All apartments are self-contained serviced apartments. We operate a self-check-in service where you receive check-in instructions 3 days prior to your arrival, you will get a code via email to enter the building where you will find the keys to the apartment. There is no staff present at the property to assist you.

Arrivals & Departures

• Check-in is from 3 pm
• Check-out is 11 am strictly
• Guest’s belongings that are still in the apartment after 11 am will be removed and important items are securely stored until the guest has paid a £100+VAT release fee.

(Important items include electronic devices, and any items of value, clothing is not included in items of value)

Payments

• Full payment is taken on the reservation. We do not accept cash payments or payments on arrival.

Agents Commission

• Bookings are commissionable by 10%

Keys

• Lost or stolen keys will result in the locks being changed and the guest will be charged £100 + Vat (£120) for the key replacement (£48) and call-out fee (£72).
• If the key is found and returned to the office within 24hrs, we will return the key replacement charge of £48 (Vat inclusive).
• If a guest locks themselves out of the unit and needs assistance to open the door, out of office hours, the charge is £60 + Vat (£72)
• If a guest locks themselves out of the unit and needs assistance to open the door, during office hours, the charge is £40 + Vat (£48)
• A payment link will be sent to the guest via email to facilitate the payments.

Office hours:

9.00am – 6.00pm Mon-Friday
10.00 am – 2.00 pm Saturday
Closed on Sundays and UK Bank Holidays

Disclaimer of internet service:

The Wi-Fi provided is purely a complimentary service, which is serviced through a 3rd party supplier. It is intended purely for personal use and cannot be relied on for professional use. If you do experience issues, please notify us and we will our utmost to work with the 3rd party supplier to make sure that this is dealt with as swiftly as possible. 

Booking requests:

While we cannot guarantee that we can accommodate your requests, we will try our best to do so wherever possible. Please be advised that our apartments range from the top (2nd through 4th) through to the ground floors and are allocated 3 days prior to arrival via the best availability, considering those with limited mobility who need ease of access as a priority.

We cannot always allocate specific rooms/floors and reserve the right to decline such requests without notice.

If you have booked a lower ground floor apartment you will be placed in the lower ground floor (basement level)

Customer Service Representatives from 3rd party booking portals do not have the authority to confirm a guest request on our behalf.

Emergency services

Office hours are between 6 am to 9 am during the weekdays and 10.00 am – 2.00 pm Saturdays

• if there is an emergency, please call the office number +44 2072291011 and wait through the out-of-office message for option 1 for the emergency line. This line will divert through our agents so please be patient and wait for us to pick up your call.

Property Use & Conditions

• Smoking is not allowed in the Apartment or the communal parts of the Apartment Building. Stayprime Studio Apartments reserves the right to charge the Guest’s credit card to cover the costs of redecorating the property and replacing smoke-stained fittings and fixtures if there is evidence that there has been smoking in the property during the Guest’s stay.

• The Guest is responsible for taking all reasonable care of the property and its contents. The property and all equipment, utensils, furniture, etc. must be left clean and tidy at the end of the hire period. Except in the case of normal wear and tear the hirer will be responsible for making good any damage to the apartment or its contents, which has occurred due to negligence, wilful damage, or irresponsible behaviour on the part of those occupying the apartment or their guests.

• The Guest understands that they will be invoiced for any losses, claims, damage, or expenses caused by their actions and incurred by the landlord during their stay in the Apartment. This applies also to the consequence of any actions caused by anyone the guest has brought into the building.

• We have the right to terminate a booking at any time on the grounds of abuse to staff or other guests, mistreatment of the apartment, or criminal activity on the part of those occupying the apartment or their guests.

• Access to the Apartment is not exclusive to the Guest. Authorised staff from Stayprime Apartments always have the right of access to the Apartment at all reasonable times (and in case of emergency without notice to the Guests).

• Under no circumstances are pets of any sort permitted in the Apartment or the Apartment Building.

• A maximum of two people is allowed to occupy the Apartment at any one time.

• Please do not bring white or silk linens/cases as housekeeping will remove this on the service clean for the changing of linens and we will not be responsible for any replacements, this too applies to any clothing left in the sheets or within the bed linens.

• Stayprime Apartments do not accept liability or provide any insurance cover for the loss or damage caused to the Guest or their possessions. Valuables should not be left in the Apartment

• Stayprime Apartments reservations staff are not permitted to post or courier guest belongings back to the guest. They will not be held liable for loss or damage to property in transition.

Cancellation/Amendment Policy – **Please note these cancellation terms are attached as part of an automated system these cancellation terms DO NOT apply if you have booked through a third-party portal such as Booking.com/ Hotels.com/Expedia/Agoda and/or through agencies. You must follow the policy agreed upon with your booking portal**

Below are Stayprime Apartments Cancelation and Amendment Policy which applies to all direct and agency bookings. Any bookings made through 3^rd parties online portals such as Booking.com, Expedia.com, Hotels.com, and Agoda.com are subject to the Terms and Conditions outlined on the portal’s individual webpage.

• Notice of cancellation is required at least 7 days prior to arrival.
• Cancellations made 7 days or more prior to arrival, all monies received will be refunded less 15% of the total booking cost cancellation fee. Refunds, where applicable, may take up to 21 days.
• If your stay is reduced in length whilst house 7 days’ notice is required, it is non-refundable within the 7 days and after the 7^th day then shall be refundable.
• Please note that booking/ in-house amendments will be subject to the above policy as well.
• All booking.com, Hotels/Expedia, and all other 3^rd party bookings are subject to the platform policy and the above policy will not apply.
• Apartment re-allocation once in-house will be charged at £30.00+VAT admin/cleaning fee and the room price difference should you request a room upgrade.

• Stayprime Apartments does not take responsibility for any changes or disparities in the terms and conditions of 3^rd party portals.

If you have any other questions, please contact us via our contact form here  or call our team at +44 (0) 7243 9698.