Guest Services & Housekeeping

What TV and Cable Options are Available?

Each unit features two Smart TVs, 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 or children's furniture?

Our homes are limited to the bedding shown in each listing. We don't provide rollaway beds or additional cots; however, our bungalow unit does include a pack-and-play and a booster seat for younger guests, set up before your arrival. Each unit features a convertible futon/couch for added flexibility. Availability varies by property, so check the "Amenities" section of your listing or contact us in advance to confirm what's available for your stay.

Can I get coffee or Nespresso in my unit?

Yes, most (if not all) homes are equipped with a Keurig, 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?

Your lease specifies the registered occupant(s) for your unit. Visitors are welcome during the day, between 7 a.m. and 11 p.m. If a guest will be staying overnight occasionally, please let us know in advance by email so we can keep our records accurate. If someone will be staying with you on an ongoing basis (effectively becoming an additional occupant rather than an occasional guest), please contact us before that happens. Adding an occupant may require a signed lease amendment and an adjustment to reflect updated utility usage. This helps us keep your tenancy in good standing and avoids any confusion about who is covered under your agreement.

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. All cancellations are handled under the following tiers.

• Full Refund (100%): Cancel at least 30 days before the listing's local check-in time for a full refund of the booking total.
• Partial Refund: Cancel between 7 and 29 days before check-in, and the first 30 nights of the stay are non-refundable. Any remaining nights beyond that are refunded.
• No Refund: Cancel less than 7 days before check-in, and the full booking total is 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 nights following the date of the formal cancellation notice are non-refundable. If fewer than 30 nights remain in the booking, all remaining nights 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.

• Credit Card Hold: A $1000 hold (also called an "authorization") is a temporary reservation of funds on your card at the time of booking to confirm it's valid and has enough available credit. It will automatically expire and releases, usually within 48 hours to about 7 days depending on the card network. 
• Pet Fee: Pet-friendly accommodations are available at select properties with prior approval. Where applicable under your booking agreement, an additional pet sanitation fee may apply to cover the enhanced cleaning and sanitization required following a pet stay. The applicable fee, if any, will be disclosed before your reservation is confirmed.
  
• Damages: Charges for damage beyond normal wear and tear, or for interior smoking, are assessed in accordance with Ontario's Residential Tenancies Act.

What payment methods are accepted?

We accept the following payment methods:

• 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 hold on your credit card. 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. 

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, including your door code and arrival information, will be sent 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.

Before departing, please:

• Dispose of all garbage, recycling, and perishable food.
• Load the dishwasher and start the wash cycle.
• Return furniture to its original location.
• Complete a final walk-through to ensure you haven't left any personal belongings.
• Beds do not need to be stripped.

Guests are responsible for any damage beyond normal wear and tear.

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. Personal belongings must be removed by the scheduled checkout time unless a late checkout has been approved.

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.

What if I need to extend my stay? 

If you need to extend your reservation, please contact us as early as possible. Extensions are subject to availability and current pricing. We will do our best to accommodate your request.

Can I bring my pet?

Pet-friendly accommodations are available with prior approval.

Where applicable under your booking agreement, an additional pet sanitation fee may apply to cover the enhanced cleaning and sanitization required following a pet stay. The applicable fee, if any, will be disclosed before your reservation is confirmed.

All pets must be approved prior to arrival. Service animals are accommodated in accordance with applicable Ontario legislation.

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. We are unable to accept responsibility for lost or misdirected mail.

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. 

Upon arrival, each suite includes a starter supply of: 

• toilet paper
• paper towel
• dishwasher detergent
• laundry detergent
• hand soap 

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 two parking spots. 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?

For emergencies such as flooding, fire, gas odours, or electrical hazards, contact emergency services first if required, then notify us immediately. If you encounter any minor 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?

We are happy to assist with grocery delivery arrangements before your arrival. Additional charges from the grocery provider will apply.

What are my TV and cable options?

Smart TVs are provided in every suite. Guests may sign into their own streaming accounts (such as Netflix, Disney+, Crave, Prime Video, or YouTube). Please remember to sign out of all personal accounts before departure.