YOU HAVE QUESTIONS? WE HAVE THE ANSWERS!
How do I make a reservation? Open or Close
Very simple, straight on our website. You will be guided by our secure online system, and once booking is completed you will receive a confirmation immediately. You can also send us an email at firstname.lastname@example.org, and we will be more than happy to assist you.
Is a deposit required to make a reservation?Open or Close
Yes, a deposit of 50% is required to make a reservation. The deposit is applied towards the total and the remaining balance is settled on the day of arrival, once guest is fully checked-in.
PaymentsOpen or Close
We accept Visa, MasterCard, Wire Transfers and cash as a method of payment.
Are there any potential extra or hidden costs?Open or Close
You will be charged the nightly rates and Standard New York City taxes. Help with your luggage, $10 (Take a look at - Does the building have an elevator?) and a later check-in fee of $25 for arrivals after 9pm (How does the Check-in Work?). That’s all! And if you break, you pay! Please take good care of your apartment.
What is your cancellation policy?Open or Close
In the event of a cancellation, we ask for a 2-week notice for process a refund - minus a $300 cancellation fee. If a cancellation is requested less than 2 weeks prior to arrival date we cannot guarantee you a refund.
Does the building have an elevator? Heavy Luggage?Open or Close
We are a pre-war building, meaning we are a walk up building. There is no elevator. No need to worry though! We can schedule someone to give an extra hand with your luggages. This service must be scheduled in advance, and there is an additional charge of $10 per check-in or check-out.
When I arrive, will someone be there to meet me? How do I get the keys?Open or Close
Yes, one of our greeters will be waiting there for you when you arrive. Because we send one of our friendly faces from our office, it’s really important we know your arrival time in advance (Yes, This is very important!).
If you are going to be running late, or early, please let us know as soon you can so that we can reschedule your arrival appointment. You will be receiving your personal greeter’s phone number with the reservation confirmation, so do please ring him/her up when you land.
Do we need to bring any form of identification?Open or Close
Yes, the lead guest will have to, so we can check their details against the booking record. So do please make sure the lead guest has brought along a driving licence or passport. If we don’t have this, you won’t be able to complete your arrival at the apartment.
Who is the ‘lead guest’ you refer to?Open or Close
The lead guest is the person who arrives at the apartment to stay. This person can be different from the one who made the booking, but you must let us know if that’s going to be the case when you book. One other thing – the lead guest must be over the age of 25.
How does the check-in work?Open or Close
Check-in time is 3:00pm. In order to make the process smooth for both of us, we ask you to please give our greeters a courtesy call or text upon arrival at the airport, to let us know you have safely landed.
A detailed email with all the instructions and contact information will be emailed to you upon reservation with greeters telephone and email.
There is a $25 late check-in fee after 9:00pm (must be paid in cash).
How does check out work? Open or Close
Check-out is 11am. At check-out, you will be asked to leave both sets of keys on the table, and just close the door behind you. You don’t have to wait for the greeter to inspect the apartment.
Can we leave our bags with you if we arrive a bit early?Open or Close
Yes. If you know that you’re arriving between 11:30am-2:00pm, tell us and you can choose to use our free bag drop service. The process is the same: we meet you at the apartment, settle the payment for the remainder amount of your stay and check ID, so you can then get the keys, drop your bags and then leave the apartment whilst we continue to prepare it. You can then return any time after 3pm. It’s a great chance to start exploring the local neighbourhood where you’ll be staying.
Do you offer an early arrival?Open or Close
Of course. We know that not all flights land at sociable hours. If you’re arriving between 5am–2pm, we can offer you an early arrival. In these cases we block the apartment off to all other bookings the day before your arrival, so we have enough time to clean and prepare it the night before your arrival. This is subject to apartment availability and charged at 75% of the cost of the nightly rate of your booking.
And if we need to, can we leave the apartment late?Open or Close
Yes, up until 8pm. This is subject to the apartment’s availability and will cost 75% of the nightly rate of your booking.
How well equipped are the apartments?Open or Close
All the apartments are fully furnished and ready to enjoy as you do your own home. They all come with cable TV, WiFi, iPod speakers, ACs, ironing boards, blow dryers, fresh and quality towels and linens. We also provide Organic Toiletries, such as: Shampoo, Conditioner and Soap. Our kitchens are all fully equipped with refrigerator/freezer, stove, oven, microwave, dishes, cutlery, pots & pans, a coffee maker, and of course, a dining table where you can enjoy it all!
Do we need to bring our own sheets and towels?Open or Close
Of course not! We provide you with all the clean sheets and towels you might need. Your bed will be freshly made before your arrival.
Are the apartments in safe areas?Open or Close
Our apartments are located in the most visited and policed area of Manhattan. Our building is also equipped with security cameras, and a keyless coding system that is often updated, for extra security.
Are all your apartments non-smoking?Open or Close
We want to give you some breathing room - All of our apartments are all strictly non-smoking. Smoking is prohibited in the building area as well.
Can we view the properties?Open or Close
TEN15NYC is an online booking company and we do not provide viewings of the properties. However, viewings may be arranged when the apartments are vacant – i.e. between bookings – to avoid disturbing current guests. Bookings are made on a first come first serve basis. Please contact us for further information.
Do you have a phone number?Open or Close
We are an online booking company. Our website and the FAQ section should answer all your questions. If your question is not addressed, please send us an email at: email@example.com We will provide you with a phone number during the reservation process.
How do we know TEN15NYC is a legitimate company?Open or Close
The company operates as broker offering fully furnished apartments, in full compliance with the New York City regulations and NYS law.
Terms and conditions, damages to hotel property.Open or Close
We kindly ask you to take care of your apartment like it was your own home, with love and care. We promise to do the same with you. In the unlikely event that something should be damaged during your stay, we reserve the right to the charge cost of rectifying damages caused by you to TEN15NYC's property or structure. Should this damage come to light after you depart, we reserve the right to charge your credit/debit card, or send you an invoice for the amount to the registered address. We will however make every effort to rectify any damages internally prior to contracting specialists to make the repairs, and therefore will make every effort to keep any costs that the guest would incur to a minimum.