FAQ’S | UR STAY SERVICED APARTMENTS
Have a question or query?
We have listed the most common questions and answers below.
However if you have a specific question please call us on
01162489244 Or email email@example.com
What time Is Check In and How Do I Collect Keys?
Who Do I ring For Key Collection?
For Key Collection Please Call Our Check In Agent on 01162489244 or 07392374118 – 1 Hour Prior To Arrival.
Is There A reception?
Our reception area is located on the 4t floor apartment 12a in our Templar House building in Leicester.
When Is Payment Taken?
Payment Is Taken On The Day Of arrival, unless you have booked a non-refundable rate.
Do I Need To Bring My Own Towel And Toiletries?
Do You Provide a Welcome Pack?
What Else Is Provided n The Apartment?
Washing up liquid
Multi purpose cleaning spray
Bin bags / J cloth
Iron and ironing board
Is There a Information Pack In The Apartment?
Instruction manuals for all appliances
Media guide ( operating instructions for the TV and ROKU BOX )
Guide to Leicester
Useful contact numbers
What TV channels Do You Offer?
Standard TV offers the full range of FREEVIEW channels
We have also equipped all apartments with a ROKU media streaming device which give access to the following:-
NETFLIX- ( free movies, cartoons and TV shows on demand / Hollywood / Bollywood and Manga )
YOUTUBE- (Internet based Programs / clips / channels )
CRUNCHY ROLL – ( Manga cartoons )
Various internet comedy channels
Various cookery channels
A range of internet based TV channels
Various International TV channels including Arabic/French/German and Spanish
Is WiFi Provided?
How Do I Check Out?
On departure at the agreed time an agent will meet you at the property to collect keys and hand back deposit.
An agent will contact you the night before check out to confirm departure time.
We also offer a self check out service, if you prefer this option, please notify us and instructions of where to post keys will be provided.
What If I Want A Late Check Out?
Late check out can be arranged up to 5pm and subject to availability.
Charged at £35
Can I Extend My Stay?
How Often Will The Apartment Be Cleaned?
Do You Provide Dishwasher tabs and Washing Machine Tabs?
Do I have To Pay A Security Deposit?
For corporate guest this can be secured against a corporate guard or a official deposit waiver signed by head office.
NOTE: A SECUIRTY DEPSOIT FORM MUST BE SIGNED WHEN COLLECTING THE KEYS, WHICH OUTLINES ALL TERMS RELATING THE THE DEPOSIT AND LISTS ALL ITEMS IN APARTMENT AS WELL AS ANY PRE ARRIVAL DAMAGES.
How Do I Book / Make Payment?
You can pay by BACS, for which we will email you an invoice.
You can by over the phone
Full payment is taken on the day of booking to secure the property; a full refund will be given if cancelled within the cancellation policy.
A receipt will be emailed to you along with your booking confirmation, as well as a hard copy receipt which will be handed to you on the day of arrival.
What ID Do I Need To Bring With Me When Checking In?
For cash payments. On arrival you will need 1 form of photo ID. Either a passport or driving licence.
NOTE: KEYS WILL ONLY BE HANDED OVER TO THE CARD HOLDER. UNLESS STATED OTHERWISE ATTHE TIME OF BOOKING. ANY NAMED GUEST OTHER THAN THE CARD HOLDER MUST PRESENT PHOTO ID BEFORE THE KEYS WILL BE HANDED OVER TO THEM.
What If Someone Else Is Paying For My Stay and Will Not Be Present At The Time Of Checkin?
What if I need to self isolate in the apartment due to a positive covid result and or symptoms?
Guests with confirmed or suspected COVID-19 should return home quickly and directly if they reasonably can, but this may not always be possible. In this event the following will apply.
Advice in England has now been amended to period of isolation of 5 days. Guest are advised to remain in their apartment except in a few specific circumstances, including urgent medical assistance or accessing critical services and Limit outside visitors to room to medical personnel only. Requests for service or assistance should be made remotely by telephone or text (not face to face) to 07392374118 . Cleaning/housekeeping to be suspended until the isolation period is over, linen and towels can be given and left outside the apartment door. Food/grocery deliveries can be sent to our back office – apartment 12a Templar House, so that a member of staff can then bring it to the apartment. If the fire alarm sounds, normal evacuation procedures should be followed. A staff member will arrange for the guest to be supported and isolated from other guests at the assembly point.
The guest should contact management prior to checking out/departure to provide update. Self check out details will be given.
Who to contact if guest becomes unwell? Call 111 or their GP for medical advice. If medical emergency call 999
What If I Want An Early Check In?
Early check out can be arranged from 12 noon onwards and is subject to availability.
Charged at £35