Guest FAQ & Policies

 

about us

What is Locale? Is this a hotel?
We're a little different than a hotel and not quite like an Airbnb. It’s truly it’s own experience. Locale partners with amazing apartment communities, furnishes and curates unique apartment homes that you can rest in during your stay! It’s like being at home, but when you're on the road. You’re free to self check-in, we leave you to explore or rest or work on your own terms; and while we may seem out of sight, you’re never off our minds and we’re here 24/7 for anything you need.

Is staying in my Locale apartment truly like staying at home?
We hope so! We try to provide you with enough amenities that this truly can feel as a second home for you! We provide comforts such as: comfortable mattress and soft bedding, towels and extra linen, in-unit washer/dryer, space-saving and sturdy clothes hangers, HDTVs, Roku, Netflix, hi-speed internet and more, Nest thermostats, hair dryers, bath amenities, iron/ironing board, a fully equipped kitchen, and more!

This will be my first time in your city. Any recommendations?
We have plenty! Locale specialists are experts in each city, drawing from their own experiences and love of the cities! Contact us directly for personalized recommendations and get ready to experience the city better than a guidebook could show you!

I’ll be there on business and need some things delivered to me. How can I have these mailed?
Locale guests can have packages mailed directly to them! Once delivered, most units have a designated package locker in which a code is e-mailed to you and you can pick up at your convenience. In some cases, we can help coordinate a package delivery to your front door. At this time, postal mail is unavailable for delivery. Have a specific question or mailing need? Reach out to us!

These apartment buildings look incredible! Can I use everything that’s offered?
Yes! We love our apartment partnerships! Most buildings offer luxury swimming pools (some rooftop!), BBQ areas, fitness centers, business centers, and clubhouses. Please refer to specific location pages for what’s included in your stay! You can even lease at the apartment complex if you really like it!

Interested in reserving a clubhouse or pool for a private function during your stay? Contact us and let us help reserve that for you!

Sounds like I get so much in my stay! Is there anything I can’t do?
Locale asks that our guests refrain from smoking and having any parties. All of our Locale apartments have a zero smoking and parties tolerance. Locale apartments are located in neighborhood communities and we ask that our guests respect the community quiet hours and smoking restrictions. Any violations of these policies may result in fines and/or eviction.

 

RESERVATION POLICIES:

Guests booking rooms must provide valid, government-issued photo identification within 24 hours of booking confirmation. Only guests 21 or over with photo identification are able to book a room. Anyone under 21 must be accompanied by an adult. Only confirmed guests are permitted to be in the rooms or anywhere on property. 

What if I need to cancel or adjust my reservation?
We understand, life happens! Locale grants our guests a 3 week non-refundable cancellation period. When booking on other channels, you may encounter stricter cancellation policies. Please review their specific policy before booking.

This sounds great! How do I book?
We’d love to host you! Find your ideal location by browsing our offerings and book directly online. Your reservation is automatically confirmed. Have a question or don’t know which location to stay at? Call us and let us help you! Locale specialists are standing by to assist you 24/7!

Where are you located?
Currently, we are in Austin, TX. Don’t worry, we may be coming to your city soon!

Will someone be coming daily to clean?
Your stay with Locale does not include daily cleanings, however we’d be happy to schedule any cleanings for a fee. Let us know when booking if you’d like to schedule any mid-stay cleanings!

 

CHECK-IN (3pm) and CHECK-OUT (11am)

How do I enter my apartment?
We will send you electronic instructions on how to access your apartment as well as information on parking. Then, around 12pm on the day of your arrival, you will receive your specific codes to collect your keys and head up to your apartment to relax!

Is parking included?
Parking is included at some of our apartments and others have a fee, depending upon the location. The booking information will contain any parking rates.

What time can I check-in? What time do I have to leave?
Check-in begins at 3pm for all Locale locations! We ask that you check-out by 11am to allow our team to prepare the apartment for our next guest. Please inquire individually about availability for early check-in/late check-out.

Can I store my luggage after I checkout?
At this time, we do not offer luggage services. Any bags left in the apartment after check-out time are subject to a $50 per bag fee.

Where is your front desk located?
Locale is unique in that we allow our guests the freedom of self check-in! We do not operate a traditional front desk and opt instead for you to choose when you’d like to check-in. You’ll receive all your codes and instructions before you arrive. Simply, follow along and you’ll reach your apartment with ease! Please note that the leasing office on-site is not equipped to answer all Locale inquiries. Have a question or a concern? Reach out to us directly! We’re available 24/7!

If you don’t have a front desk, how do I check-in?
We get it, it’s a new experience not to show an ID and get a key at a front desk. But don’t worry, we’re with you every step of the way! Before your check-in date, a Locale specialist will be in touch with you to collect your photo ID and any paperwork that is required. We’ll handle your booking personally and be your direct contact!

Will I know which specific apartment I’m staying in before I arrive?
For our guests’ security, we do not give out specific apartment units before arrival. On the day of check-in, you’ll receive an email from us with your apartment number, access code and key information!

Is there anything I need to do to check-out?
Well, first of all, we hope you enjoyed your stay! Each apartment is a little different, but we’ll send you an email with check-out instructions the evening before you leave!

 

FACILITIES:

All apartments, balconies, common spaces, and public areas on property are 100% non-smoking. A $500 USD cleaning fee will be charged to any guest who violates this policy.

 

SPECIAL REQUESTS:

Are you pet friendly?
We love pets of all shapes, sizes, species! However, some of our apartments are located in buildings that may have restrictions on breeds, size or have a no-pet policy. Please inquire before booking to see if your apartment is fur (or fur-less) friendly!

Can we request extra rollaway beds, cribs, etc?
We certainly do our best when it comes to requests. All of our listings will show how many persons each apartment can sleep, if it has an extra bed, etc. If you have a specific request, it’s best to reach out to us directly.

What if we have a maintenance or other emergency during our stay?
If you experience any sort of emergency (loss of power, water leak, lock out, etc) please call us immediately! We have a manager and response team on standby 24/7 to help!