Serviced Apartments Frequently Asked Questions 

How do I amend my reservation? 

If you need to amend your reservation, please contact our guest liaison team – All extensions are generally subject to availability. If you wish to shorten your stay, you may be subject to cancellation charges if you don’t provide sufficient notice. Details of the cancellation policy for your apartment are included in your booking confirmation. 


Is there a minimum length of stay? 

No. Some properties are available on a nightly basis. However, we do recommend for serviced apartments stays of over 4 nights.  The longer your stay the more we can negotiate on the rates. 

Please note that the minimum length of stay varies from property to property. Our Client Account Management team will inform you of any such restrictions during both the enquiry and reservation stages. 


How do I make a reservation? 

The most effective way to proceed is to contact one of our experts on They are readily available to assist you with any questions or requests you may have. Regardless of your specific needs, they will propose a range of serviced apartments that align with your specified criteria. 

Alternatively, you can book online. Use the link below to reach out to our team: 


When do I need to pay? 

Reservations are billed at the point of booking and must be paid in full before check-in. Our Account Management team agree a payment date with you during the reservation stage.  Some countries in Africa require the full booking paid upfront i.e. if the booking is 90 days – all 90 days needs to be paid upfront.   


If I cancel, can I get a refund? 

Whether you receive a refund is dependent on if you cancel your booking in accordance with the apartment’s cancellation policy. 


What are the differences between hotels and serviced apartments? 

A typical serviced apartment offers 30% more space than a hotel room, with separate areas such as a dining area, a lounge, a kitchen or kitchenette, and a working area. 

Contrary to hotels, most serviced apartments have Wi-Fi included, and some even offer rental of office equipment such as printers and scanners. While the apartments are well-kitted out, there are also several properties which offer gym facilities, bars, restaurants, and even on-site shops.  The serviced apartments all you to have the choice of catering at “home” or dining out.   


What can I expect in my apartment? 

Each apartment configuration is different, with different facilities as well. There are, however, certain facilities you can expect to find in every property: 

  • Kitchen or kitchenette
  • Sitting or living area
  • Sleeping area
  • Bathroom
  • Electrical and kitchen appliances
  • Furniture
  • Soft furnishings
  • Kitchenware
  • Bedding – including linen and towels
  • Free Wi-Fi
  • A TV package and music system

Each property profile on our website includes a ‘facilities’ tab, with details of what is provided. 


What kitchen equipment will I find in my serviced apartment? 

All serviced apartments have a fully equipped kitchen or kitchenette. A full kitchen will include an oven and a hob, whilst a kitchenette contains a microwave oven and a fixed hob or portable hot plate (unless otherwise stated). As a minimum, a kitchen or kitchenette must include: 

  • A cooking appliance such as an oven, microwave, fixed hob or portable hot plate 
  • A fridge 
  • Glassware 
  • Crockery 
  • Cutlery 
  • Cooking utensils 
  • Pots and pans 
  • Washing up facilities 


Will there be internet access? 

Most serviced apartments have free Wi-Fi, and it is normally included in the overall costs. For any troubleshooting issues, please refer to the guest welcome folder in your apartment or contact the property manager using the contact details provided on your confirmation document. 


How do I check in to my apartment? 

Check-in varies from property to property: 

  • 24-hour reception or concierge: similar to what you would expect at a hotel. 
  • Meet and greet: a pre-arranged check-in will be agreed upon with you and a property representative. 
  • Self-check-in: you will be given access to secure codes for access to the main building and key safe. 
  • Off-site check-in and key collection: keys will need to be collected from a location different to that of your apartment. 
  • The standard check-in time is from 14.00, although this is not always the case.  

 Full details of your check-in process are provided by our Account Management team at the confirmation stage. 


What if I need to check in early or check out later than the standard times? 

Please make this request in the special request box during the booking process. An early check-in is sometimes possible but needs to be requested in advance.   

In some cases, you may be required to pay for an additional stay the night before. Properties that have a reception or concierge facility may hold luggage on your behalf while you wait to access your apartment. 


What should I do if I have a problem on arrival or during my stay? 

Please refer to the confirmation document that was sent to you via email when you made your reservation, you can contact your property accounts specialist via 


What is the pet policy in serviced apartments? 

Some properties allow pets; however, every property has its own set policy. If you wish to bring your pet with you, please make this clear during the enquiry stage, and we will find an apartment that allows for your pet to stay. 

Please note, an additional cleaning charge will be incurred for staying with a pet. 


What do I do with my keys upon checking out? 

Keys should safely be returned to either reception or the key-safe provided on your property. There will be detail instructions provided on check out. 


What security features do serviced apartments offer? 

Security features vary with each apartment, but our guest liaison team can provide more information if you require it. 


What options are available for disabled guests? 

Wheelchair access, lifts and other facilities for disabled guests are again specified in the ‘facilities’ tab for each property. 

If you have specific requirements, speak to one of our experts who can advise which apartments are suitable for your needs. 


How many guests can stay in my apartment? 

The maximum occupancy of each apartment type varies. Typically, the below rules apply:  

  • Studio apartment – two people
  • One-bedroom apartment – two people
  • Two-bedroom apartment – four people
  • Three-bedroom apartment – six people 

 The general rule is that an apartment can accommodate as many people as it can sleep. When making your enquiry, please inform us of the number of guests you need to accommodate, along with any other preferences, and we will do our best to source the right properties. 

Some apartments have cots or sofa beds available to help sleep more guests. If this is required, please let our Account Management team know upon enquiry. 


Can I smoke in my apartment? 

Most serviced apartments are non-smoking. This includes all apartments within any given development, and any internal communal areas. Smoking may be permitted in external areas, such as balconies, roof terraces and communal courtyards or gardens, but you should check the restrictions first. 


Is it possible for me to view an apartment before I make a reservation? 

Yes. To arrange a viewing please contact our Account Management team and we will organise a viewing for you. All viewings are subject to availability at the property in question. 


How do I make a payment? 

When making a payment, you have two main options: 

  • Bank transfer - we accept payment in GBP, USD, EUR, AED, QAR, SGD, PLN, AUD and CHF. 
  • Card Payment - we accept payment in GBP, via our online payment system, supplied by Barclaycard.  

This system accepts payment from American Express, MasterCard, Visa, JCB, Maestro and Electron. A 2.95% card transaction fee applies to all card payments, except payments via UK debit cards. 


Do I have to pay a deposit? 

We encourage our property partners not to request a deposit, however, a small number of properties may require one, which is either paid at the time of booking, or upon check-in. 

As an alternative to a deposit, we recommend that our properties take a pre-authorisation from a credit card which may then be used to cover any incidental costs that occurred during your stay. Any deposit requirements will be made clear to you at the reservation stage and at the confirmation stage. 


When will you take my payment? 

Reservations are billed at the point of booking and must be paid in full before check-in. Our Account Management team agree on a payment date with you at the reservation stage. 


What is included in the cost of my serviced apartment? 

  • Utility bills, which may include council tax, water, heating, electricity, gas, telephone line rental and television licence. 
  • A basic TV packages 
  • Internet access 


Other services are subject to an additional charge: 

  • Outgoing telephone calls 
  • A more frequent housekeeper service 
  • Premium TV channels 
  • Extra beds for additional guests 
  • *Parking* 


Exclusions will be stipulated. 


Should you have any more questions please don’t hesitate to contact our team by clicking on the link:

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