Frequently Asked Questions

How can I pay?

We accept all major credit/debit cards (credit cards will incur a 3% fee).

How long can I book for?

We accept bookings from 2 nights to several weeks, or even months at a time.

What is your refund policy?

For short stays, unless you make a non-refundable booking, bookings can be cancelled up to 1 week (7 days) before the date of arrival. Bookings cancelled less than week before check-in will incur a charge of 100% of the booking total. For stays longer than a month, please contact us directly.

We recommend you arrange travel insurance in case you need to cancel.

How do I collect the keys?

You will be given access details via our Guest App. Log-in information for the Guest App will be sent to you at least 48 hours before arrival assuming your booking has been fully paid and our Terms & Conditions have been signed.

Where do I return the keys?

All keys are simply returned to the key safe box outside the apartment.

What time is check in?

Check in is from 3pm.

What time is check out?

Check out is by 11am.

Where can I find the Wi-Fi password?

The Wi-Fi code can be found on the guest app.

Is there a parking space?

We offer complimentary parking where available. Please ask if we have one available when you book.

Is there lift access to the apartments?

Not all apartments are accessible via a lift. Please contact us for more information.

Is there room service available?

As all our apartments are self-catering this is not a service we provide.

How many can the apartments sleep?

Typically 1 beds sleep up to 2, 2 beds up to 4 and 3 beds up to 6. There is an option to have guest beds in the lounge and/or travel cots depending on the apartment, so please contact us to discuss your options. Please see each apartment's page, or contact us for clarification if necessary before booking.

Are there toiletries included?

We provide complimentary shower gel, shampoo and hand wash.

Is there tea, coffee etc.?

In each apartment a Welcome Pack awaits you so that you can enjoy a cup of tea or coffee on arrival. Should you require further groceries for your arrival, please contact us and our Guest Relations team will endeavour to help you with your request (please note charges apply).

Have you got policies for Access, Equality and Diversity?

Yes, please follow these links or download a PDF version below.

Download Access Policy (PDF) »

Download Equity & Diversity Policy (PDF) »

Have you got a loyalty scheme?

Yes. Please get in touch and we'll talk you through the scheme and get you set up.

I am a Key Worker. Can you offer me a discount?

Yes, we're committed to helping key workers, especially during Covid-19. Please read more information here, or get in touch for a chat about your requirements.


© Hamilton Grace 2021 - by Elina PMS