Frequently Asked Questions

Click on any of the questions below to read the answers. If you have any questions that are not answered below, please do not hesitate to contact us.

What is is a booking agency for serviced apartments in London. We offer a number of carefully selected, well managed apartment properties in central London, the majority of which are discounted. You can book an apartment for any period, from only one night up to three months or more. The reservation service is open to anybody and is FREE to use - we charge NO FEES to our customers.

What are Serviced Apartments?

Serviced Apartments are an alternative accommodation option to hotels and B&Bs. Each serviced apartment is self-contained with a living room, bedroom, bathroom and fully equipped kitchen or kitchenette. Like a hotel, serviced apartments benefit from linen and maid services, but they typically offer more room and more home comforts than an equivalent standard hotel.

What can I expect in my apartment?

It depends on what type of apartment you choose. We have a range of apartment types and sizes, including studio apartments, one, two, three and four bedroom apartments and so on. All apartments come with sleeping and living areas, as well as your own bathroom and kitchen. Studio apartments typically have a kitchenette, smaller than a normal kitchen, but still equipped with the essentials. Larger apartments benefit from a fully equipped kitchen complete with cooker, microwave, fridge-freezer, utensils, cutlery and crockery. Some also have dishwashers. The majority of apartments offer basic entertainment facilities such as TV, DVD, hi-fi and broadband, and many have separate lounge areas with sofas and chairs to relax. Linen and maid services vary between apartments. Some offer daily services, some are weekly. Many apartments have on site reception or site managers for your security and convenience.

Why should I choose a serviced apartment over a hotel or B&B?

Not only can you benefit from more space and great savings, serviced apartments give you the best of both worlds, with hotel service mixed with home comforts, privacy and personal touches. Find out more about Why Serviced Apartments are the best option for visiting London.

How do I pay for the booking?

When you book online with us, we will take your credit card details and pass these onto your selected apartment. In most cases, your card will not be charged until you arrive at the apartment. On arrival, you can choose to pay via card or cash, depending on which method is most appropriate.

For business or group bookings, we can work with you to setup a payment method that best suits you. This could be raising a pro-forma invoice, or establishing monthly instalments for longer stays.

Please note: most apartments will request your method of payment on arrival to cover any incidental costs during your stay, such as telephone calls made on the apartment’s landline.

How far in advance do I have to book my apartment?

As serviced apartments are becoming a popular choice with visitors to London, availability can drop in peak seasons. Therefore, we recommend that you book at least one month in advance of you trip, however we will always try our best to find last minute accommodation for you.

How can you offer such great discounts?

Due to the volume of apartments that we book on a regular basis, we have gained excellent relationships with all of our apartment providers and as such are able to negotiate the best rates for you.

Do I pay any money to

No. We will make the reservation for you and pass your credit card details onto your selected apartment, where your payment is made directly to them as per the rates displayed on our website and your booking form.

How do I book an apartment?

See our quick guide to the booking process.

1. Once you have found the apartment you require, click the 'Book This Apartment' button and you will be taken to a secure booking form. 

2. Complete the booking form with the details required. It is important that you fill out all the fields. Once you are happy with your details, click 'SUBMIT' for your details to be sent securely to 

*Important - On the booking form, please ensure that your e-mail address is correct. If your e-mail address is incorrectly typed in, we will be unable to respond to your request. 

3. Acknowledgment page - Once you have pressed 'submit' and your details are all correct, you will be taken to an acknowledgment page. This is an automated process that guarantees that the details have been submitted. 

4. Confirmation e-mail - Once your booking request has been received, the apartment will be reserved, subject to availability. You will receive a confirmation e-mail telling you of your confirmed apartment booking and providing you with all the details you need. You will also receive a booking reference number and the address of the apartment. 

Note: Your e-mail confirmation will usually be with you the same day if you booked between 9am and 4.30pm UK time, Monday to Friday. If you have booked outside of these times, your e-mail notification will arrive the following morning, or on the following Monday if you booked during the weekend or after 5pm GMT on Friday. We will always try to get the confirmation to you as soon as possible.

What is the difference between a Guaranteed Booking and a Subject to Availability Booking?

You may notice that some of our apartment options have Guaranteed bookings and some a subject to availability. A Guaranteed booking means that your selected apartment and rate are available for your requested date(s). When you make a guaranteed booking we are able to process your booking straight away, and confirm your booking immediately.

When a booking is subject to availability it means that your selected apartment and rate may be available for your requested date(s), but we will need to check to confirm availability. When you make this type of booking, we will take your details in anticipation of being able to confirm and complete the booking. If your apartments and rates are available, we will book the apartment straight away, and confirm your booking immediately. If however the apartment is not available, we will endeavour to contact you with suggested alternatives – we will not charge your card for any apartments until you have confirmed where you would like to stay.

What is VAT?

VAT stands for Value Added Tax. All rates include VAT, unless otherwise stated. This means that the rate you see on the website is the total price for the apartment - no taxes or service charges will be added to your bill.

Can I book an apartment without a credit card?

Unfortunately this is not possible. All the apartments require credit card details, either as payment or as a form of guarantee, in order for you to make a reservation. If you do not cancel the reservation within the cancellation notice period, and you do not arrive at the apartment, the apartment is entitled to charge a cancellation fee to the credit card. (Please check individual apartments' web pages for details of cancellation charges, under the sub-heading 'Terms and Conditions').

What credit card details must I supply?

We require the credit card number, CVV security code, expiry date and also the full name and billing address of the credit card holder.

Is it safe to supply my credit card details?

See our site security section for full details. 

All bookings are made using our secure booking form. The booking form is hosted on our secure server. All the information you submit on the booking form is encrypted between your browser and our server. We use SSL for encryption, which is the most common and accepted encryption system used on the web. 

When will my credit card be charged?

This will depend on the apartment that your choose. Most apartments will not charge your card until you arrive at the property. If however you fail to cancel your booking within the stated notice period, your card may be charged a cancellation fee. On arrival at your apartment, you may be requested to produce your method of payment, which will cover any incidental costs during your stay. Please check the Terms and Conditions for your selected apartment on the apartment’s web page.

How do I cancel my reservation?

All the apartments on the website have a cancellation policy which can be found on the apartment's web page, and also on your booking confirmation email that you will receive once your booking is complete. To cancel a reservation, please contact us as soon as possible by telephone or email, quoting your booking reference number (also contained within your booking confirmation email). We will then make the cancellation with the apartments. If any cancellation charges apply, we will liaise with the apartments on your behalf to try to reduce them to a minimum, and will contact you to confirm what (if anything) will be charged to your credit card. 

If you need to cancel a booking urgently, and it is outside our office hours, then we advise you to inform the apartment directly using the contact details you'll find on the confirmation email.

What does the term Cancellation Policy mean?

Each apartment has its own cancellation policy which can be found in the Terms and Conditions on the apartment’s web page. It is important to read this carefully before booking. If you cancel your reservation within the required time before arrival stated in the apartment's cancellation policy, you will not usually incur a cancellation charge. If you fail to cancel your reservation and do not arrive at the apartment, the apartment may charge your credit card with a cancellation fee, which varies according to the particular apartment (Please check your apartment’s cancellation policy for details).

How do I amend my booking?

You can contact us by email, telephone or fax with any amendments you require, for example, if you want to add nights to your booking, or change the apartment type (see contact us). We cannot, however, guarantee availability if you require extra nights. If you wish to reduce the number of nights booked, you may be subject to a cancellation charge, but we will always do our best to help you.

What do your apartment rankings mean?

The Association of Serviced Apartment Providers Quality Assessment: The ASAP marque confirms that this serviced apartment operator has been ‘quality accredited’ by the ASAP and as such meets all the core compliance of legal, health & safety requirements and good practise and delivers a minimum standard of quality expected by all customers.

We hope these FAQs have answered all your questions, but if you still have queries, please do not hesitate to contact us.

Call us now on 01524 544243 and speak to one of our knowledgeable advisors

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