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BOOKING, PAYMENT AND CHECK IN

How do I book?
The easiest way to book is online through our direct website. Alternatively you can call us and book over the phone.
How do I book one of the bespoke stay services?
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.
When will I receive my booking confirmation/directions?
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.
Who do we contact before we arrive?
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.
Do you take a security deposit?
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.
How do I collect the keys at check-in?
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.
What time is Check-In?
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.
What time is Check Out?
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.

FACILITIES AND ACCESSIBILITY

Is there parking available?
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.
Does the apartment have lift access?
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.
Is there WiFi available?
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.
Can I bring a pet with me?
Unfortunately we are unable to accept pets in the apartments.
What size are the beds?
The apartments contain beds of varying sizes. Please check the detailed information for each of the apartments to see the specific bed sizes.
Do I need to bring my own towels?
At Derwent House Apartments we supply all towels and linens. This includes two bath towels and hand towels for each bedroom.
Can I smoke in the apartment?
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.
Is there a bath or shower in the apartment?
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.
What facilities are there in the apartment?
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.

OTHER

What happens if something is damaged?
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.
What happens if I cancel?
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.
What cleaning protocols are in place?
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.
Where is the fire evacuation meeting point?
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.
Do I have to clean before I depart?
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.
I loved my stay, can I book a guest voucher for someone else?
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.

DIDN’T FIND WHAT YOU WERE LOOKING FOR?

For further enquiries please get in touch.

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Sustainability

At Derwent House, we’re aware of the harmful impact that products and behaviours can have on the environment, especially in the travel industry. That’s why, where possible, we ensure that all of our cleaning products and toiletries are from brands that share our vision for a greener planet.

In the construction phase of the building, we ensured that insulation and heating controls reduced the need for excess energy usage. Oh, and we don’t use any single-use plastic either.

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