Question 1

How do I book?

Accepted Answer

The easiest way to book is online through our direct website. Alternatively you can call us and book over the phone.

Question 2

How do I book one of the bespoke stay services?

Accepted Answer

To book the bespoke stay services please contact us in advance of your booking to ensure availability. Some of the services you may be able to book once you have arrived but these will be dependent on demand.

Question 3

When will I receive my booking confirmation/directions?

Accepted Answer

You will receive an automated email with your booking confirmation attached immediately after you make a booking through our website. Alternatively, if you choose to book over the phone you will receive a confirmation email with an hour of booking. For any third party bookings, booking confirmation will be dependent on their policy.

Question 4

Who do we contact before we arrive?

Accepted Answer

One week in advance of your stay you will be contacted by one of the Derwent House Apartments team who will answer any questions you may have and will also ask for an expected time of arrival. If you wish to contact us separately, please just send an email or give us a call and one of the team will get back to you.

Question 5

Do you take a security deposit?

Accepted Answer

Yes, we ask all guests to provide a fully refundable £500 security deposit that is returned at the end of your stay. We understand that there will be wear and tear in the apartments and try our utmost to clean, fix, and repair any damages. In the unlikely event that there is some irreversible damage we will contact you to discuss a fair outcome for both parties. Only in extreme circumstances would we look to enforce this.

Question 6

How do I collect the keys at check-in?

Accepted Answer

We aim to meet and greet all of our guests face-to-face as part of our personalised service. To aid this we call guests in advance to ascertain an estimated time of arrival and ensure a member of staff is on hand to greet you and provide you with keys. If guests are due to arrive later in the evening then keys will be left in a lockbox with instructions provided on how to collect them.

Question 7

What time is Check-In?

Accepted Answer

Guests are free to check in from 15:00pm but may be able to check in earlier than this. If you wish for an early check in please contact one of our team and we will do our best to accommodate this. In any case, guests are welcome to leave their bags with us earlier in the day until their check-in time.

Question 8

What time is Check Out?

Accepted Answer

Check out is at 11:00am but guests may be able to check out later than this. If you wish for a late check out please contact one of our team and we will do our best to accommodate this request. In any case, guests are welcome to leave their bags with us after checking out for the rest of the day.

Question 9

Is there parking available?

Accepted Answer

Yes, we provide all our guests with parking permits for the duration of their stay. These allow you to park on the street just outside the property and also covers parking in the surrounding streets (Zone 3L). You will be provided with this upon check-in.

Question 10

Does the apartment have lift access?

Accepted Answer

Yes, there is a lift that travels from the ground floor up to the third floor. This lift services Harwood, Broxa, Langdale and Ganton apartments. Everly apartment (basement level) is accessed via its own staircases to the front and back of the building.

Question 11

Is there WiFi available?

Accepted Answer

Yes, all apartments benefit from high-speed internet that is linked throughout the building and is set up on all the smart televisions and intercom panels.

Question 12

Can I bring a pet with me?

Accepted Answer

Unfortunately we are unable to accept pets in the apartments.

Question 13

What size are the beds?

Accepted Answer

The apartments contain beds of varying sizes. Please check the detailed information for each of the apartments to see the specific bed sizes.

Question 14

Do I need to bring my own towels?

Accepted Answer

At Derwent House Apartments we supply all towels and linens. This includes two bath towels and hand towels for each bedroom.

Question 15

Can I smoke in the apartment?

Accepted Answer

It is strictly prohibited for guests to smoke in the apartments. Everly, Harwood and Broxa all have private outside areas that guests can use to smoke in. For guests staying in Langdale and Ganton apartments we ask that they smoke outside at the front or rear of the property at ground level.

Question 16

Is there a bath or shower in the apartment?

Accepted Answer

All apartments contain either showers or a shower and bath. Please check the detailed information for each of the apartments to see which these are.

Question 17

What facilities are there in the apartment?

Accepted Answer

All the apartments in Derwent House Apartments benefit from standard amenities. The detailed list of amenities that are in the apartment can be found in the apartment information section on the website.

Question 18

What happens if something is damaged?

Accepted Answer

If something is damaged or broken during your stay with us, please just let us know! We have worked in the hospitality industry for quite some time and are aware that accidents happen. We request that guests please inform us of any of these as we can usually resolve the problem and we want to maintain the highest standards for future guests. Your honesty is very appreciated.

Question 19

What happens if I cancel?

Accepted Answer

In line with our cancellation policy, deposits are refundable up until 7 days prior to arrival. Cancellations after this point will mean deposits cannot be refunded. Exceptions have been made in extreme circumstances but this should not be expected as a given.

Question 20

What cleaning protocols are in place?

Accepted Answer

Our cleaning team has decades of experience working in hotels and luxury apartments and ensures the utmost hygiene and cleanliness of the apartments. The team follows a very thorough cleaning checklist and all cleaning procedures are in accordance with COVID-19 practices.

Question 21

Where is the fire evacuation meeting point?

Accepted Answer

There is a fire evacuation plan in the handbook for all the apartments as well as on the apartment front doors. In the event that the fire alarm sounds we ask that all guests evacuate the building and head to the meeting point which is situated in the esplanade gardens opposite the building.

Question 22

Do I have to clean before I depart?

Accepted Answer

If guests are able to tidy up before they depart then this would be much appreciated. Our dedicated team of cleaners will do a thorough cleaning of the apartment once you have left but anything you can do to aid them before you leave would be appreciated.

Question 23

I loved my stay, can I book a guest voucher for someone else?

Accepted Answer

We always look to provide guests with an unforgettable stay and are always pleased when we receive word of mouth referrals and friends of previous guests. If you wish to purchase a guest voucher for a friend then please contact a member of our team and we will be happy to arrange this for you.

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