FREQUENTLY ASKED QUESTIONS
- What is the reservation process like?
- Cancellation policy?
- How do I pay?
- What time is check-in? Is it possible to schedule an early arrival?
- What time is check-out? Can I depart later?
- What is included in the unit?
- Is hypoallergenic bedding available?
- Is there parking?
- Are pets allowed?
- Is smoking allowed?
- What is the 24-hour hotline?
- What is the 'two night minimum' policy?
- When do I have to make a deposit? When must my final payment be paid?
- Do you offer any special discounts?
- Can I make a reservation over the phone?
- Who am I talking to on the guest services team?
- How do I contact someone for assistance?
What is the reservation process like?
- Click the “BOOK NOW” link in the top right corner
- Follow steps to search for availability, add extras, and enter guest info
- After clicking “SEND BOOKING REQUEST”, we will confirm your reservation in a timely manner
- You will receive a confirmation email with payment instructions and an invoice
- Once we receive your full payment, we will send you a welcome packet with guesthouse entry instructions and a 24-hour phone number
You can cancel at any time, but we can only refund half the total payment at the bottom of your invoice until 7 days prior to arrival. After that point, we cannot refund your payment.
How do I pay?
To pay for your reservation, visit the link emailed to you with your invoice. We accept American Express, Diners Club International, Discover, DinaCard, BCcard, MasterCard, and Visa. We do not accept any payments by cash, check, or money order. Also, we cannot accept any credit card information over the phone.
What time is check-in? Is it possible to schedule an early arrival?
Check-in is at 4PM. If you are arriving before then, it may be possible for you to place your bags in your unit and come back to check in at 4PM when your room is clean and ready for you. If you need to check in early, please contact us and we will try our best to accommodate an early check-in at 2PM. Additional charges will be applied and availability is subject to the status of your room and occupancy.
What time is check-out? Can I depart later?
Check-out is at 10AM. You can contact us to request a late check-out. Please note additional charges will be applied and that no check-outs past 12pm are permitted. We’ll make sure to do our best to accommodate your request.
What is included in the unit?
Our modern units come with incredible amenities. Each unit is equipped with GE stainless steel appliances including: refrigerator/freezer, oven, stove, microwave, sink, and dishwasher. Each kitchen has granite counter tops, a granite island with bar stools, and is stocked with a toaster, coffee maker, coffee, creamer, sugar, salt and pepper, paper towels, eating utensils, serving utensils, and pots/pans. Units also have a full shower/tub, toilet, bathroom sink, travel size shampoo/conditioner/shower gel/body lotion, and an in-unit washer and dryer. All linens are provided, including towels, sheets, and blankets. Additionally, you will find a queen-sized sleeper sofa, arm chair, coffee table, a flat screen television with full surround sound and cable TV in the living room. Bedrooms are furnished with a queen bed, dresser, night stands, and lamps. If you have any questions about room specifics, do not hesitate to contact us!
Is hypoallergenic bedding available?
Hypoallergenic bedding is available upon request. Please indicate your request for hypoallergenic bedding in the "Extras" section during the booing process or contact us with your request prior to your arrival.
Is there parking?
Yes, and it comes free with your reservation! Each unit is guaranteed one covered parking space, located on the ground floor of the parking structure directly behind our guesthouse.
Are pets allowed?
We do not allow pets in our building, unless it is a service animal.
Is smoking allowed?
Smoking is prohibited on the premises including our garage, balconies, patios, and entryways. If you must smoke, we ask that you do so off the property.
What is the 24-hour hotline?
The telephone number provided with your check-in information is for any assistance you may require during your stay. In non-emergency situations like requesting extra towels or more soap, a Flats team member will assist you between 9AM-9PM. Only emergency calls can be handled at night between 9:00PM and 9:00AM. Emergency problems include inability to access the building or your unit, something in your unit is non-functional, etc. All life-threatening emergency calls should be directed to 911.
What is the "two night minimum' policy?
Our 2-Night Minimum Policy applies to weekend reservations made either Friday or Saturday night. We ask that you reserve at least two nights if you wish to stay with us on either of these days. This policy does not apply to reservations made for Sunday through Thursday nights.
When do I have to make a deposit? When must my final payment be paid?
A non-refundable deposit of 50% of your reservation total must be paid within 72 hours of making your reservation. The rest of your payment is due 14 days before your arrival. Failure to pay your deposit or the rest of your payment within the stated period may result in losing your reservation.
*Last minute reservations with an arrival within 7 days must be paid in full within 72 hours.
Do you offer any special discounts?
Can I make a reservation over the phone?
We do not take reservations over phone. From experience, we have found that keeping track of reservations is much easier and more reliable over email correspondence.
Who am I talking to on the Guest Services Team?
As we are sure you’ve read, The Flats is managed by students at Loyola University Chicago. The Guest Services Team is a group of 4 full-time undergraduate students who are superb at managing being full-time students and providing our guests with exceptional customer service. They greatly appreciate your patience in making a reservation at The Flats at Loyola Station! Find out more about us here.
How do I contact someone for assistance?
Serving our guests is our number one priority. If you wish to speak with a team member, you can email us at email@example.com. This email is monitored 7 days a week. You can also call us at (312) 508-0200 Monday through Friday from 9AM-5PM. Please don’t hesitate to reach out to us if there is anything we can help you with!