Frequently Asked Questions - FAQ

1. Why is there a form for almost everything, especially when there is an issue?

   
   

   The purpose of having a form is to ensure transparency and timely resolution of issues. By providing as much details as possible on the form, we can ensure that every request or issue is looked into objectively and resolved quickly. Additionally, the form is not meant to replace face-to-face discussions, but rather to respect everyone's time and space by allowing for a more thoughtful and well-informed conversation. Finally, filling out a form helps to prevent issues from being forgotten or rushed, which can lead to tension or heated conversations. Ultimately, using a form allows us to resolve issues more logically and efficiently.

   
   

2. If a potential guest was able to book my current room for a period that is after the expiry of my contract but I still want to continue occupying it, do I get priority over that potential guest?

   
   

   While we would normally give you discretionary priority by sending you a courtesy notice whenever someone is able to reserve your room online, this doesn’t necessarily give you the right to continue occupying the room a potential guest was able to rightfully book. Nonetheless, we will always try to renegotiate with the potential guest on your favour where applicable. That said, the decision as to who should occupy the room does not ONLY depend on who booked the room first but also on other factors that may be present at any given time. Regardless, it's still important to ensure you re-book or send your extension request in a timely manner in order to minimize the risk of you having to vacate the room for someone else.

   
   

3. Why should I avoid opening a window when the HVAC (Heating, Ventilation & Air Conditioning) system is running?

   
   

   Opening a window when the heat or air-conditioning system is running forces the HVAC system to work harder to heat or cool the home. The air escaping through the window throws off the balance of the room which makes the unit work unnecessarily hard to try to accommodate for this desired balance, including trying to achieve the ideal humidity level. Unless you turn the system off first, leaving a window open can actually cause more wear and tear on the unit as it struggles to heat or cool the home to the set temperature. Meanwhile, all this hard work of the unit is literally just going out the window. It is therefore important to turn off the HVAC system first before opening the windows in order to save money and energy, as well as to prevent unnecessary wear and tear to the heating or air-conditioning system.