Frequently Asked Questions

Questions we get frequently from our guests.

Accommodation – Type of rooms / Facilities / Services 

I want to order something on the Internet/ I expect mail(parcels), what address do I give?

If you are expecting mail or parcels, please send us a written power of attorney  per e-mail so that we may receive them on your behalf. 

Please enter the following delivery address  



(guest name/guest house)  

Carl-Thiersch-Str. 2 c  

91052 Erlangen  


We will contact you per when you can pick it up at our office.    

Our opening hours are: Mo-Fr. 08.00 a.m.  - 05.00 p.m.

I need a Taxi, how can I arrange it?

We are glad to arrange a taxi/cab for you, just call +49 171 8081260 or you can contact our corporate taxi at +49 172 8144944 or the cab center  Erlangen at +49 (0)9131 19410.  

How many people can stay in a single Apartment (premium apartment)?

Premium Apartment at our med Apart and first Apart are single use only. You can stay with max. 2 persons in a premium Apartment at our historic Apart and east Apart 

What type of apartments/beds do do you offer in your guesthouses?

historic Apart

premium Apartment (single Apartment)
1,40 x 2,00 m 


first Apart

Premium Apartment (single Apartment)
1,20 x 2,00 m 

first Apart

Deluxe Apartment (double Apartment)
2 x 0,90 x 2,00 m 


med Apart

Premium Apartment (single Apartment)
1,20 x 2,00 m 


east Apart

Premium Apartment (single Apartment)
1,40 x 2,00 m 

east Apart

Deluxe Apartment (double Apartment)
2 x 0,90 x 2,00 m

Is it possible to order an extra bed/ baby cot and how much will it be?

There is only a possibility to get an extra bed (sofabed) in our Deluxe Apartments at the first Apart or east Apart. The rate is EUR 20,00 per night.  

It is possible to get a baby cot in all guesthouses free of charge.  

Just let us know by sending an e-mail. Please note that any type of extra bed or baby cot is upon request and has to be confirmed by the accommodation after your reservation. 

Is there a laundry room?

All our guest houses offer a laundry room with a washing machine and a tumble dryer free of charge. 

Do you offer a daily service cleaning?

Please note that we do not offer a daily cleaning service, but we are happy to book a cleaning service for 30.00 € per cleaning. Just contact us in straiv any time using my message to BOOK-IT or feel free to send us an email.

Reservations with a staytime longer than 14 nights will get an obligatory weekly service cleaning for 30,00 € per cleaning.

Can I book a parking space?

No problem, we can add a parking lot of 5,00 € per night on your reservations.  

Don't hesitate to contact us at any time using my message to BOOK-IT.

Are pets allowed to stay with us in the Apartment?

There are NO pets allowed in all our guesthouses.

Where do I find the garbage room?

Please bring your garbage and empty bottles (glass and plastic) to the garbage house.   

Pollution that exceeds a "normal level" will be charged separately by us.   


historic Apart and first Apart  

You will find the garbage containers in a separate garbage facility, to the right of the main entrance of first Apart.  


east Apart  

You will find the garbage containers in a separate garbage room to the right of the back entrance.  


med Apart   

You will find the garbage containers in a separate garbage house. Leave the back entrance and walk to the right towards the end of the building.

Accommodation – Pricing 

Are the rates on your website per person or per apartment?

The price is always per apartment/night. 

Are fees and taxes included in prices?

Yes, all fees and taxes are already included. 

Booking process 

Can I book an apartment for a day use?

Unfortunately it is not possible to book an apartment for day use only.The minimum you may reserve is for 1 night. 

How many rooms can I book at once?

You can book  a max of 10 apartments as are available for a selected period via our homepage. For a group reservation please contact us directly at: 

I made a reservation but did not receive any confirmation. What should I do?

Before finalizing your reservation please double check your email address because a mistake in the email address is the most common reason why our clients do not receive their confirmations. In some cases, our emails can also end up in the “spam folder” so please check it as well. In any case, please try to contact us via e-mail as we will be very happy to assist you and solve the problem as soon as possible. 

Can I book your services by telephone, e-mail or fax?

Unfortunately not. If you wish to make a booking, please fill in the order form on our website. 

How do I know that my reservation is confirmed?

After completing and sending us your order form, you will get an automatic email containing your reservation number which contains all the vital details (address of your hotel, contact phone numbers and other instructions). In case that you requested in your order form any special requests – ie. extra bed, non smoking room, parking etc, please always double check with the hotel directly that they noted your request and are able to arrange it for you. 

How do I book accommodation?

Booking is possible only by completing the reservation form on our website. Please, select the dates of your stay and type of rooms you have chosen. The system will show you the price for the accommodation (always check the room conditions). If you agree with the total price and the booking conditions, just click on the blue button "Book now" and the reservation form will be shown up. Once you finish the order form and click on the button "Book now", your reservation will be confirmed shortly to your email address. 

Payment / Credit card guarantee 

Do you offer special discounts e. g. for travel consultants or airline employees?

No, we do not. According to our great co-cooperation with our business partners we provide the best available rates so the discounts are already included. 

How do I get my invoice?

Please note that your invoice is sent automatically via e-mail at 10.00 a.m.on the day of departure. Therefore we need your email address in advance. 

Can I split my invoice and pay with a different credit card?

All requests regarding the invoice should be announced directly at check-in. If you have questions afterwards, get in touch with

Can I make a reservation without a credit card?

Generally a different credit card or payment by cash should be announced directly at check-in. 

Can I use a different credit card for guarantee and for the payment?

Generally a different credit card or payment by cash should be announced directly at check-in. 

When do I pay for my accommodation?

It depends on the duration of your stay. In most cases you will pay directly at the guesthouse during your check-in. However, there are some exceptions - for example long term stays. 

Do you require any deposit or payment in advance?

Generally no deposit or prepayment is requested.  

What types of credit cards can I use to guarantee my booking or payment?

We accept following payments 

American Express, Visa, Euro/Mastercard, Maestro, EC-Card 

By knowing your payment information, we process contactless / online payment of your stay 

Is it secure to send my credit card details?

Yes, it is absolutely secure as we are using encrypted SSL protocol in all our booking forms. This is the latest, most secure technology that encrypts all the details provided in the order form including your credit card details.

Why do you require my credit card details for bookings?

Your credit card details are required as a guarantee for your reservation in case of late cancellation or “no-show”. Also please note, that if you book a Non refundable rate, this type of rate has special conditions and can not be canceled free of charge anymore. Please always double check the payment and cancellation policy of the rate you are interested in before you proceed with the reservation. 

Change of a booking / Cancellation 

How do I know that my reservation is canceled?

When your reservation is canceled, you will get a cancellation confirmation from us.  

What is the cancellation policy?

Please find the individual cancellation policy in your booking.

How do I change or cancel my booking?

Please send us an email to cancel your reservation ( or cancel your booking directly through your account on our website.

Check-in / Check-out 

Can I do a self check-in?

Yes, we will gladly deposit your key in a steel safe that is located outside of the building. You find the key safe for the east, first and med Apart in front of the building at the entrance. The guests of our historic Apart can find their key in the safe at the entrance of first Apart just on the other side of the yard in Carl-Thiersch-Straße 2D.

We will provide you with the information and the PIN for the key safe after you submitted the digital registration form and a valid credit card number.

See a video on our quick self check-in here: Check-In Guide

What is the check-out procedure?

On the day of departure you only have to leave the key button on the kitchen desk and put the green door hanger on your apartment door, so we know, we can start cleaning.

Please note that your invoice is send automatically via e-mail at 10.00 a.m.on the day of departure. Therefore we need your email address in advance.

How do I Check-In?

We ask you to send us your estimated time of arrival since we don't offer a permanent front desk at our properties. 

On your arrival at our guesthouse please press the button House Manager or call +49 (0) 1718081260 

You will receive your key medium directly at the guest house from one of our employees. 

For Self-Check-In see the related article in the FAQ.

Can I get a late check-in?

Yes. Please see How do I use the self Check-In in the FAQ.

At what time can I check-in / check-out?


02.00 p.m. - 10.00 p.m. 


Until 10.00 a.m. 


In order to minimize the check in time onsite we ask you to fill in our digital registration form in advance, you only need your reservation number. 

historic Apart 

first Apart 

med Apart 

east Apart 

Technical problems 

What happens if I am locked out?

If you have locked yourself out of your apartment, please contact us and ring the Button House Manager or call +49 (0) 171 8081260.  It might be possible that you have to pay a service fee up to EUR 50,00. The amount is to be paid immediately in cash. 

The wifi / internet is not working.

Please follow the instructions on the folder in your apartment to get access to the wifi. 

If you still have some problems with the wifi, fill in this form so that we may solve the problem as soon as possible.

The stove is not working.

Please switch on the cooker hood on level2 and turn on the light above the stove to get power on the stove. 

How do I get electricity in my apartment?

In east Apart, first Apart and med Apart, you need to insert your key button into the box next to the door, in order to activate electricity. Please also take it with you when you leave the room. Locking yourself out might cost you an extra 50 EUR.

Lost and found 

I lost something in my apartment after departure what can I do?

Please send us an email with your matter, we will check it and reply to you. 

I lost /damaged my key button what can I do?

BOOK-IT must be notified immediately of the loss of the button/key.  In case of damage or loss of your button we will charge you 50€ as a replacement. Our staff is entitled to collect this amount immediately.