04:02:26
06 February 2012
FAQs
GENERAL
What's the minimum length of stay, and maximum?
5 nights. Of course if you'd like to stay for fewer, you can do this whilst paying for 5 - it'll likely still be better value than staying in a hotel. Our maximum length of let is 6 months, but we also handle even longer lets. Please enquire for further details.
How much do your properties cost to rent?
They start from £500 per week.
What costs are involved, besides the rent?
In addition to the rental rates advertised on the website, cleaning, documentation fees and VAT. These vary depending on the party size and property. VAT applies to these fees (NOT rent) at the prevailing rate, which is currently 20%. But please note that our quotes (based on your party size and the length and season of your let) will be fully inclusive of all such fees and taxes.
How do I make an enquiry?
Please either complete the brief enquiry form on that property's web page, or if you don't have a particular property in mind, just contact us (via email or phone) with your party size, dates, budget and any other criteria and we'll be delighted to make some suggestions.
If my dates are not marked red on the availability calendar, then presumably that property is available, right?
Generally, that is correct. However, because property owners do not always communicate to us their updated availability status immediately, the calendar legend says "Please enquire" rather than "Available" so as not to mislead enquirors.
Please bear in mind the following when making an enquiry:
No changover days. We don't have changeover days so your let can start and end on any day of the week. On that note, it can be better to arrive/depart midweek since London airports are often less busy and flights cheaper than at weekends.
Time frame for Enquiries. We are currently taking bookings up to and including the Olympic Games (July / August 2012). With the exception of the Games, for some properties it may be too early to book more than 6 months in advance of your stay, but we'll let you know when you enquire. Conversely, please don't be disappointed if we cannot accommodate lets starting within one week of your enquiry date, though we will always do our best.
24hr response to your Enquiry. We'll respond to your enquiry within 24 hours, or slightly longer during very busy periods - thank you for bearing with us if this is the case.
Fully inclusive Quotes. We'll reply to your enquiry with a fully inclusive quote, so there are no hidden or extra costs in respect of cleaning, linen or towel hire, tax etc but please see "Extras" below for anything else you may need.
How do we make a booking?
Once we've re-confirmed availability of your preferred property, we email you an invoice and booking form to complete. We ask for a booking deposit of 50% of the total due to secure your booking, the balance payable one month before your let starts. If you book within one month of your let, the invoice total is payable immediately to secure the booking. You can pay by credit / debit card (not AMEX though), bank transfer or GBP cheque.
What's your cancellation policy?
The basic position is that all amounts paid are non-refundable. If you have to cancel then we will try our best to re-let the property over your dates so you can recover funds but this isn't always possible so we always recommend taking out adequate travel insurance which protects you from losses incurring through having to cancel.
We can provide the following extras at additional cost:
Airport transfers
Mobile phone hire
Internet modem hire (a few of our properties don't have internet)
Cot and airbed hire
Grocery provision
London pocket mapbooks
Please enquire for further information.
How do we get to the property?
We strongly recommend taking a taxi from the airport. The driver will track your flight (in case early or late) and greet you in arrivals with a name board and bring you to the apartment. Your invoice / booking form will include the taxi quote.
Alternatively, for public transport options, please click here
How do we Check In to the property?
This depends on your estimated time of arrival (“ETA”) at the property:
If your ETA is between 08.00 and 18.00, Monday to Friday, we’ll meet you at the property, give you the keys and show you around.
If your ETA is between 18.00 and 08.00 or over the weekend /national holidays, you have two options:
(i) take our taxi service (as described above), which will stop en route to collect the keys and simple instructions on how to check yourself in; or
(ii) request a personal check in (we meet you at the property, give you the keys and show you around) at a cost of £50 plus VAT (subject to staff availability).
When are Check In & Check Out times?
12.30 check in and 10.30 check out. However, we do try to be flexible here and usualy we can accommodate other reasonable times free of charge, though occasionally this incurs a fee. We’ll advise further if necessary once we have your booking information.
How do we Check Out of the property at the end of our stay?
With ease. We’ll run you through this once you’ve arrived.
In what condition will the property be when I arrive?
The property will be professionally cleaned and prepared for your arrival. The beds will be made up with fresh linen and towels will be provided.
How are the properties equipped?
Comprehensively, with all the appliances you would expect in a normal home, but see the “Amenities” tab on the property’s webpage for specific info. Most have internet connections and if they don't, we can hire you a mobile wireless modem.
Who do we contact if we have a problem during our stay?
Call or email a member of the Ivy Lettings team and we’ll do our best to resolve it as quickly as possible.
What hidden costs are there relating to the use of the property?
None. Your quote is fully inclusive of all utility bills (ie water, gas, electricity etc). Only the telephone (where the property has one) costs extra – if you run up a bill on the property owner’s phone then we’ll charge you for that. But usually, making a few local calls won’t be charged.
