House Rules
The following notes are to assist you during your stay. Please remember that this is a private property and not serviced apartments or hotel, so of course you will need to take note of the following information for guidance.
SELF CHECK IN
Please note we do not meet guest at the apartments with keys.
Keys are available from a local cafe, which is open from 7 am until 7 pm.
Guest arriving outside of the café business hours, note that a personal let in service fee of £60 is required in order to get the keys.
ELECTRICAL ITEMS
The UK has a completely different electrical standard, voltage, frequency and plug type.
The standard voltage in London is 220V, while North America is 120V.
Do not plug in electrical items brought from the USA, like air dryers or curling iron, these may only use 120V. Even with a plug adaptor, it would “fry” that small appliance if you tried to use it in London without a converter.
Our advice, if it doesn’t handle up to 220V, don’t bring it! We have people try to bring their own blow dryers with converters, and they end up blowing a fuse in the middle of the night.
Please note the apartments are self-catering, we are not available 24 hours like hotels, so if something happens during the night, we may not be able to respond until the following morning.
KITCHEN AND BATHROOM WATER DRAINS
Kitchen sink –
Do not put any food remains, grease or fat in the kitchen sink as it will build-up over time.
These fatty substances are a very common cause of blocked drains and pipes and can be a nuisance to clear out.
Any grease or fatty substance that is washed down the sink will stick to the inside of the pipes and eventually build up to a point no liquid can pass through.
It’s important to be aware that this grease doesn’t leave the pipes as easily as you would expect.
BATHROOM TUB-
Please use drainers, do not remove it if in place, to avoid a build-up of hair Hair falling off the body in the shower or while getting ready over the hand-basin is one of the most common causes of blocked drains.
Please clean any hair that falls in the bathroom tub or hand-basin.
TOILET-
Please only dispose toilet paper down the toilet, disposing of toiletries down the drain, nappies and baby wipes are common issue items known to block drains after being flushed down the toilet.
Such items become immersed with water, they absorb the moisture and enlarge, quickly blocking access to water drains and pipes.
ARRIVALS & DEPARTURES
Apartments are not available for occupation until 2.00 pm on the first date of
booking and should be vacated by 10.00 am on the date of departure.
Check out time is STRICTLY 10.00 am, we reserve the right to charge for an extra day for a late check out.
For early morning arrivals guests are advised to book from the night before to guarantee access to apartments before normal check in time.
LOSS OR DAMAGE
Any loss, damage or staining in the apartments must be paid for, whether accidental or deliberate, and therefore, due care and attention is advised.
Although end of stay cleaning is included in the price, unless otherwise stated, if the apartment is left in a more than usually dirty or messy condition, a local charge for extra cleaning will be levied.
We advise to remove shoes while in the apartments to avoid marks on the carpet.
If drinks or food are taken out of the kitchen area, we ask you to be very careful with spills or drops of food on the carpet or flooring.
LOST KEYS
It is vital that clients DO NOT lose keys during occupancy or take the keys away with them at the end of their stay.
If keys are not returned to us for whatever reason the cost of a new locking system to maintain security, and the cost of extra key cutting will be charged to the guests.
Guest are advised to take care with the keys, if keys are lost we cannot simple make copies, the locks have to be changed to maintain security of the building and apartments.
The keys are high security Banham, some sets of keys consist of 3 keys, plus we would need to get a few more extra keys cut for emergency, housekeepers and maintenance people.
A replacement will cost over £500.00 only for cylinders replacement plus keys.
Please ensure you take your keys with you at all times.
If we have to send someone along to let you in there will be a charge of £50 during normal working hours and £70 outside working hours – there may also be a delay until someone can come along and let you in.
NO SMOKING POLICY
Clients should be aware that if they DO smoke in a NON-SMOKING property, the
owner of that property will exercise his right to charge for cleaning of curtains, carpets, upholstery and any other costs involved to rid the property of odours and smoke pollution/damage.
All of our properties are non-smokers and no pets allowed
RENTAL
The apartments should be kept and left in the condition of the check in and should be kept tidy with cooking and dining items put away to facilitate cleaning.
Please ensure that you lock all doors and windows whenever going out.
Please turn off lights and tv before going out, except entrance light of course.
MAID SERVICE / END OF STAY CLEAN
Although this is included in the price, the housekeeper is not expected to have to do washing up and the property should be left in a tidy, reasonable condition, and furniture should not be moved.
If there is additional time needed to clean as result of these requirements not being met, we will have to levy an additional cleaning charge, which will be deducted from your credit card.
CHECK OUT PROCEDURE Please note that check out is STRICTLY 10 am latest on your departure day.
If you are unable to leave at that time, then we reserve the right to charge an extra day’s accommodation charges.
Please leave the keys on the dining table and close the door tightly as you leave.
CALL OUTS
Please note that if we have to be called out to a fault in the flat and subsequently find that there was no fault, there will be a call out charge of £50 for normal working hours and £70 for out of hours call out.
Please be sure before notifying there is a fault.
BED LINEN AND TOWELS
If you require extra bed linen or towels these may be provided at extra charge.
Please note that in England we do not use a top sheet on the beds, and the duvet cover is considered to be the top sheet.
This is changed before every guest arrives.
Please note that it is not customary for face cloths to be provided in England and most owners do not provide these items, which are considered personal.
COURTESY & CONSIDERATION
Guests are respectfully reminded that minimum noise only is permitted
between the hours of 11.00 pm and 8.00 am and that at all times the peace and comfort of other occupiers in the area should be respected.
NUMBERS OF GUESTS
Must not exceed those stated on the reservation form, or will be immediately asked
to leave.
ACCESS
Guests are to permit the owner or the owner`s agents, housekeeper or workmen, at reasonable hours, (by prior arrangement if possible) to enter upon and view the apartment and carry out services and works.
COMPLAINTS/GRIEVANCES
Our policy is that we can only deal with a complaint or special request if it is
made immediately during the clients stay, in order that we may investigate any issue and have the opportunity of putting it right if it is a genuine grievance.
Any complaints made at the end of the clients stay or after departure cannot be dealt with.