Frequently Asked Questions

About the Accommodation

Your Stay

Booking, Cancellations & Payment

About the Accommodation

What is a serviced apartment?

An apartment that comes equipped with furniture, self-catering essentials, bed linen, towels, utilities (electricity, water, internet) all provided and regularly cleaned and checked by a professional housekeeping service or apartment management company is a serviced apartment. 

They are self-contained (i.e without shared facilities) and have a private living area, a kitchen or kitchenette, bedrooms (except studio apartments) and bathrooms.

Serviced apartments are available in different sizes with different facilities and are also known as extended stay hotels, aparthotels, corporate housing and short term lets.

Are serviced apartments fully furnished?

Yes, serviced apartments are fully furnished and usually have:

  • Living area: sofa, armchair, coffee table, TV, TV stand, dining table, chairs, curtains, rug, mirror
  • Kitchen: fridge/freezer, hob (2 ring or 4 ring), oven, microwave, kettle, toaster, sink, bin, dishwasher, cutlery, crockery, cooking utensils
  • Bathroom: towels, bathtub or shower, toilet, wash basin, mirror, towel rails, toilet roll holder, bin
  • Bedroom: beds, bed linen, pillows, duvet, side table, work desk/dressing table, wardrobes, night lamp
  • Utilities: washing machine or washer/dryer, iron and ironing board, in-room safe, hairdryer, fans

Is the internet provided?

Yes wireless internet is provided in all serviced apartments. The connection details are provided on arrival.

Is it possible to add an extra bed bed?

Yes, you can request for an extra bed in your serviced apartment.
Extra beds can be foldaway beds, rollaway beds or sofa beds. Not all apartments can accommodate an extra bed.

Charges may apply for additional extra beds.

Are twin beds available?

Twin beds are available in some apartments and are usually on a request basis. 

We feature some apartments with convertible King size beds or “zip-link” beds which are King size beds that can be converted into twin beds in apartments with one, two or three bedrooms.

What bed sizes are available?

Bed sizes vary in each apartment and are displayed in the room type information on each property webpage.

See our Bed Guide for more information on bed types and dimensions.

Please read the details on the property webpage carefully or ask about bed sizes at the time of booking.


Is there a lift in the building?

Not all serviced apartments have a lift in the building. Please read the details on the property webpage carefully or ask about lift availability at the time of booking. 

It is common for traditional properties or period buildings to not have a lift in London and the UK. Newer developments almost always have lift access.

We also have apartments that are located on the 4th or 5th floor without lift access.

Is there a washing machine in the apartment?

Serviced apartments may or may not have a washing machine within the apartment. 

Those that have laundry facilities within the apartment would have a washing machine and a drying rack or a washer dryer which is a combined unit for washing and dryer. 

Where laundry facilities are not provided within the apartment, a communal laundry room will be available on site, with either free-to-use or pay-as-you-go laundry machines.

What is the difference between a washing machine and washer dryer?

A washer dryer is a combination appliance that not only washes clothes but also has an in-built drying function that is designed to dry clothes after they are washed. 

A combination washer/dryer may not dry clothes as quickly as a standalone dryer.

What is a walk-in shower?

Some apartments have a separate bathtub and walk-in shower or a shower cubicle that you can easily walk into. However in most cases, apartments come with a shower over the bathtub in London and the UK.

What is the difference between air-conditioning and comfort cooling?

Some serviced apartments feature wall-mounted or inbuilt air-conditioning units in some or all of the rooms which can be individually controlled by the guest.

However there is another type of temperature control system that is called “comfort-cooling” in serviced apartments in London and UK which is similar to air-conditioning but is controlled centrally within the building and maintained at an optimum indoor temperature for all occupants.

What is portable air-conditioning?

Where wall-mounted or in-built air-conditioning is not available due to the layout or building type, it is possible to request for standalone portable air-conditioner units. These units operate like normal air-conditioners and expel hot air out through a vent out the window or wall.

Extra charges may apply for hiring the portable air conditioners during your stay.


How are the apartments ranked/rated? 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 summarising the criteria by which we have ranked all of our properties:

3 Badges

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.

4 Badges

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.

5 Badges

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.

What does "Photos are for guidance purposes only" on the property webpages 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 100 units or more 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.


Your Stay

How do I collect the keys?

Different apartments have different check-in procedures. Key collection instructions are listed on all our property webpages and in your booking confirmation email.

You may need to pick up your keys from:

  • An on-site reception or concierge (24 hours or office hours)
  • An off-site management office
  • A meet and greet service with the apartment manager
  • Self check-in via key safe or key codes

What is a meet & greet service?

A meet & greet service is provided by some apartment managers to welcome the guest on arrival, give them the keys, show them around their serviced apartment and answer any questions they may have about the appliances, internet or emergency contacts they will need during their stay.

What is self check-in?

Where there is no on-site reception and a meet and greet service is unavailable you'll be given codes to enter into the building or access a mini-safe at the property where you'll find the keys to your apartment.

You will find 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.

You must advise us or the apartment manager of your arrival time in advance (of travelling) to ensure you get access to all the key codes in to check-in to the apartment.

How often will my apartment be cleaned?

Serviced apartments are regularly cleaned by a professional housekeeping team who clean the apartment, change the bed linen and towels, empty the bins and top up amenities (where provided). 

This service is provided on a weekly basis or daily basis and may not be available on the weekend. 

Please read the details on the property webpage carefully or ask about housekeeping services at the time of booking.

Can I request for more housekeeping services?

Yes, this may be provided for an extra charge and is usually not available on Sundays or Bank Holidays.

Do the apartments provide additional towels or toiletries?

Yes, this can sometimes be provided for an extra charge.

Can I arrange an early check-in or late check-out?

Serviced apartments have earlier check-in times and later check-out times than hotel rooms because of the time needed to clean and refresh the apartment for the next guest. 

If you require an earlier check-in or a late check-out you can request this. Extra charges may apply.

What if I loose the keys?

If you loose the keys please inform the apartment manager immediately. There may be a key replacement charge depending on the property.

Is smoking allowed in the apartment?

Almost all serviced apartments do not allow smoking inside the apartments and common areas including the reception, corridors and stairs. 

However some serviced apartments do permit smoking on the patio, terrace or balcony if this is available at the property. 

Please read the details on the property webage carefully or ask about smoking restrictions at the time of booking. 

There may be penalties for smoking on the premises so please confirm this in writing before smoking.

Are parties allowed?

Parties are not allowed under any circumstances in any apartment and charges will apply for any damage caused as a result of non-compliance.

This includes hen/stag parties.

Are pets allowed?

Yes, many serviced apartments are pet-friendly and permit some pets on a request basis. Extra cleaning fees may apply.

Booking, Cancellations & Payment

How do I book an Apartment?

You can book a serviced apartment on our website using your dates, locations, number of guests, amenities and price range.

You can also book a serviced apartment by speaking to one of our specialist team members over the phone or by email.

Once you have selected the apartment that matches your requirements, you can complete your booking securely on the website. Once your booking has been confirmed you will receive a booking confirmation email.

Some serviced apartments are available on “Instant Booking” and some serviced apartments are available “On request”.

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

Instant Booking
These serviced apartments are available to book online 24 hours of the day and will be instantly reserved with the apartment provider. You will receive your booking confirmation email once your payment has been processed.

Note: Rates and availability are changeable for serviced apartments that are available on an “Instant Booking” basis so you must complete your booking online in order to secure your serviced apartment reservation.

On Request
These serviced apartments are available on a request basis and we will check your requested room type for availability with the apartment provider before processing your payment and sending you a booking confirmation email. 

If the apartment or room type you have requested is not available we will contact you with alternative options for your stay. No alternative booking is made unless you instruct us to do so.

We will contact you regarding your “On Request” booking on the same day if you booked between 9:00 and 16:30 GMT Monday to Friday. Or the following morning, or on the following Monday if you booked during the weekend or after 17:00 GMT on Friday.

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.

If it is not possible to view the exact apartment that is available for your dates, it may be possible to view an apartment that is similar in style, size and based at the same property. This will help you understand what is on offer before you confirm your booking.

We would also highly recommend viewing apartments for longer stays of 90+nights.

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.

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 due date as stated in the booking confirmation and all payment must be made in £GBP sterling unless otherwise stated. 

Please note: 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 security deposit in advance which will be refunded back to your card after departure once the apartment has been inspected.

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 occupancy. For longer bookings, payment can often be made in instalments, eg. on a monthly basis.

What happens after I make a booking?

After you make a booking you will receive a booking confirmation email providing you with a booking reference number and all the details about your stay and the accommodation including the address. 

You must check this email thoroughly and advise us if any information is incorrect. Please be advised that once your booking is confirmed, cancellation and amendments terms and charges will apply.

When your booking is confirmed, your payment will be processed and your credit card will be charged in accordance with the booking policy of the particular accommodation you have chosen. 

Some apartments will require part or full payment in advance, while others will not charge you until you arrive at the apartment. 

Most apartments will require you to produce a method of payment upon arrival, as you would expect in a hotel, whether it be cash, more usually, credit card details. This is to cover any incidental costs you might incur, such as telephone calls.

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 property webpage or in your booking confirmation.

For short stays and promotional rates - full payment is charged at the time of booking. 

In case of cancellation or amendments where possible depending on the booking policy of building chosen - a refund will be offered.

For clients with a corporate account and long stays over 90 nights flexible billing is possible. 

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.

Can I pay with American Express?

Yes, we accept payments from American Express, Visa and Mastercard


Are there any additional charges?

Rates include utility bills, cleaning, service charges and taxes unless otherwise stated and other than incidentals such as phone calls.

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 Go Daddy Extended Validation SSL for encryption.

How do I cancel or amend my booking?

All of the apartments featured on have a cancellation and amendment policy. After a reservation is confirmed, it will be subject to the apartment booking policy including any cancellation charges stated in the booking confirmation email. 

All cancellations and amendments should be sent in writing by email quoting your unique booking reference number (also contained within your booking confirmation email).

Enquiries about cancellations and amendments can be made on the phone first but must be followed by a written confirmation by email. 

Once your cancellation or amendment request has been received you will receive a cancellation confirmation email. 

We will then make the cancellation with the individual accommodation. If any cancellation charges apply, we will contact you to advise you of the same.

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. 

All cancellation/amendment requests sent by email outside our Office Hours will not be confirmed until the next working day.

Please note:

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.

Any change in dates or reduction in number of nights will be treated as a cancellation. 

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).

Do you do group bookings?

Yes, we can book serviced apartments for small and large groups. 

Some apartments may operate special terms for group bookings which we will advise you of.

How safe is the website?

All webpages are served over SSL (Secure Sockets Layer). The SSL certification is checked by an external company every 1-2 years to verify and link organisation identity of the webserver.

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.


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


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