FREQUENTLY ASKED QUESTIONS

Our goal is to make sure every stay at The Francis Hotel & Suites feels like one for the history books. Whether you’re deciding to make a reservation or already on your way, we’ve collected answers to our most frequently asked guest questions below to help you rest easy upon arrival.

Reservations & Hotel Operations

  • Check-in at The Francis begins at 3pm. Check-out is promptly at 11am.

    Because we are a contactless hotel, you can check in any time after 3pm, whether you’ll be arriving at 6pm or after midnight!

  • To ensure your room is immaculately clean, we cannot guarantee an early check-in for your stay. If you would like to request one, please contact us via the guest communications portal you received via text message after booking or email us at contact@thefrancisksq.com.

    If want to linger a little longer, you can add a late check-out to your reservation for a $50 fee. Simply choose the Late Checkout add-on while booking online. Late check-out is at 1pm. 

  • We understand plans can change. If you need to adjust your reservation, please email us as soon as possible at contact@thefrancisksq.com. We will do our best to make modifications, but please note we may be unable to accommodate some requests made less than 30 days from your date of stay.

  • We understand plans can change, and we’ll do our best to make the process smooth.  

    • Cancellations made 30 days or more before arrival are eligible for a full refund.  

    • Cancellations made less than 30 days before arrival are non-refundable. 

    To cancel your reservation, please email us as soon as possible at contact@thefrancisksq.com.

  • Of course! Whether it’s a reunion, company retreat, or the wedding of your dreams, we would love to host your large party at The Francis. For group rates and booking information, please email us at contact@thefrancisksq.com.

  • A contactless hotel uses technology to make your stay simple, secure, and self-guided without a front desk. You’ll check in online, unlock your room with a unique code, and enjoy a seamless stay with communication and local support from our team if you need it.

  • Before your arrival, you’ll receive a unique check-in code that will unlock your door. When you arrive, type it into the keypad on your door, followed by the checkmark key to unlock your room. Once you unlock your room, that’s it! You’re officially checked in.  

    The morning of check-out, we’ll send check-out instructions via the guest communications portal. When you’re ready to leave, simply type in the code provided, followed by the checkmark key. After 30 seconds, your door will lock and you will be checked out of the hotel. 

  • We have 4 parking spaces and 1 handicap parking space behind the hotel, on Sycamore Avenue, available by reservation only. Booking a room does not guarantee a parking spot in our lot. You can reserve a space during checkout on our direct website for a fee of $25 per night. If you did not purchase a reserved parking spot, free street parking is available directly in front of the hotel on South Union St, with a 2-hour limit Monday-Friday from 8am-6pm and no restrictions overnight or on weekends. Please pay attention to posted signs to avoid fines or a tow at owner’s expense.

  • The day of check-in, you’ll receive a text from us that opens our guest communications portal. For the fastest response, send us a text message in that thread. Our General Manager is available between 9am and 8pm daily.  

    If you’re having issues with the guest communications portal, please email us at contact@thefrancisksq.com.

Rooms & Amenities

  • Yes! Wi-Fi is complimentary with every stay. Find the login information in the guest binder in your room.

  • Absolutely! Suite 1 The Watchmaker is our ADA-compliant room, offering a more spacious floorplan, roll-in shower, wider doorways, and grab bars in the bathroom. Additionally, Room 3 The Gardener has an extra-wide floor plan to accommodate wheelchairs.

  • Guests desiring step-free access may use our fully accessible rear entrance, accessible from Sycamore Ave and our parking lot. We also have 1 handicap parking space available in our back parking lot.

  • Yes! When checking out online, you’ll have the option to select from a list of all our available rooms after you’ve entered the dates of your stay. 

  • While we do not offer breakfast or have a restaurant on-site, each room has a mini bar stocked with a Nespresso coffee machine, free coffee and tea, and additional snacks for purchase. We are also a short 5-minute walk to several coffee and breakfast spots in town, including Mary Pat’s, Philter, and Talula’s Table.

  • To purchase items from the mini bar, use your mobile device to scan the QR code on the menu in your room, choose the items you’d like to purchase from the list, and check out securely.

  • Each room comes with a Nespresso coffee machine and a mini fridge. Both of our Lofts (The Builder and The Educator) come equipped with microwaves, along with a small range, in the kitchenette. All other rooms do not have microwaves.

  • No. Due to the historic nature and intimate size of our boutique hotel, we do not have an elevator. Guest rooms are located on multiple floors and may require the use of stairs.

    Please refer to each room’s description to determine if it is on an upper floor prior to booking. If you have questions about mobility or accessibility, please email us at contact@thefrancisksq.com.

  • To reduce our carbon footprint, each room comes with two refillable glass water bottles. Feel free to use them during your stay and refill them for free at the water refilling station located in the Common Room at the bottom of the back stairwell.

    If you would like to take the glass water bottles home with you, they are available for purchase from our mini bar!

Hotel Policies

  • Yes! After taxes, 100% of our profits are reinvested through the Square Roots Community Initiative to support various community projects and organizations, from fostering the local arts and culture scene to fighting to end homelessness. Every stay at The Francis helps our community thrive!

  • Yes, we are a smoke-free property. To help us maintain a clean and healthy environment for every guest, we kindly ask that you refrain from using any smoking or vaping products during your stay.

  • Although we love all furry friends, we are unable to accommodate pets on our property. Only certified service animals are allowed in the hotel. 

  • Yes! For family stays, we recommend reserving one of Lofts, The Educator and The Builder, or one of our 2-room Suites, The Watchmaker and The General, which all come equipped with one standard bed and one pull-out sofa. Each room must have at least one registered guest aged 21 or older staying for the duration of the reservation.

  • If you leave something behind, please send us a message via the guest communications portal or email us at contact@thefrancisksq.com to let us know. We will do our best to promptly return the item to you. This could result in a shipping fee, depending on the item.