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Guest FAQs

General Property Information

  • What time is check-in?

    Check-in time for our New York City properties is at 3PM EST and for homes outside New York City is at 4PM EST.

  • What time is check-out?

    Check-out time for all properties is at 11AM EST.

  • Do you allow early check-in and late check-out?

    We will be able to tell you a couple of days before check-in and a day prior to check-out based on our calendar and schedule. Of course, we'll do our best to make it happen, though!

  • What is your age restriction?

    You have to be at least 21 years of age to book the room. This doesn't apply to the rest of your group and thus applies to the person who booked the reservation.

  • Do you provide free parking for your New York City properties?

    We do not have a dedicated parking space for our apartments and homes in New York City. There is street parking available on a first-come, first-served basis. We highly recommend checking Parkopedia.com for additional parking options.

  • Do you offer military discounts?

    Yes, we offer a military discount of 10% towards the total nightly rate.

  • Can I request for additional housekeeping?

    Yes, we have housekeeping services are available upon request and is subject to additional costs.

  • Do you have high-speed internet connection?

    Stay connected during your stay with our high-speed internet wifi connection for up to 75Mbps.

  • Do you offer luggage storage?

    We don't have a secure location to keep your bags before arrival. We highly recommend Luggage Heroes or Vertoe as additional luggage storage options.

  • What is your smoking policy?

    All our properties are non-smoking. We do not allow smoking inside the apartments and homes and within its estate and premises.

  • I'm having troubles making an online reservation.

    If you're having issues making a reservation through our website, please feel free to contact us. We can be reached by phone at (516) 266-2700.

  • Can we have mails and packages delivered to the property?

    We're sorry, however, we don't allow mail and packages to be delivered to any of our properties. We highly recommend that you have it shipped to a nearby pick-up location.

  • Do you provide supplies for the stay?

    All of our properties are self-catering. We do provide the initial supplies for your stay.

Account & Support

  • How do I update my guest information?

    You may reach out to us via email at guest@ep-mg.com or call us at +1 (516) 266-2700.

  • What payment methods are accepted?

    We accept credit or debit card payments only. We do not accept prepaid credit cards like Chime, Apple Pay, etc.

  • Do you need documents to confirm the reservation?

    Yes, we do require a completed pre-check-in form where we would require a signed rental agreement, a photo of the main guest's ID, and a photo of the credit card used for the reservation through a secured and encrypted portal.

  • Can I book on someone else’s behalf?

    Yes, you can book the reservation for someone else. For guests using another person’s credit card, a Credit Card Authorization Form (CCAF) will be required.

  • Do you collect security deposit?

    Yes, we require a security deposit that is authorized towards the card provided in the pre-check-in form. This is collected 2 days prior to arrival and is fully refundable considering no damages were made to the property. Please note that it may take 3 to 10 business days (depending on your bank) to reflect back to your account.

Change & Cancellation

  • Can I cancel my reservation?

    You may cancel the reservation in accordance with Elevate Properties' cancelation policies as stated during the reservation process. Please find the cancelation policy below: · If the guest decides to cancel 30 days or more prior to the check-in date, the guest is entitled to a 100% refund. · If the guest decides to cancel between 30 days to 14 days prior to the check-in date, the guest is entitled to 50% of the total amount of the reservation. · If the guest decides to cancel within 14 days prior to check-in, the payment is forfeited.

  • Can I change my reservation?

    You may alter the reservation in accordance with Elevate Properties' policies as stated during the reservation process. Please note that certain modifications to the reservation may result in a change in rate.

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