Guest Services & Housekeeping
What TV and Cable Options are Available?
Each unit features a Smart TV, giving you access to Netflix, YouTube, Crave, and other streaming services using your own account. Pay-Per-View or On-Demand purchases are restricted with a 4-digit PIN to prevent accidental purchases. Please be sure to log out before checking out.
Do you offer housekeeping services?
We currently do not provide scheduled housekeeping. Guests are responsible for the upkeep of the unit throughout their stay, but you’re welcome to organize third-party cleaning service directly if you prefer.
Do you offer laundry service?
We do not offer laundry service. Each unit includes in-suite laundry, as well as an iron and ironing board for your personal use. If laundry is not within your unit, one is usually on-site. Should you require additional laundry services, you’re welcome to arrange a third-party provider.
Can I receive more toilet paper and room amenities?
A starter pack of consumables such as toilet paper, soaps, dishwasher pods, kitchen paper towels, sponges and detergent are provided at check-in. You are responsible for replenishing these items throughout your stay.
Do you offer extra beds? (cots, mattresses or playpens)
Our homes are strictly limited to the bedding configuration shown in each specific listing. We do not provide additional rollaway beds or cots. However, several of our units feature convertible futons for added flexibility, and many include a travel pack-and-play for families. Please check the "Amenities" section of your chosen property or contact us to confirm specific availability for your unit.
What children's furniture do you offer?
We strive to ensure the comfort of our youngest guests by offering a variety of children’s furniture, including a travel crib and booster seat. These items are conveniently stored in your unit and will be set-up prior to your arrival. If you require any other items for your little ones, please Contact Us in advance, and we will do our best to accommodate your request.
Can I get coffee or Nespresso in my unit?
Yes, most (if not all) homes are equipped with a Keurig, Nespresso, coffee maker and/or coffee press so you can enjoy your favourite brews in the comfort of your temporary home.
Reservations
Can I have overnight guests?
To ensure the comfort of all residents and maintain our insurance coverage, only registered guests are permitted overnight. Daytime visitors are welcome between 8 a.m. and 10 p.m. Any guest staying past 10 p.m. must be registered via e-mail provided for your unit. We offer a 3 'guest nights' per month for free; any additional nights are just $25 to cover extra utility/laundry costs. Please report your guests at least 24 hours in advance to avoid "Unauthorized Occupancy."
What is the maximum occupancy per unit?
At The Midterm Collection, our homes follow a standard occupancy policy to ensure safety and comfort. The maximum number of registered guests allowed per suite is based on the number of permanent beds (ex. (1) single bed, (2) double/queen/king)
What is the Cancellation Policy?
We strive to offer flexibility while ensuring our home remains sustainable for all guests. Our long-term (30+ nights) cancellation policy for our properties is firm. Rental reservations of less than 30 nights are non-refundable.
- Full Refund (100%): To receive a full refund of the booking total, guests must cancel at least 30 days before the listing's local check-in time.
- Late Cancellation: If a guest cancels less than 30 days before check-in, the first 30 nights of the stay are non-refundable
- Early Departure (After Check-In): If a guest decides to shorten their stay after arrival, a 30 day notice period is required. The 30 days following the date of the formal cancellation notice are non-refundable. If fewer than 30 days remain in the booking, all remaining nights are non-refundable.
- No Refund: If a guest cancels less than 7 days before check-in, or decides to leave early after check-in, the nights not spent are non-refundable.
All cancellations must be submitted in writing via e-mail. The "booking total" includes the nightly rate and any applicable cleaning fees, but excludes processing fees if noted otherwise. We highly recommend that guests purchase Travel Insurance to protect against unforeseen circumstances or emergencies that may occur outside of these refund windows.
If you have any questions about our cancellation policy, please Contact Us for more information.
Are lower rates available for extended stays?
No. Because our properties are designed and priced for midterm stays, our monthly rates already reflect long-term value. For this reason, we do not offer additional reductions for longer durations.
How do I extend my stay?
If you wish to extend your stay, please notify us as early as possible. Extensions requested with less than 30 days notice are subject to availability. To extend your current booking, please reach out to us via our Contact Us form.
What are the minimum stay requirements?
All of our properties have a minimum stay of 30+ nights. Your start date can be any day of the month, and is subject to availability.
How do I make a reservation?
To book with The Midterm Collection, you can click the “Book Now” button made available on all of our collection units.
Can I tour the property before booking?
To ensure the complete privacy and security of our current guests, we do not offer in-person tours of occupied properties. Because we specialize in stays of 30 nights or more, our homes are almost always occupied, and we respect our guests' right to a quiet, undisturbed environment.
Payment
What additional fees can I anticipate?
At The Midterm Collection, we prioritize transparency and want to ensure you are fully aware of any extra charges. Before processing any payments, we will provide a comprehensive breakdown of all fees for your approval. Additional fees include:
- Refundable $1000 deposit upon check-in
- Non-refundable Pet Sanitation cleaning fee of $150-200* upon check-in (only if bringing a pet; will be collected separately once booking is confirmed)
- Fees for any extensive damages or interior smoking*
*Fees marked with an asterisk will vary
What payment methods are accepted?
We accept the following payment methods:
- Certified check (drawn on a Canadian bank)
- Wire transfer
- Credit card (MasterCard, VISA, or American Express)
- PayPal
- Interac e-transfer
How do I secure my reservation?
For all new bookings, 50% payment is collected once booking is confirmed The remaining balance is collected one day prior to check-in along with a $1,000 refundable deposit. If your reservation is for a longer stay (2 months or more), payments can be billed on a 30-day cycle, with each subsequent payment due every 30 days from the original rental payment due date. Please reach out to us so we can discuss further. Please note that late payments will incur a 5% monthly fee.
If I book directly with The Midterm Collection, can I receive receipts?
Yes, we can provide formal, itemized receipts for all stays. Because we are fully equipped to handle the specific billing requirements of insurance adjusters and placement agencies, our receipts include all the necessary details for your claim documentation or professional records. If you book via another third-party platform (e.g., Airbnb, VRBO), you will receive your receipt through them.
What to Expect With Your Stay With Us
What time is check-in?
The standard check-in time is 4:00 p.m. Check-in instructions will be emailed to you on the morning of your arrival. If you wish to request an early check-in, it is subject to availability. Please contact us. Please note that early check-ins before noon will incur a charge equivalent to the previous night’s room rate.
What is the check-out process?
Check-out is at 11 a.m., and the unit must be vacant by this time.
To avoid additional fees, please complete the following:
- Dispose of all food, garbage, and recyclables in their designated bins.
- Load dirty dishes into the dishwasher and turn it on.
- Ensure furniture is returned to its original location.
- Inspect the suite before departure.
- No need to strip beds
Please note that any damages over and above normal wear and tear will incur additional charges.
How do I request a late check-out?
Check-out time is 11:00 a.m. Late check-out may be available based on availability, and fees apply. Departures after 3:00 p.m. will be billed as an additional night. Additionally, luggage stored in the unit after check-out will incur a late departure fee.
To avoid additional charges, please inform us of any late departure requests as soon as possible.
How do I request an early check-out?
If you need to check out early, please Contact Us. Guests departing early must follow all standard departure procedures.
Can I bring my pet?
The Midterm Collection offers pet-friendly rentals.
Please note that:
- A $150-$200* Pet Sanitation fee is required upon check-in;
- Your dog is an approved breed prior to check-in;
- Guests with service animals must provide appropriate documentation and registration.
* Pet fee varies by property
How do I get my keys?
Entry to each unit offers Wi-Fi and/or keyless access. A door code will be provided on your check-in date. Should there ever be an issue with accessing your suite using the door code, please contact us so we can assist.
Where do I get the mailbox key?
Personal mail cannot be received at this address, as it is not set up for guest mail delivery. If you need to receive regular mail during your stay, we recommend securing a local PO Box for your convenience. You are welcome to receive packages (e.g., from Amazon or couriers like UPS/FedEx) during your stay. Please ensure they are addressed clearly with your name and the unit number to avoid delays.
What is the Wi-Fi password?
Your Wi-Fi password will be provided in your check-in instructions.
What can I do if my internet is not working?
If you experience issues with your Wi-Fi signal, you can try rebooting it. For further assistance, feel free to Contact Us and we will provide you with additional support.
Are all apartments fully stocked?
Yes, each unit comes fully equipped with essential cookware, cutlery, a toaster, a kettle, and a coffee machine. A welcome package includes toilet paper, towels, dishwasher soap, and detergent. Replenishments during your stay are the responsibility of the guest. If you feel we may be missing something, please reach out and we will be happy to assist!
Is parking available?
Each unit offers parking spots, but how many varies by property. You will find all parking information within the property listing description.
What do I do when someone is parked in my assigned parking space?
If someone parks in your assigned space, please Contact Us to find an alternate parking option while we address the issue.
How can I schedule cleaning service?
Unfortunately, we do not provide or arrange in-stay housekeeping at this time. Should you wish to hire a third-party cleaning company, please contact us and we can assist you with arranging one. Please note, this will be at the Guest's expense.
What can I do if something needs to be fixed in the apartment?
If you encounter any issues with your apartment, please Contact Us and provide a description and photos of the problem. We will arrange for the necessary repairs promptly.
Can I order groceries before my arrival?
Pre-arrival fridge-stocking and local grocery services are available to suit your needs. Please contact us in advance of your arrival so we can assist you.
What are my TV and cable options?
The Midterm Collection offers Smart TVs in all of our units. They provide access to external streaming options like Netflix, YouTube, Crave etc. with the use of your personal account. Please remember to log off prior to departure.