Customer support

Our Digital Services and Customer Care team available 24/7

How can we help you?

Urgent matters during your stay

With urgent matters during your stay, please call our 24/7 Customer Care:

Finland: +358 20 198 3420
Sweden: +46 8 120 74 300
Norway: +47 22 51 02 50
Denmark: +45 78 79 53 00

Making a reservation

Short stays 1-30 days

Our online store is the fastest and completely free booking channel. Place the dates and location to search available accommodations.

You can also contact our Sales team using Reservation Request form. Please note, that personal sales service charges a €12 service fee for making a booking of less than 7 days.

Long stays over 30 days

For stays over one month and in case of any special needs, we recommend you contact us by phone, and we’ll find you the most suitable accommodation. Please contact our personal sales service by phone.

Do you have a problem with web shop payment?

Please contact our Customer Care by phone.

FAQ about making a reservation.

Check-in and staying with us

How and when to check-in?

Your apartment will be available at 4:00 p.m. on the first day of your stay. Welcome!

In Forenom Apartments we use key-codes or physical keys depending on the property. You can find the information on your key type from your confirmation email.

Do you need early check-in (at 2:00 p.m.)? You can purchase the Early check-in service for your accommodation in all code-lock buildings. Just log in to your My Forenom Extranet account.

If you have problems with check-in, call our 24/7 Customer Care:

Finland: +358 20 198 3420
Sweden: +46 8 120 74 300
Norway: +47 22 51 02 50
Denmark: +45 78 79 53 00

Do you want to add more comfort for your stay?

Read more about our service selection from the Additional services page.

You can add services to your accommodation by logging in to your My Forenom Extranet account or by contacting our Customer Care and Sales team by Phone.

Maintenance Needs?

We have our own maintenance team in our accommodation locations. If during your stay, there is need for some non-urgent maintenance (for example changing of lamps or kitchen utilities) Please fill in this Maintenance Request Form.

Changes or cancellations to existing reservations

Do you need a late check-out (until 1:00 p.m.) or do you want to stay a couple of days longer?

You can purchase the Late check-out (until 1:00 p.m.) for your accommodation in all our key-code locations. Just log in to your My Forenom extranet account to complete the purchase.

Extending your reservation is easy. Just log in to your My Forenom Extranet account or contact us by Phone.

How can I cancel the booking or change the booking dates?

Your reservation can be changed or cancelled only by purchasing a cancellation service. The cancellation service cannot be purchased after making the reservation. Please note, that the service fee won't be refunded if a reservation is cancelled, but the full price of your reservation will. Please read the terms and conditions carefully beforehand. Notice of changes or cancellation must be given in writing using our Cancellation form.

How do I terminate the contract?

Accommodation contracts must always be terminated in writing. You can terminate the contract by using the Cancellation form. Please note, that you can terminate the contract only if this option is included in the terms of contract, in other words if you have an open-ended contract. If you have made your reservation through an external site (e.g., Booking.com, Expedia, AirBnB), please contact them directly for any changes to the reservation.

Feedback or reclamations

Let us know how we could make your stay even better. You will receive a feedback survey via email at the end of your stay. We appreciate it if you take a moment to provide feedback for us. We will process all feedback and contact you if you requested a response to your message.

Not everything went as planned?

If you need to make a reclamation, please fill this Reclamation form. With urgent matters during your stay, please call our 24/7 Customer Care by phone.

 

Invoicing related questions

Need help with Invoices?

You can view your invoice history by logging in to your My Forenom Extranet-account.
If you need to contact us in invoicing related matters, please send an email to invoicing@forenom.com.

Frequently asked questions (FAQ)

You can also find answers from our Frequently Asked Questions (FAQ).

Media and Authority inquiries

For media inquiries, please contact  media.inquiries@forenom.com. For law enforcement inquiries, please send your request to  authority.inquiries@forenom.com.

 

Service fees and Call rates

Our online store is the fastest and completely free booking channel especially for stays shorter than 7 days.
Personal sales service charges a €12 service fee for making a booking of less than 7 days.

Call rates - Finland: From a landline 8,28 cents/call + 8,76 cents/minute. From a mobile phone 8,28 cents/call + 23,1 cents/minute. The prices include VAT 24 %.
Call rates - Norway & Denmark: Call service fees are defined by operators. Charges for holding will apply. Rates for calls from overseas are set by the overseas service provider.
Call rates - Sweden: Calling this number will not result in any extra charges.
Phone conversations can be recorded to ensure the quality of our service.