Answers to the questions we hear most often — from booking to check-out and everything in between.
Book directly with us via WhatsApp or email. You’ll always get a better rate than Booking.com or Airbnb — no platform fees, no markup. Just message us your dates and we’ll confirm within the hour.
The easiest way is WhatsApp — message us your dates, the apartment you’re interested in, and number of guests. You can also email us at theurbanhanoi@gmail.com. We’ll confirm availability and send payment details same day.
Yes — we typically ask for a 30% deposit to secure your booking, with the balance due on arrival. For short stays (1–2 nights) we may ask for full payment in advance. We’ll confirm the details when you book.
We accept bank transfer, PayPal, Wise, and cash on arrival (Vietnamese Dong or USD). We’ll send you payment details when you confirm your booking.
Yes — for stays of a week or more, message us directly for a better rate. Monthly stays are particularly popular at The Urban Westlake. We’re happy to discuss rates for extended bookings.
We offer free cancellation up to 7 days before arrival. Cancellations within 7 days forfeit the deposit. For bookings made within 48 hours of arrival, full payment is non-refundable. We understand plans change — just message us and we’ll do our best to help.
Standard check-in is from 2:00pm and check-out by 12:00pm (noon). We’re flexible when possible — if you’re arriving early or leaving late, just let us know in advance and we’ll do our best to accommodate.
Yes — we can store your luggage before check-in or after check-out. Just let us know your plans and we’ll arrange it.
We prefer to meet guests in person — our team will be there to welcome you, show you the apartment and answer any questions. If you’re arriving very late (after 10pm), let us know in advance and we’ll arrange a smooth check-in.
Yes — just send us your flight details when you book and we’ll arrange a driver to meet you at Noi Bai International Airport. The drive to the city takes about 35–45 minutes depending on traffic. Prices start from around 250,000 VND ($10).
Grab (the local Uber) is the easiest and most affordable way to get around. Download the app before you arrive. For short distances, xe ôm (motorbike taxi) drivers are everywhere. Our team can also arrange private drivers for day trips.
We don’t have private parking, but there are parking facilities nearby at all three properties. Street parking is also available. We’d recommend using Grab rather than renting a car in Hanoi — traffic and parking are challenging.
Breakfast is included in the Train Street View Apartment and the King Lake View Room at The Urban Tranquil. The other rooms have breakfast available on request. We’ll confirm the details when you book.
Yes — all apartments have free high-speed WiFi. Vietnam has excellent internet infrastructure and our connections are fast and reliable — suitable for remote work.
Yes — all apartments have air conditioning. Hanoi summers are hot and humid (May–September), so this is essential. We’d recommend keeping the AC on at a comfortable temperature rather than very cold to avoid the temperature shock when you go outside.
Yes — all apartments include daily housekeeping. Fresh towels and linens are provided. If you prefer privacy and would rather opt out on certain days, just let us know.
Yes — several of our apartments accommodate up to 3 guests and are suitable for small families. The Train Street View Apartment and King Lake View Room are most popular with families. Let us know your group composition when booking and we’ll recommend the best fit.
October–April is generally the best time — cooler, drier weather and comfortable temperatures. March–April is particularly beautiful. May–September is hot and humid with occasional typhoons, but this is also when you’ll find the best deals and fewer tourists.
Vietnamese Dong (VND) is the local currency. USD is also widely accepted. ATMs are available throughout the city. We’d recommend withdrawing cash on arrival — many of the best street food spots are cash only.
It depends on your nationality. Many countries now qualify for Vietnam’s e-visa (apply at evisa.xuatnhapcanh.gov.vn) or visa-free entry. Check the current requirements for your passport before booking. We’re happy to help with any questions.
We reply within minutes on WhatsApp during Hanoi hours. No question is too small.