FAQs

About Serviced Apartments

  1. What is a serviced apartment?

Serviced apartments are self-catered living spaces comprising of at least one bedroom, lounge, kitchen or kitchenette, and are typically similar to residential apartments.  Serviced means that the apartment will be cleaned and towels and linen will be changed at least once a week by the cleaners. They are perfect for both short and long stays, as they offer the ability to cater for yourself and at least three times more space than the average hotel room.

  1. What kitchen equipment will I find in my serviced apartment?

Although the amount and variety of equipment might vary, a serviced apartment will typically provide: a cooker with hob and oven, microwave, toaster, kettle, caffetiere, crockery & cooking utensils, plates, pans, pots, cups and glasses. Should you  require any other piece of equipment, please request it in your booking. Many serviced apartment partners will be able to provide you with extra items during your stay, should you need them.

  1. What can I expect in my apartment?

All apartments will have a fully equipped kitchen, a TV with Freeview, Wi-Fi, fresh towels, washing machines as a minimum. Specific or exclusive facilities will be added to the description of each property.

  1. What about internet access?

All our partner properties have Wi-Fi access.

  1. How do I check-in to my apartment?

Depending on the property, there are different requirements for checking in. Some apartments may only have coded check in, without personal assistance, while others will have a traditional hotel-like check in, on reception. It is common for apartment providers to require ID upon check in, as well as a deposit.

  1. What if I need an early check-in?

Serviced apartments tend to have a later check-in time than your average hotel. This is because apartments take longer to be cleaned as they are larger. If you do require early check-in, you should be aware that it needs to be requested in advance and it is subject to availability. Most properties will be happy to hold on to your suitcases and bags if they have the space available.

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

Our direct number is [INSERT 0333 PHONE NUMBER]. When completing your booking, you will be provided with the contact details of the property.

  1. What time can I check-out?

Check-out times are different for every property, and are displayed on the tab of the featured property.

  1. What if I need a late check-out?

It is up to the discretion and availability of the providers whether late check-out can be honoured or not. We advise all out customers to mention during the booking any details that may help towards making their stay better. Some apartment providers may charge a late check-out fee, usually per hour.

  1. What is the pet policy in serviced apartments?

Pet policies are different for every property, and are displayed on the tab of the featured property.

  1. Can I smoke in my apartment?

All apartments are non-smoking, and our partners will kindly ask you to respect the facilities you are using and smoke in a designated area, outside the apartment, provided there are no balconies.

  1. Can I smoke if my apartment has a Juliet balcony?

Unfortunately no. A Juliet balcony is not classed as being able to provide you with an outdoor area for smoking, and does not prevent smoke or ash for entering the apartment.

My Booking

  1. Can I cancel my booking by contacting the property myself?

Should you need to cancel your booking, the process must be done through us. We will contact the property, set up any refunds and complete the cancellation process for you, without any fuss.

  1. How do I amend my reservation?

If you need to make changes to your booking please get in touch with the account executive who completed your booking, or with the customer service team.

  1. Is there a minimum length of time that I have to book for?

We ask our partners to set their own minimum stay requirements, specified on their dedicated page.

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

Of course. We have agreed with our partners to accept viewings from our guests. Please give us as much notice as possible. To arrange a booking, please contact us on 0203 053 3333

  1. Are there service costs on top of the booking price, if I book with you?

Absolutely not. The final price our team will quote you will not include any service charges for our guests.

About your payment

  1. Do I have to pay a deposit?

Every provider works differently from the other. When setting up your booking, you will be informed of any deposits that may need to be paid, or of pre-authorisations that may need to happen.

  1. How are your rates so competitive?

We benefit of the Rate Paritif service?, which ensures we are able to match your stays

  1. What’s included in the cost of my serviced apartment?

Depending of your needs and requirements, the cost of your booking and what it includes can vary from the apartment rate only, to extra cleaning, breakfast options, bed twinning or concierge services. Typically, included in the apartment’s price are weekly cleaning and linen change and all bills.

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