FAQS
To help you best prepare for your experience, we've put together answers to the most frequently asked questions.
Do not hesitate to contact us for more information.
Arrival and departure procedure
What is the check-in time?
The check-in time is 3pm but if the apartment is ready sooner we will be happy to welcome you.
The day before your arrival, we will let you know when the apartment will be available.
What is the check-out time?
Departure must be done before 11 am.
Cancellation and refund
How do I make changes to my reservation after confirmation?
Our cancellation policies do not allow for changes to reservations.
However, we invite you to contact us at the following address: booking@thelander.com and our teams will do their best to help you.
What are the cancellation terms?
We offer several cancellation methods, specific to rates. You can find them on the reservation page, by validating your choice of dates of stay.
It is important to note that any amount paid is non-refundable.
General information
How do I get to the apartment?
We have implemented an autonomous arrival process with instructions that will be provided to you prior to the scheduled date.
On prior request, we can organize a physical reception.
You can also request a premium service, for a private driver to drive you and accompany you to the apartment.
Are pets allowed?
No, pets are not allowed in our apartments.
However, we still invite you to contact us.
Will the apartment be cleaned during the stay?
Yes, daily cleaning is provided in the apartment throughout your stay.
To change the towels, you simply have to put them on the ground.
If you do not want cleaning, please let us know.
Can I park near the apartment?
We do not have a parking lot specific to the apartment.
We invite you to refer to the EasyPark application which will allow you to find a location closest to your accommodation: https://www.easypark.com/
Can I smoke/vape in the apartment?
It is strictly forbidden to smoke and vape inside the apartment as well as in the common areas.
If this is not respected, we will charge a fine of €300.
Can I access the internet from the apartment?
Each apartment is equipped with a free Wi-Fi network and is available for guests.
How can I contact THE LANDER?
Our reservation office is open from 7 am to 11 pm, 7 days a week.
You can reach us by phone at + 33 (0) 1 87 46 98 98 or on the app chat.
Is a hotline available in the evening?
In case of emergency, you can contact us on the number + 33 (0) 1 87 46 98 98.
Important: you must press 1 if your call is made outside of office hours.
How do you deal with potential damage?
In the event of damage to the apartment, the corresponding amount will be deducted.
Do you have baby cots and high chairs on site?
Yes, only on request.
Booking terms
What are the accepted methods of payment?
Our booking page is connected to Stripe, which accepts the following cards: Visa, Mastercard, Mastercard, Amex, Maestro, Discover, JCB and Diners Club International.
We can accept an alternative payment system if the start of the reservation is in more than 10 days. In this case, we invite you to contact us at the following address: booking@thelander.com
Is it possible to get an invoice for my transaction?
Yes, an invoice can be sent upon request.
What is the minimum length of stay required?
We have a dynamic management calendar, which varies the price as well as the minimum length of stay.
The minimum may vary from 1 to 3 days, depending on the dates chosen.
Is there an age limit for renting a THE LANDER apartment?
The rental of our apartments is reserved for people aged 18 and over.
What documents are required to rent an apartment?
Please provide us with a copy of your ID before your arrival date.
Providing your ID is not mandatory for bookings made via the Airbnb site.
Is the transmission of my identity document via the application secure?
The security of your data is our main concern.
Rest assured that sending your ID via the app is secure and that we treat this information with the utmost confidentiality.
After you leave, your ID will be erased from our system, ensuring that your privacy is protected.
Do you have to leave a deposit?
We use the secure online service Swikly which allows you to pay your deposit online without affecting your bank limit.
This system does not withdraw or block any money from your account.
However, this system does not work with all countries.
In the event that you are unable to leave the deposit with your card, it may be requested in cash or by bank transfer.
The concierge
Does THE LANDER offer a private driver service?
Yes, you just need to make a request to us a maximum of 24 hours before your arrival.