FAQ’s

 

 

serviced apartments woking serviced apartments guildford serviced apartments

 

 

Frequently Asked Questions

 

Is there a minimum length of stay?

We accommodate guests for all lengths of stay depending on the service you opt for.  For serviced accommodation the minimum stay is 6 nights to 1 year – depending on availability and local restrictions.  For self catering stays, the minimum stay is two weeks to 1 year depending on availability and local restrictions.

 

What does a typical apartment look like?

All our Apartments vary,  not only depending on the number of bedrooms, but decor and layout as well as furnishings that complements the layout of the apartment.    We are happy to provide you with property particulars of individual apartments.  Alternatively and subject to availability, we would be happy for you to view these in person.

 

What facilities are available in the apartment

As a standard offering, apartments have a living space, bedroom, kitchen and bathroom.  The majority of apartments offer open plan living and all provide the main household appliances.  The developments vary too.  Not only in size, some developments provide an onsite residential gymnasium.  Not all provide parking but when available, is free of charge.  If parking, a gym or balcony is essential please make this a special request for your booking to avoid disappointment.

 

What is included in the cost?

Depending on the service you opt for, our rates include the apartment, utilities, internet and housekeeping service to ensure your stay is comfortable and relaxing. Each apartment comes standard with a complete furnishing package, cookware, dishes, utensils and linens. Additional furniture and/or accessories maybe provided for an additional cost.

 

How many people/ children can stay in one apartment?

Guests are limited to the number of beds available this depends on the size of the apartment and the amount of beds required/requested.  We do not permit anyone to sleep on the floor or sofa.  Depending on the size of the apartment an additional fold out bed can be arranged as well as travel cots, additional charges do apply.

 

Do you provide disabled facilities?

Our apartments do not provide complete disabled facilities however if you contact us we can discuss your requirements to see if our apartments are suitable.

 

Can I start my stay on any day of the week?

Yes, subject to availability you can check in any day of the week though we do charge for a meet and greet service at the weekend for our unmanned developments.

 

What do I need to bring?

We always recommend adapters, chargers etc. Most of our TV’s have an HDMI cable input however please bring your own cable if you wish to watch TV through your mobile tablet.

 

Can I reserve an apartment?

Due to the volume of enquiries we receive, we can only reserve apartments by taking the required security deposit in advance.  This will secure your apartment until you are ready to finalise your booking.  This has proven helpful for guests who have not yet finalised their flight and/or visa arrangements.

 

How do I book?

Please email our reservations team or call us on 0800 246 1126


How will I be billed, how do I pay and when do I pay?

The majority of bookings will pay in advance at least 7 days before check in.  Last minute bookings are paid at the time of booking.  For guests who have an account or credit agreement, will receive monthly billing that includes rent for the coming month plus any extra charges for the past month.   For long bookings without an account or credit agreement, a payment plan can be arranged which will include an administration fee. You will receive an invoice showing the specific charges. Payments can be made via BACS transfer, pay by link or over the telephone.

 

Can you bill my company?

Yes. Many of our guests have their bills sent directly to their company. In order to do this however, your company must establish credit with us and authorise your booking

 

Why do you need my credit card if my company is being billed directly?

Every guest is required to provide a valid credit card number and expiration date at the time the reservation is requested, regardless of whether or not their company is being billed. The credit card will be used to guarantee payment for any incidentals, charges not accepted by your company or in case your company declines the invoice. If your company does decline an invoice, we will notify you before charging your credit card.

 

Are there any hidden charges?

No.  We are upfront about all our charges.  All credit card payments incur a 3% credit card surcharge.  All incidentals are charged for either from the security deposit or the credit card provided at check in.  Any extras required once check in, are charged for.

 

When/How will I receive my confirmation?

We will email you a booking confirmation along with your unique booking reference number and directions on how to get to your apartment.  For our unmanned developments, we will ask you for your travel itinerary and contact details that we can arrange to meet you for check in.  If booking through a third party, please contact them.

 

Where are the apartments located?

Our apartments are in town centre locations that have been carefully chosen. They are close to business and commercial areas. Depending on your requirements, we can offer apartments close to work or within easy access to public transportation. Our locations are convenient to shopping, entertainment and schools.

 

ABOUT MY BOOKING

 

Can cots/extra beds be provided?

Yes.  Travel Cot hire is £30 per week

Single foldaway bed hire is £10 per night and includes linen and towels

Should any of these be required for your booking, please list these as a special request on your booking.  Or telephone us at least a day in advance of requiring as these items are not guaranteed to be available.

 

ABOUT MY STAY

 

How do I check in?

Standard check in is 1500hrs but if you require an earlier check in, let us know as soon as you can and we will try and accommodate you as an early check in is not guaranteed.

All of our apartments are in private residential buildings and are not staffed by us.  Some developments however have a main desk in the foyer where security for the building are stationed.  In these buildings restricted access applies and entrance is granted upon proven ID.  All other apartments require a personal meet and greet service which is free of charge up to 7pm.   As our meet and greet service is appointment led, we ask guests to ensure they make contact with us on day of travel and at least 1 hour before arrival so that we can ensure someone is at the property to grant access.  Details of your check in will be notified to you at time of booking.

 

How do I check out?

Check out is by 1100hrs on the day of departure.  For a small charge you can arrange a later departure time subject to availability. If you know you will need to check out later than this at booking, let us know so that we can accommodate you.  We will advise you closer to the time of departure what to do with keys.

 

Can I book additional services e.g. grocery shopping on arrival?

Yes. We can offer a range of additional services which you can book at any time. These include breakfast packs, Food on arrival, extra beds and cots, additional cleaning, dry cleaning, ironing. Please call 0800 246 1126 for full details of availability and cost.

 

What happens if I have a problem on arrival?

The majority of the time you will be met at the apartment by a member of our check in team who can hopefully solve any problems you may have.  For those occasions where a meet and greet is not essential, you will need to call us as soon as possible.  Our contact number will be provided on your booking confirmation.  We also like to contact you soon after your check in so if there are any problems, you can also let us know then.

 

This same number is used for emergency call outs.

Contact us today on 0800 246 1126 for apartment locations and availability