1. 1. What is a serviced apartment?
      Our serviced apartment’s work exactly the same way as a hotel does but with the added benefit of comforts such as Wi-Fi and traveller luxuries such as a fully-fitted kitchen, washing machine and separate bedroom included.

1. 1. What can I expect in my apartment?
      Fully-fitted kitchen with oven, hobs, microwave, toaster, kettle, dishwasher, cooking equipment, crockery and utensils. A set of towels per guest, plus toiletries. Integrated washer/dryer. Free wireless internet.

1. 1. Is there internet access?
      Yes – we provide a complimentary wireless broadband service in all of our apartments.

1. 1. Are there washing facilities in the apartment?
      Washing machines are provided in all apartments and dryers are provided at Ilford Tower Apartments and at Stratford Luxury Apartments.

1. 1. Are they smoking or non-smoking apartments? Non-Smoking.
   2. How often are the apartments cleaned?
      All apartments are deep cleaned by our experienced cleaning staff for every arrival. Subsequent cleans are provided on every third day.

1. 1. Are pets allowed?
      No pets are allowed on the premises.

1. Can I have a party in the apartment?
   Here at IlfordApartments we have a strict no-party policy. Noise levels must not cause a disturbance to other guests, this is done to ensure that all of our guests have a peaceful stay with us. Additional charges may be incurred if there is evidence of a party having occurred during your stay.

1. 1. Can I change the dates of my reservation once already booked?
      Provided we have availability at your chosen location, we may be able to adjust the dates of your booking. You will need to discuss this directly with our over the phone at 00442085186555 or email us info@ilfordapartments.com Please also note that shortening the length of your original booking may be subject to charge. Extensions of your stay are subject to availability at the time of request.

1. 1. How do I pay for my booking?
      Pre-payment is taken for all online bookings – so if you are booking online, the card you provide will be debited automatically and you will be sent a receipt shortly afterwards with the confirmation from our Reservations team. If booking over the phone, payments are able to be done when checking in or over the phone.

1. 1. Are there any fees for paying by credit card? 
      There are no extra fees charged for paying by credit card.

1. 1. Do I have to pay a deposit for my booking?
      A pre-authorisation of £150 may be taken from your debit or credit card upon arrival ​_to the building.

1. What is a pre-authorisation?
   A pre-authorisation is an amount frozen in your account to cover the cost of any potential incidental items including (but not limited to): breaches of terms & conditions, breakages/damages, excessive cleaning charges above the normal level of cleaning due to the apartment being left in an unacceptable state. Please be aware that the pre-authorisation may affect your available funds balance of spending limit on the credit or debit card used at the time of check-in for a period of 5-10 days (please note this is an indicative timescale only). Once a pre-authorisation has been made, we cannot release, remove or lower the authorized amount until we process the final account after departure.

1. 1. Is there car parking?
      Car parking is available at Ilford Luxury Apartments, Stratford Luxury Apartments and Ilford Tower Apartments. Please note that parking is limited and therefore cannot be guaranteed, so please call 00442085186555 to reserve parking ahead of your check-in date.

1. How much is the car parking?

• Stratford Luxury Apartments: £15 per day (Very limited parking, subject to availability).
• Ilford Luxury Apartments: Complementary Parking.
• Ilford Tower Apartments: Public Car Park.

Is there a lift?
 There is a lift in the Stratford Luxury Apartments and the Ilford Tower Apartment

1. 1. How much does it cost for an extra bed?
      Folding beds can be provided, this is dependent on the size of the room and availability. These are complimentary. An extra bed must be booked if more than 2 guests are staying in a 1-bedroom apartment, and if more than 4 guests are staying in a 2-bedroom apartment.

1. 1. Are cots or high chairs available?
      We provide travel cots/cribs upon request.

1. Extras Available

• Car parking space (please see above for more detail)
• Baby cot/crib
• Extra towels
• Extra light clean
• Extra deep clean
• Early check-in
• Late check-out until 12pm or 3pm

In the interests of security and to prevent fraud, at the time of check-in, guests may be required to confirm their identity, for example by providing their passport/identity card/driving licence, and a valid credit or debit card which will be swiped in the presence of the card holder. In some circumstances we may be required by law to require guests to provide details of their next destination. These records will be kept for at least 12 months and may be disclosed to a third party as required by law. We reserve the right to refuse entry to persons who cannot provide the information mentioned in this paragraph.
Unless otherwise stated on the booking confirmation, Guests may check-in at any time from 2.00 p.m. on the scheduled day of arrival. All rooms which have been secured by credit/debit card or prepaid at the time of booking will he held until 11:55 p.m. on the scheduled day of arrival unless otherwise agreed directly with the Hotel. On the day of departure we ask all guests to vacate their rooms by 11.00 morning (unless a later departure is stated and agreed by the management). Late check-out after this time can be requested subject to availability and will be charged at an hourly rate at the discretion of the Hotel.
Rooms are subject to maximum occupancy rules set by the Hotel. If you would like further details please contact the Company or the Hotel.

We accept the following methods of payment: credit cards: American Express, MasterCard, Visa; debit cards – Visa/Delta and Visa/Electron, Maestro, JCB, Solo.

For advance purchase rates the card you booked with must be presented on arrival, along with the appropriate ID.

At the time of check-in we will authorise the accommodation charges (room rate, VAT and any service charge) and anticipated incidentals for the duration of your stay against your credit/debit card. We may also choose to accept a deposit in place of payment card authorisation by another valid form of payment, including cash.
During your stay we will calculate any additional items charged to your room on a daily basis. If the cost of those incidentals exceed the authorisation taken on check-in, further authorisation will be requested and if such authorisation is not available, we may request another method of settlement or a deposit to be provided, failing which we reserve the right to restrict access to your room.
All outstanding charges must be paid for in full on check-out from the Hotel. If the outstanding charges do not exceed the authorisation taken on check-in, the authorisation for the amount not utilised will be released, however, we cannot control how long it takes for your bank to effect such release. If staying for multiple nights at the Hotel we may require you to make payment for any outstanding charges on a more frequent basis during your stay.