Frequently Asked Questions

If you've got a question about our services you might find it here! If not, please get in touch with us and we'd be more than happy to help.

How do I arrange for The Urban Butler to manage my property?

We’d love to hear from you about this. Please visit our Become a Host page for more information and book a free consultation.

What happens if I damage something in the apartment?

We understand that sometimes accidents happen. The most important thing is to let us know so we can sort it out. For minor breakages, such as a wine glass, we’ll cover this at our cost. For more significant issues, we take a bond as an authorisation hold on your credit card. We use this to cover the cost of any major damage, or to pay our insurance excess, whichever of the two is lower.

What happens if I need to cancel my booking?

Full details on our cancellation policies can be found on our terms and conditions page - You can find a link to this in our footer.

What happens if we go into a COVID-19 lockdown?

This is covered on our COVID information page - You can find a link to this in our footer.

How do I know the apartment has all the facilities and amenities I need?

As our properties are all privately owned, there is some variety in what each one offers—you can see full details of each by clicking on the listing you are interested in viewing, and scrolling down to the ‘amenities’ section.

What happens if I lose the key or get locked out?

Please contact our 24/7 customer service line on 021 502 001—we will arrange for access to the property ASAP. If outside working hours (Mon-Fri 9am - 5pm), an after-hours call-out charge will apply, in addition to the cost of replacing any keys and/or locks.

Do you offer discounts?

Yes! We offer a discount of 5% for any stay longer than 7 nights, and a 10% discount for a stay longer than 28 nights.

Can I get a late check-out/early check-in?

We’re more than happy to facilitate a late check out/early check-in wherever possible, please just contact us and we’ll do what we can to help! Typically, there will only be a charge if the time you wish to arrive or leave means we will be unable to rent the night(s) either side of your reservation to another guest.

Am I able to arrange a gift for a special occasion in the room on arrival?

We would be delighted to help you plan your special occasion! Please get in touch with us to discuss your request.

Does the apartment have adequate facilities to work from home?

All of our apartments have adequate space to work from home with a laptop. In addition, all apartments have high speed Wi-Fi and full kitchens to make your working stay more comfortable. If you have any specific hardware or equipment requirements please get in touch with us and we can either organise this for you or connect you with a local supplier.

Can bring my cat/dog?

Many of our properties allow pets. Please get in touch with us(link) to ask about your specific requirements.

Still can't find what you're looking for or need some questions answered?