FREQUENTLY ASKED QUESTIONS

1. Click the “BOOK NOW” link in the top right corner

2. Follow steps to search for availability, add extras, and enter guest info

3. After clicking “SEND BOOKING REQUEST”, we will confirm your reservation in a timely manner

4. You will receive a confirmation email with payment instructions and an invoice

5. Once we receive your full payment, we will send you a welcome packet with guesthouse entry instructions and a 24-hour phone number

A deposit of your reservation total must be paid within 72 hours of making your reservation. Failure to pay your deposit within the stated period may result in losing your reservation. 

Update Beginning July 11th, 2022:

Full payment is due 72 hours after booking. You must cancel at least 30 days before check-in to receive a full refund. If a cancellation is made between 7-30 days before check-in a 50% refund will be granted. If a cancellation is made less than 7 days in advance, no refund will be granted. 

If a reservation is altered by decreasing the number of nights resulting in a one-night reservation, you will only receive a 50% refund for the canceled night(s). 

If a reservation is altered resulting in a decrease in nights less than 7 days in advance, no refund will be granted. 

If your cancellation is due to a positive COVID-19 test 10 days prior to your reservation, with proof of positive test, you will receive a 100% refund. 

If you are experiencing an unforeseen event and need to cancel your reservation, visit our extenuating circumstances policy.

This policy is strictly enforced as it is also stated in the terms and conditions agreed to when a reservation is created. As a small business, cancellations can be very tough for us, so we thank you for your understanding!

Please note that all policies of The Flats are subject to change.

What events are covered:

This Policy uses the term “Event” to refer to the following situations that occur after booking, are unforeseen at the time of booking, and prevent or legally prohibit completion of the reservation.

Changes to government travel requirements. Unexpected changes to visa or passport requirements imposed by a governmental agency that prevent travel to the destination. This doesn’t include lost or expired travel documents or other personal circumstances relating to a guest’s authorization to travel.

Declared emergencies and epidemics. Government declared local or national emergencies, epidemics, pandemics, and public health emergencies. This does not include diseases that are endemic or commonly associated with an area—for example, malaria in Thailand or dengue fever in Hawaii.

Government travel restrictions. Travel restrictions imposed by a governmental agency that prevent or prohibit traveling to, staying at, or returning from the Listing location for instance government obligations like jury duty, court appearances or military duties. This does not include non-binding travel advisories and similar government guidance.

Military actions and other hostilities. Acts of war, hostilities, invasions, civil war, terrorism, explosions, bombings, rebellions, riots, insurrection, civil disorder, and civil unrest.

Natural disasters. Natural disasters, acts of God, large-scale outages of essential utilities, volcanic eruptions, tsunamis, and other severe and abnormal weather events. This does not include weather or natural conditions that are common enough to be foreseeable in that location—for example, hurricanes occurring during hurricane season in Florida.

What is not covered: 

Everything else. This Policy only allows for cancellations for the Events described above. Everything else is excluded. Examples of situations that this Policy does not allow cancellations for include: unexpected disease, illness, or injury; travel advisories or other government guidance (that fall short of a travel ban or prohibition); cancellation or rescheduling of an event for which the reservation was made; and transportation disruptions unrelated to a covered Event like road closures, as well as flight, train, bus and ferry cancellations. If you cancel a reservation in these cases, the amount refunded will be determined by the cancellation policy that applies to the reservation.

To pay for your reservation, visit the link emailed to you with your invoice. We accept American Express, Diners Club International, Discover, DinaCard, BCcard, MasterCard, and Visa. We do not accept any payments by cash, check, or money order. Also, we cannot accept any credit card information over the phone.

Check-in is at 4PM. If you are arriving before then, it may be possible for you to place your bags in your unit and come back to check in at 4PM when your room is clean and ready for you. If you need to check in early, please contact us and we will try our best to accommodate an early check-in at 2PM. Additional charges will be applied and availability is subject to the status of your room and occupancy. 

Check-out is at 10AM. You can contact us to request a late check-out. Please note additional charges will be applied and that no check-outs past 12pm are permitted. We’ll make sure to do our best to accommodate your request.

Our modern units come with incredible amenities. Each unit is equipped with GE stainless steel appliances including: refrigerator/freezer, oven, stove, microwave, sink, and dishwasher. Each kitchen has granite counter tops, a granite island with bar stools, and is stocked with a toaster, coffee maker, coffee, creamer, sugar, salt and pepper, paper towels, eating utensils, serving utensils, and pots/pans. Units also have a full shower/tub, toilet, bathroom sink, travel size shampoo/conditioner/shower gel/body lotion, and an in-unit washer and dryer. All linens are provided, including towels, sheets, and blankets. Additionally, you will find a queen-sized sleeper sofa, arm chair, coffee table, a flat screen television with full surround sound and cable TV in the living room. Bedrooms are furnished with a queen bed, dresser, night stands, and lamps. If you have any questions about room specifics, do not hesitate to contact us!

Yes, and it comes free with your reservation! Each unit is guaranteed one covered parking space, located on the ground floor of the parking structure directly behind our guesthouse. 

We do not allow pets in our building, unless it is a service animal. 

Smoking is absolutely prohibited on the premises including our garage, balconies, patios, and entryways. If you must smoke, we ask that you do so off the property.

The telephone number provided with your check-in information is for any assistance you may require during your stay. In non-emergency situations like requesting extra towels or more soap, a Flats team member will assist you between 9AM-9PM. Only emergency calls can be handled at night between 9:00PM and 9:00AM. Emergency problems include inability to access the building or your unit, something in your unit is non-functional, etc. All life-threatening emergency calls should be directed to 911. 

We ask that you reserve at least two nights if you wish to stay with us.

Please sign up for our newsletter or like us on Facebook for the most up to date promotions and discounts. We offer a discount for families of current Loyola University Chicago students. Please contact us for more information!

We do not take reservations over phone. From experience, we have found that keeping track of reservations is much easier and more reliable over email correspondence.

As we are sure you’ve read, The Flats is managed by students at Loyola University Chicago. The Guest Services Team is a group of four full-time undergraduate students who are superb at managing being full-time students and providing our guests with exceptional customer service. They greatly appreciate your patience in making a reservation at The Flats at Loyola Station! Find out more about us here.

Serving our guests is our number one priority. If you wish to speak with a team member, you can email us at info@loyolaflats.com. This email is monitored 7 days a week. You can also call us at (312) 450-0200 Monday through Friday from 9AM-5PM. Please don’t hesitate to reach out to us if there is anything we can help you with!