FAQ - Town or Country Serviced Apartments

+ 44 (0) 23 8088 1000




Serviced Accommodation Frequently Answered Questions

What is the minimum stay?

Minimum of three nights stay.

What is the check in and check out procedure?

Check in is after 3pm on the day of your arrival and check out is by 11am on the day of your departure. Your key arrangements will be explained in the booking confirmation letter. To arrange early check-in or late check-out you can request this option on-line or call / email us in advance. We will do our best to accommodate your needs

How often will the apartment be cleaned?

The apartment will be cleaned prior to your arrival and thereafter there will be a full clean and linen change once each week during your stay. If you wish to have more cleans than this then it can be arranged for a small additional fee. If you stay over 7 days, next clean will usually be on the 7th day of your stay unless it falls on Sunday.
Please note that we do expect the apartment to be left in reasonable condition and we will deduct the costs of additional cleaning from your deposit if deemed necessary

Do I need to bring any bedding or towels?

We provide all bedding and towels sufficient for the number of guests booked for your stay. These are changed once each week or more frequently if required (for a small additional charge).

Can I take pets with me to the apartment?

We have some apartments where we can consider pets, regrettably not in all of them. Please check with us availability. Regrettably no pets, other than registered guide and hearing dogs belonging to those with visual and hearing impairments, are allowed in some of the apartments under any circumstances

How do I pay for the apartment?

For stays of more than 3 days, an initial payment of 25% of the total cost of your stay is payable in advance when you book your apartment. We accept all major cards, debit cards and switch/maestro. A surcharge is applied for American Express and Diners cards.
Upon receipt of the initial payment we will, providing the booking is confirmed, send you written confirmation of your booking via e mail as soon as reasonably possible and usually within 24 hours. The balance of the total cost, is payable in full no later than 2 weeks before your arrival date at the apartment.
If you book within 2 weeks of your arrival date or your booking is for less than 4 days you payment must be made in full by cleared funds at the time of booking.

What is the Cancellation Policy?

Bookings for properties such as our apartments are almost invariably made well in advance and for relatively lengthy stays in comparison with hotels or other travel accommodation. It is very difficult, therefore, to re-let an apartment after a booking has been cancelled particularly at short notice. However, we will make every reasonable effort to re-let your apartment . Please read our Cancellation Policy in terms and conditions

Can I get a refund if I leave earlier than expected?

In the event that a guest needs to check out prior to the agreed departure date, we will use our best endeavours to obtain a refund of accommodation charges for the remainder of the stay. However, any refund will be subject to the apartment being re-let and may be subject to a cancellation charge.
More on refunds and cancellation policy please check our terms and conditions

Accessibility Statement

We strive to provide an excellent experience for all our clients and guests – including those with sight, hearing, and other disabilities. We understand that some of our potential guests may have disabilities, please contact us on +44 (0)23 80881000 or email info@townorcountry.co.uk for any requirmenets you may have.