Asked, Answered.
The short version of everything guests ask us. If yours isn't here, write to us and a person answers.
About us
What is Return Policy?
Return Policy keeps boutique residences looked after by our own team, including a 1927 hotel of our own on Broadway. The people who answer your questions are the people who hold the keys.
Which cities can I stay in?
Our featured cities include Toronto, New York, and Mexico City, and the portfolio keeps growing. The quickest way to see everywhere we're open is to browse the stays.
Who looks after the properties?
Our own team, every one of them. We don't use third-party managers, so the service you get is consistent and it comes straight from us.
What cleaning standards do you follow?
Every residence is professionally cleaned and sanitized between stays by our own trained team, to the same protocol across the portfolio.
Booking and payment
Do I book directly with you?
Yes. When you book here, you book direct with us. No middlemen, no resold listings, and when you need something, a person answers, not a portal.
When is my card charged?
Most stays confirm instantly, and your card is charged when you book. A few need a quick confirmation first. For those, we hold your card details securely, you hear back within 24 hours, and nothing is charged until your stay is confirmed.
What currency will I be charged in?
Prices on the site are shown in your chosen currency as an estimate based on the current exchange rate. The final charge is made in the property's own currency, so the amount on your statement can shift slightly with the rate at the moment of payment. The exact amount in that currency is always shown at checkout before you book.
What forms of payment do you accept?
All major credit cards, including Visa, MasterCard, and American Express. Every payment runs through a secure gateway.
Do you take a security deposit?
Most bookings don't need one. If a particular property does, we say so clearly at checkout before you pay.
Are there discounts for longer stays?
Yes. We keep special rates for extended stays. Write to our reservations team through the contact page and we'll put together a quote for your dates.
Can I book several rooms for a group?
Happily. Reach us through the contact page and we'll coordinate the rooms or properties you need.
Your stay
What happens after I book?
A confirmation email with your confirmation number arrives right away. Before you check in, we send the exact address and everything you need to arrive smoothly.
What are check-in and check-out times?
Check-in is from 4:00 PM and check-out is at 11:00 AM. If you need an earlier start or a later finish, ask when you book and we'll do our best.
How does check-in work?
Most properties are self check-in. Your access codes and directions arrive by email before you travel, so you can let yourself in whenever you land.
Can I make a special request?
Please do. Checkout has a special request field for things like early check-in, a crib, or allergies, and we'll do our best.
Already booked? Just write to us through the contact page.
Is there Wi-Fi?
Yes, complimentary high-speed Wi-Fi at every property. Login details are waiting for you at check-in.
Do the residences work for business travel?
They're built for it. Dedicated workspaces, reliable high-speed internet, and locations central enough to walk to your meetings.
Are the residences pet-friendly?
Some of them are. Use the search filters to see pet-friendly stays, or write to us and we'll find the right one for you and your companion.
Is there housekeeping during my stay?
Short stays are cleaned professionally before you arrive and after you leave. For longer stays we can arrange housekeeping along the way, so just ask.
Inside the residences
Are utilities included?
Yes. Electricity, water, gas, and high-speed internet are all in the price of your stay. There are no hidden fees.
What's in the kitchen?
A full one: stove, refrigerator, microwave, coffee maker, and the cookware and dishes you need. Each listing page has the exact list.
Is there parking?
It varies by property. The amenities section on each listing page spells out the parking options and any fees that come with them.
What is there to do nearby?
Our properties sit in central neighborhoods with dining, shopping, and culture within walking distance. Every location comes with a curated guide to the streets around it.
How is this different from a hotel?
You get the space and privacy of a residence with the service of a boutique hotel. Somewhere that feels local, run by people who answer the phone.
Policies and support
What is the cancellation policy?
Cancel at least 20 days before check-in for a full refund. Between 7 and 19 days before check-in, you receive a 50% refund. Within 7 days of arrival, the booking is non-refundable.
On top of that, bookings made at least 7 days before check-in come with a 24-hour free cancellation window, so you can change your mind the same day at no cost. Your confirmation shows the exact dates for your stay.
To change or cancel a booking, write to hello@returnpolicystays.com.
Who do I contact during my stay?
Us, directly. Your pre-arrival email carries the number for the local guest support team, and they're on hand throughout your stay.
How do you handle safety and security?
Every residence has secure keyless entry, sits in a safe neighborhood, and meets local safety regulations. Guest support is available around the clock.
How do I reach you?
Email, phone, or the form on our contact page. Call or text, whichever suits. A person writes back.
Everything is on the contact page.
Still Wondering?
Ask us anything. A person, not a portal, writes back within a day.