Frequently Asked Questions - London Serviced Apartments with Short Lettings London
What is a serviced apartment?
A Short Lettings London serviced apartment works exactly the same way as a hotel but with the added benefit of the space, comfort and freedom of a home away from home. You check in and check out the same as if you were at a hotel, yet amenities such as Wi-Fi and traveller luxuries such as a fully-fitted kitchen and separate bedroom are included. Our apartments average around 500 sq. feet – much more than the equivalent standard hotel room and more space on average compared to other serviced apartments in London.
What can I expect in my apartment?
- Fully-fitted kitchen with oven, hobs, microwave, toaster, coffee maker, dishwasher, cooking equipment, crockery and utensils
- A set of towels per guest, plus luxury L’Occitane toiletries
- Integrated washer/dryer
- Free wireless internet
- Flat-screen TV and DVD player in the living area
Is there internet access?
Yes – we provide a complimentary wireless broadband service to all apartments at every location.
What is the maximum number of people the apartments sleep?
The largest number of people any one apartment will sleep is 8, in the two bedroom executive suite at Aldgate. All 2-bedroom apartments sleep a maximum of 6 people once a double sofa-bed or 2 x z-beds are purchased. 1-bedroom apartments sleep up to 4 people once a double sofa-bed or 2 x z-beds are purchased. Studios sleep a maximum of 4 people only in Short Lettings London; no extra beds can be booked for this apartment type.
Are there washing facilities in the apartment?
Full washing facilities are available in each apartment including a washing machine/dryer.
Are they smoking or non-smoking apartments?
All Short Lettings London are non-smoking.
How often are the apartments cleaned?
All apartments are deep cleaned by our experienced cleaning staff for every arrival.
Subsequent cleans are provided weekly. If you are staying less than 7 nights, you can purchase an additional cleaning service (details below). If you are staying for longer than 7 nights, your first clean will occur on the 8th day of your stay and every 7 days thereafter.
An additional cleaning service, which includes fresh linen and towels, can be provided for £25 in a studio or 1-bedroom apartment, or £35 for a 2-bedroom/suite/penthouse apartment.
Do the apartments have baths?
The vast majority do – only a very small number of apartments feature just a shower at our Queen Street property.
Are pets allowed?
Only guide dogs are permitted.
Is there a receptionist at the building?
Each of our properties feature a 24-hour reception & concierge who are happy to help with any questions you may have.
Is there car parking?
Car parking is available at Empire Square, Canary Wharf, Stratford and Aldgate locations. At all locations except Stratford, parking is underground on-site; at Stratford it is above ground on-site. Please note that parking cannot be guaranteed, so please call 0207 377 5001 to reserve parking ahead of your check-in date.
How much is the car parking?
Empire Square & Canary Wharf: £15 per day
Stratford: £20 per day
Aldgate: £25 per day (limited parking at this location)
Parking is available from 12pm till 12pm the following day.
Is there a lift in all our buildings?
Yes, each floor is accessible my both lift and stairs.
What is the minimum length of stay?
The minimum length of stay is 1 night, but 3 nights for penthouse apartments. However, additional restrictions may be imposed on some apartment types during busy periods.
How do I pay for my booking?
Pre-payment is taken for all online bookings – so if you are booking online, the card you provide will be debited automatically and you will be sent a receipt shortly afterwards with the confirmation from our Reservations team.
Are there any fees for paying by credit card?
A £6 booking fee is applicable for all online bookings, regardless of the type of card you book with. When booking direct a 3.5% fee will be applied for using Visa and Mastercard, or 4.5% for Amex and Diners cards. There is no extra charge for debit cards.
Do you offer corporate rates?
Yes. For further information please contact the sales team on 0207 377 5001 and press 2, or email email@example.com.
Do I have to pay a deposit for my booking?
A pre-authorisation of at least £200 will be taken from your debit or credit card upon arrival to the building.
What is a pre-authorisation?
A pre-authorisation is an amount frozen in your account to cover the cost of any potential incidental items including (but not limited to): breaches of terms & conditions, breakages/damages, excessive cleaning charges above the normal level of cleaning due to the apartment being left in an unacceptable state.
Please be aware that the pre-authorisation may affect your available funds balance of spending limit on the credit or debit card used at the time of check-in for a period of 5-10 days (please note this is an indicative timescale only). Once a pre-authorisation has been made, we cannot release, remove or lower the authorized amount until we process the final account after departure.
Can I change the dates of my reservation once already booked?
Provided we have availability at your chosen location, we may be able to amend the dates of your booking. You will need to discuss this directly with a member of the Reservation Team and we must receive a confirmation from you in writing via email 72 hours prior to your check-in date and time to firstname.lastname@example.org stating that you wish to proceed with the changes.
Please note that any special offer bookings are non-transferrable and non-refundable. Please also note that shortening the length of your original booking may be subject to charge. Extensions of your stay are subject to availability at the time of request.
Can I cancel my booking?
Yes – Short Lettings London operates a 72-hour cancellation policy for bookings made through our website, after which you will be liable for the apartment. You will receive a full refund if you cancel at least 3 days in advance, minus a £20 cancellation fee and the £6 booking fee. If, for instance, you cancelled your booking 2 days prior to your arrival date, you would be liable for the first night of your stay due to the 72-hour cancellation policy; however you would receive a refund for the rest of your stay (less the charges stated above). Please note that any special offer bookings are both non-refundable and non-transferrable.
To cancel your reservation, click on the location at which you booked below and complete the form:
Are there single beds?
All Short Lettings London feature double sized beds. However upon request we can offer twin bedding in one bedroom at our Aldgate, Stratford & Limehouselocations at the additional cost of £30 for your stay.
How much does it cost for an extra bed?
The cost varies depending on location. Nightly prices range from £42 – £54 per bed per night. This includes linen. Please note that we cannot put extra beds in some of our studio apartments, 1-bedroom apartments have a maximum occupancy of 4 once extra beds are purchased, and 2-bedroom apartments a maximum occupancy of 6 once extra beds are purchased. An extra bed must be booked if more than 2 guests are staying in a 1-bedroom apartment, and if more than 4 guests are staying in a 2-bedroom apartment.
Please contact Reservations on 0207 377 5001 for more information or select your options when making a booking.
Are cots or high chairs available?
Yes – cots are available at £35 per week, and high chairs at £25 per week.
- Z-bed / sofa bed
- Car parking space (please see above for more detail)
- High chair
- Baby cot
- Extra towels
- Extra light clean
- Extra deep clean
- Early check-in
- Late check-out until 12pm or 3pm
What time do I have to check in & check out?
Check-in is from 3pm and check out by 10.30am. If you cannot check-in until the evening, don’t worry – our 24-hour concierge will be happy to check you in at any time from 3pm.
Can I check in earlier than 3pm?
Yes – you can reserve a guaranteed early check-in from 11am at the additional cost of £30. Please call Reservations ahead of your check-in date to book this. Prior to 11am, check-in cannot be guaranteed, will be subject to availability upon arrival and will be an extra cost.
How do I check in?
It’s very simple to check in to your apartment. Where you have supplied a valid email address, we will email you your check-in details. Check-in is available from 3pm; if you would like to check in earlier, please contact one of our Reservations staff on 0207 377 5001.
How do I check out?
On your departure, lock your apartment door and simply return your keys to the reception desk. We kindly ask that you leave the apartment in a presentable condition, making sure that all windows are closed and the appliances are switched off.
Is there a penalty if we check out late?
If guests check out later than 10:30am, a charge will apply. Should a guest fail to depart after 3pm an additional night will be charged.
A late check-out until 12pm can be pre-booked for £30, and £60 until 3pm.