Click through on any of the questions below for full answers to the Frequently Asked Questions.
Is it easy to book a serviced apartment?
Booking our serviced apartments is very simple. You can book online direct through our website or you can find us on many booking sites. You can also book direct on the phone with us if you prefer.
What additional services could you expect from a serviced apartment that’s different from a hotel?
Staying in one of our serviced apartments means you will enjoy the comfort and privacy of a whole apartment. We design our apartments to be a home away from home and they all come with a fully equipped kitchen meaning you are not tied to dining room times. They offer space and comfort and are located in period buildings offering our guests a real taste of London living.
How do I book and check prices online?
You can easily check rates and availability online, either direct through our website or through one of the many booking engines we are part of. If you prefer you can always call us too and we will be happy to confirm prices over the phone.
What are the terms and conditions for booking?
Our terms and conditions do vary depending on what rate plan you decide to book with. All of our terms and conditions will be e-mailed out to you with your confirmation. However, if you book a refundable rate then you are able to cancel up to 14 days before arrival. If you book a non-cancellation rate then you are unable to cancel or amend your booking.
How do I receive my booking confirmation?
Once you place a booking you should receive your confirmation by e-mail within 24 hours. You will also receive another e-mail about a week before arrival.
How do I collect the keys to my apartment?
Our office opening times are Monday - Friday 9am to 10pm, Saturday 9.30am to 6pm and we are closed on Sunday. If you arrive during the office opening times then you will collect your keys straight from us and we will take you up to the apartment and show you round. If the office is closed but you are arriving before 10pm then you can collect your keys from the out of hours key collection service. This is an off license called Tipsy Toad and is located at 91 Hammersmith Grove, this service is within walking distance to all of our apartments. If you are arriving after 10pm then we must be informed in advance to make alternative arrangements, as this can be organised on request.
What is your cancellation Policy?
The cancellation policy does depend on what rate plan you have decided to book. We have a refundable rate which means you pay the first installment of 50% on the day of booking, the 2nd installment of 50% is due 2 weeks before arrival. You are able to cancel this type of apartment 14 days before arrival to receive a full refund. We also have a non-refundable rate plan, if you decide to book this category then you will not be able to cancel or amend this booking.
What are the payment procedures?
Can I pay cash on arrival?
- Unfortunately we do not except cash and all bookings need to be paid in full before arrival.
Can I pay by credit card?
- Yes you are able to pay for your booking by debit or credit card with no surcharge attached.
Are there any other methods of payment?
- If you would prefer you are always able to do a transfer into our bank, you would just need to request this so we know to send you out our bank details. Please note that all money would need to be cleared before we could release keys to the apartments.
Why is the quoted price different to the advertised price?
The prices of the apartments can vary depending on what rate plan you have decided to book. They prices are different depending on whether you book a refundable rate or a non-cancellation rate. Also prices are subject to change depending on the seasons and market conditions.
Why have I been asked to provide ID?
On some occasions we may need to ask for extra ID details in order to prevent fraud. As all of the payments are taken before arrival we need to check that the card holder is aware of the transaction, this is why we ask you to bring with you the card you used to pay for the booking along with your form of photo ID. Also those that are arriving after 10pm will need to e-mail these details as we do not meet you upon arrival. All of our security measures are put in place to protect our guests.
Do we need to pay a deposit on arrival?
There is no deposit to be paid on arrival; however, the full amount of the booking will need to be paid before arrival. If there is an outstanding balance on arrival the keys would not be released until this was received.
What does the charge for the extra person cover?
You are able to book extra beds in some of our apartments for £12 per night inc VAT. This charge covers use of the sofa bed or roll away bed plus linen and towels for the extra guest.
What time is check in and check out?
Check in is at 4pm on the day of arrival – If you arrive before 4pm and the apartment is ready we will of course allow our guests an early check in but unfortunately this is not something we can guarantee or confirm. If you wanted to absolutely guarantee an early check in then you would need to book the apartment from the night before subject to availability. Check out is at 11am on day of departure – Again if you wanted to guarantee a late checkout you would need to book the apartment until the day after.
Where can I park?
We do have limited parking spaces available for our guests that are booked on a first come first serve basis. This facility is £18 per night inc VAT and gives you a space in our gated car park at the back of the office. The car park is within a 5 minute walk of all apartments. If our car park is full then there is on street parking available, this is a pay and display service and you are required to pay between 9am and 5pm Monday to Friday. Outside of these hours and on weekend’s it’s free.
Can I bring my pet?
We do allow pets in some of our apartments subject to request. We do have to treat each case individually when it comes to pets but generally they are allowed. You would be required to pay a £500 deposit; this would be refunded to you at the end of your booking as long as there was no damage caused. You would also need to pay a £250 + VAT deep cleaning charge, this is compulsory as we need to do a deep clean after animals in case the next guests have allergies.
Can I smoke in my apartment?
All of our apartments are completely non-smoking. If you are found to be smoking inside an apartment there will be a £300 inc VAT deep clean charge applied to your account. If you are a smoker then we do have some apartments available with outside space so you would need to book this option, otherwise you would need to go down onto the street to smoke.
Do you provide cots?
Yes we do provide travel cots free of charge to children aged 2 years and under, please note that we do not provide baby linen.
Can I make specific requirements?
You are able to make specific requests but unfortunately this is not something we can guarantee to be able to fulfil; however, we will do our absolute best to meet your requirements wherever possible.
How often is servicing and what does it include?
The apartments are serviced every 7 days and this includes the kitchen and bathroom to be cleaned, the beds and towels to be changed and the apartment to be hovered throughout. Please note that your stay will need to be at least 8 nights to have a clean during your stay. We can offer additional linen and cleaning service at £35 + VAT for a 2 hour clean.
If the apartment is not ready when we arrive can we store luggage?
If you arrive during the office opening times and your apartment is not ready when you arrive we will of course store your luggage and have it moved to your apartment for you.
If we have a problem how do we contact reception?
When you arrive you are provided with a welcome pack, this contains lots of information regarding your stay. It also contains the office opening times and emergency contact number. If you do have an emergency outside of office hours you can contact the 24 hour emergency contact number, otherwise our office is situated within a 5 minute walk of all the apartments so you could pop in and see us. We aim to attend to any issues as quickly as possible.
How many people can you apartments accommodate?
We have various different size apartments that can accommodate various numbers of people, see below for maximum occupancy.
o Studio – Maximum occupancy of 2 guests
o 1 bed – Maximum occupancy of 3 guests (3rd guest chargeable at £12per night inc VAT)
o 2 bed, 2 bed garden, 2 bed 2 bath – Maximum occupancy 6 guests (5th and 6th guests chargeable at £12 per night per guest inc VAT)
Are we able to extend a booking?
This is not something we can guarantee but yes subject to availability you are able to extend. Please note that if you extension crosses over to another rate period the nightly rate may be subject to change.
Do the apartments come with kitchen equipment and linen?
All of our apartments are offered with a fully fitted modern kitchen that includes all modern appliances as well as cutlery and pots and pans. We also provide all linen for the apartments (please note, this does not include baby linen).
Is there air conditioning?
Our apartments are not fitted with air conditioning; however we do provide fans in the apartment.
Is heating and hot water included in the cost of the apartment?
Heating and hot water is included in the price of the apartment when you book.
Do you provide WiFI?
All of our apartments are provided with free wifi. You will be supplied the codes when you arrive with your welcome pack.
What if I forget my key?
If you forget your keys during office hours no problem just pop into the office and a staff member will be happy to let you in. If you forget your key outside of office hours then there is a £50 cash call out fee.
Do you provide any products in the apartments?
When you arrive the apartment is provided with a welcome pace which includes things like cereal, milk, crisps, nuts, tea and coffee. Everything is the apartment is absolutely complimentary and for our guests to enjoy.