How can we help you?
What are the terms and conditions for booking?
Our terms and conditions do vary depending on what rate plan you decide to book with. These can be found when booking the rate and in your booking confirmation. Additional terms and conditions of your stay can be found here.
How do I receive my booking confirmation?
Once you place a booking you should receive your confirmation by email within 30 minutes, should you not, please do not hesitate to contact us direct or your third party booking agent.
What is your cancellation policy?
The cancellation policy does depend on what rate plan you have decided to book. However for our flexible rates, they can be cancelled up to 7 days prior without charge. We also have a non-refundable rate plan, if you decide to book this rate then you will not be able to cancel or amend this booking.
How do I collect the keys to my apartment?
Our office opening times are Monday – Saturday 8am to 1am and Sunday 8am – midnight. If you arrive after office hours we must be informed in advance to make alternative arrangements, as this can be organised on request.
I am a regular traveller. How can I get preferred rates?
If you are heading to Hammersmith regularly, we’d love to chat. So please reach out to our Sales Manager, Jo Webb, email@example.com.
What are the payment procedures?
We take all payment prior to arrival. Payment can be made using most International Debit and Credit Cards including American Express. Upon arrival we will request to see the payment Credit Card and cardholder ID.
In some cases we may ask you to make payment on arrival at our reception at 109 Hammersmith Grove.
Do I need to pay a deposit on arrival?
Typically this is not the case. However on occasion we may ask you to pay up to a £500 holding deposit, which will be released upon return of the keys and an apartment condition inspection.
Can I purchase an extra bed for my apartment?
Yes, please advise us before you arrive and we will add this to your bill. The additional charge is £20 per night.
What time is check-in and check-out?
Check in is at 4pm on the day of arrival, and check-out is 11am.
If you arrive before 4pm and our apartment is ready we will of course allow our guests an early check-in but unfortunately this is not something we can guarantee or confirm. Check out is at 11am on the day of departure, however you can request a late check-out and we will accommodate this if possible. We also have baggage storage facilities at 109 Hammersmith Grove.
Can I bring my pet?
We do allow pets in some of our apartments subject to request. We do require a refundable £500 deposit which is returned subject to any damage. We also charge a £300 including VAT deep cleaning charge.
Can I smoke in my apartment?
All of our apartments are completely non-smoking. If you are found to be smoking inside an apartment there will be a £300 including VAT deep clean charge applied to your account. If you are a smoker then we do have some apartments available with outside space so you would need to book this option, otherwise, you would need to go down onto the street to smoke.
Do you provide cots?
Yes we do provide travel cots free of charge to children aged 2 years and under, please note that we do not provide baby linen.
How often is my apartment serviced?
Our apartments are serviced every 7 days and this includes the kitchen and bathroom being cleaned, bedding and towels changed and the apartment hovered throughout. Please note that your stay will need to be at least 8 nights to have a clean during your stay. We can offer additional linen and cleaning service at £30 including VAT for a 2 hour clean.
What if I have a problem during my stay?
When you arrive you are provided with a welcome pack, this contains key information regarding your stay. It also contains the office opening times and emergency contact number. If you do have an emergency outside of office hours you can contact the 24 hour emergency contact number, otherwise our office is situated within a 5 minute walk of all the apartments so you could pop in and see us. We aim to attend to any issues as quickly as possible.
Am I able to extend my booking?
This is not something we can guarantee but yes subject to availability you are able to extend. Please note that if you extension crosses over to another rate period the nightly rate may be subject to change.
Do the apartments come with kitchen equipment and linen?
All of our apartments are equipped with a fully fitted modern kitchen that includes all modern appliances as well as cutlery, and pots and pans. We also provide all linen for the apartments (please note, this does not include baby linen).
Is there air conditioning?
Our apartments are not fitted with air conditioning; however we do provide fans in the apartment.
Is heating and hot water included in the price of the apartment?
What if I forget my key?
If you forget your keys during office hours no problem just pop into the office and a staff member will be happy to let you in. If you forget your key outside of office hours then there is a £50 call out fee.
Do your apartments have lifts?
All of our apartments are located in period victorian properties, therefore do not have lift access. However if you need assistance with your bags, our friendly team can help upon request.
There's no apartment number in my confirmation.
Apartments are not allocated upon booking and therefore we cannot disclose which apartment you might be staying at until the day of arrival.
Can I get parcels delivered to my apartment?
We suggest sending any large parcels to our Lamington Office at the address below:
109 Hammersmith Grove
London, W6 0NQ
Our office is open between 8am – 1am on weekdays and 8am – midnight on weekends should you need to pop in to collect your parcels.
What are your opening hours?
Monday to Saturday from 8am-1am
Sunday from 8am-12 midnight
Where can I park?
Unfortunately we do not have parking spaces however on street parking is available. This is a pay and display service and you are required to pay between 9am and 5pm Monday to Friday. Outside of these hours and on weekends it’s free.
How far are the apartments from the nearest underground station?
Our reception is located at 109 Hammersmith Grove, which is a 5 minute walk from Hammersmith Station. Hammersmith station is serviced by the Piccadilly, District and Hammersmith and Circle Lines.
I would like to book a taxi?
No problem, if you need some assistance, just pop into our reception at 109 Hammersmith Grove and our team can arrange one for you.
How close are the apartments to the reception?
All of our apartments are located within 7 minutes from our reception.