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. Most 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. Some developments do not offer 24hr check in though so please check with us if you plan to arrive after 10pm.
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 either take full payment in advance or a month in advance whichever is less. This does not affect our cancellation policy. Subject to availability, we can alter dates for you once you have finalised your travel arrangements. This has proven helpful for guests who have not yet finalised their flight and/or visa arrangements.
How do I book?
Online via our booking page, by email to our reservations team at firstname.lastname@example.org or, call us on 0800 246 1126
How will I be billed, how do I pay and when do I pay?
Most bookings will pay in advance. 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 itemised charges. Payments can be made either Online, BACS transfer, Debit/Credit card using 3D Secure payment 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?
A Damage security deposit of £200 is required for each apartment booked. This tends not to be covered by an employer. We can either place a pre-authorisation on your credit card or take funds directly. Either payment method is taken 14 days before check in. Pre-authorisations are automatically released 7 days after check-out and actual payments are refunded up to 48hrs after check out.
Are there any hidden charges?
No. We are upfront about all our charges. All incidentals are charged for either by using the credit card details provided or for charges that exceed the agreed limit. An invoice will be issued for any extras and these are paid separately.
When/How will I receive my confirmation?
At the time of booking you will receive via email a booking confirmation with travel directions from a central point in Woking to your apartment. Your booking confirmation provides information regarding check in & out and some information about the development you will be staying in.
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.
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 an earlier check in is sometimes available. We may not know if this is possible however, until the day of check in. It is advised to contact us as soon as your travel arrangements are known so we can guide you as to when you are able to check in.
Our apartments are in private residential developments that are not staffed by us. Some developments have onsite security. At these developments restricted access applies, and entrance is granted upon proven ID. For access to all other apartments a unique pin number will be provided for your own personal key collection from our locked box. Directions and details will be provided on the day of check in.
How do I check out?
Check out is by 1100hrs on the day of departure. Keys are returned by the same method in which they were received. For locked box returns it is advisable to allow sufficient time to return these. Check out is complete once keys have been returned.
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 our standard time, 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?
It is advisable to contact us as soon as possible if you experience any travel delays as this may affect your check in. We are also at the end of the telephone if you require assistance with directions to your apartment. In the unlikely event something has happened at the apartment, please call us straight away so that we can resolve any issue.