FAQ

1. How do I check availability and book an apartment?

You can check availability and book an apartment online with our integrated booking webpage.

2. Is there a minimum rental period?

We have a minimum 3 night rental - shorter stays can be accommodated upon request

3. What is included in the rental rate?

The rental rate quoted is an inclusive amount. No other charges for things such as cleaning, linen, utilities or taxes will be added. A security deposit of £150 per booking party is required by credit card pre-authorization on or before arrival. Guests will not be permitted to check in without providing a security deposit.

4. What are the maximum occupants per apartment?

Our apartments have different configurations which are detailed on the specific apartment descriptions. We can usually accommodate additional guests through the use of air mattresses although please advise on guest numbers before booking.

5. What is the check in procedure?

Once your booking is confirmed we will send you a self check in guide.This is a step by step picture guide for easy independent access to your booked apartment. With this document you are free to arrive at your leisure after 3pm on your day of arrival.If you have any queries regarding the check in document, please feel free to contact one of our team members who will be happy to assist you.

6. How should I leave the apartment at check out?

The apartment should be left in a clean and tidy state. Clean and tidy is the state the apartment was in at the time of check in.

7. Do you have any house rules?

Yes, It is illegal to smoke within our apartment buildings, Pets are not permitted in any of the apartments and guests are asked not to leave children unattended on the premises at any time.

Any individual or group member found either in possession, using or distributing illegal drugs will be banned from the premises and reported to the police. If you cause excessive noise or disturbance to other guests in the building, smoke inside or interfere with our fire detection system we may terminate your booking without refund and require you to leave the premises immediately.

8. What happens if I break something during my stay?

Inform a member of our team as soon as you can, usually we can fix a breakage in a day or two. You will be charged the amount it cost to repair or replace from your deposit at the end of your stay.

9. What do your apartments come with?

A welcome folder is found in all of the apartments with information and help on using the apartment and about the local area. We provide guests with kitchen cleaning products and washing powder, fairy liquid and tea towels as well as bed linen, bath towels and toilet paper.

Sky TV and complementary wireless internet access is available in each apartment, a password to the secure wireless internet is provided on the welcome sheet. Please note we cannot guarantee uninterrupted internet service due to unanticipated circumstances, but will do our utmost to improve the service for you should a disruption occur.

Amenities in the apartments vary depending on the size, further information can be found on the specific apartments page. Bed linen and towels are provided and we are happy to supply baby cots (linen not provided), high-chairs and extra chairs if required, please make us aware of any extras you may require in your booking request.

10. Do we provide cleaning services?

Your apartment will be cleaned for your arrival, a weekly clean and towel change applies to stays longer than 7 nights. Additional cleaning can arranged for a fee of £25 (this includes bed linen and towel change).

11. Do we provide any extras?

Upon request we can arrange a selection of pre-order shopping packages ready for your arrival in London. Please see out extras section for more information on the packages available.

12. What happens if I leave something behind?

Your apartment will be cleaned after your departure, any forgotten items will be collected and brought to our office. We will contact you to let you know and arrange postage or collection. Please note that any unclaimed and uncollected items will be given to charity after 2 weeks.

13. What time is the check-in and check-out times?

Check out time 11am, Check in time 3pm. outside these hours may be possible and this needs to be arranged in advance. A late check in fee of £30 is payable for arrivals after 5pm unless you choose to self check in option.

14. Cancellation

Our cancellation policy is as follows:

  • Bookings cancelled up to 2 months before the start of the stay will be charged 30% of their total booking cost.
  • Bookings cancelled up to 1 month before the start of the stay will be charged 55% of their total booking cost.
  • Bookings cancelled up to 15 days before the start of the stay will be charged 100% of their total booking cost.
  • Cancellations must be made by 12 midday GMT on the appropriate day

15. Where are you located?

Our offices are located at 58 peartree street, London, ec1v 3sb. If you wish to contact us, please see our phone numbers and email addresses on the contact us page.