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*T&Cs apply.


Our FAQ’s should help with any queries you might have. If you’re still in need of help then call us or send an enquiry.

Frequently Asked Questions

+44 (0) 20 7313 3886
Send an enquiry
Booking Details
Can I make changes to my booking?

Yes, if your booking is Flexible. You can make changes to your booking by emailing or call +44 (0)20 7313 3886.

You can do the following:

  • Change date
  • Cancel booking
  • Change guest details
  • Change apartment type, subject to availability and rate change
How do I get more information about the apartment features or property’s facilities?

You can find further information about the apartment features and property facilities on the property page on

How can I get an invoice?

Your invoice is attached to your Payment Confirmation email. If you have booked directly through our website then you will have received receipt upon payment. Alternatively you can request this from our Customer Services team on

Will I pay the full price for my child(ren)?

We charge per apartment rather than per person, as long as it does not exceed capacity.

Can we get additional cots/beds for my child(ren)?

It depends on the property that you have booked as well as the size of the apartment. Please contact our Customer Services team on
or call +44 (0)20 7313 3886 and they will do their best to meet your needs.

Making Payment
How do i make a payment?

We do not accept cash and no payment details are taken over the phone. You will need to make a payment via our secure payment link or, with plenty of advanced notice, by bank transfer. The secure payment link is included in the Payment Request email.

Can I make a reservation for myself using someone else’s credit card?

Yes, but the cardholder may need to authorise payment when processing the bookings. Please also note that in the case of a No Show, a late cancellation penalty will be charged to this card.

If I need to cancel my booking, will I pay a fee?

If your booking is cancellable, you won’t pay a fee subject to terms and conditions. If it’s non-cancellable, you may incur a fee which is listed in your booking terms and conditions.

Where can I find my booking cancellation policy?

You can find the booking terms and conditions in your Booking Confirmation email.

How do I know if my booking was cancelled?

After you cancel your booking with us, you will receive an email confirming the cancellation. Check your spam/junk mail inbox. If you haven’t received this within 24 hours, contact our Customer Services team weekdays 9am – 5pm on +44 (0)20 7313 3886 or

Property Policies
I will be arriving earlier than the stated check-in time. Can I still check-in?

We cannot always accommodate this request, so it's best to contact the Customer Services team to avoid disappointment. Email
or call +44 (0)20 7313 3886.

Can I arrange a later check out time?

A late check-out depends on availability at the time of your stay. Please contact our Customer Services team on or call +44 (0)20 7313 3886 or ask at reception.

How can I request a smoking room?

All of our apartments are non-smoking.

Do you serve Breakfast/Dinner?

All of our apartments have self-contained kitchens and are self-catering.

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