FAQ
General Questions
Payment
Additional Services
Arriving & Departing
Complaints
Contact Us
General Questions
Tell me about your company
Welcome-to-Russia is a Russian-American travel agency, which has more than 10 years
experience providing group and individual tours in Russia and former Soviet Union.
Our project "Welcome-to-Russia" specializes in apartment rental services in major
cities across Russia, Ukraine, Belorussia, Moldova and Latvia, such as Moscow,
St. Petersburg, Kiev, Odessa, Minsk, Chisinau, Riga and others.
Why do you think renting an apartment is better than staying at a hotel?
Apartment can make more sense and actually provide a better accommodation. It usually
offers more space than a hotel room, better privacy and the option to have guests
stay with you as late as you want. In addition, they are typically less expensive
than a standard 4-star hotel.
Staying in our apartments let you feel at home.
What class of apartment can I rent on your site?
We offer various sizes, locations and classes of apartments. Our extensive database
consists of 1 to 5 bedroom apartments and studios that range from standard to luxury
class. This helps our clients to find a comfortable and suitable accommodation based
on their personal requirements.
Do you own your apartments?
We have partnered with leading local real estate agencies to guarantee our customers
comfortable accommodation and offer a wide selection of apartments.
Payment
How can I pay for an apartment? Do I need to pay in cash?
No need to pay in cash! While many other companies only accept cash for renting
an apartment we accept online payments by credit card.
What will happen if I cancel my order?
When you order apartment through our company you agree with our Cancellation Policy.
- Cancellation of the order made between 14 calendar days and 8
working days prior to the date of check-in result in a $50 cancellation fee.
- Cancellations of orders made 7 or less working days before date of check-in
result in a penalty of one night’s stay fee.
- In case of non-appearance at the apartment at the dates of the approved order,
all charges paid for the requested services are not refundable.
Deposits for airport transfers and interpreting services are fully refunded if
cancelled any time before the check-in date. If these services are cancelled
after the check-in date, a refund will not be issued.
Visa support fees will not be refunded if the apartment reservation is cancelled
at any time for any reason whatsoever.
In case of any damage caused by the customer or his guests to the apartment’s
interior during the time of the customer’s stay at the apartment,
the compensation for such damage is covered by the customer.
I have registered on your site some time ago when I reserved the apartment for my
last visit to Ukraine. Should I register again if I want to reserve another apartment?
No, there is no need to register again. You should sign in with your login and password
and reserve an apartment. If you used our services before; you'll receive a 5% discount
for each order placed afterwards*.
* Discount applies to apartment booking payment only and does not apply to transportation,
interpreter and visa payments.
Additional Services
Do you have additional services?
We can offer you transportation service (airport - apartment; apartment - airport)
and interpreter services. We can also prepare a letter of invitation that is usually
needed to apply for a Russian visa.
Can you find me a professional interpreter?
Yes, we have interpreters / personal assistants who can provide translation services,
be your city guide and even help you plan your daily schedule.
I am planning to visit a city which is not on your list.
Please feel free to contact our customer service and we will help you to find accommodation
in the city you are planning to visit.
I want a personal driver or bodyguard. Can you provide such services?
If you need a personal driver, bodyguard or cook please contact our customer service.
We will check availability of these services with our local partners.
I will be in Russia on business and I need to be in touch with my partners. Internet
connection — is it available in your apartments?
Yes, Internet is usually available in our apartments. Simply inform our customer
service you would like to rent an apartment with Internet connection and they will
find proper accommodation.
What services are included in the rental charge?
Professional cleaning before your arrival and after your departure. Apartment cleaning
every 3-4 days if you stay longer than 4 days. Clean bed linens, bath towels, kitchen
towels, toilet paper and bathroom floor mats.
What are the arrangements about heating, water-supply and air-conditioning?
The charges for all facilities are included in the rental price.
Arriving & Departing
My train arrives early in the morning. What time can I arrive to the apartment?
Our standard practice is to check in the apartment after 14:00 (2pm) and checkout by
12:00 local time. Should you like to check in the apartment earlier or check out
later you will be required to pay 50% of the price of one night stay. Please inform
our customer service in advance if you plan to arrive before or leave after the
standard hours. We will check availability of the apartment for the time required
and make all the necessary arrangements.
How do I find the apartment?
The easiest and quickest way is to use our Transportation Service, which will take you directly to the reserved apartment reserved from your arrival point. You will be provided with the exact address of the apartment so you can take a taxi as well. If you experience any difficulties finding the place of your accommodation, feel free to contact our customer service by phone and we will help you locate your apartment.
What if my flight / train is delayed?
Our check-in managers work 24/7. If your arrival is delayed, for any reason, please
contact our customer service. Our local representatives will reschedule transportation
(if ordered) or make sure there is someone to meet you at the apartment at a later
time.
Complaints
Suppose I am generally dissatisfied?
We want you to enjoy your stay in our apartments and book with us again. Therefore,
your convenience and satisfaction are placed on top of all other objectives. We
would like to know as quickly as possible, if you are dissatisfied for any reason.
Suppose I don't like the apartment or it is unsuitable?
Descriptions for all lodgings are given on the website and it is your obligation
to ensure that the chosen apartment is suitable for you. If there is an inconsistency
between descriptions and apartment in reality, we will do our best to improve
the situation. We will be pleased to relocate you to another apartment available provided
that you pay the difference in price (if any). However, we want to ensure that you
enjoy your stay and accept the fact that it is not always possible to get a complete image
of an apartment from its description.
Contact Us
For any questions regards our Apartment Rental Service, don’t hesitate to contact us at.
+1 (866) 444-4691 (Toll-free US number)
+44 (20) 3239-4575 (UK number)
+7 (495) 937-4685 (Direct Moscow number).
Our business hours:
| Monday - Friday |
| Moscow Time | 10 am | - | 12 pm |
| GMT | 7 am | - | 9 pm |
| EST | 2 am | - | 4 pm |
| Saturday |
| Moscow Time | 12 am | - | 6 pm |
| GMT | 9 am | - | 3 pm |
| EST | 4 am | - | 10 pm |
E-mail: support@welcome-to-russia.com
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