Frequently Asked Questions

Yes. The minimum length of stay changes from property to property. We’ll always do our best to accommodate your enquiry but in some locations it is unlikely to find availability for bookings of under 4 nights. Our team will inform you of any restrictions at the enquiry stage.

All serviced apartments have a fully equipped kitchen or kitchenette. A full kitchen will include an oven and a hob, whilst a kitchenette will include a microwave oven and a fixed hob or portable hot plate; unless otherwise stated. As a minimum, a kitchen or kitchenette must include:

• A cooking appliance such as an oven, microwave, fixed hob or portable hot plate
• A fridge
• Glassware
• Crockery
• Cutlery
• Cooking utensils
• Pots and pans
• Washing up facilities

Dedicated apartment building

These buildings contain only dedicated serviced apartments. They regularly feature a reception or concierge facility onsite.

Aparthotels

This style of serviced apartment combines the qualities of apartments and hotels, providing a serviced apartment in a hotel-type environment. These buildings will often include a 24-hour reception and facilities such as restaurants, bars, meeting rooms, conference facilities, gyms, leisure facilities, parking, and on-site shops.

Individual apartment

These buildings are made up of individual apartments that are operated separately, by either a serviced apartment company or a private landlord.

Every apartment configuration is different and so are the facilities. There will, however, be certain facilities that you should expect to find in every serviced apartment:

• Kitchen or kitchenette
• Sitting or living area
• Sleeping area
• Bathroom

The majority of properties feature free Wi-Fi and a Freeview TV package. Some apartments have more facilities than others, and you can clarify any of these details when making your enquiry with our team. Alternatively, each property listed on our website has a ‘Facilities’ tab that includes every facility and service that is available to guests in that particular property.

When entering your apartment, you’ll find that all rooms are complete with the type of equipment you would usually find in a home, including:

• Electrical and kitchen appliances
• Furniture
• Soft furnishings
• Kitchenware
• Bedding, all linen, and towels
• Decorative items

Check-in can vary from property to property. This could involve a:

• 24-hour reception or concierge service: similar to what you would expect at a hotel  
• Meet and greet: a pre-arranged check-in will be agreed with you and a property representative
• Self check-in: you’ll be given access to secure codes for access to the main building and key safe
• Off-site check-in and key collection: keys will need to be collected from a location different to that of your apartment

The standard check-in time is from 14.00, although this is not always the case. Full details of your check-in process will be provided by our Account Management team at the confirmation stage.

If you have a problem upon arrival or during your stay, please refer to the confirmation document that was sent to you via email when you made your reservation. On your confirmation document, we’ll provide you with the following contact numbers:  

• SilverDoor office numbers:  
  • UK: +44 (0)20 8090 8090 
  • Americas: +1 303 498 7111 
  • Asia: +65 6260 8000 
  • Europe: +34 919 343 650 
• Property manager’s office number (please use during office hours) 
• Property manager’s emergency number (please use outside office hours and in emergencies) 

The standard check-out time is before 10.00, although this is not always the case. Full details of your check-out process will be provided by our Account Management team at the confirmation stage.

Some properties will allow pets; however, every property has their own set policy. For more information, please refer to the ‘Facilities’ tab on the specific property page on our website. If you wish to bring your pet with you, please make this clear when you make your enquiry or call us and our Account Management team will do their best to help.

Having your pet to stay may require a deposit against damages and a final cleaning fee to ensure the apartment remains to a high standard of cleanliness for the next guest. All of these requirements will be made clear to you before you confirm the booking of your stay. 

Security features will vary with each apartment, but our Account Management team can provide more information if you require it. Alternatively, please refer to the ‘Facilities’ tab on the specific property page on our website. If you have specific requirements, please make these clear when making your enquiry.

The maximum occupancy of each apartment type can vary. Typically, the below rules apply:

• Studio apartment - two people
• One bedroom apartment - two people
• Two bedroom apartment - four people
• Three bedroom apartment - six people

Some serviced apartments have an extra bed or sofa bed facilities which mean an apartment can accommodate more guests. This needs to be confirmed at the time of booking and may incur an extra charge.

The general rule is that an apartment can accommodate as many people as it can sleep. For example, a one bedroom apartment with a single extra bed can sleep three people. When making your enquiry, please inform us of the number of guests you need to accommodate, detailing any adults and children and any bed type preferences, and we’ll do our best to propose the most appropriate properties when we email you our quote.

Cleaning equipment is usually provided in serviced apartments and will include items like a vacuum cleaner, mop and bucket. Housekeeping is included in the cost of your apartment and will include a full clean; however, equipment is provided for you to utilise should you need to. Any rubbish in your apartment should be placed in the bins provided. All bins will be emptied during your scheduled housekeeping service. For any additional information about looking after your apartment, please refer to the Guest Welcome Folder for details.

No, not usually. The majority of serviced apartments are non-smoking. This will include all the apartments within the development and any internal communal areas. Smoking may be permitted in external areas, such as balconies, roof terraces and communal courtyards or gardens, but you should check the restrictions first.

Please refer to the Guest Welcome Folder for details or contact our Account Management team. Additional cleaning charges may apply if you smoke in a non-smoking apartment.

We have excellent and well-established relationships with our property partners and book high volumes of room nights. This means that we’re always offered the best possible rates which we’re subsequently able to pass on to you.  

With essential amenities included in the nightly rate, corporate housing provides more value for money and costs close to 25% less than hotel equivalents. In the UK, VAT drops to 4% for stays longer than 28 nights, meaning medium- to long-term stays in serviced apartments become even more cost effective. All rates displayed on our website are excluding taxes. 

For a more in-depth comparison of the cost benefits of serviced apartments vs hotels, check out our breakdown here.  

Included at all properties:

• Utility bills – which may include council tax, water, heating, electricity, gas, telephone line rental, and television licence
• Basic TV package 

• Internet access
• Housekeeping
• Welcome pack 

• Outgoing telephone calls
• Increased frequency housekeeping
• Premium TV channels 
• Extra beds for additional guests 
• Parking 

Each country applies tax at different levels. Certain local authorities apply taxes too. We will advise you of any relevant, applicable taxes on your accommodation; however, some common tax rules have been listed below.

Common tax rule Value Added Tax (VAT) is charged at 20% for the first 28 consecutive nights, then at 4% for each remaining consecutive night after that.

Alternative tax rule

A small number of properties only charge VAT on the amount that they deem to be the service element. For example, with a rate of £110, £100 is deemed to be for accommodation and £10 is deemed to be service. VAT at 20% is then only applied to the £10 service element. We’ll always advise you of any alternative tax policies at the quote stage and re-confirm the same at the booking and billing stages.

Outside of the United Kingdom Government tax

This is the tax element levied by the national government of the country in question.

GST (Goods & Services Tax)

Applies in countries such as Australia, Canada, Hong Kong, New Zealand and Singapore.

VAT (Value Added Tax)

Applies in all countries within the EU. Referred to as VAT in the UK, Ireland and Malta, but different abbreviations are used elsewhere in Europe, such as IVA in Spain and BTW in the Netherlands. VAT also applies in many countries around the world including India, Mexico, South Africa and Thailand. It may be known locally by different abbreviations.

City tax

Some city authorities charge an additional tax. An example of this is Paris, which applies a fee of EUR 0.80 to EUR 1.50 per person per night (depending on the specific area within Paris).

Tourist tax

Some city authorities charge additional taxes for tourists. These taxes generally apply to business travellers too. An example of this is Amsterdam, which applies a 5% tourist tax.

Less common taxes

Occasionally, other taxes are mandatory in certain jurisdictions. Examples of these include ‘luxury tax’ at certain properties in India and New York City’s ‘development tax’.

Service charge

This is not a tax, but is an additional charge that applies at certain properties. It is generally incorporated into the accommodation rate, but is occasionally stated as an extra charge. Unlike restaurant bills, this service charge is never discretionary.

All lengths of stay: Savings will always be made on typical hotel costs like hourly internet rates, laundry bills, and TV charges as well as inflated bar, restaurant, and mini bar prices.

1 night stays: Hotels and serviced apartments are comparable in cost. However, serviced apartments will offer much more space, flexibility, and privacy.

7 night stays: Serviced apartments are generally at least 15% cheaper than equivalent hotel accommodation.

30 night stays: Serviced apartments are generally at least 25% cheaper than equivalent hotel accommodation.

90 night stays: Serviced apartments are generally at least 30% cheaper than equivalent hotel accommodation. For example, even if the hotel matched a serviced apartment rate of £99 per night for the stay, you'd still save £982.08 in tax (9.19% saving).

Yes. Our online merchant, Barclaycard Smartpay, is 100% secure.

Yes. you pay SilverDoor directly for the apartment and we then pay the property on your behalf.

Once availability has been secured, you will be directed to our online merchant centre. Your payment will be processed using Barclaycard Smartpay.

Payment will be taken once the reservation has been confirmed.

Payment can be made in GBP, USD, EUR, SGD, CHF and AUD, via our online payment platform which is supplied by Barclaycard.

This system accepts payment from American Express, MasterCard, Visa, JCB, Maestro and Electron.

Card fees are a charge levied by our online payment system which facilitates card payment. This fee is charged to SilverDoor and passed on to you to provide you with the option to pay online using your card.

If you wish to make a reservation without a credit card, please contact us to discuss our different payment options.

You can book up to 99 nights online, depending on availability of our properties. If you are looking for an apartment for over 14 nights, we suggest that you fill out an enquiry form or give us a call as we will usually be able to offer a wider range of apartments, at better rates.

To amend a reservation, such as changing a guest's name, contact your dedicated account manager. Alternatively, call or email us at [email protected]

To cancel a reservation you can either:

- Sign in to your SilverDoor Account, click on the details for the reservation and click the 'Cancel Booking' button.

or

- Contact your dedicated account manager, call: +44 (0) 20 8090 8090 or email: [email protected] 

You many be charged a cancellation fee which you'll be notified of at the time of cancellation.

Please note that the cancellation policy may differ when booking an apartment online.

You will be refunded within five working days of the cancellation date.

To extend a reservation, contact your dedicated account manager, call +44 (0)20 8090 8090 or email [email protected]

Once your reservation is paid for and confirmed, you will receive a client confirmation via email. You will also be given the opportunity to download the client confirmation at the point of reservation.

If you need any assistance with online booking, please email [email protected]  or call us on +44 (0)20 8090 8090.

Your check-in details will be included in the booking confirmation.

As we are an international business we work both inclusive and exclusive of VAT and taxes. All quotes will clearly state if VAT and taxes are included or not. 

Please note in some locations local/city taxes will be charged as an additional cost and payable by the guest directly to the property upon check in.

During the reservation process, you'll have the opportunity to make any special requests with the property, however, these requests cannot be guaranteed.

Please make this request in the special request box during the booking process. There may be an additional cost for extra beds. 

Please contact your dedicated account manager, call +44 (0)20 8090 8090 or email [email protected]