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YOUR SERVICED APARTMENT HANDBOOK
WELCOME Congratulations on your Micron internship BridgeStreet is honoured to host you as our guest during your stay We have designed this handbook to assist in managing the expectations of your serviced apartment experience and to guide you through the key aspects of your stay If you require urgent assistance with your apartment please call BridgeStreet on 4 4 0 2 07 79 2 2 2 2 2
This handbook covers the following topics Internet Insurance Booking Confirmation Arrival Experience Housekeeping Service Maintenance Support Utilities Guests In Your Apartment BridgeStreet After Hours Support Damage Departure Premier Service Please read through this handbook prior to your arrival to ensure you are fully prepared for your stay If you have any questions regarding your stay please do not hesitate to reach out to your BGRS Consultant and BridgeStreet Guest Experience Coordinator If you require urgent assistance with your apartment please call BridgeStreet on 4 4 0 2 07 79 2 2 2 2 2
PRIOR TO ARRIVAL Internet Wireless internet is included in your apartment All log in details are provided in your apartment upon arrival Some internet services may slow down after a certain amount of data is used BridgeStreet or your BGRS Relocation Consultant we want to make sure the internet service offered works for you If you have any questions regarding your internet service please reach out to before booking On some occasions the temporary living package offered may not include internet This will be clearly communicated Insurance While all necessary steps are taken by BridgeStreet and their partners to ensure your apartment is safe and fully secure it is best to prepare for all eventualities BridgeStreet does not provide or offer insurance to our guests however we are pleased to share the following recommendations with you Prior to arrival make sure your business or personal insurance will cover your items in the apartment on your person and lost or ruined items as a result of theft or damage to your apartment If you find your insurance policy lacking we recommend you take out fully comprehensive insurance for the period of your stay If you need any recommendations as to which insurance is best suited to your requirements please contact your BGRS Consultant If you require urgent assistance with your apartment please call BridgeStreet on 4 4 0 2 07 79 2 2 2 2 2
BOOKING CONFIRMATION Your BGRS Consultant has already sent you your booking confirmation from BridgeStreet Please read this information thoroughly prior to your travel as it contains vital information regarding your stay We strongly recommend that you print or save your booking confirmation to ensure easy access upon arrival as well as making a note of the local and emergency contact numbers Your booking confirmation contains full details of the following aspects of your stay Apartment address Apartment size Arrival and departure dates Key collection and or meet and greet arrangements Local contact information Emergency contact information for your apartment provider and BridgeStreet Contact details of your Guest Experience Coordinator Terms and conditions of your reservation If any detail of your reservation is not accurate please notify your BGRS consultant immediately If you plan on arriving later than your scheduled arrival date please notify your BGRS Consultant prior to travel to ensure your apartment is available upon arrival If you require urgent assistance with your apartment please call BridgeStreet on 4 4 0 2 07 79 2 2 2 2 2
UPON ARRIVAL Arrival Experience BridgeStreet understands the importance of making a good first impression and your arrival is our first opportunity to welcome you into our network of apartments In order to ensure your experience is smooth we recommend Reading through your booking confirmation and handbook prior to travel If you are using a car service confirm the number of passengers including children requiring car seats suitcases carry on bags and strollers traveling with you Understand how to obtain access to your apartment and where you should collect your keys Access and key pickup varies depending on the apartment location and provider Types of Check ins Concierge check in Your keys will be available at the concierge desk of your apartment building check the concierge working hours on your booking confirmation Personal Meet and Greet All information including the telephone number of the local office is contained in your booking confirmation We recommend you call the office an hour prior to your arrival to confirm meeting location and time If you do not follow the instructions in your booking confirmation your apartment entry could be delayed Key lock box Off site Key Pick up The lock box code is provided for you in your booking confirmation Occasionally you will need to collect your keys from an alternative location close to your reserved apartment Please note that for security reasons the code changes frequently so if you have stayed at the property before you will still need to make note of the latest code provided for your reservation Full details of the address local contact information and opening hours if appropriate are located in your booking confirmation Key pick up is usually very quick so this process should not take you more than a couple of minutes
DURING YOUR STAY Housekeeping Service The frequency of your housekeeping service is located in your booking confirmation Please note that the frequency of your housekeeping service is dependent on your provider and in some cases housekeeping services are not included in your stay For further information please reach out to your BGRS Consultant and BridgeStreet Guest Experience Coordinator Between housekeeping visits you are kindly expected to During the housekeeping service All bedding and linen are changed Bathroom s cleaned Kitchen work surfaces wiped down Kitchen appliances wiped down All floors cleaned and or vacuumed throughout the apartment All bins emptied Dispose of all rubbish as per the instructions in your apartment Maintain the apartment in a suitable condition Clean up after yourself Purchase any additional cleaning items you may require You are not required to be present during the housekeeping visit Should you wish to be in the apartment during the visit please reach out to your BGRS Consultant and BridgeStreet Guest Experience Coordinator to select a time that works for you otherwise your housekeeping service will go ahead as scheduled If you require urgent assistance with your apartment please call BridgeStreet on 4 4 0 2 07 79 2 2 2 2 2
Maintenance Support Utilities While your apartment is thoroughly checked and ready for you upon arrival appliance faults and other issues can occur during your stay We are committed to resolving any issue as quickly as possible providing full support until it is resolved This may include offering short term and permanent relocation solutions to ensure we resolve the matter to your satisfaction Unless you have been notified otherwise all utilities are included in your serviced apartment at no additional cost Should you need to report a maintenance issue please email BGRSEMEA BridgeStreet com copying your BGRS Consultant or alternatively call the maintenance support number located in your booking confirmation letter during normal working hours 9am to 6pm Monday to Friday excluding bank holidays Your dedicated BridgeStreet Guest Experience Coordinator will respond to your email within 4 business hours Urgent issues will be dealt with the same day non urgent issues will be resolved within 48 hours next business day Guests in Your Apartment BridgeStreet wants you to feel at home in your serviced accommodation and welcomes visiting friends and family during your stay There are health and safety requirements for all BridgeStreet properties which state the specific number of adults and children who may occupy the apartment overnight Please reach out to your BridgeStreet Guest Experience Coordinator to notify us of any visitors at least 1 business day in advance to ensure no health and safety regulations are being breached We will also be able to provide you with suitable bedding and supplies for your guests BridgeStreet asks you to be considerate of other residents during your stay and the use of apartments for parties is prohibited If you require urgent assistance with your apartment please call BridgeStreet on 4 4 0 2 07 79 2 2 2 2 2
AFTER HOURS BridgeStreet is committed to providing 24 hour support during your stay We are proud to have a dedicated team of BGRS Guest Experience Coordinators ready to assist you during normal working hours Monday through Friday In addition we have a fully trained after hours team waiting to assist you These teams are supported by our regional duty manager and the executive manager on duty to ensure our guests have full support at all times Nature Of Issue Example Contact Information Urgent Issues upon arrival the local provider is unable to solve 44 0 207 792 22 22 BridgeStreet If your apartment has no hot water or heating If you are unable to safely secure your apartment due to either the locks or keys Local assistance number is provided in your booking confirmation Issues with faulty appliances including kitchen appliances Issues with heating and or hot water in a select room s but not throughout your apartment Your email will be responded to the next working day BGRSEMEA BridgeStreet com Your voicemail message will be responded to the next working day 44 0 207 792 22 22 The team will take your message and the Guests Experience Coordinator will action it the next working day Please reach out directly to your BGRS consultant NonUrgent BGRS Housekeeping requests Additional change of items including additional sets of keys replacement of mattresses Minor faults such as lightbulb changes small appliance changes bedside lamps hair dryers etc Extension requests Questions regarding your company s relocation policy for temporary living Approval for any change to your temporary living service including increasing your budget and size of apartment In the event an emergency please call the emergency services UK 999 from any phone UK and Europe 112 from any phone
Damage We hope that everything during your stay goes smoothly but we understand that accidents happen and we will assist you wherever possible Please note for any damage incurred in the apartment during your stay you are responsible for full cost of repair or replacement The serviced apartment provider thoroughly checks each apartment prior to arrival However we recommend that you check your apartment upon arrival noting any damages big or small and sending these notes to your BGRS Consultant and BridgeStreet Guest Experience Coordinator Should you break anything during your stay please notify your BGRS Consultant and BridgeStreet Guest Experience Coordinator immediately so we can provide suitable assistance in getting the item repaired or replaced BridgeStreet remains committed to assisting you in managing any costs associated with damage in the apartment while maintaining a responsibility to the owner of the property to return the apartment in the same condition as pre arrival BridgeStreet remains committed to assisting you in managing any costs associated with damage In the event that damage does occur in the apartment and the costs associated with repair or replacement are unavoidable your credit card will be charged in full for the total cost of the repair or replacement If you require urgent assistance with your apartment please call BridgeStreet on 4 4 0 2 07 79 2 2 2 2 2
At least 10 days prior to departure our BridgeStreet Reservations Specialist will reach out to the BGRS consultant to confirm your departure If you require an extension of your temporary living accommodation approval is required from your employer BGRS needs to share this approval with BridgeStreet before your extension and revised departure date is confirmed Once your departure date is finalized you will receive your departure instructions via email from your BGRS Consultant 3 days prior to departure Please read through these instructions fully as you are responsible for leaving the apartment as you have been instructed Failure to leave the apartment on the correct date correct time return the keys or leave the apartment in an inappropriate state will result in additional charges not covered by your employer If you plan on leaving your apartment prior to your scheduled departure date please notify your BGRS Consultant and BridgeStreet Guest Experience Coordinator to ensure that sufficient information is provided to you in advance BGRS Premier Service As a valued partner of BGRS BridgeStreet is committed to delivering a service that leaves you Completely Satisfied If at any point during your stay there is something that BridgeStreet can do to improve your experience please do not hesitate to contact to your dedicated Guest Experience Coordinator We kindly request you complete BGRS Premier Service Score survey for BridgeStreet s temporary living service If you require urgent assistance with your apartment please call BridgeStreet on 4 4 0 2 07 79 2 2 2 2 2
