F A Q

How do I book a stay?

Booking a stay with us is easy.

1. Click the “BOOK NOW” button in the top right-hand corner of your screen.

2. Use the filter bar to select the location, dates and number of guests.

3. From the results, pick your place.

4. Follow the booking steps to book your stay securely and instantly online easily.

How do I access the Property?

At Hotel House, lets and serviced apartments use a coded and programable key safe.

The code to the key safe and a tutorial on how to use the key safes can be found on your check-in instructions which are sent out after the online check-in form has been completed and the security deposit pre-authorised.

Make sure to check your junk mail, as sometimes the email can get lost!

What time is Check-In and Check-Out?

Check-In is from 3:00 pm onwards.

Check-Out is anytime before 11:00 am.

Suppose you wish to extend your stay or book again for the week/weekend after. Please let us know at your earliest convenience.

Please note: We cannot always guarantee an extension of your stay even if you currently stay in the property.

Can I Check-In Earlier or Check-Out Later?

If we can accommodate your request you can select one of the following options just let us know with as much notice as possible.

 If you the availability allows you to check-in early, we charge £15 per hour.

For late check-outs, please see below for our fees:

1 hour (12pm check-out) – £15

How Do I Extend My Booking?

Extending your booking with us is easy!

After you’ve been in the property for 24 hours, you’ll receive a message from our guest services team regarding an extension of your stay. All you need to do is reply to the message with your request and one of the team will get your extension sorted.

Additionally, you can Email, Text or Call Us by visiting the Contact Us page at any point before, during or after your stay.

Do you offer contactless Check-In

All our Check-Ins are contactless. Not only does this ensure a simple and smooth check-In process for our guests. It also avoids the unnecessary risk of spreading any viruses.

Do you take a Security Deposit?

Yes we do, this deposit is fully refundable after check-out subject to a damage inspection of the accommodation.

The deposit is the same for all properties and is a standard fee of £200 no matter the length of the stay.

This is taken as a pre-authorisation (not a payment) on your credit or debit card. This is released on your departure day or the following day after the cleaning inspection has occurred. Sometimes the deposit can take a few days to be returned, this all depends on  our payment processor and your bank.

Can I smoke in the properties?

We operate a strict NO SMOKING policy and if it is found that a guest has been smoking in the property. All guests will be subject to a fine as per our Short Stay Terms and Conditions.

Do the properties have wifi?

Yes!

All of our houses and apartments come with FREE, fast and unlimited WiFi for you to use throughout your stay with no restrictions.

Are your properties pet friendly?

We are pet lovers ourselves understand that pets are often an important part of a family. This is why we try to provide pet friendly accommodation where possible.

Unfortunately some of our properties are not suitable for pets, so it does depend on the house and the pet. Please note that there is also an additional pet fee to be paid as per our terms and conditions.

Do you offer discounts for long-term stays?

100% yes!

Most of our long term guests tend to be business clients but wether you are travelling for business, pleasure or are relocating, we offer 12% off for stays longer than 7 nights and 25% off for stays longer than 28 nights!

If you’d like to book a long-term stay, you can email us at bookings@hotelHouse.com to get the best rates.

What is the cancellation policy?

Our cancellation policy can be found in our terms and conditions which all guests sign. Please see section 2.4 below:

When booking direct with Hotel House, via phone, email or through the direct booking website. The cancellation policy is as follows:

• If the booking is less than 5 days long, you can cancel 5 days before check in to receive full refund.

• If the booking is between 5 and 14 days long, you can cancel 7 days before check in to receive full refund.

• If the booking is for 14 days or more, you can cancel 14 days before check in to receive full refund.

• If you cancel within 24hrs of making the booking with us, you will receive a full refund.

• With all cancellations, a small refund processing fee may be charged.

Is there an extra charge for additional guest/s?

The honest answer is that it depends.

If you would like to add or remove guests from your booking, please reach out to our team via phone, email or text and they will be able to inform you of wether there is a charge or not.

Please note: If you booked via an online travel agent (Airbnb, Booking.com etc.), your cancellation policy may be different.

Can we request more cleaning services during our stay?

Yes! We provide cleaning before and after stays and for longer term stays we clean the property once a week.

However, if you would like more cleaning during your stay, please reach out to our guest services team and they will get it booked in. Please note that extra cleaning fees will apply.