Frequently asked questions
Answers, before you ask.
The questions guests ask us most often about booking, paying, cancelling, and staying with aneess in Hurghada and El Gouna. If yours isn’t here, message us on WhatsApp.
Booking & Payment
Paying for your stay
How do I pay?
Checkout is handled by Stripe. You can pay with any major credit or debit card, Apple Pay, Google Pay, PayPal, or Link. Whichever option your device supports will appear at the top of the payment step — pick one, confirm, and you’re booked.
Is there a deposit, or do I pay the full amount upfront?
It depends on the property and how far ahead you book. For most stays the full amount is charged at booking. For some properties and longer lead times we offer a split: a smaller deposit now to secure the dates, and the balance closer to check-in. Whichever applies to your booking is shown clearly on the payment step before you confirm — there’s no surprise second charge.
What currency do you charge in?
All prices on the site and all card charges are in EUR. Your bank may show a converted amount in your local currency on the statement; we don’t add any FX margin on top of Stripe’s.
Are there any hidden fees?
No. The total you see on the search results page is the total you pay. Cleaning is included in the price shown — it’s charged with the rest of the booking on your card, not collected separately on arrival. There is no platform service fee on top, no tourist tax surprise, and no cash payment expected at check-in.
Cancellation & Changes
If your plans change
What if I need to cancel?
Each property sets its own cancellation policy — you see the exact terms on the property page before you pick dates, and again on the checkout page before you pay. As a representative example, our most common moderatepolicy is “free cancellation up to 5 days before check-in; within 5 days the first night is non-refundable”. Other properties run flexible (24h), strict, or non-refundable terms. The full wording for each policy lives next to the dates picker on the property page.
What if my flight is delayed or cancelled?
Weather, flight, and similar emergencies we always look at case-by-case. Message us on WhatsApp as soon as you know, and we’ll work with you — that’s true regardless of which cancellation policy applies on paper.
Can I change my dates after booking?
Yes, message us on WhatsApp. If you want to shift to the same length of stay at equivalent value (same property, same nightly rate), we can usually move you with no extra cost. New dates at a different rate, a different property, or a longer stay normally mean re-booking at the current price.
Egypt-Specific
What to know about staying in Egypt
Do I need a marriage certificate?
Some properties in Egypt have rules about unmarried couples (sometimes called the “orfi” question); others don’t. Our checkout asks the relevant question once, only for properties where it applies — so you find out before you pay, not at the door. If you’re unsure for a specific apartment, ask us on WhatsApp first and we’ll tell you straight.
What documents do I need at check-in?
Your passport and the smart-lock code we send in the welcome pack. No on-site paperwork, no signing forms at arrival — everything we’re required to collect is handled before you travel.
Is alcohol allowed?
Hurghada and El Gouna are tourist-oriented and alcohol is widely available in restaurants, bars, and supermarkets. House rules vary per property — the property listing’s house rules section tells you whether alcohol is welcome inside that specific apartment.
Can I bring kids?
Most properties are fine for families. Look for the “Family-size” tag on the property card — those apartments are sized and laid out for families with children. Smaller studios will say so on the card. If in doubt, message us.
Logistics & Arrival
Getting in and settling in
How does check-in work?
Self check-in with a smart-lock code. We send the welcome pack roughly 24 hours before arrival — it contains the door code, building directions, WiFi password, and the local team’s WhatsApp number. No key handover, no waiting around.
What time can I check in and out?
Standard check-in is 15:00 and check-out is 11:00. Earlier or later is often possible depending on the day’s schedule — just ask on WhatsApp once you have flight times and we’ll confirm.
How do I get from the airport?
A taxi from Hurghada International to the apartment takes around 30 minutes. Uber works in Hurghada and is usually the easiest and cheapest option; airport taxis are also fine if you agree the price upfront. The welcome pack includes the exact address in English and Arabic to show the driver.
Is there WiFi, AC, and hot water?
Yes — WiFi, air conditioning, and hot water are required on every aneess property. If anything isn’t working when you arrive, message us on WhatsApp and the local team will be on it within the hour.
Support & Contact
Reaching us during your stay
How do I reach you?
WhatsApp is the fastest — during your stay we typically reply within the hour. For non-urgent questions before you travel, email hello@aneess.com also works.
What languages do you speak?
The on-site team in Hurghada speaks English and Arabic. German speakers can reach Mathias directly. We’re comfortable handling bookings and stays in English regardless of where you’re travelling from.
What if something breaks during my stay?
Message us on WhatsApp. The Hurghada team handles on-site issues around the clock — broken AC, plumbing, a lock that’s playing up. We’d rather you ping us at 11pm than spend an uncomfortable night.
Do you offer activities or tours?
We don’t sell tours ourselves, but we know the area well and can recommend trusted operators — diving in the Red Sea, boat trips around El Gouna’s lagoons, desert safaris. Ask on WhatsApp and we’ll point you at the people we actually use.
Still have a question?
WhatsApp is the fastest way to reach us — usually answered within the hour. Or email hello@aneess.com.
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