FAQs: COVID-19

Some important things to know 
Last updated: 17 May 2020

We understand the uncertainty surrounding the COVID-19 situation. We want to continue to communicate with you as much as possible on the subject. Rest assured that your health and security is our number one priority.

Please take a look at our Frequently Asked Questions. If you can't find the information you're looking for, don't hesitate to email us at 
memberexperience@hmlet.com and we'll do what we can to help.

For health and travel advice from relevant authorities, visit:
Singapore: Ministry of Health
Hong Kong: Centre for Health Protection
Japan: 
Ministry of Health, Labour and Welfare

CTA

What measures are Hmlet taking for apartment viewings?

We are conducting virtual tours as much as possible and if physical viewings do happen, Hmlet is taking all the appropriate measures to ensure the health and safety of our members, potential members and staff. In Singapore, as per the latest Government update on May 14th, physical viewings are restricted to 02 persons including the Hmlet team member. 

We ask for the travel history of visitors, we limit the time of the viewings, during which the visitor does not come into direct contact with the Member, or the Member's personal belongings. We inform and get prior consent from current members in the unit, and, if uncomfortable, Hmlet respects this and will proceed with virtual tours instead. 


What precautions are Hmlet cleaners taking before entering homes? 

Hmlet works with professional cleaning vendors who are strictly following all the Ministry of Health regulations in each country as well as meet high disinfection and cleaning standards. This includes temperature checking, the usage of masks and disposable gloves for every unit and sanitizing. 

The cleaning of our common areas has never stopped and we will continue to ensure that they are well maintained with hand sanitiser where applicable. Weekly unit cleaning happens based on each member’s agreement terms and room cleaning can be requested through the Hmlet App, at a fee. 

Our members can contact our Member experience team anytime by raising a ticket through the Hmlet App or by chatting with us.


Given the global pandemic situation and uncertainty, what is the early termination fee if I need to return to my home country or break my contract? 

We understand the unique circumstances and we stand ready to help. If you have any specific requirements regarding contracts, please get in touch with community@hmlet.com, and our member experience team will assist. We are promptly answering all requests and taking them on a case-by-case basis.


Can I get visitors or invite my friends to my apartment?

Following each government’s regulations, social gatherings in households are subject to each Government’s restrictions to reduce the transmission of the virus. It is crucial that all members must observe good hygiene practices and comply with both Hmlet guidelines and local regulations at all times. In Singapore, household gatherings are restricted to two visitors per day starting May 16th 2021. 

Before planning for any overnight visit, please communicate with our Member Experience team to consult and get approval, your flatmates need to be informed as well.


If myself or my flatmate is flying from abroad requiring isolation for 14 days upon return, what measures will be followed considering we are in a co-living environment? 

Hmlet requests all members to share this information as early as possible. Each Government has their own set of rules which are continuously updated. This includes where your isolation will happen- either in a designated Government facility or in your residential address. If you are to do so in your Hmlet home, we need to know in advance so we can ensure to communicate with all your flatmates and take the necessary precautions. 

If any member feels uncomfortable, Hmlet may have some capacity to accommodate isolated members. This will be based on our availability of rooms and depending on each country’s government regulations at each point of time. 

We are keeping the Covid Guide in our Hmlet App updated regularly to help you with your plans.

Trust that if we are unable to accommodate you or your flatmate in a Hmlet home, we will do everything in our hands to assist in finding the best alternative for adequate isolation. 

If you do show symptoms or test positive, please let us know immediately. 

If you are yet to Move-In, we will be in contact with you if anything changes prior to that date or to inform of all the required procedures. 

Do remember that you need Government approval before entering the country, so please make your arrangements before travelling in and read all the country specific Government regulations in advance. 

 

What is Hmlet doing about its community events?

We have been following each country’s Government regulations strictly and prioritising virtual events. However, where guidelines allow, Hmlet F2F events are happening in small groups. We can’t wait to have member events in larger groups and reviving our Hmlet community the way we love it!


Are you closing off the common/shared areas of the properties? Can we gather with other members or families? 

Social gatherings must comply with each country’s Government regulations.  Please keep a close eye on the updates and our FAQs. 

Our Security Team is continuously monitoring our common areas to ensure compliance and for the health & safety of all our members. Measures will be taken of non-compliance. 

Please make sure to follow personal hygiene and safe distancing practices.


What is the difference between Stay Home Notice (SHN), Self Isolation and Quarantine Order (QO)?

SHN means you must remain in your place of residence or alternative accomodation at all times during the 14-day period. You are to opt for home delivery of services and get others' assistance when required. Minimise all contact with others and avoid visitors at home. You are to maintain a record of those in contact with you during this period. 

In some countries, when issued self-isolation, you are forced to self-isolate for 14 days in either your home or the location indicated by the authorities. Penalties apply for those who don't comply.

QO is a legal order issued to individuals under the Infectious Disease Act and thus has legal force with severe penalties for non-compliance. You must be isolated due to being a suspected case or carrier of the disease, or in contact with a positive Covid-19 case. This has the aim to limit the spread of the virus in our community.

Do ensure the relevant authorities keep being monitored at all times. In many countries, including where Hmlet operates, Covid-19 testing is now mandatory upon arrival prior to any 14-day isolation issued.


If I don’t have a Hmlet App how can I contact customer service?

You can reach our member experience team anytime on the below email addresses. If you are already a Hmlet Member we will ensure to get you App access right away if you are having any issues.

Singapore: memberexperience@hmlet.com

Hong Kong: memberexperience@hmlet.hk

Japan: memberexperience.jp@hmlet.com


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