FAQs
GENERAL
What's the minimum length of stay, and maximum?
5 nights minimum. In some cases it's 7 nights - please check the relevant property description. Of course if you'd like to stay for fewer nights, 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 £90/night.
What costs are involved, besides the rent?
We charge a Cleaning, Administration and Tax (CAT) fee. These vary depending on the party size and property and will be specified when you enter your booking dates and party size in the booking engine on our website. Additionally we charge a 3% card transaction fee (or 4% in the case of American Express) to cover processing fees charged to us.
MAKING A BOOKING
How do I make a booking?
You can book your rental property online with complete confidence, using our industry-standard online payment gateway. Our properties maintain up-to-the-minute availability, so you can check your dates and receive a precise quote, or book, instantly. A small minority of our properties are available on request (in which case you will be prompted to contact us to confirm availability with the owner, which we will do within 24 hours).
You can of course also call us up if you have any questions or would like to book over the phone.
What do I pay, and when?
If you book more than 4 weeks before your stay, you pay 50% of the invoice total as a booking deposit and then the 50% balance 4 weeks before your stay.
If you book within 4 weeks of your stay, you pay 100% of the invoice immediately upon booking.
Sounds complicated? Not at all - our booking engine will automatically calculate the dates and debit the right amounts at the right time.
How can I pay?
All payments must be made by credit or debit card, which attract a 3% fee (or 4% for American Express). Please note that some banks have safeguards in place preventing international companies from taking funds. As such, it is a good idea to contact your bank before booking to ensure payment can be processed in order to secure your booking.
How do I amend my booking?
Using your personal log-in in the Customer Panel you can see details of your stay, view invoices, order products and services and easily book and manage future stays. Please note: for significant changes to bookings (i.e. change of dates) please email us. It is not possible to change your rental property.
Cancellation
What's your cancellation policy?
You can cancel your booking and receive a full refund, no questions asked, within 24 hours of making it. Thereafter, if you wish to cancel, we'll refund whatever you've paid up to that date subject to our ability to re-let the property over your dates. We recommend taking out travel insurance that protects you from any losses that may result from having to cancel.
EXTRAS
We can provide the following extras at additional cost:
Airport transfers
Crib/travel cot hire
London pocket mapbooks
These can be added as part of your booking process.
ARRIVAL & Check in
How do we get to the property?
We strongly recommend taking a taxi from the airport (free WiFi included!). The driver will track your flight (in case it's early or late) and greet you in arrivals with a name board and bring you to the apartment.
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 + VAT (subject to staff availability).
When are check in & check out times?
Standard times to observe are 12.30 for check in and 10.30 for check out. However, we try to be flexible and can usually accommodate other reasonable times free of charge. If you do ask for an early check in or late check out, please bear in mind this will depend on other bookings we may take for the property in the meantime and as such, we won't be able to confirm until a few days before the check in/out date. If you need certainty here, please book an extra night before or after your stay, as required.
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.
DURING YOUR STAY
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” list on the property’s webpage for specific info. All properties have free internet access.
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 (i.e. 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.
