FAQs

How do I book an apartment?

Apartments can be booked directly on our website or with our booking team on 0208 349 7293 as they will be happy to assist you.

When is my booking confirmed

Once payment has been made and a confirmation email received.

How do I make a payment?

Payments can be made on our website using a debit or credit card, Over the phone, and also by a bank transfer.

Do you accept last minute bookings?

We accept last minute bookings as long as a there is availability and the booking meets all the criteria.

Do I get towels in the apartment?

Yes. We provide you with fluffy towels.

Do you provide highchairs and Cots

Upon request, these can be provided. Please note that these items if not available in the accommodation will be subject to an additional charge.

When do I get the Oyster Card?

Oyster travel cards are handed over to you on check in. However, we might be able to send it to your home country, if requested as long as you are willing to pay the postage charge. Please ask about this service.

Do I have to pay for the Oyster cards?

Oyster travel cards are completely free of charge however, it is your responsibility to top it up with the desired amount. This can also be done while booking.

Do I have to return the oyster card?

All oyster cards should be returned upon check out or pay a £5 charge for not returning the card.

How do I cancel my booking

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Bookings can be cancelled by sending an email to our reservation team. If you do not receive a confirmation then we might not have received your email.

How can I get my refund?

Refunds are processed within 7 days of receiving your cancellation confirmation. Please look at our cancellation policy before opting to cancel your booking.

What is your cancellation Policy?

Our cancellation policy can be found here. Booking Terms Conditions

What time can I check –in?

Our check in time is normally 3pm. We are only strict on this time when we have a check out on the same day as your check in.

What time can I check out?

Our check time is 11am. We are only strict on this time when we have a check in on the same day as your check out.

How do I gain access to my accommodation?

The hose manager for the accommodation will meet you at the property, show you around and handover the keys.

Do you provide extra services?

Yes. We do provide extra services like Chef, Chauffer, maid service, massage, baby sitter and concierge services.

Are there any extra charges?

There will be an extra charge for the additional services. This will depend on your request.

Why is the total amount for my booking more than the amount for the total length of stay?

The amount is higher as we do have to charge a refundable security deposit for each accommodation. Each accommodation has it’s security deposit. We also charge an service charge for each booking. The service charge is between £55-£155.

When do I receive my security deposit?

Security deposit is refunded not more than 7 days after your check out. The security deposit is refunded using the method of payment you used.

How do I redeem my 5% discount?

We do offer 5% discount to our returning customers. Discounts can be redeemed with a discount coupon. However if you had booked on our website previously and revisiting, then this will be automatically processed.

What is Guardian Experience?

The Guardian experience gives the host the opportunity to earn a hassle free income whilst having someone at their property. Whether your home is unoccupied due to work, have retreated to your second home, taken an extended vacation or in the process of selling your home and have vacated the property, then you could have a wonderful space for guests to stay whilst you away.

How do I become a host?

If you want to become a host, you can contact us on 020 8349 7293 or fill in your details in the become a host section and someone will get back to you.

What if my property is damaged?

First we vet our guests to make sure they are legitimate and responsible travellers before agreeing to offer them your place. However, we know that these things happen and that’s why we have to hold a security deposit incase of damages.

Do I have to own the property to be able to list it?

Yes. We only deal directly with the homeowners or their agents. In both cases, we do need a proof including an identity proof as well.

Is it safe to list my home?

It is completely safe to list your home. Our guests are verified, we have their details and most times we know where they live.

Who cleans up afterwards?

We do just that. We’ll make sure that your home is presented immaculately each time immediately after a check out.