Frequently Asked Questions
Our Frequently Asked Questions provide clear, helpful answers to the topics guests ask about most. They’re designed to save time, offer reassurance, and make planning your stay simple, with straightforward guidance on bookings, policies, arrivals, and everything in between.
How do I book?
You can book and pay securely online through our website on the individual page of the property you’re interested in. Alternatively, give us a call on 01904 466146 and you can do it over the phone, or by bank transfer.
What are the check in and checkout times?
Check in is available after 4pm and check out is 10am.
Can I check in earlier/check out later?
We always try our best to accommodate early check ins and late check outs, however these are subject to availability.
We will send you a text message on the phone number you provided on the booking to let you know if the property is ready earlier. For late check outs, please contact us close to the date of your arrival and we will check if this is possible.
There is no extra charge for early check in or late check outs.
How do I get my check in details?
These will be emailed to you at least a week before your arrival in York providing full payment has been made.
Can I drop my luggage off at the apartment before checking in or leave my luggage after checking out?
We always try our best to accommodate early check ins and late check outs, however these are subject to availability.
Luggage cannot be left at any of our properties prior to check in or after checking out. There are a few luggage storage options in York where you can leave your bags for a small fee. You can find more information here:https://visityork.org/business-directory/category/shopping/luggage-storage
There is no extra charge for early check in or late check outs.
Can you add any special items (balloons, decorations, champagne, etc) to the property prior to my stay?
Unfortunately, we do not provide this service however previous guests have used the following local companies;
Can I use the parking space/permit before checking in or after checking out?
This is subject to availability. Please give us a call on 01904 466 146 to arrange this.
What will be provided at the property?
To save space in your bag, some items will be provided for you: bedding and towels, hand soap, washing up liquid, a dish sponge and a tea towel, hairdryer, kitchen essentials (crockery, pots, pans, utensils, oven gloves), a small number of dishwasher and washing machine tablets (if applicable), small welcome pack to get you started, including tea, coffee, UHT milk, and sugar.
Can you let me know the WiFi code?
Everything you need to know about the property you are staying in will be in the guest information file within the property itself. They are left in an obvious place for you on arrival.
What happens if I need to cancel?
Our cancellation policy forms part of our Booking Terms & Conditions. If you have any queries, please get in touch with the office.
What is the complaints procedure?
We’d really hope you don’t ever need this but full details on how to make a complaint can be found in our Booking Terms and Conditions.
What do I do if I have any problems during my stay?
If there is a problem that requires immediate attention outside office hours then you can contact us on our emergency line. The number will be listed in your check in details.