Frequently Asked Questions

Benefits of Serviced Apartments

What services are included?

Services vary from apartment to apartment, but generally speaking cleaning will be including, usually all utilities, and often internet. Please check with your Reservations Consultant at the time of a request for more details on which services are included in the apartments that you are considering.

Where are they located?

We are able to book

What facilities are available in the apartment?

The available facilities vary from apartment to apartment, but most include kitchen facilities, often comprising of fridge/freezers, microwaves, hobs and ovens. In some cases dishwashers and laundry facilities are included too. All facilities are listed on each property page on our website, and details will be given at the time of quoting by our Reservations team. If you have any questions, please do not hesitate to contact us.

How is housekeeping and linen change arranged?

Your apartment will be fully cleaned prior to your move in and will be cleaned on a regular basis. The frequency of the housekeeping services can vary for each apartment, but details of this will be provided on your quote from Skyline Serviced Apartments.

What are the different types of apartments offered?

The apartment types vary from studios up to 4 or even 5 bedroom apartments, depending on the location and availability.

What do your apartment categories refer to?

You can find a full description of each category here.

Booking Enquiries

How do I enquire?

You may enquire with us directly either by phone or e-mail, and you can find our contact details here. If you are looking at a particular property on our website and wish to check availability or price you may do so directly on that webpage!

When will I receive confirmation?

Once our Reservations team have confirmed that the apartment is still available, and you would like to go ahead and book, the team will arrange the reservation and send the confirmation across to you. This confirmation will contain all of the details you will need for your stay – check in and out times and instructions, the property address, key contact numbers, cancellation policy and much more. For individual guests booking directly, you will receive the confirmation as soon as we have received payment for your stay. If you have any queries, please contact us today!

Can I choose a specific apartment?

You may choose a type of apartment (studio, one-bed, two-bed, etc.) in a specific building, however which apartment you receive will not be decided until the day of your arrival. It is therefore not possible to request a specific apartment number.

What is a Approved Partner Property?

A Approved Partner property is a property that is operated within our Supplier Network of preferred providers.

Is the internet service included in the price?

Internet is often included in the price, but this can vary depending on the apartment. Details of services and facilities that are included in the price will always be given in the quote you receive.

Can I get an extra bed?

You may indeed get an extra bed, however this will be subject to availability and at an additional cost. Maximum occupancy restrictions may apply.

Can I get a baby cot?

You may indeed get a baby cot, however this will be subject to availability and at an additional cost.

Is it possible to view an apartment before I book?

In many cases yes. Please contact our team to arrange a viewing.  Though we cannot guarantee any one specific apartment we are happy to show similar units within your desired location to give you an impression of what to expect.

Is there a minimum or maximum period for a booking?

Minimum stays vary according to the property, but for ‘By Skyline Portfolio’ apartments we have a minimum stay of 3 nights, and for apartment outside our inventory there is usually a minimum stay of 7 – 14 nights. There is no maximum to the period you may book.

Is tax included?

In the UK, we will provide rates excluding VAT and give details of how the tax is calculated within your quote. For locations outside the UK, tax will usually be included in the quoted price, but we will always provide details of this.

How is tax calculated?

Tax will be calculated on your entire stay from the first night you stay with us, to the last. For country-specific tax questions please contact one of our reservations specialists today.

Are there any additional charges?

Every card transaction carries a mandatory 4.2% additional card handling fee. There will be no additional charges to your stay unless you damage any of the furnishings or otherwise damage the apartment. Generally speaking telephone calls are not included in the price. Any other additional charges will always be provided within the quote from our Reservations team.

Booking Procedures

How do I book?

You may book your apartment by calling our reservations department directly, or if it's more convenient you may send us an e-mail with your contact details. We will be in touch either via e-mail or telephone to confirm your booking. We do require full payment at the time of booking so we must receive your credit card details or, if a company on account, we will require certain company information in order to set you up as a billing client and we will then invoice for your booking.

How do I pay?

You may pay by debit or credit card, or BACS (bank transfer). Please note that for all card transactions there is an additional 4.2% card handling fee.

Can you invoice my company for my stay?

We are happy to invoice your company for your stay. We do, however, require detailed information so we will have to ask for a contact in your accounts department to complete a registration form in order to verify the setup of your company as a billing customer.

What credit cards do you accept?

We accept Maestro, Visa, Mastercard, Amex and JBC.

What other options for payment do you have?

We accept debit card payments and bank transfers (BACS).  Please note that we do not accept cash or cheques.

Can I pay when I arrive?

Unless otherwise agreed in advance, we require full payment at the time of booking in order to send a confirmation.

Can I place an apartment on hold before I book it?

In some cases we are able to hold ‘By Skyline Portfolio’ Apartments for a short period, but this is always subject to availability.

What are your cancellation terms?

Our cancellation terms vary by location. Please call our head office and discuss the particular cancellation terms for your apartment with one of our members of staff.  Each apartment has different terms, and these terms will be provided on your initial quote and on the booking confirmation.

Arrivals

How do I check-in?

Check in processes vary for each apartment, but we will include all check in instructions, timings and contact details on your booking confirmation.

Can I arrive at any time?

Every property will have a check in time which will be included on your booking confirmation. You can check any time after this.

What if I arrive before the check-in time?

If you arrive before your check-in time and do not arrange this with us beforehand, unfortunately you will have to wait until after the check-in time.  However, if you know that you will arrive before the check in time on your date of arrival we encourage you to book the night before so that we may check you in at your earliest convenience.

Will you book an airport transfer?

We have preferred relationships with many executive car-hire services and we are happy to book an airport transfer at an additional cost.

Will I have someone to help me with luggage upon arrival?

We do not currently offer a luggage service, you will be responsible for your own belongings.

Do you have luggage storage?

In some locations luggage storage is available, but this is not possible in all apartments or buildings, please check with the Reservations Consultant to see if there are storage facilities in your particular apartment.

Do I have to leave my credit card details upon arrival?

Yes. You will need to provide a valid ID and credit or debit card details upon arrival. These will be held securely and used to cover any damages or incidentals throughout your stay. If you paid using a credit card, you will need to have the same card with you upon arrival.

Do I have to phone anyone when I arrive in the airport?

We encourage all of our guests to keep our Guest Services Team informed as to their travel so that we may plan to meet you at your apartment at an appropriate time. All contact details and check in instructions will be included in your booking confirmation, but please confirm your arrival time prior to your arrival date.

During Your Stay

Are pets allowed in the apartment?

Unfortunately, though some are, not all of our properties are pet-friendly.  However, we encourage you to call and speak to one of our reservations specialists who will be more than happy to find you an appropriate alternative should you require this option.

Do you have an emergency telephone number?

We have a 24-hour emergency telephone number that you can find here.

What if I have a maintenance issue?

If you have a maintenance issue that is not an emergency we encourage you to call us during office hours on the telephone number provided, or e-mail us at: [email protected].

What if I lose my keys?

If you lose your keys we will charge £50 per key and £50 per fob to replace them.  We will also charge £100 to come and let you in to your apartment if you lock yourself out. These charges will vary for any ‘Approved Partner’ properties.

Is there a concierge?

Some of the apartment buildings have a concierge, and some do not.

Do I have to pay for any damage caused by me or anyone who stays with me?

Yes.  Anything that is missing or damaged will be charged back to your credit card.  Any damages to the apartment interior or exterior that was not previously mentioned to us during your stay will also be charged.

How often does my apartment get cleaned?

This varies by location.  Please call our office and ask for further information.

What if I require an extra clean?

If you require an extra clean we may arrange this at an additional cost.

What time do I have to check-out?

Check out times vary, however the details for check out will be provided on your booking confirmation. If you are unsure about any information relating to your check out please contact the Reservations Team, details of which can be found here.

Do you offer any laundry services?

In some locations a laundry service is available, please contact the Reservations Team should this be required.

Do you offer any dry cleaning services?

In some locations a dry cleaning service is available, please contact the Reservations Team should this be required.

What if I would like to check out later?

If you would like to check-out at a later date please let us know as soon as possible so that we may either extend your stay in your current apartment or find you suitable alternative accommodation. All extensions are subject to availability.

Do you have gym facilities?  If so, how can I use them?

Some of our locations have gym facilities.  If they do have them we will let you know if they are available at any additional cost; often times they are included in your nightly rates.

I need to leave early, is this allowed?

You may leave early if you wish, however early departures will be held to the same cancellation terms that were provided on your original booking confirmation. Please notify us if you are planning to leave early.

Oops!  I forgot to leave my keys as per my check-out instructions.  What do I do?

Please contact our Guest Services Team as soon as possible and they will organise for the keys to be returned.