FAQ’s

FAQ’s

Home FAQ’s

Enquiries, Reservations and Cancellations

How do I amend my reservation?

If you need to amend your reservation, please contact us on 0208 144 8361 or email us hello@citypadslondon.com. All amendments are subject to availability. If you wish to shorten your stay, you may be subject to cancellation charges if you don’t provide sufficient notice. Details of the cancellation policy for your apartment are included in your booking confirmation.

Is there a minimum length of stay?

Some properties are available on a nightly basis.

Please note that the minimum length of stay varies from property to property.  The restrictions will be advised during both the enquiry and reservation stage.

How do I make a reservation?

You can make a reservation via our website, by telephoning us on 0208 144 8361 or by emailing us at hello@citypadslondon.com

When do I need to pay?

The payment conditions depend on the rate plan you have booked and the property. You will need to look on your booking confirmation for precise details. Reservations made on our standard or best available rate will be due for payment at 14 days prior to arrival. Non refundable reservations will require payment imminently to secure your reservation. Payment links will be forwarded to you via email or through the booking service you have made the reservation.

If I cancel, can I get a refund?

All bookings made on a non refundable tariff will be subject to 100% charges. Standard bookings may be cancelled as per the advised terms on your booking confirmation.

Accommodation

What is a serviced apartment?

A serviced apartment is a type of accommodation that can be booked on a night-by-night basis, features kitchen facilities and at least a once weekly maid service. Rates generally reduce as the length of stay increases.

 What kitchen equipment will I find in my serviced apartment?

All serviced apartments have a fully equipped kitchen. A full kitchen will include an oven and a hob, microwave oven and a fixed hob). Our kitchens also include.

  • A fridge
  • Dishwasher
  • Glassware
  • Crockery
  • Cutlery
  • Cooking utensils
  • Pots and pans
  • Washing up facilities

Some of the apartments also have washer dryer machines in the kitchen, or they will be in a utility area of the apartment.

What can I expect in my apartment?

Each apartment configuration is different. So too are the facilities. There are, however, certain facilities you can expect to find in every serviced apartment (excludes CityPads Marble Arch):

  • Kitchen
  • Sitting or living area
  • Sleeping area
  • Bathroom/s
  • Electrical and kitchen appliances
  • Furniture
  • Soft furnishings
  • Kitchenware
  • Bedding – including linen and towels
  • Free Wi-Fi
  • A TV
  • Ironing Board and Iron
  • Hairdryer

Each property profile on our website includes an amenities feature‘ with details of what’s provided.

Will there be internet access?

All of our serviced apartments and rooms have the use of free wifi. The wifi codes will be sent to you with your check in information.

What’s included in a welcome pack?

Our apartment welcome pack includes the following for our serviced apartments

  • Tea bags, Coffee, Sugar
  • Milk
  • Dishwasher tablet
  • Washing up Liquid
  • Dish Cloth
  • Scouring sponge
  • Toiletries (shampoo, shower gel, hand soap)

At CityPads Marble Arch our rooms include

  • Tea bags, Coffee, Sugar
  • Milk
  • Toiletries (shampoo, shower gel, hand soap)

Toilet rolls are replenished on servicing at all locations.

How do I check-in to my apartment?

Check-in varies from property to property:

  • CityPads Mayfair, CityPads Park Lane and CityPads Marylebone have a meet and greet pre-arranged service. A check-in time will be agreed with you and a property representative will meet you to give you access to your apartment.
  • CityPads Hyde Park and CityPads Marble Arch both operate on a Self-check-inbasis.  You’ll be sent secure codes for access to the main building and your apartment/ room.

The standard check-in time is from 15.00, unless prior arrangements have been made. Check in details and codes will be forwarded to you prior to arrival (between 1-2 days prior via email- or through your booking channel).

What if I need to check in early or check out later than the standard times?

We provide the option of early check for a supplement on our booking engine when making the reservation. If you have booked via a booking channel  you may send the enquiry using this facility or contact us on 0208 144 8361 / email  hello@citypadslondon. The cost of early/late check in/out is £50 per additional hour required.

Can I store my luggage?

Only CityPads Hyde Park currently has luggage storage facilities. We can store luggage (on request basis) free of charge. Please contact us on 02081448361 or email us at hello@citypadslondon.comto book in advance.

We do not have luggage storage facilities at any other locations.

What should I do if I have a problem on arrival or during my stay?

Please refer to the confirmation document that was sent to you via email when you made your reservation. On your confirmation, you’ll find the following contact numbers:

  • : +44 020 8144 8361 (office hours, only: 9am – 5pm Mon-Friday)
  • : +44  7392 955 217 Emergency contact

What’s the pet policy in serviced apartments?

We do not allow pets in properties.

What do I do with my keys upon checking out?

Keys should be left in the apartment (including parking clicker) where they can be easily found. Any keys which are not returned will be subject to a £150 charge to cover the cost of a lock change and new keys.

What options are available for disabled guests?

Wheelchair access, lifts and other facilities for disabled guests are again specified in the ‘facilities’ tab for each property.

We also have an accessibility statement with clear details for each property.

How many guests can stay in my apartment?

The maximum occupancy of each apartment type varies. Typically, the below rules apply:

  • Studio apartment – two people
  • One bedroom apartment – two people
  • Two bedroom apartment – four people
  • Three bedroom apartment – six people

The general rule is that an apartment can accommodate as many people as it can sleep. When making your enquiry, please inform us of the number of guests you need to accommodate, along with any other preferences, and we’ll do our best to source the right properties.

Some apartments have cots or sofa beds available to help sleep more guests. If this is required, please let us know upon enquiry. Our website also provides opportunity to book extras on making new reservations.

Can I smoke in my apartment?

No. The majority of serviced apartments are non-smoking. This includes all apartments within any given development, and any internal communal areas. Smoking may be permitted in external areas, such as balconies, roof terraces and communal courtyards or gardens.

Is it possible for me to view an apartment before I make a reservation?

Yes. To arrange a viewing please contact us and we’ll organise a viewing for you. All viewings are subject to availability at the property in question.

Payment

How do I make a payment?

When making a payment, you have three main options:

  • Bank transfer
  • PayPal
  • Card Payment – we accept payment in GBP, via our online payment system, supplied by Mypos. This system accepts payment from MasterCard, Visa, JCB, Maestro and Electron. We can also accept Amercian Express via Strip Payments.

All payments are taken in GBP ONLY.

Do I have to pay a deposit?

Any deposit requirements will be made clear to you at the reservation stage and at the confirmation stage. 

Is it safe for me to pay by card?

Yes. When you pay by card we’ll provide you with a payment link to our secure, online payment service provider, Mypos. This is a PCI compliant service, which means none of your sensitive card information is shared with us.

When will you take my payment?

The payment conditions depend on the rate plan you have booked and the property. You will need to look on your booking confirmation for precise details.

Reservations made on our standard or best available rate will be due for payment at 14 days prior to arrival. Non refundable reservations will require payment imminently to secure your reservation. Payment links will be forwarded to you via email using or through the booking service you have made the reservation.

What’s included in the cost of my serviced apartment?

  • Utility bills, which may include: council tax, water, heating, electricity, gas, telephone line rental and television licence.
  • A basic TV package
  • Internet access
  • Maid service
  • Welcome pack
  • Other services are subject to an additional charge:
  • Outgoing telephone calls
  • A more frequent maid service
  • Premium TV channels
  • Extra beds for additional guests
  • *Parking*
  • *It’s important to note that some properties in certain locations operate a monthly cap on utility bills.*

Other General Questions

Is there any information available for accessibility requirements such as mobility, hearing, sight impairments? 

Yes we have an Accessibility Statement, which provides all of the information regarding access to our properties and apartments, including measurements etc..

Click here for our Accessibility Statement and information

Do you have any recommended taxi companies?

We do not have any preferred companies to recommend, however there are many local taxi firms local to our properties. We would recommend checking with transport for London at https://tfl.gov.uk/modes/taxis-and-minicabs/. You will find a list of registered companies and should be able to obtain quotes including airport pick up/ drop offs.

Is there Parking?

CityPads Hyde Park has private parking available at a cost of £24 per day. Special rates can be arranged for long term stays. The parking space needs to be pre-arranged with a member of our team. Please contact us to check availability and book.

Parking for additional spaces or at other locations can be found by using www.parkopedia.com.

Is there a gym or leisure facilities?

No, we do not have any onsite gym or leisure facilities at any of our properties. We can arrange for day/ weekly passes at local gyms for an additional charge.

Is there a reception or staff on site?

We have no reception or staff on site at any of the properties. CityPads Mayfair and CityPads Marylebone has a porter onsite during day time hours.

Are there any onsite public facilities?

None of our buildings currently have public facilities. If you would like recommendations of restaurants or things to see or do in the area we would recommend looking on our lifestyle information on our website. https://citypadslondon.com/lifestyle/

Can we invite additional guests

The maximum occupancy of guests is dependent on the apartment. Please refer to the information supplied on your booking confirmation. This information can also be found on our website at http://www.citypadslondon.com/locations/

Please note we operate a strict no parties policy.

Is there Air-conditioning in the apartments?

CityPads Mayfair and CityPads Marylebone have built in air-conditioning.

We can provide portable air-conditioning units at a surcharge for other locations. Please enquire when making your reservation if you would like air-conditioning at CityPads Hyde Park.

How often are the apartments/rooms serviced?

1-4 nights – no service

5 nights+ – Servicing twice weekly

This includes linen changes, cleaning, toilet paper replenishment. CityPads Marble Arch also includes tea/coffee/tea and milk & toiletry replenishment.

How do I use the Digital Locks to gain access to the buildings/ apartments?

Touch the screen with your palm to wake up the keypad and enter your pin followed by the * button, turn the knob to gain access and open your door.

For a visuals please see the below video on how to use our Yale Keyless Digital Lock

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