Frequently Asked Questions

All apartments can be booked immediately online as our availability is always up to date. If you’d prefer to ask some questions first, please send us an email.

You can pay online by credit or debit card, using a secure link provided. If you'd prefer to pay by bank transfer, we accept payments in £ (GBP), € (EUR) or $ (USD).

Definitely not! As long as you tell us your flight details, there'll be no problem arriving late.

No. We're sure that's the last thing you'd want to do, especially if arriving late.

We are contactable 24 hours a day, 7 days a week. This includes Bank Holidays, Christmas Day and New Year’s Eve/Day. You will have a contact number should you have any emergencies you need to report.

Many guests like arranging grocery deliveries to their apartments and we have no problems with this. Just make sure the delivery is arranged for after you check-in. We don’t advise having post sent to your apartment in case it arrives before or after your stay. If you wish to receive post (tickets, SIM cards, payment cards etc), let us know and we may be able to have it sent to us instead.

Definitely not. Not only would this be unpleasant for any future non-smoking guests, it's also illegal to smoke in our properties. We will impose a minimum charge of £100 if you do smoke, in addition to any damage and we may need to charge you the cost of relocating our next guests.

Most of our apartments cannot accommodate larger pets (dogs, cats) but small caged pets may be allowed in some cases. Guide dogs are accepted in most circumstances - we just need to know before you book.

We provide all bed linen and towels (free of charge) and an initial supply of toilet roll, kitchen paper, washing up liquid and hand wash. As our apartments are self catering, any further supplies should be bought yourself.

If you lose your keys, phone us as soon as possible. Depending on the circumstances of the loss, we may have no option but to charge for a lock change. If you need access, we'll provide this at £25 (£50 if after 7pm and before 9am).

We hope you’ll not need to leave earlier than your expected departure date but if you do, please call or email us to let us know you’re leaving. In most cases, refunds won’t be available for any unused parts of your stay unless we’re able to re-let the accommodation.

Check out time is 11am in all apartments, unless otherwise stated. Cleaning staff will arrive at the apartment from 11:00 therefore it would be appreciated if you had departed by this time. Late check-outs may be available by prior arrangement but cannot be confirmed until the day before departure. Charges will apply for any guests who have not departed by the agreed check out time.

You don’t need to clean the apartment before leaving but we ask that it's left in a similar condition you found it in. All rubbish should be placed in bags provided and all dishes washed or placed in the dishwasher. If the apartment is left in an extremely bad condition (evidence of smoking, damage to furniture, broken crockery, stained flooring or furniture), we may impose additional charges.

Precise check out instructions vary from one apartment to the next. You will find details in the Welcome Guide provided.

We hope you won’t need to cancel your stay but understand that this does happen on occasion. We strongly advise taking out suitable travel insurance which covers you in the event you are too ill to make your holiday or flight cancellations mean you can no longer make it.

If you do need to cancel, please let us know as soon as possible. We will advertise the apartment again and if it's rebooked, a partial refund will be available.