During Your Stay
Please observe our house rules, which apply to all our rental properties.
You’ll find a Ivy Lettings information folder, or a tablet, at your home with information to help orientate yourselves with the property and surrounding area. Please contact us if you cannot locate this or have any trouble understanding it.
Make Yourself at Home
We want to ensure you have a great stay, and feel at home. We’ve made the beds up for you with our luxury linen, and provided towels and toiletries for your use. We politely ask that you don’t use any other bed linen or towels other than those set out for you on the beds and in the bathroom. If you need more, please contact us.
Feel free to use any basic kitchen condiments (salt, pepper, olive oil etc) that you find, but nothing more substantial than that (bottles of wine etc).
During your stay, our housekeeping team may need to visit your home to collect/drop off a linen bundle. We'll knock/ring before entering in case you’re in at the time, and we’ll be in and out in about 60 seconds. We politely ask that you don't open this linen bundle.
It is essential that we do have access for this task, but please be in touch with us if you’d like us to notify you of an approximate time to expect us. Otherwise, please bear in mind that these visits are undertaken weekly (or sometimes twice in week in busy periods) Monday to Friday, between 9am and 7pm. Please note that refusing access may result in a deduction from your security deposit to meet the cost of making separate arrangements.
If you’d like a housekeeping visit during your stay, please be in touch within 48 hours of your arrival and we’ll gladly schedule this in for you.
If you’re staying 10 nights or longer, you are entitled to one interim housekeeping visit*, free of charge. If you’re staying 14 nights or longer, you’re entitled to a weekly housekeeping visit*, free of charge. For any other housekeeping visits, please consult our price list below and please bear in mind that these are subject to availability during busy periods.
* these visits include a change of bed linen & towels
Complaints / Issues
We want to ensure you have a great stay, so if anything fails to meet your expectations or doesn’t appear to be functioning as it should, please be in touch as soon as possible and we’ll do our best to address it promptly.
Internet Access Issues
If you can’t access the internet, please take these troubleshooting steps before contacting us.
1. Ensure you are connecting to the correct network with the correct password.
2. Reboot the modem by switching it off, waiting 10 seconds, the switching it back on again. Wait for the signal to be restored before trying to log on again.
If the internet access appears very slow, please check how many devices are logged onto the network simultaneously. Please bear in mind that access during the evening can be slower, since this is a popular time for streaming TV shows etc, which can overload local networks.
Standard check out time is 10.30am. If you’d like to stay later that this, please let us know with as much notice as possible and we’ll do our best to accommodate you. An extra charge may apply.
Emergencies / Out of Hours Contact
Our office hours are 9am - 6pm Monday to Friday, excluding national holidays. Out of these hours, please contact [email protected] (additionally, from 9am - 6pm on weekends/national holidays, please call 07500 801827). Please note we don’t cover this email address between 10pm and 7am, and out of hours communication should be for urgent matters only.
For the police, fire service or ambulance, please dial 999 directly.
During office hours, please call 020 7349 7015 or email [email protected]
Housekeeping Visit £25/hour (minimum 2 hours per visit)
Single set (sheet, duvet cover, 2 pillowcases) £25
Double set (sheet, duvet cover, 4 pillowcases) £35
Towel set (2 bath towels, one hand towel) £15
Travel cot / Pack ’n Play (includes sheet but no pillow/blanket) £30
Single airbed (includes single linen set, see above) £40
Items subject to availability
Prices exclude transport costs (pls enquire). Inclusive of VAT at 20%.