Frequently Asked Questions

If you have a problem upon arrival or during your stay, please refer to the confirmation document that was sent to you via email when you made your reservation. On your confirmation we’ll provide you with the following contact numbers: Serviced apartment office number: +1 888 585 4144 please use during office hours Office number of the property manager: Please use during office hours Emergency number of the property manager: Please use outside office hours and in emergencies

If you have a problem upon arrival or during your stay, please refer to the confirmation document that was sent to you via email when you made your reservation. On your confirmation we’ll provide you with the following contact numbers: Serviced apartment office number: +1 888 585 4144 please use during office hours Office number of the property manager: Please use during office hours Emergency number of the property manager: Please use outside office hours and in emergencies

The standard check-out time is before 10.00, although this is not always the case. Full details of your check-out process will be provided by our Client Account Management team at the confirmation stage.

Some properties will allow pets; however, every property has its set policy. For more information please refer to the ‘Facilities’ tab on the specific property page on our website. If you wish to bring your pet with you, please make this clear when you make your inquiry; or call us and our Client Account Management team will do their best to help.

Security features will vary with each apartment, but our Client Account Management team can provide more information if you require it. Alternatively, please refer to the ‘Facilities’ tab on the specific property page on our website. If you have specific requirements, please make these clear when making your enquiry.

Wheelchair access, lifts and other facilities for disabled guests will be specified on the ‘Facilities’ tab on the property page. Before making a reservation, it’s important to make sure that the facilities are suitable for you and your guests. For any queries, please contact our Client Account Management team and we will do our best to accommodate your needs.

The maximum occupancy of each apartment type can vary. Typically, the below rules apply: Studio apartment - two people One bedroom apartment - two people Two bedroom apartment - four people Three bedroom apartment - six people Some serviced apartments have extra bed or sofa bed facilities which mean an apartment can accommodate more guests. The general rule is that an apartment can accommodate as many people as it can sleep. For example, a one bedroom apartment with a single extra bed can sleep three people. When making your enquiry, please inform us of the number of guests you need to accommodate, detailing any adults and children and any bed type preferences and we’ll do our best to propose the most appropriate properties when we email you our quote.

Cleaning equipment is usually provided in serviced apartments and will include items like a vacuum cleaner, mop and bucket. Maid service is included in the cost of your apartment and will include a full clean, however, equipment is provided for you to utilise should you need to. Any rubbish in your apartment should be placed in the bins provided. All bins will be emptied during your scheduled maid service. For any additional information about looking after your apartment, please refer to the Guest Welcome Folder for details.

No, not usually. The majority of serviced apartments are non-smoking. This will include all the apartments within the 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. Please refer to the Guest Welcome Folder for details or contact our Client Account Management team. Additional cleaning charges may apply if you smoke in a non-smoking apartment.

All serviced apartments have a fully equipped kitchen or kitchenette. A full kitchen will include an oven and a hob, whilst a kitchenette will include 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

Dedicated apartment building These buildings contain only dedicated serviced apartments. They regularly feature a reception or concierge facility onsite. Aparthotels This style of serviced apartment combines the qualities of apartments and hotels, providing a serviced apartment in a hotel type environment. These buildings will often include a 24hour reception and facilities such a restaurant, bar, meeting rooms, conference facilities, gym, leisure facilities, parking and onsite shop. Individual apartment These buildings are made up of individual apartments that are operated separately by either a serviced apartment company or a private landlord.

A studio apartment follows a similar style to a hotel; open-plan accommodation with everything in one room, except for a separate bathroom. A one-bedroom apartment follows a typical apartment layout, with the bedroom and bathroom separate from the living and cooking areas.

Every apartment configuration is different and so are the facilities. There will, however, be certain facilities that you should expect to find in every serviced apartment: Kitchen or kitchenette Sitting or living area Sleeping area Bathroom The majority of properties feature free Wi-Fi , a TV package and a music system with an MP3 docking station Some apartments have more facilities than others and you can clarify any of these details when making your enquiry with our team. Alternatively, each property has a ‘Facilities’ tab that includes every facility and service that is available to that particular property. When entering your apartment you’ll find that all rooms are completed with the type of equipment you would usually find in a home, including: Electrical and kitchen appliances Furniture Soft furnishings Kitchenware Bedding, all linen and towels Decorative items

The majority of serviced apartments will have an internet facility and it’s normally included in the cost of the apartment. For details on possible costs and types of access available, please refer to the ‘Facilities’ tab of the specific property page on our website. Alternatively, make your internet requirements known when you make your enquiry and our Client Account Management team will provide you with the details in your quote. For any troubleshooting or assistance with access to the internet, please refer to the guest welcome folder in your apartment or contact the property manager using the contact details provided on your confirmation document.

A basic welcome pack can be found in most apartments and will contain items like tea, coffee, sugar, water, milk, toilet paper, and a bar of soap. Most properties will also provide a small starter pack of dishwashing liquid and dishwasher tablets. Some properties offer an upgraded welcome pack which may contain items like cereal, bread, pasta and sauce, biscuits, fruit or chocolate. Upgraded or more extensive welcome packs are often chargeable and any fee will be specified on the property page.

Check-in can vary 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 with you and a property representative Self check-in: you’ll 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 will be provided by our Client Account Management team at the confirmation stage.

An early check-in is sometimes possible; however, it does need to be requested in advance. To guarantee an early check-in you may be required to pay for the night before, but only if the apartment is available for you to do so. Properties that have a reception or concierge facility may hold luggage on your behalf while you wait for access to your apartment.

We encourage our property partners not to request a deposit; however, a small number of properties may require a deposit, 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-authorization from a credit card which may then be used to cover any incidental costs occurred during your stay. Any deposit requirements will be made clear to you at the reservation stage and re-confirmed to you at the confirmation stage.

We have excellent and well-established relationships with our property partners and book high volumes of room nights. This means that we’re always offered the best possible rates which we’re subsequently able to pass on to you. Serviced apartments are generally cheaper than hotels for stays of 7 nights or more and substantial reductions are made for longer lengths of stay. All rates are displayed excluding taxes on our website, but it’s worth noting that in the UK, VAT is also reduced for stays of more than 28 nights to 4%. This means that medium to long-term stays in serviced apartments become even more cost-effective.

Yes. When you pay by card we’ll provide you with a payment link to our secure, online payment service provider, Barclaycard. This is a PCI-compliant service, which means you won’t need to share any of your sensitive card data with us.

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

Included at all properties: Utility bills which may include: council tax, water, heating, electricity, gas, telephone line rental, and television license Basic TV package Included at most properties: Internet access Maid service Welcome pack Normally subject to an additional charge: Outgoing telephone calls Increased frequency of maid service Premium TV channels Extra beds for additional guests Parking It’s important to note that some properties in certain locations operate a monthly cap on utility bills. If this is the case, full details will be provided at the time of booking.

Each country applies tax at different levels. Certain local authorities apply taxes too. United Kingdom We’ll always quote you a rate excluding VAT. Common tax rule Value Added Tax (VAT) is charged at 20% for the first 28 consecutive nights, then at 4% for each remaining consecutive night after that. Alternative tax rule A small number of properties only charge VAT on the amount that they deem to be the service element. For example, with a rate of £110, £100 is deemed to be for accommodation and £10 is deemed to be service. Outside of the United Kingdom Government tax This is the tax element levied by the national government of the country in question. GST (Goods & Services Tax) Applies in countries such as Australia, Canada, Hong Kong, New Zealand and Singapore. VAT (Value Added Tax) Applies in all countries within the EU. Referred to as VAT in the UK, Ireland and Malta, but different abbreviations are used elsewhere in Europe, such as IVA in Spain and BTW in the Netherlands. VAT also applies in many countries around the world including India, Mexico, South Africa and Thailand. It may be known locally by different abbreviations. City tax Some city authorities charge an additional tax. An example of this is Paris, which applies a fee of EUR 0.80 to EUR 1.50 per person per night (depending on the specific area within Paris). Tourist tax Some city authorities charge additional taxes for tourists. These taxes generally apply to business travelers too. An example of this is Amsterdam, which applies a 5% tourist tax. Less common taxes Occasionally, other taxes are mandatory in certain jurisdictions. Examples of these include ‘the luxury tax’ on certain properties in India and New York City’s ‘development tax’. Service charge This is not a tax but is an additional charge that applies to certain properties. It is generally incorporated into the accommodation rate but is occasionally stated as an extra charge. Unlike restaurant bills, this service charge is never discretionary.

When making payment to us 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 card.

For all lengths of stay, savings will always be made on typical hotel costs like hourly internet rates, laundry bills, TV charges, and inflated bar, restaurant, and mini bar prices. 1 night stays Hotels and serviced apartments are comparable in cost. However, serviced apartments will offer much more space, flexibility and privacy. 7 night stays Serviced apartments are generally at least 15% cheaper than equivalent hotel accommodation with this length of stay. 30 night stays Serviced apartments are generally at least 25% cheaper than equivalent hotel accommodation with this length of stay. 90 night stays Serviced apartments are generally at least 30% cheaper than equivalent hotel accommodation. For example, even if the hotel matched a serviced apartment rate of £99 per night for the stay, you'd still save £982.08 in tax (9.19% saving).

You can book apartments online in our top UK cities. For international destinations and a greater variety of apartments, please contact us by enquiry form or call us at +1 888 585 4144.

To cancel a reservation you can either: - Sign in to your Serviced apartment Account, click on the details for the reservation and click the 'Cancel Booking' button. or - Contact your dedicated account manager, call +1 888 585 4144. or email americas@servicedapartment.com.co You many be charged a cancellation fee which you'll be notified of at the time of cancellation. Please note that the cancellation policy may differ when booking an apartment online.

You will be refunded within five working days of the cancellation date.

To extend a reservation, contact your dedicated account manager, call +1 888 585 4144  or email americas@servicedapartment.com.co

Once your reservation is paid for and confirmed, you will receive a client confirmation via email. You will also be given the opportunity to download the client confirmation at the point of reservation.

If you need any assistance with online booking, please email americas@servicedapartment.com.co or call us at +1 888 585 4144

Your check-in details will be included in the booking confirmation.

All rates include VAT.

During the reservation process, you'll have the opportunity to make any special requests with the property, however, these requests cannot be guaranteed.

Please make this request in the special request box during the booking process.

Please make this request in the special request box during the booking process.

Yes. Our online merchant, Barclaycard Smartpay, is 100% secure.

Please contact your dedicated account manager, call +1 888 585 4144 or email americas@servicedapartment.com.co

Yes. you pay the Serviced Apartment directly for the apartment and we then pay the property on your behalf.

Once availability has been secured, you will be directed to our online merchant center. Your payment will be processed using Barclaycard Smartpay.

Payment will be taken once the reservation has been confirmed.

You can use any of the following cards: Visa, Visa Debit, Visa Electron, American Express, Maestro or Mastercard.

If you wish to make a reservation without a credit card, please contact us to discuss our different payment options.

You can book up to 99 nights online, depending on the availability of our properties. If you are looking for an apartment for over 14 nights, we suggest that you fill out an inquiry form or give us a call as we will usually be able to offer a wider range of apartments, at better rates.