Serviced Apartment FAQs 

What time can I check-in/out? 
Our standard check-in time is after 3pm and until 10pm. 
Check-out is by 11am. We are able to make exceptions where possible, so please do contact us in advance for our availability. 
 
Can I check-in/out later/earlier? 
This can normally be arranged with enough notice. Please note there is an additional charge of £25 for a late check-out and this is until 1pm. 
Where possible we can try and accommodate an early check in with enough notice. 
 
Can I leave my luggage before/after check-in/out? 
Some of our buildings have luggage storage facilities and some do not. Please enquire to confirm if this is possible. 
 
What is a “Non-refundable” and “Standard Rate” booking? 
 
Standard Rate 
20% of the booking value is taken at the time of booking which is non-refundable should the guest cancel. The remaining balance is due 30 days prior to arrival. 
 
Non-refundable 
The full cost of the reservation is charged at the time of booking or 30 days prior to your arrival and is non-refundable at any time. 
 
*Please note: All properties during the period from 14/11/2019-17/11/2019 and 09/03/2020-14/03/2020 are non-refundable and full payment is due at the time of booking.* 
 
What happens if I need to contact you out-of-hours? 
We operate a 24-hour support line (+44 7393 303 911), so someone is always on hand to assist you. Please note: support between 10pm and 7am are for emergencies ONLY. 
 
How do I check-in? 
All our properties operate a self check-in system using a standard master lock key box. Prior to arrival we send all final check-in details via email. 
 
Is there a cleaning charge for the apartment and when will my apartment be cleaned? 
There is no additional cleaning charge. 
For bookings more than 7 nights in duration, free cleaning will be scheduled during your stay once a week. (All linen and towels will be changed, a general sparkle clean of the apartment and toiletries and refreshments replenished. E.g.- for a 9-night booking, we will schedule a clean halfway through your stay around the 4th/5th day. 
For bookings less than a week there will be no weekly clean/changeover. If you wish to have a cleaning service and change of linen and towels, this will be an additional charge (please enquire for pricing). 
 
What is the minimum/maximum length of stay? 
We operate a 2-night minimum stay. There is no maximum length of stay; we are happy to help with any length of stay where possible. 
 
Do you provide linen & towels? 
Yes, we provide all linen for beds (flat sheets, duvet covers and pillowcases). There is also a bath towel and hand towel per person - please specify upon booking how many guests will be staying, so we can advise housekeeping. Bath mats are in each bathroom, along with a tea towel in the kitchen. 
 
Do you allow pets? 
No. All of our properties have a strict no pets policy. 
 
Do you have Wi-Fi? 
Yes, all of our properties have free Wi-Fi. We always opt for the fastest connection available in that particular area. 
 
Do you offer corporate rates? 
Yes, we do. Please contact us for more information about our corporate packages and rates. 
 
Does the kitchen come fully equipped? 
Yes, all of our kitchens come fully equipped, including pots, pans, cutlery, dishes, kitchenware, etc. We also include complimentary tea, coffee, sugar and biscuits, along with salt and pepper. 
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