Frequently asked questions
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the who, what, where
+ What is "The Guild"?
The Guild is a new concept in hospitality. We're the best of both worlds: a hotel and a short-term rental rolled into one. We provide stylish, spacious suites with hotel-like amenities, a mobile concierge team, and a sick rewards program. Our professional housekeeping staff and concierge team are ready & willing to help you out with any of your needs. When you book with The Guild, you're in for a clean, roomy apartment and a charming, experiential stay.
+ How do you choose your properties?
We choose our properties based on certain criteria such as location, amenities, comfort, and neighborhood charm. Hotels can sometimes feel sterile or budget-driven. At The Guild, each of our properties are one-of-a-kind and we treat them as such. Just like the neighborhoods where we dwell, each of our rooms are design-forward and reflect the local flavor of their neighborhood. What truly sets us apart is our knowledge of the areas we're located in. Sure, we'll tell you about the hottest new restaurant in town and help you get a reservation there, but we also know where to grab the greasiest breakfast tacos at that little hole-in-the-wall down the street (say "hi" to Jimmy for us)!
+ When I stay at The Guild, am I staying in someone's home?
Nope! We are renting all our rooms first-hand, so only guests (like you!) get to stay in these comfortable apartments. Every room is set up with secure codes which are changed after each guest stay. We also inspect each room ourselves before you arrive to make sure everything is in place and that your space is spick and span!
+ Is The Guild located anywhere else besides Austin?
Not yet... but keep your eyes peeled. We're looking forward to entering a new market in early 2018.
All about booking
+ How do I make a booking directly?
Head over to our properties page and choose a location. Do note that we have properties in different neighborhoods, which you can switch between on the sub-nav tabs in the upper left-hand corner of your page. Once you select a location, you'll notice a large "BOOK NOW" button, which will direct you to our property booking page where you'll be able to enter credit card information and other specifics.
+ Is my booking confirmed right away?
You should receive a confirmation email almost immediately. On our end, we input your credit card information within 24 hours of your booking.
+ What is your pre-check-in process?
Everything at The Guild is virtual! 48 hours before your arrival, you'll receive a text message and email with the details of the rental including a building access code and residence unit (room) code. You'll be able to customize your stay at this point by following a link to a survey that asks you your specific preferences on features such as what kind of grocery items you'd like stocked and what temperature you feel most comfortable at.
+ Can I book last minute?
Yes! We are currently accepting same-day bookings. As long as you book before 3pm and we have availability, we should be able to help you out!
+ When am I charged?
Your credit card will be charged for the entire stay, including tax, at time of purchase.
+ What is your cancellation policy?
At The Guild, we believe if you don't benefit from our services directly, you shouldn't have to pay for an experience you didn't get to be a part of. While we handle each cancellation on a case-by-case basis, we like to theink we're pretty reasonable.
+ What if I need a special request (air mattresses, cribs, etc)?
We do stock air mattresses and pack-n-plays for instances such as these. We send out a survey for special requests 48 hours before your arrival. You can let us know about items such as these then, or text us at any time to let us know what you need. Our concierge team is pretty great and their first priority is to help you out!
+ What do I need to know before booking?
You should probably be aware of our rules & policies before checking in. Basically: no parties, no pets, no smoking, be respectful. We want our spaces to act as your home away from home, so please treat them as such. If you want to plan a group hang, let us know and we can give you some great options.
During your stay
+ How do I access the apartment? Will someone meet me?
One of the coolest things about The Guild, if we do say so ourselves, is that check-in and check-out is virtual. There's no predicting traffic or delays, so this way you can check-in on your own time any time after 3pm. About 48 hours before your arrival date, we'll send you a text and an email containing secure access codes & a link to instructions on how to enter your building & room. If you're having issues at the time of your arrival, we're always here to help. Text us for the fastest response times.
+ What time is check-in/check-out?
Check-in begins at 3PM. Check-out is at 11AM. Let us know if you need an early arrival or late check-out and we'll do our best to assist you. Please note, there are some instances where we will not be able to promise you either, as we are working around our other guests who are leaving before you arrive and coming in after your departure.
+ What comes in a typical Guild room?
The Guild rooms are one of those things you have to see to believe. The designs are distinctive, thoughtful and hand crafted. We’re for people who love authentic luxury and hospitality but loathe pretention. Some things you might spot in your room: silly vinyl quotes, a lamp disguised as a monkey, a pillow referencing Star Wars, a Johnny Cash pillow, an 80’s arcade wall. We don’t put the same art print in every room like the 4-star hotels of the world. Everything in our units down to the objet d’art on your coffee table has been curated.
Things you'll find in every Guild room: • heat & air conditioning • wifi & a smart TV with cable • in-room washer/dryer • iron & ironing board • hair dryer • towels • soap/(some) toiletries • fridge & freezer • dishwasher, oven, microwave, taster • coffee maker & local ground coffee • blender • pots & pans, cooking utensils, dishware, & bakeware • maps & guides to the city
+ What services do you provide guests?
Our fun, professional concierge and field operations teams are available 24/7 to help you book, make local recommendations, resolve any issues, and handle any special requests you might have. So hit us up! We love making new friends.