Q&A about the effect of the coronavirus epidemic on the accommodation

Frequently asked questions: The coronavirus epidemic and the effect it has on the accommodation at Forenom.

Our customer service is unfortunately very busy at the moment, but we aim at responding to all questions as soon as possible. On this page, you can find the answers to frequently asked questions about the effect of the coronavirus epidemic on the accommodation and living at Forenom.

Hopefully you can easily find the answers you’re looking for! If there’s still something else you want to know, please contact our customer service!

 

RESERVATIONS: CANCELLATIONS AND CHANGES

The benefit of purchasing a flexible reservation is highlighted in situations where something unexpected happens. Forenom offers flexibility to all reservations; however, the customer must purchase it when booking the accommodation. We recommend that all our customers choose a reservation which allows for flexible adjustments in suddenly changing circumstances.

You can add flexibility to your reservation by choosing, for example, Flexible Reservation service at the time of the booking, or by selecting an open-ended reservation with a termination period. Please read more about our services here.

How do I cancel the reservation or change the check-in or check-out dates?

By purchasing the Flexible Reservation service at the time of the booking, you may cancel your reservation or adjust the check-in or check-out dates before the reservation starts. Please read the Terms and Conditions carefully beforehand.

Also, please note that cancelling or adjusting the reservation dates is not possible without the Flexible Reservation service, nor after the reservation has started. It is not possible to purchase the Flexible Reservation service after reservation has been booked.

The service fee will not be refunded if a reservation is cancelled, but the price of your reservation will.

Notice of changes or cancellation must be given in writing by emailing the Forenom customer service team.

Contact our Customer Service

How do I terminate the contract?

You can terminate the contract only if this option is included in the terms of your contract, in other words if you have an open-ended contract. Accommodation contracts must always be terminated in writing. You can terminate the contract by emailing our customer service.

Contact our Customer Service

How do I adjust the check-in and check-out dates when travelling is not possible because of the new travel bans? / My fixed-term reservation is still on-going but I have to travel home because of the coronavirus. Am I entitled to get a refund?

The reservation dates may only be adjusted if you have purchased the Flexible Reservation service. The service can always be purchased for your reservation upon booking, for example in our webshop or sales. We recommend that all our customers choose a reservation which allows for flexible adjustments in suddenly changing circumstances. For futher information, please click here.

How do I apply for compensation if I haven’t purchased the Flexible Reservation service?

Refund is only possible if you have purchased Flexible Reservation or Flexible Reservation PLUS service. If not, we recommend you contact your credit card company or travel insurance agency. We are deeply sorry for any and all inconvenience due to the current situation.

How has Forenom taken into account the fact that the situation was completely unpredictable and that, at the time of booking, there was no way of knowing about the need to cancel the reservation?

The benefit of purchasing a flexible reservation is highlighted in situations where something unexpected happens. Forenom offers flexibility to all reservations; however, the customer must purchase it when booking the accommodation. We recommend that all our customers choose a reservation which allows for flexible adjustments in suddenly changing circumstances.

You can add flexibility to your reservation by choosing, for example, Flexible Reservation Service at the time of the booking, or by selecting an open-ended reservation with a termination period. Please read more about our services here.

We offer and recommend the Flexible Reservation service for all bookings also in the future. We are deeply sorry for any and all inconvenience due to the current situation. 

CLEANING, MAINTENANCE AND LIVING AT FORENOM DURING THE CORONAVIRUS EPIDEMIC

Cleanings and maintenance

We always maintain a high standard of cleanliness in our apartments and rooms, but we are now taking extra measures in our cleanings and hygiene protocols. Our staff have been trained to adhere to health authorities’ guidelines to ensure everyone’s safety and well-being.

For the safety of our valued guests and employees, no cleanings will be made until further notice, except for the careful cleaning before and after your departure. Please note, that you can order services delivered to your door or weekly cleaning while guests are not inside of the room.

Additional services delivered to your door

If you would like to have new linens, toilet paper or other maintenance, please order the additional services from our Customer Service. We hope you understand that we will not enter apartments or rooms while guests are inside – we leave deliveries outside your door.

We’ve created new additional services to help you while remote working or under quarantine. Order e.g. a hygiene package, extra tables and chairs or an extra fridge from Customer Service.

Order services delivered to your door

Order cleaning while guests are not inside of the room

We can do weekly cleaning while guests are not inside of the room. If weekly cleaning is included in your reservation or you want to order a weekly cleaning as a additional service, please contact our Customer Service. The only exception is that you can’t be inside of the room during cleaning.

Order cleaning from our Customer Service

What if my employee or I have been exposed to the virus or under quarantine?

We kindly ask you to inform us immediately if you or your employee is staying at Forenom and either suspects to have been exposed to the coronavirus or has been quarantined. This is to ensure the safety of yourself, other guests and our staff, and be better prepared to assist you.

Contact our Customer Service

What does Forenom do to prevent the spreading of the coronavirus in its accommodation units?

We avoid person-to-person contact both for the safety of our guests and employees and to prevent the virus from spreading.

  • Most of our locations have digital code locks for key-less entry, and the key code is delivered to the guest by SMS or email. In those apartments, where traditional keys are used, we will deliver the keys to you by using special key boxes.
  • We will not enter apartments or rooms while guests are inside. For the safety of our guests and employees, no cleanings will be made until further notice. However, guests are welcome to book a scheduled weekly cleaning or a supply delivery, e.g. fresh linen.

We strictly adhere to all health authorities’ guidelines about cleaning and disinfection. We update our guidelines regularly.

Forenom has cancelled the cleanings until further notice, but is it still possible to get fresh linen?

For the safety of our valued guests and employees, no cleanings will be made until further notice, except for the careful cleaning before and after your departure. However, guests who have a cleaning included in their reservation, are welcome to book a scheduled cleaning from our customer service. You can also order fresh linen and additional toilet paper. Please note that during the cleaning guests are not allowed inside the apartment.

Contact our Customer Service

Can I get help from your maintenance team?

Urgent maintenance tasks (e.g. water damage) will be handled in the normal way. Other tasks may be delayed or, for example, we will deliver the items only as far as the hall to prevent the virus from spreading.

Are there quarantined or infected guests in Forenom units?

We do not comment or give any info about the medical condition of our individual guests. We provide long-term accommodation, so it is likely, as the virus spreads, that some of our guests are or will be quarantined or infected at same point. Our cleaning instructions and guidelines adhere strictly to all the health authorities’ guidelines, and we take extra measures in our cleanings and hygiene protocols. Most of our locations have digital code locks for key-less entry, and all traditional keys are delivered by using special key boxes to avoid person-to-person contact. Weekly cleanings in the apartments/rooms have been discontinued for the moment to ensure the safety of our guests and employees.

We recommend following the general guidelines: avoid staying long in public spaces, and wash your hands carefully. This way, you protect yourself and also reduce the potential of spreading the virus.

Read more Forenom Privacy Statement

What do I do if I’m staying at Forenom and think I have coronavirus symptoms?

If you fall ill while staying at Forenom, please follow the instructions given by the local healthcare. Always contact the health centre first by phone. If you go see a doctor, you can give them Forenom’s customer service contact information.

Please also contact our customer service and tell us about the suspicion of infection so that we are able to take the necessary measures to minimize the risk of spreading the virus. Stay in your own room or apartment, and avoid staying in public spaces. Cooperation helps us all to stop the virus from spreading to other guests.

Still have questions on your mind?

Please see Forenom’s Frequently Asked Questions.

You are welcome to contact our Customer Service, we are happy to help. We are very busy at the moment, but we aim at responding to all questions as soon as possible.

Contact our Customer Service