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.