Guest Info & FAQs
Who are Ivy Lettings and How Do You Work?
Established in 2009 and based in Chelsea, we are specialist London vacation rental and short stay managers. Owners of London apartments and houses entrust their homes to us and we accommodate in them our guests, for periods of between five nights and 6 months. See more on Our Story & Our Service and Why Book With Ivy?
Ivy’s Property Selection - Location & Suitability
All our homes are located in central London. Most of our clients are visitors to the city and need easy access to the heart of London and we bear this close in mind when we select our properties. We don’t expect our clients to undertake lengthy daily commutes when they stay in one of our homes, especially since most of them are here on holiday!
We deal with clients from all over the world who need short stay London accommodation for a host of different reasons, but they all require the same thing: a well maintained, comfortable home in central London. All our homes are located in safe and pleasant neighbourhoods that we feel happy recommending to our clients, and each one meets our strict selection criteria based on quality of furnishing and equipment and standards of comfort. We worry about this so you don’t have to.
Finding your Perfect London Home
Since you can be sure that all our homes meet these essential standards, it’s then just a question of finding one which suits your specific taste and needs for your stay. This is where our enquiries team comes in. It’s our job to take time to understand what you’re looking for and match these with the most suitable home. We pride ourselves on our patient, attentive and responsive customer service and we actively encourage you to pick up the phone - this way we can acquaint you with our homes and our service in a way that the text and photos of website listings cannot.
Making Your Reservation
Once you’ve made your selection, you can easily book online or over the phone using your credit or debit card (all major card accepted, including AmEx). Rest assured that our website uses industry standard encryption to ensure security and peace of mind. Our payments are processed by Stripe and protected by SSL (Secure Sockets Layer).
What Do I Pay, and When?
Your total booking amount will comprise your rental fee, CAT fee (Cleaning, Admin & Tax) and a card processing fee. All amounts are in GBP (£).
You pay 50% of the total to secure your booking and our system will automatically process the remaining 50% of the rental fee 28 days prior to your arrival date. If you book within 28 days of your arrival date, we process full payment to secure your reservation.
Finally, we’ll process your security deposit one day prior to your arrival. This is the amount detailed on your property’s listing. We’ll refund this within 5 days of your departure (subject to any deductions for damages etc). See the terms of the Rental Agreement for more information.
For details of all amounts paid and due in respect of your booking, please visit your account.
What's your Cancellation Policy?
You can cancel your booking and receive a full refund, no questions asked, within 24 hours of making it (unless you book within 7 days of your arrival date) by emailing [email protected] Thereafter, if you wish to cancel, we'll refund whatever you've paid up to that date to the extent we are able to re-let the property over your dates. Ivy Lettings recommends taking out travel insurance that protects you from any losses that may result from having to cancel. See our Guest Terms of Business for more information.
Can I Make Changes to my Booking?
This depends on the change. If you want to change property or if your change involves a reduction in the length of your stay, the terms of our cancellation policy will apply (see above). If you want to amend your dates, this is generally fine but is obviously subject to availability and any differences in rate. If you need to change your party size, then please bear in mind any conditions relating to maximum party size and restrictions regarding children. Please note that a standard admin fee of £75 +VAT will apply to all booking amendments.
To prevent fraud and as a security measure to safeguard our hosts’ homes, we may require a scanned copy/photograph of the lead guest’s passport. We will ask when necessary and then please email this to [email protected] in advance of your stay.
How to Get to Your Rental Property
Please see the Arrival Instructions, which can be downloaded from your account, for the property’s full address and nearest tube/rail station. If you plan to take public transport to the property, you may want to refer to the Transport For London website or Citymapper to plan your journey. If you wish to take a taxi, you may want to use Uber or Addison Lee. We do not book taxis on our guests’ behalf.
Arrival & Check In
Check in is between 1.30pm and 6.45pm daily and we ask you to choose a 45 minute check in period via your account. We’ll meet you at the property and make sure you settle in well. If you’re arriving after hours we can make alternative check in arrangements for you, or arrange a personal check in at extra cost (6.45pm-10pm £65 inc VAT, 10pm-12am £90.00 inc VAT and subject to staff availability). At certain times of the year (e.g. Christmas) we may not be able to meet you at the property, but we’ll let you know well in advance of arrival. For early check ins and late check outs, if we can accommodate these we gladly will and at no extra cost, but please understand that we cannot commit to these until a few days prior to the check in/out in question. If you require certainty here, if possible, please book an extra day at the start/end.
How Many Sets of Keys Will We Have?
Generally guests will receive two sets of keys. In certain circumstances and for certain properties, we’re only able to provide one set.
During Your Stay
How Will the Property be Prepared for My Arrival?
The property will be professionally cleaned and prepared for your arrival. The beds will be made up with luxury linen, and towels will be provided (one bath towel and one hand towel per guest). If you'd like us to provide more towels at an additional cost, please request these in advance and we'll do our best to include them in our linen delivery. If your vacation rental has an air-mattress available for use, please also let us know in advance if you will be using it so that we can arrange extra linen to be supplied.
We will provide you with a starter supply of toiletries (soap & body lotion) and housekeeping essentials. If you stay with us for longer than 10 days, we’ll arrange an interim clean and provision of fresh linen and towels. We're happy to arrange further housekeeping visits than this at additional cost (please click visit During your Stay for detailed information on prices).
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 information. All properties have free internet access. When you arrive at your property, you will find an Ivy Lettings folder with comprehensive information detailing everything you need to know about your home, including the wifi code, how to operate the appliances, trash collection and what to do at checkout. We don’t provide travel adapters, but these can be easily purchased, or brought with you.
Do you Provide Travel Cots / Pack ‘n Plays?
Yes, we can provide these for a cost of £40. They come with a sheet but no bedding or pillows.
Getting Around London, Tickets to Shows & Local Recommendations
If you plan to use public transport to get around London (and this would be our recommendation since traffic in London can be terrible) we would advise purchasing an “Oyster” travelcard from an underground / rail station (click here for more info).
We cannot purchase tickets on your behalf for shows or football matches, and for these we would recommend using the official websites of the theatre / football club in question, or an established and trustworthy ticket vending site.
For local shopping, dining and other local amenity information, please refer to the Ivy Lettings information folder in your property.
Who do We Contact if We Encounter an Issue During Our Stay?
Contact our Reservations team and we’ll do our best to resolve it as quickly as possible.
Departure & Check Out
Check out is 10.30am on your day of departure. Your Ivy Lettings folder will give specific guidance regarding on what to do upon check out regarding keys etc.
Leaving Bags. Unfortunately we cannot allow bags to be left in your rental property after the check out time. You may want to refer to this website for temporary luggage storage options at rail stations etc.
We’re here for you. If the above information does not answer your question, please just contact us ([email protected] / +44 20 7349 7015), we’ll be glad to help!
How Do I Access My Account?
Go to ‘Log In’ at the top right of our homepage and enter your email and password when prompted. If you encounter difficulties here, please be in touch with our Reservations team.