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Frequently Asked Questions

CATEGORIES
Enquiries, Reservations and Cancellations
Accommodation
Cost and Payment
Online Booking
Enquiries, Reservations and Cancellations
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Q : When can I book my apartment?
A: We recommend that you try and book your apartment at least a month before check-in so we have the best chance of finding you the most suitable accommodation. If you need to book an apartment at the last minute we can help with that too - we’ll always do our best to accommodate any booking, no matter when you enquire.
Q : What cancellation policy will apply to my reservation?
A: Each property has a cancellation policy set by the property manager. You’ll be required to give a certain amount of notice, prior to arrival and once checked in, to allow you to make an amendment to your reservation without any charges applying. You can find the cancellation policy for each property listed on the ‘Cancellation Policy’ tab on each property profile on our website. The Client Account Management team will also confirm any terms and conditions, including the cancellation policy, at the reservation stage.
What cancellation policy will apply to my reservation?
Q : How do I amend my reservation?
A: If you need to amend your reservation, please contact our Client Account Management team. All extensions are generally subject to availability and if you wish to shorten your stay you may be subject to cancellation charges if you don’t provide the level of notice required by the cancellation policy. We’ll always do our best to help with any amendment requests, so please get in touch as soon as you know that you need to amend your reservation.
How do I amend my reservation
Q : Is there a minimum length of time that I have to book for?
A:  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.
Is there a minimum length of time that I have to book for?
Q : Is it possible for me to view an apartment before I make a reservation?
A: Yes. To arrange a viewing please contact our Client Account Management team and we’ll organise a viewing for you. All viewings are subject to availability at the property in question.
Is it possible for me to view an apartment before I make a reservation?
Q : What do your apartment ratings mean?
A:

We grade and evaluate all of our serviced apartments on a scale of one to five rosettes. The rosette guide was introduced as a means of summarising a property’s overall quality and features.

In order to qualify for a  rosette, a serviced apartment must reach our minimum standards of being fully furnished with a fully functioning and equipped kitchen or kitchenette, and a frequent maid service with a change of towels and linen. Further rosettes are subsequently awarded to properties depending on the quality and offering of facilities.

We believe it’s important to manage our clients’ expectations and so are realistic in our ratings. We think it makes sense for our clients to be pleasantly surprised when they arrive at an apartment rather than disappointed.  With the current lack of global standards for ratings, it’s important that clients and property partners recognise that the rosette guide is independent to us and has no association with tourist boards and other travel reviewers.

 Please note that we’re currently reviewing our methods of rating properties.

Q : What is a serviced apartment?
A: A serviced apartment is a residential apartment that's let or rented out on a nightly basis in a similar way to a hotel room. A serviced apartment is fully furnished; has a fully equipped kitchen or kitchenette; access to laundry facilities and, most importantly, is serviced. This means your apartment will be cleaned and have all linen and towels changed at least once a week.
What is a serviced apartment?
Q : What should I do if I have a problem on arrival or during my stay?
A:

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 we’ll provide you with the following contact numbers:

  • SilverDoor office number: +44 (0)20 8090 8090 please use during office hours
  • Office number of the property manager: Please use during office hours
  • Emergency number of the property manager: Please use outside office hours and in emergencies
What should I do if I have a problem on arrival or during my stay
Q : What time can I check-out?
A: 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 Client Account Management team at the confirmation stage.
What time can I check-out?
Q : What if I need a late check-out?
A: A late check-out is sometimes possible; however you’ll always need to request it. In order to guarantee a late check-out, you may be required to pay an additional charge and any late check-out will always be subject to availability of the apartment. Properties that have a reception or concierge facility may hold luggage on your behalf after you’ve vacated your apartment.
Q : What is the pet policy in serviced apartments?
A: 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 Client Account Management team will do their best to help.
What is the pet policy in serviced apartments?
Q : What security features do serviced apartments offer?
A: Security features will vary with each apartment, but our Client 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.
What security features do serviced apartments offer?
Q : What options are available for disabled guests?
A: Wheelchair access, lifts and other facilities for disabled guests will be specified on the ‘Facilities’ tab on the property page. Before making a reservation, it’s important to make sure that the facilities are suitable for you and your guests. For any queries, please contact our Client Account Management team and we will do our best to accommodate your needs.
What options are available for disabled guests?
Q : How many guests can stay in my apartment?
A:

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 extra bed or sofa bed facilities which mean an apartment can accommodate more guests. 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.

How many guests can stay in my apartment?
Q : What can I do to look after my apartment?
A: Cleaning equipment is usually provided in serviced apartments and will include items like a vacuum cleaner, mop and bucket. Maid service 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 maid service. For any additional information about looking after your apartment, please refer to the Guest Welcome Folder for details.
Q : Can I smoke in my apartment?
A:

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 Client Account Management team. Additional cleaning charges may apply if you smoke in a non-smoking apartment.

Q : What kitchen equipment will I find in my serviced apartment?
A:

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
What kitchen equipment will I find in my serviced apartment?
Q : What are the different types of serviced apartments?
A:

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 24hour reception and facilities such a restaurant, bar, meeting rooms, conference facilities, gym, leisure facilities, parking and onsite shop.

Individual apartment

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

What are the different types of serviced apartments?
Q : What is the difference between a studio and a one bedroom apartment?
A: A studio apartment follows a similar style to a hotel; open plan accommodation with everything in one room, except for a separate bathroom. A one bedroom apartment follows a typical apartment layout, with the bedroom and bathroom separate to the living and cooking areas.
What is the difference between a studio and a one bedroom apartment?
Q : What can I expect in my apartment?
A:

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 , a TV package and a music system with an MP3 docking station 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 has a ‘Facilities’ tab that includes every facility and service that is available to that particular property.

When entering your apartment you’ll find that all rooms are completed 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
What can I expect in my apartment?
Q : What about internet access?
A: The majority of serviced apartments will have an internet facility and it’s normally included in the cost of the apartment. For details on possible costs and types of access available, please refer to the ‘Facilities’ tab of the specific property page on our website. Alternatively, make your internet requirements known when you make your enquiry and our Client Account Management team will provide you with the details in your quote. For any troubleshooting or assistance with access to the internet, please refer to the guest welcome folder in your apartment or contact the property manager using the contact details provided on your confirmation document.
What about internet access in my serviced apartment?
Q : What’s included in a welcome pack?
A: A basic welcome pack can be found in most apartments and will contain items like tea, coffee, sugar, water, milk, toilet paper and a bar of soap. Most properties will also provide a small starter pack of dishwashing liquid and dishwasher tablets. Some properties offer an upgraded welcome pack which may contain items like cereal, bread, pasta and sauce, biscuits, fruit or chocolate. Upgraded or more extensive welcome packs are often chargeable and any fee will be specified on the property page.
What’s included in a welcome pack?
Q : How do I check-in to my apartment?
A:

Check-in can vary from property to property:

  • 24hour reception or concierge: 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 Client Account Management team at the confirmation stage.
How do I check-in to my apartment?
Q : What if I need an early check-in?
A: An early check-in is sometimes possible; however it does need to be requested in advance. In order to guarantee an early check-in you may be required to pay for the night before, but only if the apartment is available for you to do so. Properties that have a reception or concierge facility may hold luggage on your behalf while you wait for access to your apartment.
What if I need an early check-in
Q : Do I have to pay a deposit?
A: We encourage our property partners not to request a deposit; however a small number of properties may require a deposit, which is either paid at the time of booking, or upon check-in. As an alternative to a deposit we recommend that our properties take a pre-authorisation from a credit card which may then be used to cover any incidental costs occurred during your stay. Any deposit requirements will be made clear to you at the reservation stage and re-confirmed to you at the confirmation stage.
Do I have to pay a deposit?
Q : How can you offer such great rates?
A:

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.

Serviced apartments are generally cheaper than hotels for stays of 7 nights or more and substantial reductions are made for longer lengths of stay. All rates are displayed excluding taxes on our website, but it’s worth noting that in the UK, VAT is also reduced for stays of more than 28 nights to 4%. This means that medium to long term stays in serviced apartments become even more cost effective.

How can SilverDoor offer such great rates?
Q : Is it safe for me to pay by card?
A: Yes. When you pay by card we’ll provide you with a payment link to our secure, online payment service provider, Barclaycard. This is a PCI compliant service, which means you won’t need to share any of your sensitive card data with us.
Is it safe for me to pay by card?
Q : When will you take my payment?
A: Reservations will be billed at the point of booking and must be paid in full before check-in. Our Client Account Management team agree a payment date with you at the reservation stage.
When will SilverDoor take my payment?
Q : What’s included in the cost of my serviced apartment?
A:

Included at all properties:

  • Utility bills which may include: council tax, water, heating, electricity, gas, telephone line rental and television licence
  • Basic TV package Included at most properties:
  • Internet access
  • Maid service
  • Welcome pack Normally subject to an additional charge:
  • Outgoing telephone calls
  • Increased frequency maid service
  • Premium TV channels Extra beds for additional guests Parking It’s important to note that some properties in certain locations operate a monthly cap on utility bills. If this is the case, full details will be provided at the time of booking.
What’s included in the cost of my serviced apartment?
Q : What taxes apply?
A:

Each country applies tax at different levels. Certain local authorities apply taxes too. United Kingdom We’ll always quote you a rate excluding VAT.

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.

What taxes apply
Q : What are my payment options?
A: When making payment to us you have two main options: Bank Transfer – we accept payment in GBP, USD, EUR, AED, QAR, SGD, PLN, AUD and CHF. Card Payment – we accept payment in GBP via our online payment system, supplied by Barclaycard. This system accepts payment from American Express, MasterCard, Visa, JCB, Maestro and Electron. A 2.95% card transaction fee applies to all card payments, except payments via UK debit card.
What are my payment options?
Q : What are the differences between hotels and serviced apartments?
A:

For all lengths of stay, savings will always be made on typical hotel costs like hourly internet rates, laundry bills, TV charges and 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 with this length of stay.

30 night stays Serviced apartments are generally at least 25% cheaper than equivalent hotel accommodation with this length of stay.

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).

Q : Which apartments and locations can I book online with SilverDoor?
A: You can book apartments online in our top UK cities. For international destinations and greater variety of apartments, please contact us by enquiry form or call us on +44 (0)20 8090 8090.
Q : How do I cancel a reservation?
A:

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 8079 or email online support@silverdoor.co.uk

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.

Q : If I cancel a reservation, when should I expect my refund?
A:

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

Q : How do I extend a reservation?
A:

To extend a reservation, contact your dedicated account manager, call +44 (0)20 8090 8079 or email onlinesupport@silverdoor.co.uk

Q : How do I know if my reservation is confirmed?
A:

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.

Q : What do I do if I need any assistance?
A:

If you need any assistance with online booking, please email onlinesupport@silverdor.co.uk or call us on +44 (0)20 8090 8079.

Q : When will I receive the check-in details?
A:

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

Q : Does the rate include VAT?
A:

All rates include VAT.

Q : Can I make any special requests with the property?
A:

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

Q : Can I request extra beds in the apartment?
A:

Please make this request in the special request box during the booking process.

Q : I will be arriving/departing earlier/later than the stated check-in/out times. Is this ok?
A: Please make this request in the special request box during the booking process.
Q : Is my credit information secure?
A:

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

Q : Can I get a VAT receipt?
A:

Please contact your dedicated account manager, call +44 (0)20 8090 8079 or email onlinesupport@silverdoor.co.uk

Q : Do I pay any money to SilverDoor?
A:

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

Q : How do I pay for the reservation?
A:

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

Q : After entering my credit card details, at what point do I pay?
A:

Payment will be taken once the reservation has been confirmed.

Q : Which credit card details can I use to complete my reservation?
A:

You can use any of the following cards:

Visa, Visa Debit, Visa Electron, American Express, Maestro or Mastercard.

Q : Can I make a reservation without a credit card?
A:

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

Q : How many nights can I book online?
A:

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.

Q : How do I amend a reservation?
A: To amend a reservation, such as changing a guest's name, contact your dedicated account manager. Alternatively, call or email as at onlinesupport@silverdoor.co.uk

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