FAQ’s

Find the answers to serviced accommodation frequently asked questions and make your stay an even more pleasant one.

What is the minimum stay?

Minimum of three nights stay.

What is the check in and check out procedure?

Check-in is after 3 pm on the day of your arrival and check-out is by 11 am 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 online 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 property 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 serviced accommodation?

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

How do I pay for my serviced accommodation?

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 serviced 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 email 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 your payment must be made in full by cleared funds at the time of booking.

What is the cancellation policy?

Bookings for our serviced properties 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 serviced accommodation. 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 requirements you may have.