Why do you require Photo ID when staying?
We require photo identification from all guests staying with us whether it is for 1 night or 1 year. The safety and security of all our guests is paramount and therefore we feel that the best way to ensure this is to make sure we know everyone who is staying.
Which forms of Photo ID are accepted?
We accept driving licences, passports, national identity card baring a photo, UK residence permit. These are the only forms of ID which we will accept.
Can I still check-in without photo ID?
Without one of the forms of ID mentioned above, we will not be able to check you in for your stay, so please make sure you have ID with you.
I am a British Citizen, do I really have to give you photo ID?
We feel that it would be unfair to expect foreign nationals to provide photo ID and not British nationals, therefore it is our policy to ask for photo id from every guest.
Do you keep a copy of my ID and if so for how long?
Yes, we securely store a copy of your photo ID. We retain the right to hold your data for a minimum of 30 calendar days subsequent to your departure date. However after this period you may write to us at email@example.com to request the deletion of this data, which will be done 21 days after receiving your written request. Please see our privacy statement for more details.
Do you require a security deposit?
Please note that at check in we require a security deposit to cover any incidental breakages or damages that may occur during your stay. The security deposit is usually an authorisation on your credit card and this authorisation will be cancelled following settlement of any outstanding balance on your bill at check out and if no incidental expenses have been incurred.
An authorisation is NOT DEBITED from the cardholder’s account. The amount is held for a short period of time and is automatically cancelled.
Which cards do you accept?
We accept all major credit and debit cards with the exception of Diners Card. If you are unsure, please email firstname.lastname@example.org for more details.
Do you charge my card straight away if I book online?
This depends on which rate you select on our website. We will only take payment from your card at booking if you select the advance purchase rates. However we do keep a secure record of your payment details for all bookings. For more details please see our terms and conditions.
If I pay online, is it secure?
Yes, all payments taken through our portal go through a secure server provided by Trustwave.
How can I make payment?
You can pay by credit/debit card, or bank transfer either through our secure online payment system or by calling our reservations team on +44 (0) 20 7341 5800
What do you use my data for?
Is my data safe?
Your stay with us
How long can I stay for?
This depends on the length of time that you originally made your booking for and the property you stay at. At 1 Harrington Gardens you are free to stay from 1 night + whereas at our longer stay properties guests tend to stay for 30 nights or more.
Can I smoke within my apartment?
No we operate a strict no smoking policy throughout the building, this includes all apartments. Smoking within your apartment can result in a fine of up to £500.
Are pets allowed?
Unfortunately we do not allow pets in our apartments.
Can I have an extra bed?
Dependent upon the apartment this is indeed possible for an additional £30 per night charge, subject to availability. For more details please contact our reservations department.
Do you provide cots for infants?
Yes we provide these free of charge subject to availability. We kindly ask you to book this through reservations before your visit.
Do you provide airport transfers
We can provide these on request. Please make sure you contact us at least 48 hours before your arrival so we can make sure that a transfer is booked for you.
How do I contact reception from my room?
Please press “0” on your phone to speak to reception. Our reception is available 24 hours a day.
What time is check-out?
Check-out is before 11am on day of departure.
What time is check-in?
Check-in is from 2pm on your day of arrival.
Can I have a late check-out?
Yes, however please speak to our reservations team as early as possible as this may be subject to availability, additional fees may apply.
Can I check-in early?
If your room is available we may be able to check you in ahead of time, however we do ask you to call or email ahead.
Is it possible to have twin beds rather than a double?
Within our apartments we are able to provide twin beds however this needs to be requested before arrival and is subject to availability. Please send your request to email@example.com and we will do our best to fulfil it.
Can we store our luggage and pick up later?
We do have a storage room, so you may be able to do this, although any valuables are left at your own risk and we accept no liability for any loss.
Do you have parking facilities?
There is no parking available on site. We recommend that you use the parking facilities at Millennium Gloucester Road Hotel which is opposite our property. Additional charges apply.
Do you charge for WiFi?
Hi-speed WiFi is provided free of charge in all apartments and common areas of the building.
How often is my apartment serviced?
We offer daily housekeeping and change of towels service. Bed linen is changed twice a week.