04 / FAQ
Frequently asked questions
Everything you need to know before you book.
Check-in is from 3pm and check-out is by 10am. Earlier check-ins and later check-outs are sometimes possible depending on the changeover — ask us and we’ll do our best (a charge can apply for late check-out).
Yes. A refundable deposit of £250–£350 (it varies by property) is held before check-in details are released, and refunded within 7 days of check-out.
For the security of our homes and our guests, everyone verifies their ID and e-signs a short rental agreement before arrival. It takes a couple of minutes online and keeps check-in completely smooth on the day.
Yes — 21 at The Loft and The Garden Retreat, and 25 at The Penthouse and The City Pad, unless accompanied by parents.
Children are welcome at every property. The Garden Retreat and The Penthouse have the most space for families, and some properties offer a sofa bed for flexible sleeping arrangements — ask us which setup fits your group best.
No — to keep our homes at their best for every guest, all properties are strictly no smoking, no pets, and no parties or events.
The Penthouse and The City Pad include free on-site parking with lift access to the apartment. For The Loft and The Garden Retreat we’ll point you to convenient nearby options when you book.
Every home comes with hotel-quality linen and towels, stocked toiletries, a fully equipped kitchen, fast Wi-Fi and a smart TV — so you can travel light and settle straight in.
More than most people expect. Brentford’s regenerated waterfront has an Everyman cinema, waterside dining at Sam’s Waterside, the Brewery Tap pub, and The Lanes’ independent shops and makers, with seasonal markets and open-air festivals at Workhouse Dock. Kew Gardens, Syon Park and the Thames path are on the doorstep, and central London is 25 minutes by direct train.
Yes, we welcome stays of a week or more. Get in touch with your dates and group size and we’ll help you directly.
We’re available every day of the year and aim to respond within 30 minutes during daytime hours. For anything urgent during your stay, you’ll have a direct contact number.
Your exact cancellation terms are shown clearly at the point of booking, before you confirm — so there are never surprises.
Still have questions?
We're happy to help. Get in touch and we'll get back to you quickly.