FAQs

 

What day can I arrive?

You are able to arrive on any day that suits you. If you are arriving outside office hours we can arrange for comprehensive self-check-in details to be sent to you. We prefer it if you can arrive on a day that our office is open (see opening hours below) as we can then show you into the property personally. However, we realise that this isn’t always possible and we can leave keys and instructions for late arrivals.

 

What time is check in?

You can arrive to collect keys and drop luggage from 10am until 5pm. However the particular apartment that you book may not be ready until the afternoon of your arrival (1-2pm) if it was in use the night before. Please ensure you confirm your expected arrival time with us so that we can plan to meet you. We prefer that you come to our offices and we will then take you to the property. A check-in form needs to be signed and we can give you maps and more information as needed.

 

What time is check out?

Check out time is by 10am on the day of your departure, unless otherwise agreed. If you are leaving early on the day of departure we are happy for you to drop keys through our letterbox at our Victoria Street office as long as they are labelled or in an envelope. Please note that late check-outs may incur additional charges. Prior to checking out of a property you will be sent information regarding the return of keys etc. at least one week beforehand.

 

How do I check in?

If you are checking into the property during office hours please come to our office on Victoria Street and we will take you over to the property and show you around. If you are arriving outside of office hours we can forward you comprehensive information about the property, key collection and directions.

 

Can you supply welcome packs?

We are happy to do this as long as we have enough notice. This will incur an additional fee of £15. Please contact our office to arrange.

 

Who can I contact in an emergency?

During office hours you are able to contact our staff in the office via telephone and e-mail. Outside of office hours you are able to contact a member of our staff on the emergency line – 07919 614559. Please note that this is not a 24 hour facility and should not be used for general enquires. Call-out charges may apply. Add +44 and omit the zero for UK numbers if calling from overseas.

 

How do I get to Windsor?

Use our postcode SL4 1EH to get to Windsor using a Sat Nav.
Please download a Word document called ‘HOW TO FIND US’ this is about 2.5 Mb so it may take time on a slow connection.

 

How do I get to the apartment?

If you are checking into the property during office hours, we can take you to the property from our office. There are map links for all of the properties on our website. You will be provided with comprehensive information on how to find the property if you are checking in by yourself.

 

What are your office opening hours?

Please view our office hours by clicking here. In the event of an emergency outside of office hours you can contact a member of staff on the emergency line – 07919 614 559.

 

What is the cancellation policy?

Four weeks notice is required to avoid charge. Please put your cancellation in writing to us. Alternatively you can send your cancellation notice via e-mail. In either case we will confirm the cancellation and any costs involved. For further information please see our terms and conditions.

 

Do I need to pay a deposit?

On booking, a non-refundable reservation deposit of £200 will be required to reserve accommodation for bookings that start more than two weeks in advance. For bookings where the arrival date is less than two weeks away, full payment will be required for at least the first four weeks. Bookings will be confirmed once the holding deposit or full payment is received. The holding deposit will be deducted from the final rental balance; the balance must be paid two weeks before arrival.

 

Should I leave early, what is your refund policy?

Rent cannot be refunded once paid, unless we are able to re-let the property, in which case you will be reimbursed for the number of nights re-booked less a £200 administration charge. We will always endeavour to re-let a cancelled period so that we can offer you a refund.

 

Can I extend my stay?

You are able to extend your stay as long as we have not taken another booking. If you would like the option to extend please tick the box on the booking form. We will then ask you nearer the time of your plans to extend, but we reserve the right to take other bookings if we cannot reach you or do not hear from you. Please keep in touch when staying for a longer period so that we are aware of your plans.

 

Can I have the property cleaned?

We offer the option of having a weekly service in the rental property, this is charged depending upon the size of the property. For more information please call us, or see our website for more information.

 

What happens if I lose my keys?

If keys and parking permits, remotes or cards are lost there will be a charge to you as the tenant for replacements. Please note there may be an additional administration charge.

 

What if I break something?

If something in the property is broken during your stay you should notify Accommodation Windsor as soon as possible. We ask that you replace the broken item with a similar substitute, alternatively we can organize a replacement and charge you the amount.

 

What if I have a guest to stay?

If you are planning to have a guest stay with you, you need to notify us for health and safety reasons. If you require extra bedding and towels we can supply these, however in some cases a charge may apply.

Accommodation Windsor Limited
Answers to the most common questions are right here for you.
Can’t find the answer? Contact us on +44 (0)1753 833747 or e-mail us: stay@accwindsor.co.uk

 

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