Hotel & Serviced Residence FAQs
Making a Booking
Hotel rooms can be booked online: select Book Now on our website to check availability and book through our online booking system.
Serviced Apartments are arranged by enquiry rather than instant online booking. Send us your dates and preferred apartment type through our enquiry form, WhatsApp or email, and our team will reply with availability and a quotation.
For corporate accommodation, get in touch and we'll help you find the most suitable option.
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Our Hotel Stays are designed for shorter visits, while our Serviced Apartments are better suited to longer stays.
Both offer the same Nesphere standard of comfort, service and access to our shared facilities.
The main differences are the length of stay, check-in arrangements and in-room facilities. Most of our Serviced Apartments also include a private kitchen or kitchenette, making them more suitable for extended stays and everyday living.
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Yes. Our Serviced Apartments are designed for extended stays, including monthly and longer-term accommodation.
To request a quotation, contact our team with your preferred dates and apartment type. Utilities are included in the monthly rent. Your rate and any minimum stay are confirmed in your quotation, and the full terms in your Long Stay agreement.
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Our Serviced Apartments — studios, one-bedroom and two-bedroom apartments — are fully furnished, with living and sleeping areas and kitchen facilities.
Housekeeping is provided twice per week, including one bedding change per week, and complimentary high-speed Wi-Fi is included. Guests can use the shared laundry room, gym room and rooftop area, and selected apartments also have in-room laundry facilities.
Utilities are included in the monthly rent.
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Yes. We welcome corporate and business stays. If you're booking for an employee, project team or an extended business stay, contact us for corporate rates and longer-stay options.
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We accept most major credit and debit cards, including Visa, Mastercard, American Express and JCB.
We also accept Alipay and WeChat Pay.
For Serviced Apartment stays, your initial payment is the first month's rent plus the applicable security deposit. Overseas bank transfers incur an HK$300 handling fee, and credit card payments incur a 3% surcharge.
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For Hotel Stays, a HK$500 security deposit is required.
Before your arrival, we may send you an email to complete a credit card pre-authorisation. Alternatively, the deposit can be paid by cash at check-in.
For Serviced Apartment stays, the security deposit is one month's rent for stays shorter than 6 months, or two months' rent for stays of 6 months or longer.
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Cancellation and amendment terms depend on the rate or booking conditions selected. Please refer to your booking confirmation for the applicable cancellation terms. If you booked through a third-party platform such as Booking.com, Trip.com or another travel website, changes and cancellations may need to be made directly through that platform.
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Yes, subject to availability and the conditions of your booking. Please contact us as early as possible if you would like to change your dates, room type or length of stay.
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You're welcome to make a request when booking. We'll do our best to accommodate it, but specific rooms, floors or views cannot be guaranteed and are subject to availability.
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Check-in is available from 3:00pm. Hotel guests can complete the standard check-in process upon arrival. Serviced Apartment guests may be required to complete additional registration or tenancy documentation before receiving access — our team will send instructions before arrival.
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Please bring a valid photo ID or passport that matches the name on your booking, along with your booking confirmation. For longer stays, additional information or documentation may be required as part of the registration process — we'll let you know in advance if anything else is needed.
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During Your Stay
Complimentary Wi-Fi is available for our guests. Connection details will be provided after check-in.
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For Hotel Stays, housekeeping is provided daily. If you do not require housekeeping on a particular day, simply display the Do Not Disturb sign on your door.
For Serviced Apartments, housekeeping is provided twice per week, including one bedding change per week. You may also use the Do Not Disturb sign if you prefer not to have housekeeping service.
If you are staying with a pet, please ensure that your pet is either secured in a carrier or cage, or not present in the apartment when our housekeeping team enters.
For the safety of our team, housekeeping will not be able to enter the room if a pet is unsecured.
Additional housekeeping services may also be available upon request. Please contact our team for assistance.
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Yes. If you need additional towels, toiletries or other in-room items, please contact our team and we'll be happy to assist, subject to availability.
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Yes, visitors are welcome, provided they respect the property and other guests. For security reasons, overnight guests or additional occupants may need to be registered with our team. Parties and excessive noise are not permitted.
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Yes, deliveries can be received during your stay. Please make sure your name and room or apartment details are clearly shown on the delivery. For larger parcels, we recommend checking with our team first.
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Guests can use our shared facilities, including the gym room, the rooftop area and the guest laundry room, and complimentary high-speed Wi-Fi is available throughout your stay. Opening hours and any specific access arrangements will be provided at the property.
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If something in your room or apartment isn't working as expected, contact our team and let us know what has happened. Photos can be helpful so we can arrange the right assistance as quickly as possible.
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Yes, subject to availability. Contact us as early as possible and we'll check whether your current room or another suitable room is available. Extended-stay rates may apply for longer bookings.
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No. Nesphere is a strictly non-smoking property, including the use of electronic cigarettes and vaping devices.
For Hotel stays, smoking or vaping violations will incur a minimum cleaning fee of HK$1,500.
For Serviced Apartment stays, a fixed deep-cleaning charge of HK$5,000 will apply.
Please refer to our Terms & Conditions for further details.
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No. Parties, events and excessive noise are not permitted. We ask all guests to be considerate of neighbours and other people staying at the property.
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Our team is available to assist throughout your stay. Hotel guests can contact our 24-hour front desk at any time. You can also reach us on WhatsApp at +852 6938 0063 or by email at info@nespheregroup.com, and you'll receive any further contact details when you check in.
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Checking Out
Check-out is by 11:00am. We recommend allowing enough time to gather your belongings and complete any required departure steps.
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Late check-out may be available depending on occupancy and availability. Please contact our team in advance — additional charges may apply.
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Before you leave, please take all personal belongings with you, leave the room or apartment in reasonable condition, return any keys or access cards as instructed, and let our team know about any damage or maintenance issues.
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Please return your key or access card according to the check-out instructions provided by our team. The process may vary slightly depending on your accommodation and departure time.
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Luggage storage may be available on the day of departure, subject to space and operating hours. Please speak with our team before checking out to arrange this.
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Your deposit will be processed after check-out once the room or apartment has been checked and any outstanding charges have been settled. Please note that your bank or card provider may take additional time to reflect the refund.
For Serviced Apartment stays, the security deposit is refunded within 14 working days, subject to the terms of your agreement.
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Yes. If you require an invoice or receipt, please contact our team or request one before departure. For corporate bookings, please provide the company name and billing details you would like shown on the invoice.
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Contact us as soon as possible with a description of the item and your room or booking details. If the item is found, our team will let you know and help arrange collection or delivery where possible — delivery charges may apply.
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Yes, subject to availability. Contact us before your scheduled departure and we'll check whether an extension is possible.
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