Frequently Asked Questions
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.
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 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.
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
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.
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
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.
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.
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.
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.
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.
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).
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.
You can use any of the following cards:
Visa, Visa Debit, Visa Electron, American Express, Maestro or Mastercard.
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 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 [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 8079 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 8079.
Your check-in details will be included in the booking confirmation.
All rates include VAT.
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.
Please contact your dedicated account manager, call +44 (0)20 8090 8079 or email [email protected]
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