apartments you do not have to pay a deposit. If you book a long-term stay, we will take your credit card details as an assurance. If there are any additional charges, we will consult with you before charging.

What is the minimum rental period?

Your minimum rental period is one day.

What is the maximum rental period?

Your maximum rental period is six months.

When can I check in?

On the day of arrival you can check in from 3 pm.

How does the check-in work?

Depending on the hotel, check-in takes place at the reception as usual or digitally. There are two options for online check-in:  

1) On the day of arrival at 15:00 you will receive an e-mail for direct online check-in.

2) You can conveniently use our self check-in terminal in the lobby. The system will guide you through the process.

When do I pay for my apartment?

For a stay of a few days, the agreed price is due at the time of check-in. If you are planning a long-term stay, you usually pay the installment for the first month no later than five days before check-in. Further installments are due at the beginning of each month.

What are my payment options?

Conveniently pay in advance by bank transfer, PayPal, SofortÜberweisung or credit card. Not all payment methods are available for the bookings at all times. Please read the reservation conditions when booking or ask our friendly reservation staff.

Can I cancel my reservation?

According to our cancellation terms, it is possible for you to cancel your reservation. You can find out more in our terms and conditions.

Will I receive a full refund if I cancel?

You will receive a full refund according to our terms and conditions within the specified period.

What amenities can I expect in my apartment?

Most of our acora Living the City apartments have a kitchenette equipped with a coffee maker, kettle and sufficient crockery among other facilities. For more details on individual equipment, please refer to the individual hotel's page on our website.

Is it possible to rent a parking space?

For an extra charge you can rent a parking space in almost all of our acora Living the City Apartments. When you make your reservation inquire if there is parking available and at what cost.

Are dogs allowed in the hotel?

Dogs are always welcome. Please note that only 1 dog is allowed per room. The cost is 15 EUR per dog per night. Companion dogs are free of charge.

During your stay

Can I extend my stay?

We will be happy if you want to extend your stay with us. Just talk to our staff on site or call our reservation center at +49 40 6008080.

What time do I have to check out?

On the day of departure check-out takes place until 12:00 pm.

Will my apartment be cleaned?

Of course, we will take care of the cleanliness of your apartment. The intervals of cleaning depend on the duration of your stay. If you stay for a few days, we offer daily cleaning. If you stay for a long time, the first cleaning will take place five days after your arrival. After that there will be weekly cleaning.

What are the “hosts” and what function do they have?

Our hosts function as modern concierge. They will take care of you during your stay in the hotels, where we do not have staff on site. They are at your disposal for any questions and concerns.

When and how do I reach the “host”?

You can reach our host either by email or phone. Find the contact details on the hotel's page on our website.

Is it allowed to smoke in the apartment?

No, smoking is not allowed in acora Living the City Apartments.

What do I do if I have lost my key card?

If you have lost your key card, our on-site staff will be happy to help you. Or you can have a new key card issued at the terminal in the lobby.

After your stay

Do I still need to pay?

For a short stay of a few days you can pay conveniently at check-out. For long-term stays you pay the first installment before arrival and further installments at the beginning of each month.

Can I get an invoice?

After your check-out you will receive an invoice (digitally or at the reception desk). It is also possible to get an advance invoice. Talk to us about this when you make your reservation. You can also specify a different billing address.

What do I do if I forget something in the acora apartment?

If you have forgotten something in your apartment, let us know as soon as possible. The best way to do this is to call your acora Living the City directly - we will be happy to help you.

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Our contact details

General questions:
Phone: +49 40 600 808 400
Email: info@novum-hotels.com

Reservation Center
Phone: +49 40 6008080
Mondays to Fridays from 08:00 am to 9:00 pm and Saturdays, Sundays and public holidays from 10:00 am to 6:30 pm.