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FAQ

What are your office hours?

We are open 9am to 5.30pm Monday to Friday and closed on Bank & Public Holidays.

How do I contact you?

Call us on +44 (0) 20 79371201 or mobile +44 (0) 7765 250474, send an email to office@citylifeapartments.com, fill in the Contact Us form or use the Enquiry Form

What is a serviced apartment?

They are known by different names including apartment hotels, corporate or interim housing, self-catering apartments, short let apartments, home-from-home and self-contained apartments. “Serviced” mean they are cleaned regularly by professional cleaners. Duvet pillows, bed linen and towels are always provided. Some properties have a few apartments, others several hundreds. There are also buildings with 24-hour Reception, bar, restaurant, conference facilities, business centre and a few have a swimming pool. Instead of a small hotel room, you have a living room with TV, Internet, separate bedroom (except studios), fully equipped kitchen or kitchenette and bathroom

What are the benefits of serviced apartments?

More private, comfortable and spacious than a hotel
A place to work with free Internet
Better value for money compared with hotel
A “home-from-home” for temporary housing
Make your own meals in a fully equipped kitchen
Entertain clients & friends
Avoid expensive restaurants & room service bills
Save on total accommodation costs
Easy and simple booking procedure
Continuing support from us during your stay

Can i book an apartment if I’m less than 18 years?

To stay in an apartment at least one guest must be 18+ years old. Some companies require that one guest is atleast 21 years of age.

What information do you need to source an apartment?

Type of apartment: studio, 1, 2, 3, 4 or 5-bedroom apartment
Number of guests: adults and children under 12 years
Price limit per night: Prices vary a great deal and it’s therefore important that we check availability with providers within the budget
Preferred locations: if possible, it’s helpful if visitors can let us know their preferred area/s
Special requests: for example lift, balcony, etc.

How many people can stay in each apartment?

Maximum guests in each apartment is found in the price tables. In some, an extra bed can be provided for an additional cost, but Fire & Safety regulations must be respected at all times. Therefore, the total number of guests, including children under 12 years cannot exceed the amount of people an apartment has been booked for.

Can children stay in apartments?

Children are welcome in all apartments and many companies provide a baby cot and/or a high chair on request, either complimentary or for a small extra fee. Please note that by English Law parents may be prosecuted if they leave a child unsupervised in a manner likely to cause unnecessary suffering or injury to health. It also states that babies, toddlers and very young children should never be left alone. If the children are discovered unattended, they may be taken into care by local authorities. So, please DO NOT leave any children without the company of an adult. To book an apartment, at least one person must be over 18 years of age

What is VAT?

VAT (value added tax) is a Government tax which is charged at 20% for the first 28 nights and 4% thereafter. However, some apartments providers are exempt from paying VAT and others charge VAT for the first 28 nights only. The information is published below the price tables for each apartment building found in the “Rates” tab.

What is the minimum stay?

We take bookings from 2 nights, but some apartment providers require a minimum of 1 week, 1 month or 3 months. You will find this information in the “full list of apartments” and on the feature page for each apartment building.

How often is the apartment serviced?

Most are serviced (cleaned) 5 days a week – Monday to Friday, others on a weekly basis. Professional cleaning and maintenance ensures they are kept to the highest standard.

What are the check-in and check-out times?

Check-out is usually before 11am and check-in after 2 pm, but this may vary. Please check each feature page for details. Guests arriving early in the morning, are recommended to book the apartment from the night before to ensure guaranteed early check-in.

Can I preview the apartment before making a booking?

Yes, if you would like to view, we can make the necessary arrangement. However, some providers will not allow a viewing if the apatment is occupied as they want to respect the privacy of the in-house guests. Others will need to notify tenants by giving 24 or 48 hour notice.

Why do you need my credit/debit details details?

In order to make a reservation credit card details are required. The information is given to our providers and they are responsible for charging the rent. All the companies we do business with are trusted and well known within the serviced apartments industry. In most cases an imprint is taken and the rent charged before or on arrival. Some apartment providers however do charge rent at the time of booking and others a few weeks prior to check-in. We will ensure that you know the Terms & Conditions and the Cancellation Policy of each provider at the time of enquiry. You can make your reservation by telephone or email and we will confirm the booking within 24 hours during workdays – Monday to Friday. In the unlikely event that you have not heard from us within this time, please call our mobile service – 0044 (0) 7765 250274.

Do you charge administration fee?

No, our service is free of charge and there are no hidden extras.

What do the rates include?

The rates include rent, water, gas, electricity, council tax, TV license and cleaning (maid service). In a very few cases where not all of these charges are included, it will be specified on the “Features” page of each property. Telephone charges and requested additional extras are not included. All prices are agreed at the time of quotation and will not change unless guests alter the booking.

Do I have to sign a contract?

Normally not, but there are exceptions and we will advice you accordingly at the time of enquiry.

Do I have to pay a deposit?

Only a small number of apartment providers require a deposit. This will be refunded in full shortly after departure, but guests should be aware that they are liable for damages or breakages caused whilst staying in the apartment.

Are the rates negotiable?

Many apartment providers offer discounted rates for weekly and monthly stays which are published on the feature page for each property. We will also try not negotiate favorable rates whenever possible.

Do you accept group bookings?

Yes, we do. However, groups are often subject to different Terms & Conditions and Cancellation Policy than those published on our website. Please ask us at the time of enquiry.

Can I bring pets?

Small pets are allowed in the following properties: Barbican, Holborn, Trafalgar Square and Gloucester Road. It is subject to prior agreement and at the discretion of the Management. Thames Apartments and Kensington Gardens accept small dogs only. Several other properties do accept guide dogs for people who are visually impaired. Please get in touch for more information

Travel insurance

We strongly recommend visitors to purchase travel insurance to cover any possible cancellation charges, in case of un-expected circumstances including illness, bereavement, etc.

Damages & breakages in the apartment

All guest are responsible for any damage and breakage caused whilst staying in the apartment. The apartment provider will either deduct replacement & repair costs from the deposit or charge the credit card provided when the booking was made. Failing to pay for damages could result in legal action.

General information

Photos are for guide purposes only and do not necessarily represent the exact apartment that is booked. We reserve the right to alter the published rates or accommodation without notice due to circumstances beyond our control. We act as an agent in good faith and cannot be held responsible for defaults or acts caused by a third party.