Faq

General

What to expect in our serviced apartment

Are you visiting London for a short trip or an extended stay and are looking for a comfortable vacation rental or temporary accommodation? Then in one of our apartments you will have a living room to relax or entertain, space to work and if your mood takes you, you can prepare a meal. Hotels are great but our apartments are so much better. With so much extra space you will have space to relax and really enjoy your stay.

Are the apartments centrally located?

The apartments are in a 19th century townhouse situated in the heart of London’s famous Portobello Road, Notting Hill Gate. It is just minutes from the antiques market and Notting Hill Gate tube station. Notting Hill is a fashionable and trendy location offering many restaurants, bars, shops and theatres. It is within easy walking distance of several London attractions including, Hyde Park, Kensington Gardens and a short distance to the V&A, Science & History Museum.

Are the apartments furnished?

Each apartment is fully-furnished with bedroom(s), bathroom(s) and living room with kitchen. Each apartment also includes a TV refrigerator, cutlery, towels and bed linen (+ sofa-beds in most apartments).

If I stay in a serviced apartment - what do I need to bring?

Start with your toothbrush! Most everything else is included. All housewares, linens, extra sheets and towels, everything for the kitchen, place settings for the dining room - even wine glasses. When you stay at Portabella Rd you have complete residential experience and you can settle into your apartment and make it your own.

Do you have any non-smoking apartments?

We are strictly NON smoking, and this information has been communicated through all our sales channels, as well as on our T&C’s. We have also published numerous no smoking signs throughout the building.. Management reserves the right to charge a penalty for anyone in breach of our no smoking policy. You may also be asked to leave, without refund.

Do you provide luggage storage?

Not at this stage but this is something we are considering.

Is linen/ toiletries/ basic kitchen stuff included?

YES - We have taken the essential bits of staying in a hotel, and added them to the benefits of staying in your own serviced apartment. So, whilst you are getting all that extra space and freedom, you aren’t sacrificing on the things that matter.

Do you offer cots and highchairs?

Yes, COTS & HIGH CHAIRS are available to hire on request. We do not provide linen for the cots. Please let us know you when you book. There is also a welcome pack of tea, coffee, milk pots, sugar, dishwasher tables, cleaning solution, cleaning cloth, sponge and tea towel. Don’t forget all serviced apartments also have other hotel essentials such as hairdryers, iron and ironing board, laundry facilities and so much more.

Costs and Reservations

How much does each apartment cost?

All of our prices are nightly. All prices quoted for accommodation or any extras are subject to VAT at 20%. For accommodation the rate of VAT is reduced to 4% after 28 days. For full details of prices, special offers and availability please contact our client relations team or see the website.

What booking deposit is required?

No deposit is required in order to secure a booking. 50% of the money will be taken 10 days before arrival . The balance on the booking will be charged upon arrival

Is a security deposit required?

Yes, a security deposit will be required upon check-in. A charge of £50 per person is applicable. Please be advised that only ONE cash or credit/debit card payment can be made in respect of the apartment security deposit, which will be the responsibility of the lead guest. Individual per person payments are not permitted and the lead guest will be responsible for the conduct of the occupants. The payment will be used to cover incidental items including, but not limited to, breakages, damage to property, additional cleaning costs due to the apartment being left in an unacceptable state, excessive electricity usage, and breaches to regulations such as smoking in the rooms or causing disturbance of other guests enjoyment of the property. Security Deposits may also be used by Management in the event of unauthorised extra guests using the room and facilities. If the Security Deposit is paid in cash, it will be refunded upon departure, they will be refunded as per the issuing bank’s policy. Typically this may take between 3-10 working days, however some banks do take longer.

What is your cancellation policy?

Cancellations must be made by e-mail to info@***.com. Confirmation of the cancellation will then be sent to you. Cancellations must be received prior to 12 noon (GMT) 10 working days before the arrival date, and received by email to info@***.com. No further charges will be made for cancellations received prior to this deadline save credit card transaction fees. If Client notifies of cancellation after 12 noon (GMT) and within five days of the arrival date 50% will be charged, if the client fails to arrive, the full amount will be charged and is non-refundable.

How do I make a reservation?

Making a reservation is easy. Simply book online or call our global reservation centre. You will speak to a Portabella associate who can assist you in making a reservation. You can also book a serviced apartment online either with our 'Book an Apartment'

I want to extend my stay, can I do this?

All subject to availability. Please contact our client relations team at least 14 days prior to your original departure date. We will try to accommodate extension requests with less notice than this but if there is any availability it will be limited.

Is there a minimum length of stay?

We accommodate guests for all lengths of stay from 3 nights to 3 years

Is there a special rate for longer stays?

Our prices vary according to the length of booking and the serviced apartment selected. Please talk to our client relationship team to discuss your requirement

Once in the Apartment

Who will meet me at the apartment?

No one will meet you at the apartment. You will have your entry codes and of course our 24 hour help desk. Should you require additional housekeeping or even someone to help with cases then please let us know so we can arrange

How is the key handover arranged?

There is no key. You will be emailed an entry code for the front door and your room. If you forget this please phone the 24/7 reception who will be delighted to help you

What time is check-in/check-out?

Check-in is at 14:00, and check out is at 11:00 am. Depending on the availability of the apartment you may be able to check-in or check-out of your apartment earlier than this, though this cannot be guaranteed.

What happens if there is a problem with something in the apartment?

Our in-house maintenance team provide 24 hour emergency call out service to deal with every eventuality.

How often is housekeeping service provided?

All apartments and houses are serviced twice a week by our housekeeping team. This standard service is included within the apartment rate, additional service is available on request, at an additional charge.

How often is the linen changed?

Fresh clean bed linen and towels are provided once a week as part of our regular housekeeping service.

Are the apartments safe?

The safety of our guests is our top priority. Our serviced apartment buildings are fitted with coded electronic entry systems both to the front door and each apartment. We provide a 24 hour emergency support line to assist should the need arise.

Is the reception desk open 24 hours?

Yes, - the virtual reception desk is open 24 hours a day. They will deal with all enquires.