Guest General Info and FAQs

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Guest General Info and FAQs

Who are City Booker and how do you work?

Established in 2008 and based in Paddington, we specialise in London vacation rentals and short stay managers.

Owners of London apartments and houses trust us with their homes so that we can accommodate guests from all over the World. We normally let the apartments from 2 nights up to 6 months.

Our Properties


Most of our apartments are located in central London (zone 1) but we also have other apartments in zone 2, 3 and 4. The majority of our clients want to be in central London near to all the famous London attractions so we work hard to try and find the right homes in different locations all over London to accommodate all clients.


Our clients require short stay London accommodation that is a clean and comfortable home in central London. All our properties are located in very safe and secure neighbourhoods that we're happy to recommend to our clients and each home meets our strict selection criteria which is based on quality standards of comfort, furnishing and equipment. We worry about these things so you don’t have to.

Finding your Perfect London Home

Since all our London homes meet these essential standards, all you need to do is select the right apartment for you. We can help you choose the right apartment or you're welcome to book it on this website straight away.

We pride ourselves on our great customer service so if you need any help or assistance feel free to contact us any time.

Making Your Reservation

Once you’ve chosen the apartment you can book it online using your credit or debit card (we accept all major card, including AmEx).

For you're peace of mind our website uses industry standard encryption to ensure security. Our payments are also processed by Sage Pay and protected by SSL.

Payments, Cancellation etc.

What Do I Pay, and When

Your total booking amount includes you're rental fee and booking fee. All the amounts are in GBP (£).

To secure your reservation you will need to pay 100% now.

What's your cancellation policy?

You can cancel your booking any time and you'll receive a full refund, no questions asked, (unless you book within 28 days of your arrival date). Just send us an email with your reservation number. If you want to cancel, we will refund whatever you've paid if we can re-let the property over your dates. We recommend that you take out travel insurance to protect you from any losses which may result from you having to cancel.

Can I change my booking?

This depends on what changes you want to make. If you wish to change apartment, then this involves a cancellation (see above). But if you want to change you're dates, then this is fine but it is obviously subject to the apartments availability and any difference in the price. If you need to change your party size just let us know and we will do our best to accommodate you.

Arrival & Check In

Check in is from after 3pm. Prior to you're arrival we will email you to arrange a check in time for you, and to arrange for one of our check in managers to meet you at the apartment when you arrive to help you settle in and to answer any questions you may have.

If you are arriving late at night or at a certain time of the year (e.g. Christmas) then we'll need to possibly make alternative arrangements with you to check in but we will explain this to you in advance of you're arrival.

If you are arriving early, then we may be able to help you check in before 3pm but we will only know a few days before you're arrival. If you need to arrive at a certain time then please book an extra night one day before you arrive.

During Your Stay

How will the apartment be prepared for my arrival?

We professionally clean the apartment before you arrive. We provide all the bed linen and towels for each person.

How are the apartments equipped?

We provide all the appliances you'd expect in a normal home, but please see the “amenities” list on the apartments webpage for the specific info. All apartments have FREE Unlimited Internet Access. When you arrive at the apartment, you will find a folder with information about your apartment including how to use the appliances, where to throw out the rubbish and what to do when you checkout. Also we include guides on what things to do while you are in London.

If we have a problem during our stay who do we contact?

We will provide you with several phone numbers of our different members of staff so you will always have at least 3 phone numbers of our managers to help you if you need to contact us 24/7. Or you are also welcome to email us any time and we will always do our best to help resolve the problem as quickly as possible.


What's a self catering "flat"?

A flat is a British word for an apartment.

Can I view the apartment before I book?

Yes, you're welcome to view the apartment before booking, however, if there occupied then we can not disturb our guests privacy. so that is why we have many photographs, floor plan and a video of each apartment on our website. We also have photos of previous guests inside each apartment with video testimonials of many guests who have stayed in the apartments, so you can book with us with confidence knowing that all our apartments are real and the photos we take are genuine of what the apartment actually looks like.

Who stays in your apartments?

Everyone: from couples, families, business travellers and friends. Our self catering London apartments for short term holiday rentals are very popular with many people from all over the World. each apartment have been carefully selected for comfort, style, safety, quiet and peaceful. Also they are within easy walking distance to the nearest tube station, supermarket, restaurants and shops.

Can I book an apartment in London tonight?

If an apartment is available you are welcome to book it through this website 24/7. However please try and contact us ASAP, so we can arrange to check you into our short term London accommodation at a time that suits you

Do the apartments look like the photos?

Yes. We professionally clean and carefully maintain each London apartment throughout the year by constantly checking each apartment with our cleaners, check in managers, office managers and handymen to maintain a high standard. Also we constantly paint, renovated and decorated all our apartments each year.

What are your Check In and Check Out times?

Check in time is normally 3pm and check out time is before 10am. (Unless we have agreed beforehand a different time with you which is subject to availability).

When I arrive in London, how do I check-in?

Once you book the apartment online we will email you the apartment address and you just need to email us back what time you arrive into London so we can arrange for one of our check in mangers to personally meet you at the apartment when you arrive. So all you need to do is come to the apartment address and our friendly member of staff will check you in and we will give you a set of keys for the apartment. (If you are travelling from the airport we can arrange for a taxis to collect you and take you directly to the apartment).

I arrive at the airport very early in the morning or very late at night, so how can I check-in?

Our normal check-in time is from 3pm onwards. But if the apartment is empty, you are welcome to check-in earlier or later. But if the apartment is occupied by the previous guests, then we need time to clean it and get it ready for you.

Is the apartment secure?

All our apartments are very safe and secure because we provide you with a set of keys for the apartment building and for your front door. Some of our apartments are in secure buildings with CCTV cameras and 24 hour concierge desks.

I've never been to London before. So can you help me with advice on what to do in London?

We're always really happy to help all our guests with advice and tips on how to make you're stay in London as wonderful as possible. Because we think that London is the Best City in the World we have former tour guides working with us to help you with any information you may need about London. Also we can help you get discounted Theatre Tickets and VIP fast tract entry tickets to London Attractions and Sightseeing Tours. These tickets will help you save you time and money!

Is smoking allowed?

No, we do not allow Smoking inside the apartment. However you are welcome to smoke outside on the balcony, terrace, garden or outside on the street.


Is there internet access?

YES each apartment has FREE Unlimited WI-FI Internet Access

Do you provide bed linen and towels?

Yes we do provide provide you with hotel standard comfort and quality bed linen and towels in each apartment.

Are the pillows, mattresses and beds comfortable?

We buy new beds, pillows, sheets and mattresses for each apartment which are superior quality and our guests tell us that the beds, mattresses and pillows are really comfortable. We also provide quality linen and duvets.

What is the bed configuration? Can you arrange them as double or twin beds if required?

All our studio and one bedroom apartments have a double bed with a sofa bed in the living room. For two bedroom apartment we also have a double bed in one bedroom and 2 single beds in the second bedroom with sofa beds in the living room.

Does the apartment have plates, cutlery, pots and pans?

Yes, each kitchen is well equipped to cater for family cooking.

Is there a bath or shower in the bathroom?

There is a bath with a shower in each bathroom and each apartment has hot water 24/7.

How many TV sets are there in the apartment?

We normally always have one big Plasma TV in the Living Room but sometimes there is also a TV in the bedrooms.

How many TV sets are there in the apartment?

We normally always have one big Plasma TV in the Living Room but sometimes there is also a TV in the bedrooms.


Are your apartments child friendly?

Yes. Children are welcome in all of our apartments.


Are the neighbourhoods safe?

Yes, of course. Because we carefully select each apartments we make sure that they are in safe neighbourhoods because most of our customers are either women or families with young children. Our guests regularly tell us how safe they feel walking back to the apartment during the day or at night and that's why we have a lot of repeat bookings each year.

Where is the nearest Supermarket, Tube Station, Shops, Restaurants & Cash Machine (ATM)?

All our London vacation apartments are located mostly in central London zone 1 and zone 2, it is only a few minutes walk to the Supermarket, Shops, Tube Station, Restaurants and Cash Machine (ATM). Our London apartments are always very popular because they are all located in great areas of London.


How can I book an apartment?

Just type in the dates you want to stay in the check in and check out section at the top of the page and then a list of available apartments will appear for you to choose from and then just click on the "Book Now" button and complete your details and the apartment will be booked for you.

How can I book an apartment?

Just type in the dates you want to stay in the check in and check out section at the top of the page and then a list of available apartments will appear for you to choose from and then just click on the "Book Now" button and complete your details and the apartment will be booked for you.

What is included in the price?

All our prices include the Gas, Electricity, Water, Council Tax, TV licence and FREE Unlimited internet Access.

Are there any discounts available?

We try and keep our prices as low as possible but If you are on a budget then please contact us and we will try our best to help you.

What's the minimum stay?

Normally 2 nights but it depends on the apartment so please check each apartment's minimum stay requirement.

What's the minimum stay?

Normally 2 nights but it depends on the apartment so please check each apartment's minimum stay requirement.

Do you take a booking deposit?


Will you return my money if I have to leave London earlier than expected?

If you need to leave the accommodation earlier then there is no refund unless we can re book the apartment.

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