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Frequently Asked Questions

Here at House of Fisher we have compiled a list of Frequently Asked Questions to provide you with more information before, during and after your stay. If you have any additional questions please call our Guest Services on 0118 4025 940.

What is a serviced apartment?

A great alternative to a hotel, a serviced apartment is a whole apartment, let out nightly, and serviced on a weekly basis (including new linen and cleaning). Furnished to a high standard and fully equipped, we offer a variety of property types and sizes, giving you a home from home experience without the confines of a hotel room.

What is an Aparthotel?

An Aparthotel is the term used to describe a group of serviced apartments in one dedicated building which offers similar facilities to a hotel. A 24-hour reception desk and guest lounge area are often included whilst some Aparthotels also provide a self-check-in service.

Why should I choose a serviced apartment?

There are many benefits of choosing an Aparthotel or serviced apartment accommodation over a hotel, you will get more space, typically 30% more than that of a regular hotel room, in addition it will provide you with more independence, privacy, flexibility and freedom. You can work, relax or entertain as you would in your own home. Our serviced accommodation is very competitively priced when compared to hotels and offers inclusive Sky TV (including sports), Wi-Fi internet and a dedicated Guest Services team available to you 24 hours a day. Further savings can be made as all our properties have a fully equipped kitchen, which will allow you to cater for yourself and reduce your restaurant bills.

What is included in the apartment?

All our apartments are designed to replicate a ‘home from home’ experience and to include everything you should need throughout your stay. Our kitchens are equipped with an oven, hob, microwave, toaster, kettle, fridge/freezer, dishwasher, washing machine/dryer, utensils, cutlery and crockery. Our living rooms include sofas, Sky TV, dining table and chairs. A desk will also be available in our larger 1- and 2-bedroom apartments. Our bedrooms and bathrooms include towels, bed linen, welcome toiletries amenities, and hairdryer. Most of our 2- and 3-bedroom apartments have flat screen TVs with Freeview in the bedrooms. We take care of all the bills, from heating to internet and provide a service clean of your apartment once a week for stays longer than 7 nights. Additionally, we provide a Welcome Pack for your convenience.

Can I view an apartment before I book?

We will do our utmost to ensure you are able to view your property before you commit if you wish to do so. If the property is currently occupied, then a viewing of a similar property may be arranged. This can be booked via one of our reservations team, please contact reservations@houseoffisher.com.

How do I make a reservation or book?

As soon as you have made your decision please give us a call/email. If you are not sure about all the aspects, that’s ok, we can help. Our team are here to assist you with your enquiry and booking every step of the way. You can also make your reservation online and our Reservations Team will contact you to confirm the reservation.

How do I pay?

We accept payment by all major debit and credit cards. We can also accept payments directly into our bank, by cash (dependant on staff availability and office hours) or by company invoice. Payment or billing confirmation is required prior to check-in in all instances.

Do you offer discounts on longer stays?

Yes, the longer you stay the better value we can offer you. Discounts are offered for long term bookings. Our reservations and sales teams will be happy to calculate discounts and rates for you depending on the length of your enquiry. There is also a reduction in VAT (tax) from 20% to 4% after 28 consecutive nights.

Do I need to tell you anything else when I book?

If you would like to extend your stay, please let us know so that we can ensure that we consult you before taking any future bookings for your apartment. If you require additional facilities, such as baby cots or Z-beds, please let us know at the time of booking so that we can confirm the additional charges and organise this before your arrival (subject to availability).

What happens when I have made my booking?

You will be sent a “Booking Confirmation” which will give you the address of your property. A “Welcome Letter” is also sent 3 days before arrival with details of how to access the apartment as well as other information that you may find useful. (Please see our terms and conditions for charges relating to changes in bookings).

What time can I arrive?

You can check-in to any of our properties from 2pm on the day of arrival. Most of our properties are ‘self check-in’ locations and we will send you the details of how to enter the property before your arrival, on your booking confirmation documentation. We provide key safes at many of our locations where keys can be left with instructions. Our Guest Services team provide 24-hour support for further assistance.

Can I access the apartment before 2pm?

Please speak to our Reservations Team, who can check our availability. Early arrival fee starts from £10 per additional hour for arrivals between 12am and 2pm. Any arrivals before 10am will be charged the full nightly rate for the previous night.

What time is check out?

Check out time is by 10am on the day of your departure, unless otherwise agreed. If you do require a later departure please let us know in advance and we will try and arrange this for you, however it cannot be guaranteed. Departure after 10am up to 12pm will incur an extra charge of £10 per additional hour. Departures after 12pm will be the charged the full nightly rate.

How do I get to the apartment?

You will receive directions to your apartment together with access instructions in your Welcome Letter 3 days prior to arrival. Additionally, there are map links for all the properties on our website under the property pages.

Is car parking included?

Parking is available at most of our properties, charges starting from £5 (plus VAT) per vehicle per night (depending on location) unless otherwise agreed. Parking is subject to availability and is not always guaranteed so please enquire and book when making your reservation. Please note cars are parked at owner’s risk.

What is your cancellation policy?

Once a booking has been confirmed by House of Fisher, any request for cancellation must be confirmed in writing. You may cancel your booking at any time without penalty by giving notice of at least 7 days before the booked arrival day. Cancellations within the 7-day period will incur a charge of one week’s rental or the total amount due, whichever is the lower. Please send your cancellation notice via e-mail to reservations@houseoffisher.com. For further information please see our Terms & Conditions

What is your refund policy?

Refunds will not be made unless we are able to re-let the property, in which case you will be reimbursed for the number of nights re-booked. We will always endeavour to re-let a cancelled period so that we can offer you a refund.

Can I extend my stay?

You are able to extend your stay if we have not taken another booking. If you would like the ‘option to extend’ please let us know when making your booking. We will then ask you nearer to your departure date if there is a need to extend, but we reserve the right to take other bookings if we cannot reach you or do not hear from you. Please keep in touch when staying for a longer period so that we are aware of your plans. A ten-day notice of extension is required to guarantee your accommodation – please see our terms and conditions.

What if I break something?

Accidents happen. If you happen to break anything during your stay, please contact our Guest Services team on tel. 0118 402 5940 and they will advise about issuing a replacement or organising repairs and/or if there will be a charge.

What happens if I lose my keys?

If you happen to lose your keys, parking permit, car park fob or key cards please contact our Guest Services team straight away so we can issue a replacement, on tel. 0118 402 5940. Depending on the item that has been misplaced there may be a charge of up to £200 + VAT and a call out charge of £50 + VAT may be applicable if assistance is needed out of hours.

Do you provide a housekeeping service?

Yes, we do. Our housekeeping team ensure that the apartments are cleaned before your stay and that you have a provision of fresh toiletries, towels and bed linen as well as dishwasher tablets. After a 7-night consecutive stay, we provide a free of charge general service clean of the apartment. This involves the whole apartment being cleaned, including the towels and bed linen being changed. If you require anything extra during your stay, please contact our Guest Services team on tel. 0118 4025 940.

Do you supply welcome packs?

To help you get settled into your apartment we supply starter packs in all our apartments consisting of: tea, coffee, sugar, sweetener, milk, breakfast cereal, mineral water, biscuits, pretzels, dishwasher tablets and laundry tablets. Only dishwasher tablets will be replenished during the weekly service. Your guest directory will let you know where the closest grocery store is to your apartment.

What are your office hours?

Our office is open from 08.00am until 18:00pm Monday to Friday. Outside these hours, all calls are answered by our Guest Services team who will be happy to help 24/7. For more information please call the Guest Services team on tel. +44 (0)118 4025 940.

Do you allow pets in the apartments?

We only allow pets in our Reading serviced apartments at Stanshawe Court. Please inform us about your pet at the time of booking so that we can prepare the correct paperwork and add this to our system for Health & Safety reasons. Please review our pet policy for reference.

What if I require special assistance during my stay?

Our Guest Services Team is available 24 hours a day, 7 days a week, every single day of the year. You can seek assistance by telephone +44 118 4025 940, WhatsApp +44 7786 452 241 or via email guestservices@houseoffisher.com

Accessibility Requirements

We have several solutions that can be offered depending on the requirement. If you have difficulty walking, but do not need a specially adapted room, please feel free to request a location with a lift or ground floor apartments for easier access. Please contact our Guest Services Team directly by telephone +44 118 4025 940, WhatsApp +44 7786 452 241 or via email guestservices@houseoffisher.com for further information and we will do our very best to assist with a tailor-made proposition at the time of booking.

What improvements have you made in light of COVID-19?

Our guests and employees have always been our top priority and in light of the current situation and in line with the UK government’s advice, we want to make you aware of the improvements and policies we have made to ensure everyone’s safety at House of Fisher. Please visit this section