Single Banner 1

FAQ

0118 4025 5940

What is a serviced apartment?

A serviced apartment is a whole apartment, let out nightly and serviced (new linen and cleaning) on a weekly basis. 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 provide a self check-in service.

Why should I choose a serviced apartment or Aparthotel?

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 free Sky TV and broadband internet. 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 of 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, fridge/freezer, dishwasher, washing machine/dryer, utensils, plates, bowls, pots etc. Our living rooms include comfy sofas, chair, flat screen TV, dining table and chairs. A desk will also be available in our larger 1and 2 bedroom apartments. Our bedrooms and bathrooms include; towels, bed linen, toiletries, hairdryer and an alarm clock. Our 2 and 3 bedroom apartments have flat screen TVs in the bedrooms. 

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. Our sales team will arrange this for you on request.

How do I make a reservation or book?

As soon as you have made your decision please give us a call. If you are not sure about any aspect, that's ok, we can help. Our team are here to assist you with your enquiry and booking every step of the way.

How do I pay?

We accept payment by all major debit and credit cards. Bookings paid for with Visa or Mastercard Credit Cards or American Express charge cards will incur a 3.5% surcharge (including VAT). We can also accept a payment directly into our bank, by cash (dependant on staff availability and office hours) or by company invoice. Payment is required prior to check-in.

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. 

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 on the apartment. If you require additional facilities, such as cots or Z-beds, please let us know at time of booking so that we can confirm the additional charges and organise this before your arrival.

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 with details of how to access the apartment. (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. The majority 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. We provide key safes at many of our locations where keys can be left with instructions. Our guest services team also provide 24 hour support if there are any problems.

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 25% of the cost of the nightly rate. Departures after 12pm will be the charged the full nightly rate. 

How do I get to the apartment?

There are map links for all of the properties on our website under the property pages. You will be provided details on how to find the property via your booking confirmation which will give you exact details for your particular apartment.

Is car parking included?

Parking is available at the majority of our properties and is subject to a £5 (plus VAT) charge per vehicle per night. Parking is subject to availability and is not always guaranteed so please enquire and book when making your reservation. 

What is your cancellation policy?

Fourteen days notice is required to avoid charge. Please put your cancellation in writing to us, or send your cancellation notice via e-mail to reservations@houseoffisher.com. In either case we will confirm the cancellation and any costs involved. For further information please see our cancellation policy.

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 as long as 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 the time of your plans 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 require special assistance during my stay?

If you require any special assistance during your stay, please contact us prior to booking. We are happy to help wherever we can and provide assistance and guidance when booking and staying with us to cater for your every need.

A few of our apartments have mobility access throughout and specially adapted rooms, but if there is no apartment available at the property of your choice, we will be happy to offer you alternative accommodation at one of our other properties and assist with any special needs

If you have difficulty walking, but do not need a specially-adapted room, please feel free to request an apartment with a lift or ground floor for easier access

What if I break something?

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

What happens if I lose my keys?

If you happen to lose your keys, parking permit, remote or key cards please contact our Guest Services straight away so we can issue a replacement on 0118 402 5940. Depending on the item that has been misplaced there may be a charge of £200 + VAT

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. After a 7 night consecutive stay, we provide a free of charge deep 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 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, sparkling water, biscuits, pretzels, dishwasher tablets and laundry tablets. Your guest directory will let you know where the closest grocery store is to the apartments.

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. For more information please call the Guest Services team on +44 0118 4025 940

Do you allow pets in the apartments?

Please contact us beforehand if yourself or a guest has an assistance or working dog with them when staying with us. We do not allow any other pets within the apartments.

Accessibility Requirements

We have a number of solutions that can be offered depending on the requirement. Please contact our team directly for further information and we will do our very best to assist with a tailor made proposition.

FAQ
FAQ
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 contact us on 0118 4025 940