Dear Guests,

In light of the on-going developments of COVID-19, we are working tirelessly to assist those who require assistance in this challenging time.

As such, we have taken the opportunity to take a moment to address our clients who are currently in house in addition to outlining booking options for upcoming stays.

For In House Guests:

We would like to take this opportunity to inform you that we are still open and operating in London and around the world for Keyworkers. Whether you require serviced apartments for a few days, or one to self isolate in, we are able to help you with finding the perfect option. If you have any enquiries please contact your account manager or send an email to [email protected].

Further to the lastest government guidelines to contain and fight the spread of the virus, we had to take extraordinary measures to guarantee our guests and staff health and safety.

Therefore our Operations Department have to reviewed our Meet and Greet, Housekeeping and Maintenance procedures to comply with the new UK Covid-19 guidelines.

Please see below our updated procedures.

Guest Services:

  • Our guest service representative will be at 2 meters distance from the guests.
  • Guest services will wear mask and gloves.
  • Guest Services will not touch or carry any guest belonging.
  • Guest services will complete inspections in advance of the Check-In..
  • Any guest communication or enquiry to be followed via email or phone [email protected] / 0203-701-3010 (Reservation Lines Available 24/7).


  • Teams will no longer be carrying out a cleaning service inside of the apartments.
  • We will leave fresh linen, towels, toiletries, toilet roll, tissues and bin liners inside behind the door on the usual service cleaning days.
  • Collection: Please leave used linen and towels inside behind the door for us to collect, we will be providing sufficient bags for this.


  • It has also been necessary for us to stop the maintenance team attendance.
  • Guests should continue to report maintenance issues in the usual way via email or telephone.
  • We will respond to maintenance issues based on the severity of the situation.

It is very important that guests notify us if they are self-isolating, or if they are confirmed or suspected of COVID-19. Please also inform us if the guests is a keyworker.

If you have any further questions please do not hesitate to contact us through the iive chat on our website, or via email at [email protected] which is available 24/7.

For New Bookings:

Flexible Cancellation: If you book accommodation with us for the future months in this uncertain climate, we will offer you flexi- cancellation up to 24 hours in advance. Before cancelling, we encourage clients to postpone to a more suitable time.

Deposit now, pay the rest in full later: We have introduced a deposit now scheme, where guests can pay 25% the total value of their stay now to hold the booking and pay the remaining balance of their stay 24 hours before they arrive. You will notice this at the check out.


In response to the COVID-19 pandemic, we'd like to introduce a security protocol in Service Apartment, providing you and our employees with conditions for both comfortable and safe stay and work. Our code of good practices is based on three principles - Safe guest, Safe stay, Safe employee.

The Code follows the current Regulation of the World Health Organisation. At the same time, we would like to inform you that all detergents and materials used for disinfection have the necessary anti-virus and bactericidal certificates.


Meet & Greet takes place individually and 2 meters social distancing will be followed Hand sanitizer, gloves and mask to be provided upon request Safe distances have been set for guests waiting in line at the concierge. The maximum number of guests staying in the property lobby is subject to extent of the concierge place.

The check-in procedure includes mandatory health declaration. Failure to express the statement may result in the inability to provide serviceThe Guest Service.

Team work in disposable gloves and masks, and the registration procedure takes place through a protective glass or in face shields.


  • We have a 24h window after a guest check out before our Housekeeping team access the apartment
  • After every check-out, the whole apartment is disinfected by a fogging machine with advanced silver stabilised hydrogen peroxide ecological disinfectant and biofilm remover. Additionally, we will carry out complete disinfection of furniture and equipment available in the room, paying specific attention to handles, telephone, kitchen, bathroom, and TV with remote control.
  • Where there is a confirmed or suspected case of Covid-19 from the previous occupant, we allow 72 hours to elapse before our cleaning team enters the apartment. The bedding is changed according to safety standards and using disinfectants such as Super ozonit, meeting European standards EN 14476.
  • The Linens & towels are washed in a 65 degrees’’ temperature to kill all germs and bacterias
  • Weekly cleaning takes place only at the guest's request, taking all necessary precautions. The procedure is supplemented with thorough ventilation, each time disinfection of furniture and equipment available in the room.
  • Cleaning staff work with gloves, masks and any mandatory PPE while maintaining a safe distance from guests.
  • During cleaning works, the housekeeping carts are protected with a protective foil, the vacuum cleaners are disinfected each time and the cleaning materials are used to only one apartment
  • During cleaning works, the housekeeping carts are protected with a protective foil, the vacuum cleaners are disinfected each time and the cleaning materials are used to only one apartment All apartments provide information on the applicable security policies and procedures.
  • Our front office teams are happy to assist with organising shopping deliveries and ‘click and collect’ orders ( Extra cost to be applicable)
  • Additional sets of linen are available on request There is no risk of cross contamination between apartments through either the air conditioning or ventilation systems.


  • All employees are regularly trained in compliance with safety standards and procedures in accordance with the requirements of WHO, IGHP and GOV instructions.
  • After coming to work, each employee undergoes a well-being checkup, in case of negative symptoms the employee is not allowed to work
  • Each employee performs his/her duties in accordance with the requirements. This includes using disposable gloves wearing a mask or protective helmet, in parts of the facility where direct contact with the guest takes place.
  • Employees have access to disinfectants : liquids, wet wipes and personal protective materials. A rotary work system is introduced in all departments. frequently asked questions page.
Schedule a call back in your preferred language with our reservations team.