Frequently Asked Questions

• I have booked a property and now I’ve been sent a link to undertake KYC?▾

  KYC (Know Your Customer) requests for apartment stays are mandatory vetting processes conducted by landlords and agents to verify tenant identity, prevent fraud, and comply with legal, anti-money laundering (AML), and “Right to Rent” regulations. Common requirements include a valid photo ID (passport, driver’s licence), proof of address (bank statement, utility bill), and, in the UK, immigration status verification. If the cardholder is not staying at the property, KYC is required from the lead booking individual.

• Can I pay for my stay in cash?▾

  Sorry, we’re unable to accept cash payments. All bookings must be paid for using a debit or credit card through our secure payment provider, Stripe. After your booking is completed, we also require confirmation that the cardholder is the guest staying. If the cardholder is not a guest who is staying, additional security questions are required.

• Can I save money by booking directly on this website?▾

  Yes - when you book directly with us, you’ll always receive our best available rates. By avoiding third-party platforms such as Airbnb, Expedia, or Booking.com, we reduce overhead and commission fees, and we pass those savings straight on to you.

• What is the minimum stay requirement?▾

  Our minimum stay requirement is 2 nights for all bookings.

• Can I request a late check-out?▾

  Check-out is strictly by 11 am.

• Can I extend my stay?▾

  If you would like to extend your stay, please get in touch with us.

  We will check availability with our team and confirm whether an extension can be accommodated.

• Where will booking-related messages be sent?▾

  All booking-related messages and updates will be sent to the email address associated with your reservation. Please ensure your contact details are correct when booking.

• What is your refund policy?▾

  Refund policies vary depending on the booking platform or online travel agent (OTA) used to make your reservation.

  Please refer to the cancellation and refund terms provided by the platform where your booking was made. If the policy is unclear, we recommend contacting the booking provider directly for clarification.

• Is tap water in London safe to drink?▾

  Yes, tap water in London is generally safe to drink and meets high safety standards. However, if you prefer, bottled water is also widely available.

• Do you offer luggage storage?▾

  As we are not a hotel, we do not offer on-site luggage storage. However, we partner with Bounce, a trusted luggage storage network with 500+ locations across London, offering secure and convenient storage from as little as £2 per day.

• What are your check-in and check-out times?▾

  Check-in is from 2:00 PM and check-out is by 11:00 AM. We keep to these times so every apartment can be cleaned and fully prepared for arriving guests.

• Can I check in early?▾

  Unfortunately early check-in isn't available — apartments are ready from 2:00 PM. If you're arriving in London earlier, please plan luggage storage in advance (see our luggage storage FAQ).

• When will I receive my check-in instructions?▾

  Your full check-in details are sent 24 hours before your check-in time, to the email address used for your booking.

• Is there a lift in the building?▾

  Many of our buildings have lifts, but not all. If a lift is important for your stay, please check the property listing or contact us before booking and we'll confirm.

• Is housekeeping included?▾

  Our apartments are self-catering, so daily housekeeping isn't provided. Every apartment includes a washing machine and the essentials you need to keep things comfortable during your stay.

• What's provided in the apartment?▾

  Fresh bed linens, bath towels, and a fully equipped kitchen — including a Dolce Gusto coffee machine with complimentary starter capsules. Please note hand and face towels aren't supplied, but the washing machine means you can refresh towels during longer stays.

• Do you provide baby cots or high chairs?▾

  A baby cot can be provided on request — just let us know when booking. High chairs aren't available.

• Is smoking allowed in the apartments?▾

  No — all of our apartments are strictly non-smoking.

• How do I get the WiFi details?▾

  The WiFi name and password are included in your check-in information, and can also be found on or behind the router in the apartment.

• Is parking available?▾

  Parking isn't included with the apartments, but paid parking — pay-and-display bays and local car parks — is available nearby. Our team can point you to the closest options if you're bringing a car.

• Can I view an apartment before booking?▾

  For stays of one month or longer, yes — contact us with your available times and our staff will be in touch to arrange a viewing.

• Do you have videos of the apartments?▾

  Videos aren't available, but every listing's photos are complete, current, and accurately represent the property.