Frequently Asked Questions

Before you book

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» What is included in the daily rate?

Our serviced apartments are fully furnished and include a fully equipped kitchen with appliances, cookware, dinnerware, and flatware, giving you the flexibility to cook inexpensively and at your own convenience. The rate also includes internet access and all utilities, as well as in-unit or on-site laundry.

Click here to see a complete list of furnishings and inventory.

» Is there a minimum length of stay?

Typically, we require a minimum stay of 30 days. However, depending on availability we can occasionally accommodate reservations for shorter stays. Please contact us for availability and pricing!

» How many people can stay in the apartment?

The occupancy standards depend on apartment size:
- One bedroom apartment: Limit two occupants
- Two bedroom apartment: Limit four occupants
- Three bedroom apartment: Limit six occupants

» What is the difference between Oakwood and ExecuStay?

Oakwood is the leading global provider of furnished and serviced apartments, with access to the largest selection of housing options and a presence in all 50 United States and more than 95 countries. That means anywhere travelers want to go or need to be, Oakwood offers thousands of locations in cities and remote areas.

ExecuStay is the rewarding choice for fully furnished extended stay accommodations across 8,000 cities the United States. As the preferred furnished housing partner of Marriott® International, guests can earn Marriott Rewards® points for stays of 30 days or more.

» Can I earn Marriott Rewards® Points for my stay?

Marriott Rewards® members can earn 2.5 Marriott Rewards® points per dollar spent on qualifying charges for stays of 30 days or longer at any ExecuStay branded apartment. Qualifying charges include rental expenses and fees. Taxes, refundable deposits, long-distance charges and damage fees are excluded.

With every stay of 30 nights or more at ExecuStay, you’ll receive points that can be used at over 3,700 hotels in 70+ countries, across 14 distinctive Marriott brands. And you can redeem points for more resorts, golf courses, spas and diverse experiences than you’ll find with any other hospitality program.

Each time you stay 30 nights or more at ExecuStay, you’ll receive 2.5 points for every U.S. dollar spent on rental expenses and fees. You’ll also earn 1 night toward Elite status for every 3 nights stayed.

You can use points for free Marriott hotel nights with no blackout dates, top-name merchandise, travel packages and more.

Join Marriott Rewards, free.

» Do you offer insurance coverage while traveling?

We offer Personal Property Protection Plus (PPP+) insurance coverage at a low additional cost that can be added to your furnished apartment daily rate.

» Can I bring my pet?

We are happy to house your pets, and many of our apartments are pet friendly! We do have a standard limit of two pets per apartment, and additional breed and weight restrictions may apply. Please note, there is a non-refundable pet fee that covers up to two pets for the entirety of your reservation.

Please let us know if you have any pets when making your reservation, so we may verify that they are permitted at the apartment community.

» Do I have to apply or pay a security deposit?

In order to make our reservation process as simple and easy as possible, we never require a security deposit.

Some apartment communities may require some basic information and a photo ID in order to run a background and/or credit check prior to your arrival.

» What happens after I make a reservation?

Once you make your reservation, documents will be emailed to you or your company’s administrator to finalize your booking.

After all paperwork is completed, we will email you detailed arrival instructions and other important information regarding your stay.


Current Guests

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» How do I access my apartment on arrival?

Once your reservation has been confirmed, your Account Manager will email you detailed arrival instructions, as well as any other important information you might need to arrive and get settled.

We highly recommend printing out these instructions or saving them to your phone or tablet so you can find them easily once you get to the apartment community.

If you experience any difficulties on arrival, please don't hesitate to call our office at 1.800.416.2787.

» How do I log in to the Wi-Fi in the apartment?

You will be provided with the login information and instructions for accessing the internet upon arrival.

If you are having difficulty connecting to the internet, try restarting the wireless router by unplugging it from the wall, waiting 30 seconds, and then plugging it back in. It may take a minute for the wireless network to show up on your device.

If you are still experiencing difficulties with the Wi-Fi, please call us at +1.800.416.2787.

» How do I watch cable TV?

You will be provided with instructions on how to use the cable TV upon arrival.

If you are having difficulty accessing cable service, please make sure the cable box is turned on. Please note, some cable boxes may display the time even when they are turned off. If you are seeing an error message of "No Signal," the TV input may need to be changed. Using the Vizio remote, press the "Input" button to cycle through the options. Cable service is usually set to either "HDMI1" or "CABLE."

If you are still experiencing difficulties with the cable service, please call us at +1.800.416.2787.

» Who do I contact for questions or service requests?

You may call us anytime at +1.800.416.2787 or email us at help@oakwoodheartland.com for questions or service requests.

You can also contact our local offices at:
- Columbus: 614.891.9288
- Cincinnati: 513.794.0717
- Indianapolis: 317.680.0111

» Who do I contact for emergencies?

In case of fire or other life-threatening emergency, please call 911 or the local police department.

For non-life threatening emergencies such as a lock out or a leak in the apartment, please call our emergency line at 614.891.9288 Extension 4. Our representatives are available 24/7 to assist. The following situations are considered emergencies:

- Loss of power
- Loss of heat or A/C, weather depending
- Lockout situations
- Difficulties during the arrival process
- Active leaks
- Clogged toilet, in an apartment with only one bathroom

Please note all other issues will be reported and addressed the following business day.

» What if I need assistance operating the appliances and electronics in my apartment?

Visit guide.oakwoodworldwide.com for information and helpful instructions. You can access this resource any time, or simply download and print out what you need ahead of time before you arrive. Also, you may call us at +1.800.416.2787 for further assistance.

Don't see what what you're looking for?

We're happy to answer any questions you might have! Click below to send us an email, or give us a call today at 1.800.416.2787, or 1.614.891.9288