Before You Book
What time are check-in and check-out?
Check-in is from 15:00 and check-out is by 10:00.
Our apartments offer self check-in, so you can arrive at any time after 15:00 without needing to arrange a meeting with us.
Is there a lift in the building?
Lift access varies between properties, so please refer to the listing description on your booking platform for details specific to your apartment.
Please note that while some of our buildings do have lifts, the majority of our apartments do not offer completely step-free access.
Is there air conditioning?
The apartments do not have air conditioning. Portable fans may be available on request, subject to availability.
Can you provide a travel cot?
We can usually provide a travel cot, subject to availability. If you require one, please contact us at least 48 hours before check-in so that we can reserve one for your stay.
Can I use the sofa bed?
If your apartment has a sofa bed, you are welcome to use it.
If you would like us to provide bed linen for the sofa bed, please let us know when booking or at least 48 hours before check-in.
Please check your apartment listing to confirm whether a sofa bed is available. Our studio apartments do not have sofa beds due to limited space.
Can I change the number of guests on my booking?
Yes, provided the total number of guests does not exceed the maximum occupancy shown on your booking.
Please submit a reservation change request through your booking platform.
If the change means that you will need a sofa bed or additional bed linen, please let us know at least 48 hours before check-in.
Is parking available at the property?
Our properties don’t have private parking, but we can recommend suitable parking nearby.
Are a hairdryer and iron provided?
Most of our apartments have both a hairdryer and an iron. Please check the Amenities section of your apartment listing to confirm what is provided.
These items are usually stored in a bedside-table drawer, bathroom drawer or wardrobe.
Check-in & Arrival
How will I receive my check-in instructions?
We will send your access details, including your apartment number and key information, through your booking platform at approximately 12:00 on your arrival date.
For security reasons, check-in information is sent through your booking platform rather than by text message. If you made your booking via our website, you will receive the check-in information via email.
Will someone meet me at the property?
No meeting is required. We operate self check-in, giving you the flexibility to arrive at any time from 15:00.
Simply follow the access instructions sent to you on your arrival date.
If you experience any difficulty when you arrive, message us through your booking platform and our team will be happy to help.
Can I check in early?
Unfortunately, we cannot normally offer early check-in because our housekeeping team needs sufficient time to prepare the apartment after the previous guests leave.
If you need guaranteed access before 15:00, we recommend booking the previous night, subject to availability.
Can I leave my luggage before check-in?
You may be able to leave your luggage in the apartment from 12:00 on your check-in date while our housekeeping team is preparing it.
Please go directly to your apartment and ring the doorbell. If our housekeeper is inside, they can allow you to leave your bags before you head out to explore London.
Please do not arrive before 12:00, and allow our housekeeping team to continue working so that the apartment can be ready for check-in at 15:00.
I need to store my luggage before 12:00. What can I do?
There are luggage storage services close to the property. We currently recommend LuggageHero, which has several locations within walking distance.
Use discount code 19PMLH2H for two hours of free luggage storage for one of your bags.
Can I arrive late at night?
Yes. Because we operate self check-in, you can arrive at any time after 15:00.
If you arrive after 22:00, please keep noise to a minimum out of consideration for our neighbours and other guests.
During Your Stay
How can I contact you during my stay?
The best way to contact our team is by messaging us through your booking platform.
Our team works in shifts, so keeping your messages within the same booking conversation allows each team member to see your previous correspondence and assist you efficiently.
How do I access the Wi-Fi?
The Wi-Fi network name and password will be included in the check-in message we send on your arrival date. You’ll also find the Wi-Fi details displayed on a noticeboard and/or in the house manual located inside the apartment.
What type of electrical sockets are used?
The apartments have standard UK Type G electrical sockets.
If you are travelling from overseas, you may need a UK plug adapter. These are widely available from local supermarkets, pharmacies and electrical retailers.
Where should I dispose of rubbish?
Rubbish disposal arrangements vary between properties. Please refer to the check-in message sent on your arrival date for instructions specific to your apartment.
Can I arrange additional cleaning during my stay?
Yes. Mid-stay cleaning can be arranged for an additional charge of £25 per hour, with a minimum booking of two hours. If you would like regular or weekly cleaning during a longer stay, please message us through your booking platform.
Can I request fresh bed linen and towels?
Bed linen and towels are not normally changed during your stay, but additional sets can be provided on request. A charge of £25 per bed applies for fresh bed linen and towels.
Is there a house manual?
Yes. You will find information inside the apartment explaining how to use the heating and various appliances.
How do I adjust the heating?
Your apartment has heating controls that allow you to adjust the temperature. Set your preferred temperature while you are in the apartment and allow some time for the radiators and rooms to warm up.
Further instructions can be found in the house information provided inside the apartment.
What should I do if something isn't working?
Please message us through your booking platform as soon as possible and describe the problem.
Photos or videos can be helpful where appropriate and may allow us to identify the issue more quickly. If a maintenance visit is required, we may ask you to grant us access to the apartment or confirm that we may enter while you are out.
Can you let a friend into the apartment if I'm not there?
Unfortunately, no. Guests are responsible for coordinating access arrangements with members of their own group during their stay.
Check-Out
What time is check-out?
Check-out is by 10:00 on your departure date.
Can I check out late?
Unfortunately, we cannot normally offer late check-out because our housekeeping team needs sufficient time to prepare the apartment for arriving guests.
What should I do before checking out?
Before leaving, please:
Remove your rubbish
Make sure you have all of your belongings
Close the windows
Lock the apartment door and any other doors such as balcony or patio doors
Return any physical keys to the designated key safe as detailed in the check-out message we will send to you the day before your departure date
Can I store my luggage after check-out?
We do not have luggage-storage facilities in the building, but several luggage-storage services operate nearby.
We currently recommend LuggageHero. Use discount code 19PMLH2H for two hours of free luggage storage for one bag.
I left something in the apartment. Can you send it to me?
We will do our best to help reunite you with any belongings left behind.
Please contact us through your booking platform and, once the item has been located, provide us with a prepaid Royal Mail postage label. We can then post the item to the address shown on the label.
Looking for a place to store your luggage?
We recommend LuggageHero, a convenient and affordable luggage-storage service with several locations within walking distance of our apartments.
Use code 19PMLH2H to receive two hours of free luggage storage for one bag.
Stay Connected with an eSIM
Want to stay connected while you're in London without relying on international roaming?
Consider using TooSIM, which offers prepaid travel eSIMs that let you access mobile data without needing to buy or swap a physical SIM card.
Simply choose a suitable data plan online, install the eSIM on a compatible device and stay connected throughout your trip.
Need a taxi?
For a comfortable, door-to-door journey, particularly if you are travelling with luggage, consider booking a transfer with Taxi Leader.
You can arrange your journey in advance, making your arrival in London simple and hassle-free.
