Asked, answered.
The short version of everything guests ask. Anything else — WhatsApp us between 9 am and 6 pm, or call any hour.
Booking & rates
What’s the difference between nightly, weekly and monthly rates?
One apartment, three rates. Weekly stays of 7+ nights save 7%; monthly stays of 30+ nights save around 22%. Switch between them with the tabs in any search.
Is booking direct really cheaper?
Yes — it’s guaranteed. Find the same apartment and dates cheaper elsewhere and we’ll match the price, then take a further 5% off. No middleman fees, ever.
What’s the cancellation policy?
One simple rule for every stay: cancel free of charge until 14 days before your 3:00 pm check-in and the full amount is refunded to the original card. Inside 14 days, 50% of the total is refunded. The cancellation policy below has every detail.
Can I view an apartment before committing to a monthly stay?
Of course. We offer live video walkthroughs for any stay of 30 nights or more — just ask your account manager.
Can you hold an apartment while I decide?
For monthly enquiries we’ll hold your dates for 24 hours as a courtesy. Nightly bookings are live inventory, so it’s first come, first checked in.
During your stay
How does check-in work?
Self check-in from 3:00 pm — by smart lock or secure key safe, depending on the apartment. Your entry details, wifi and a neighbourhood guide arrive by email and WhatsApp before you land.
Something’s broken — what now?
Message the WhatsApp thread that opened before your arrival — a real person replies in minutes during office hours (9 am – 6 pm, every day), and mid-stay issues are fixed or answered within the hour. Anything urgent outside those hours, call us — phones are answered 24/7.
Is housekeeping included?
Every stay starts hotel-clean, with fresh linen and towels and a starter set of toiletries. Mid-stay housekeeping isn’t included — cleans can be arranged any time at an additional fee. Toiletries, linen and towels are replenished between stays rather than during them.
Can I extend my stay?
Usually, yes — and at the same rate where the calendar allows. Monthly guests have 14-day notice flex on extensions, so growing a stay is one message, not a new contract.
Payments
When am I charged?
Nightly and monthly stays alike are charged in full at booking through our Stripe-secured card checkout — you see the exact total before you pay. Corporate accounts can arrange consolidated invoicing instead.
Can I get a VAT invoice?
Every booking comes with one automatically. Corporate accounts get consolidated monthly VAT invoicing with PO references.
Corporate & owners
Do you work with relocation agents and travel managers?
Daily. You’ll get a dedicated account manager, negotiated monthly rates, and one invoice however many apartments you book.
I own a London property — what does management cost?
One transparent management fee covering pricing, housekeeping and guest vetting. It’s quoted after a free, no-obligation assessment of your property.