FREQUENTLY ASKED QUESTIONS

FAQ’s

Frequently asked questions

What is the minimum booking period?

Reservations can be from as little as one night to many months. Occupancy starts at 3pm and departures should be by no later than 10.00am unless otherwise agreed by a member of our team. Occupancy can start any day of the week and we have a 24-hour key collection process.

What is inclusive of the price?

Our prices are per apartment and not per person. An exclusive range of services are included with your reservation, wi-fi, private allocated secure parking, Sky and a weekly housemaid service. Utilities are also inclusive with the exception of private telephone calls. There is nothing else to pay. Our apartments are fully furnished to a high standard and all bed linen and towels are provided and refreshed on a weekly basis. The kitchens are fully fitted and equipped.

Do you offer discounts?

We offer time-sensitive discounts to guests requiring a longer stay and also reduced corporate rates for the business travellers. We will be happy to tailor your stay into your travel policies and budgets.

Does the VAT reduce if my stay is over 28 nights?

For the first 28 nights VAT is 20%. From 29 nights onwards and providing there has been no break in occupancy the VAT reduces to just 4%.

How do I book?

Just complete and send our enquiry form and a member of our team will call you back. Or just telephone 01908 664516 and we will be happy to discuss with you your requirements and offer the best solutions for your stay. All of our team have in-depth knowledge of the surrounding areas and are happy to give personal advice.

Do you take deposits?

No contracts need to be signed nor deposits paid but we do hold credit card details in lieu of damages. However in certain circumstances and for nightly stays we reserve the right to charge a refundable deposit of £200. All damages have to be paid for in full.

How can I pay?

Payments are due in advance of occupation. Credit/Debit card: we take accept all major credit and debit cards. Credit cards will incur a surcharge of 2%, however, there is no surcharge for a debit card. Cheques should be made payable to City Stay Apartments Limited. BACS/CHAPS transfers please contact our Finance Office for details. Company accounts: City Stay work with many corporates and we are happy to open a company account and invoice direct.

When do I receive my booking confirmation?

If your booking is within the next 7 days, City Stay email you with key collection and apartment details. If your stay is beyond this period, we mail you 7 days before your arrival detailing the full address, parking bay and key collection point, together with maps detailing how to get to both locations.

Are the apartments suitable if I am disabled?

There are lifts in all of our sites and doors are of a suitable size for wheelchair access. When booking, please do speak with a member of our reservations team and they will be happy to choose the most suitable apartment for you for ease of access.

Do you allow stag and hen parties?

Under no circumstances do we allow parties in our apartments of any kind and we reserve the right to ask guests to leave if found doing so and no refund will be given. The total occupancy level must be stated at the time of booking and must not exceed the occupancy levels.

Do you provide cots and put-up beds?

We are happy to provide cots free of charge. Put-u-up beds are charged at £10 per day or £35 per week and include all linen. Put-u-up beds must be requested at the time of booking or no later than 48 hour prior to arrival.

What happens if I need to cancel?

City Stay understand that from time-to-time travel plans need to be changed and we will assist you whenever we can. However our cancellation policy is: 7 – 28 days 25% of the total charge. Under 7 – 2 days 50% charge. Under 24 hours full charge. Non arrivals full charge.

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