Frequently Asked Questions

What's included in my serviced apartment?

  • Living areas (except studios), kitchens, bedrooms, bathrooms.
  • Fresh linen and towels
  • Utility bills (electricity, heating, water, gas)
  • Cleaning services (daily or weekly)
  • Internet
  • Laundry facilities (washing machine, washer dryer, ironing)


What does "Instant" and "On Request" mean?

Instant Booking: These serviced apartments are available to book instantly online.

On Request: Most of our serviced apartments have a limited inventory (between 10-50 units) and confirm availability on our rates on a request basis. In these cases, we will check for availability and confirm the booking only if the apartment you have requested for is available on your dates. Should this apartment or rate not be available for your dates, we will contact you with suitable alternative options. No alternative booking is made unless you instruct us to do so.

Please note that you need to submit credit/debit card details on the form in order for us to check availability and book the apartments that you have requested.


What do the apartment rankings mean? ranks each apartment with 3 to 5 badges based on their style, comfort, amenities, facilities and guest services, and takes into consideration other aspects of a property such as overall presentation, convenience and customer feedback .

The badges reflect the level of standards you might typically expect during your stay. Below is a guide summarizing the criteria by which we have ranked all of our properties:

Budget Serviced Apartments Budget Serviced Apartments Budget Serviced Apartments

These apartments perfectly combine great value with a good level of comfort and services.

Each apartment offers self-contained living spaces, modern furnishings, quality decor, a basic kitchen or kitchenette, weekly maid service, weekly towel & linen change, and either a washing machine, washer dryer or communal laundry room.

These apartments are ideal for their convenient locations and are excellent value for money.

Budget Serviced Apartments Budget Serviced Apartments Budget Serviced Apartments Budget Serviced Apartments

These apartments offer spacious living areas, a wider range of services and a higher quality of furnishings than an apartment awarded 3 badges.

You can expect to find fully furnished interiors, superior decor, a fully equipped kitchen or kitchenette, entertainment facilities, daily or weekly maid service, daily or weekly towel & linen change, either a washing machine, washer dryer or communal laundry room, and an on-site reception or concierge.

These apartments are ideal for leisure, business or short term lets, delivering a great balance of amenities, services and fine living.

Budget Serviced Apartments Budget Serviced Apartments Budget Serviced Apartments Budget Serviced Apartments Budget Serviced Apartments

These apartments represent the very best of Serviced Apartments and are of a Luxury standard, comparable to a top four or five star hotel. Each apartment boasts exceptionally spacious living areas and a very high quality of services and facilities, presenting a top class residence for any traveller.

You could expect to find impeccably furnished interiors; sumptuous decor; daily maid service; two or three times a week linen change; either a washing machine or washer dryer; dishwashers; fitness centres with a gym and swimming pool; Hi-Fi entertainment system; state-of-the-art appliances and modern conveniences; onsite restaurant and bar; and a 24 hour reception or concierge.**

These apartments are ideal for those seeking a luxurious and exclusive home from home experience.




Available in some

(Often Off-site, certain hours)

Available in most

(On-site, Some 24 hours)

Available in all

(On-site, 24 hours)



Available in some Available in most Available in all

Fresh Towels

Maid Service

Available in all

(Weekly or less)
Available in all

(Weekly / Daily)
Available in all



Wireless Internet

Available in most

(Usually free)

Available in all

(Usually free)
 Available in all

(Usually free)

Cooking Facilities
Kitchen / Kitchenette

Available in all Available in all

Available in all

(Often designer kitchens)



Available in most Available in most Available in all

Swimming PoolGymnasiumPreview

Additional Facilities / Services

Available in some Available in most

(Common Facilities: Swimming Pool, Gym*)
Available in all

(Common Facilities / Services: Restaurant, In-apartment Dining, Butler, Welcome Hampers, Grocery Shopping*)


Bathroom Amenities

Available in most

Available in most

(Shower. Bathtub, Toiletries)
Available in all

(Common Features: Power Showers, Bathtubs, Luxury Toiletries, Jaccuzzi*)

* This comparison table of our ratings act as a rough guideline as to what to expect.
** Please check individual property pages for
a full list of the specific facilities and amenities available


What is portable air conditioning?

Some of the properties listed on our website offer portable air conditioners instead of wall-mounted (built-in) air-conditioners due to the layout of the building or room type. Portable air conditioning units are used to stabilise the air temperature in a room by extracting warm air from the room and recycling it back as cold air. The air conditioners expel heat through a hose which is vented through a window or wall. Extra charges may apply for hiring the portable air conditioners during your stay.

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How do I book an Apartment?

Our website lets you search and book a serviced apartment online using your dates, preferred locations and number of guests. Once you have selected the apartment that matches your requirements, you can complete the secure online booking form which requests for card details in order to guarantee the booking once availability is confirmed.


By phone
If you would prefer to book over the phone, contact our specialist team on +44 203 189 1269.


What happens after I make a booking?

Once your booking has been received, the apartment will be reserved, subject to availability and your credit card charged depending on the booking polciies applicable to the apartment type and building selected.

You will receive a confirmation e-mail notifying you of your confirmed apartment booking, and providing you with all of the details you need. You will also receive a booking reference number and the address of the apartment.

Please Note: Your email confirmation will usually be with you in the same day if you booked between 9:00 and 16:30 GMT, Monday to Friday. If you have booked outside of these times, your email notification will arrive the following morning, or on the following Monday if you booked during the weekend or after 16:30 GMT on Friday. We will always try to send a confirmation to you as soon as possible.

When should I book my apartment?

We would advise that you book your apartment as soon as possible to avoid disappointment, especially if your dates are during May-August (Summer) and busy holiday seasons like Christmas and Easter.

What does "Photos are for guidance purposes only" mean?

All of the pictures on our website are of the actual apartments available at the respective properties supplied by the apartment management teams. Many of these apartment buildings tend to have between 10 to 600 units within each building, therefore it is not possible for all of the units to have exactly the same layout.

While the layout may slightly differ, you can be assured that the pictures displayed are of the actual apartments at the respective property and are relative to the quality of furnishings as per the apartment description.

Is it possible to view an Apartment before booking?

Yes, we can arrange for you to view an apartment before booking, provided it is not occupied by another guest.

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How do I pay for my booking?

Payment for the accommodation booking must be made to Check-in-London on behalf of the apartment operator by credit or debit card in full by the dute date as stated in the booking confirmation and all payment must be made in £GBP sterling. We do not charge any credit/ debit card surcharges.

If payment is made by bank transfer (international or otherwise) you will be liable for any bank charges incurred and any difference in price due to exchange rates.

Most apartments will require you to produce a method of payment upon arrival, as you would expect in a hotel, whether it be in cash or, more usually, by credit card pre-authorisation or advance security deposit. This is to cover any incidental costs you might incur, such as telephone calls or car parking if applicable.

For apartment buildings with no on site staff you will usually need to pay a secuirty deposit in advance which will be refunded back to your card after departure once the apartment has been inspected.

Corporate & Group accommodation bookings:.
For corporate or group bookings, we will always work with you to establish a payment method that suits you. Typically, this involves the apartment raising a pro-forma invoice for you. Arrangements can be made for part of the invoice amount to be paid upfront and the remaining amount to be paid closer to the arrival date of the ocupancy. For longer bookings, payment can often be made in instalments, eg. on a monthly basis. 


Is it safe to supply my credit card details online?

Yes. We only accept your credit card details online via our secure booking forms that are hosted on our secure server and encrypted when they are submitted between your browser and our server. We use Geo Trust SSL for encryption.


When will my credit card be charged?

This depends on the particular apartment that you have chosen to book, and you can find this information on each accommodation webpage or in your booking confirmation. 

If you fail to cancel your reservation and do not arrive at the apartment, you will be charged a cancellation fee, which varies according to the particular apartment booked.

What is VAT?

VAT stands for Value Added Tax. Depending on the accommodation you choose to book and the length of your stay, the VAT rate may vary from 0% to 20%. All the properties listed on our website display rates that include VAT, unless otherwise stated. This means that the rate you see before you book is the total price for the apartment - no additional taxes or service charges will be added to your bill.

Stays over 28 nights usually benefit from VAT savings (where applicable).

How safe is the website ?

Our booking pages are hosted on a secure server and your booking and card details are sent to us using Secure Socket Layer (SSL) encryption technology.

When you are asked to enter your credit card details on a secure booking form, you will see a small padlock icon appear at the top right corner of your browser window or in your address bar which will look like this:

This means that your data is being sent securely and your credit card details are encrypted (scrambled) so that it can only be read by the secure serve. This encryption makes internet transactions as secure as possible, so you can make your booking using this website with 100% confidence.

Also, you will notice that on secure booking forms, the address line changes slightly to reflect that the page is hosted on a secure server. The normal 'http:' at the beginning of the URL becomes 'https:', where the 's' indicates a secure connection.

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What happens when I arrive at the apartment?

Different apartments have different check-in procedures.

Most apartments have a reception desk, like a hotel, where you can pick up your keys, whilst others have a meet-and-greet service. Some apartments have a system whereby you'll be given an entry code to get into the building prior to arrival. Once inside, you'll be able to use another code (which you'll also have been given) to access a mini-safe, where you'll find the keys to your apartment.

You may also be shown around the apartment by a member of the management team. If it is a self check-in property you will find various manuals and handbooks within the apartment explaining how to connect to the Wi-Fi, operate the appliances, how to use any other on-site facilities and emergency contact numbers.


How do I cancel or amend my booking?

All of the apartments featured on have a cancellation and amendment policy that must be observed.

This can be seen on the individual accommodation's webpage, and also on the booking confirmation email that we send you. To cancel a reservation, please contact us as soon as possible by telephone or email, quoting your unique booking reference number (also contained within your confirmation email).

After a reservation is confirmed, it will be subject to the Apartment booking policy including any cancellation charges stated in the Booking Confirmation. Any change in dates or reduction in number of nights will be treated as a cancellation. If you cancel your reservation within the required time before arrival, which is 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.

All cancellations and amendments should be sent in writing by e-mail. Enquiries about cancellations and amendments can be made on the phone first but must be followed by a written confirmation by e-mail.

Once your cancellation or amendment request has been received you will receive a confirmation of the same. Your booking will still be considered valid/unchanged until you receive a cancellation  or amendment confirmation.

We will then make the cancellation with the individual accommodation. 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 the amount (if anything) that will be charged to your credit card.

Please ensure you contact us if you do not receive a confirmation of your cancellation/amendment within 1 hour of your initial request during our office hours. Please note that all cancellation/amendment requests sent by email outside our Office Hours will be not be confirmed until the next working day.


How do I find out more about bed sizes and variations?

All bed sizes vary from apartment to apartment and there are also different variations of extra beds that can be added to the apartment in some instances. This can be very confusing for anyone trying to book an apartment and for that reason, we have devised a Beds Guide to make the process much easier.  This guide gives approximate sizes for all bed variation that we have on the website but if you cannot find the exact answer that you are looking for, call us today and we will gladly assist with your query.



We hope that these FAQs have answered all of your questions, but if you still have queries, please do contact us on 00 44 203 189 1269 or email us

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How to use this list?

  • Search for rates and availability for the dates of your stay
  • Click "Add to List" next to the accommodation you want to add in this section
  • Then follow the instructions to save your lists or send via email
  • You can also click "Prepare Brochure" if you would like to download a brochure of your lists
  • Don't forget you can view your lists and quotes at anytime by logging in to your "My Account" area