Good to know
Frequently Asked Questions
The things guests ask most often before booking. Anything else, reception will happily answer on 020 7935 1096.
- What are your check-in and check-out times?
- Check-in is from 15:00 on the day of arrival and check-out is before 10:00 on the day of departure. Check-in instructions are sent with your booking confirmation. If your flight or meeting falls awkwardly, contact us in advance — early check-in and late check-out may be possible subject to availability.
- Can I arrive late or outside reception hours?
- Yes. Your check-in instructions are sent with your booking confirmation before the day of arrival, so a late arrival is not a problem.
- Can you store my luggage before check-in or after check-out?
- Luggage storage may be available at our head office, subject to availability — please ask in advance. Items are left entirely at the owner's risk and our insurance does not cover guests' belongings, so please make sure you have adequate travel insurance.
- How often is the apartment cleaned?
- Every apartment is fully cleaned and reset before you arrive. On stays of 7 nights or more you also receive weekly housekeeping — general cleaning, fresh linen and towels, beds made and rubbish removed. Weekly visits take place in the time slot set out in the Apartment Information Folder.
- Are linen and towels provided?
- Yes. Linen and towels are provided in every apartment, and are changed as part of the weekly housekeeping visit on stays of 7 nights or more.
- Do you accept pets?
- Pets are not permitted, except for registered assistance dogs — unless your quote confirmation states otherwise. If you have mobility, hearing or other accessibility needs, please contact us before arrival so building staff can be made aware, including for evacuation purposes.
- Is Wi-Fi included?
- Yes. Wireless internet is included in every apartment at no extra charge and is suitable for video calls and remote working.
- Is there a minimum or maximum stay?
- Minimum stays vary by apartment and by season — the exact minimum for your dates is shown in the booking calendar when you select them. There is no fixed maximum; guests regularly stay for several months.
- Do you offer corporate rates?
- We do. Companies booking regularly, or placing people here for extended projects, can arrange negotiated rates and consolidated billing. Email us with your expected dates and volumes.
- What is your cancellation policy?
- Cancellation charges and notice periods depend on the rate and booking type you choose, and are set out in your booking confirmation. A full refund is given only where notice is received and acknowledged by us by email within any no-charge period stated in that confirmation. All cancellations and amendments must be sent to us by email.
- Is there parking?
- There is no private car park at the building. On-street parking in Bayswater is controlled by the local authority, and there are public car parks nearby — reception can point you at the closest option.
- Do you have step-free or accessible apartments?
- The building is a period property, so access varies between apartments. Please call reception before booking and we will talk you through what is realistic for your needs.