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frequently asked questions

frequently asked questions – about our serviced apartments

If you still require further information, please do not hesitate to contact our Client Reservations team who will be happy to help you.

about serviced apartments

why book a serviced apartment?
A serviced apartment is a cost effective alternative to a hotel, which offers greater space, comfort and privacy. All of our apartments are carefully designed to make you feel at home and afford you the same independent lifestyle you are used to.

what types of accommodation are available?
esa offers tailored accommodation solutions for any requirement, whether you are travelling on business or relocating with your family. We have an extensive portfolio of properties throughout the UK and we work with a global network of partners, ensuring we can offer you an accommodation solution in your selected location for any length of stay. Our apartments and houses are suitable for a variety of needs and work particularly well for lone travellers, colleagues sharing or families. All our modern properties have been built or refurbished recently and are finished to a high standard with contemporary furnishings and fittings.

booking & costs

how do I reserve an apartment?
It’s easy to reserve your apartment or house with esa. Simply contact us using one of the methods below to make an enquiry or booking:

Once we have received the booking request we will respond to you within 2 working hours.

do you accept last minute bookings?
We always try our best to accommodate every request, so if we have availability, you can book an apartment up to 2.30pm on the day of arrival (subject to cleared payment). Please note that some special requests may not be available for last minute bookings.

how much does an esa apartment cost?
Contact our helpful Client Reservations team for full details of prices, special offers and availability. All of our prices are quoted on a nightly basis and rates may vary according to demand, location and seasonality. All prices quoted are subject to VAT at 20% for the first 28 nights and 4% thereafter.

when is my booking confirmed?
We can confirm your booking once payment has been received. Please see below for details of when payment is required.
If you do not have credit facilities with us, then prior to confirming we will require:

  • full payment, for bookings less than 28 nights
  • payment for the first 28 nights, for bookings of 28 nights or more ( followed by month-to-month payments thereafter)
  • a security deposit for private stays of any length

can I extend my stay?
Should you need to stay longer than planned, we offer an opportunity to extend your stay, subject to availability. Please refer to our full terms and conditions for further details.

can I cancel or shorten my stay?
We understand that sometimes it can be necessary to cancel or shorten your stay. Cancellation terms may vary according to the length of stay, so should you need to amend your stay for any reason, please refer to our full terms and conditions.

can I get a special rate for longer stays?
Rates vary depending on the number of nights booked; longer stays incur lower rates. Please talk to our Client Reservations team to discuss your requirements.

what is included in the price?

  • fully furnished accommodation
  • full use of apartment facilities
  • Wi-Fi1
  • Sky TV with sports package2
  • a welcome pack of essential groceries
  • complimentary luxury toiletries
  • a weekly housekeeping service
  • dedicated Guest Relations team
  • out of hours emergency3 services
  • all household bills

1cap per month is 40GB; billable at £2.00 per GB thereafter
2except in a minority of buildings where the service is not available; there will be Virgin TV or Freeview TV instead
3call-outs not of an emergency nature may incur additional fees

what additional services are available?

  • out-going phone calls – an account will need to be set-up
  • additional housekeeping services
  • additional guest services
  • additional business services
  • extras (i.e. baby cots)

These services may incur an additional cost, please discuss your needs with a member of our reservations team.

what is included in the weekly housekeeping service?

  • fresh linen and towels
  • freshen up of apartment
  • toiletry replacement (i.e. hand soaps and toilet rolls)

is parking available?
Parking is available on request for selected apartments, however it is subject to availability when placing an apartment on hold. We always do our best to accommodate parking requests, however we cannot guarantee parking will be available. If we cannot provide parking, the guest is responsible to source and pay for their own NCP.

apartment location & facilities

what facilities are available in my apartment?
All our apartments and houses are fully furnished and offer guests every convenience. Guests have their own living space, bedroom, kitchen and bathroom. All properties are supplied with fresh linen, towels and luxury toiletries. Kitchens are equipped with refrigerator, cooker and hob, microwave, saucepans, cutlery and crockery and washing machine. Living areas have a CD / DVD player, flat screen TV and digital TV. A hairdryer, iron and ironing board are also provided.*
*except in a minority of buildings

can I change my bed configuration?
The majority of our apartments have double beds that can be replaced with a twin bed option upon request (subject to availability). Some of the larger properties may have single beds in the smaller additional bedrooms. Full details regarding the configuration of each property can be obtained from our Client Relations team prior to making a booking.

can I smoke in the apartment?
We operate a strict no smoking policy in all our apartments and houses.

can a cot be provided?
We can arrange for a cot to be provided, subject to availability. Please request the cot at the time of booking.

is there a lift/elevator in the building?
Many of our buildings have lifts/elevators. If you have any special access requirements, please contact our Client Reservations team prior to booking.

how many people can the apartment accommodate?
The number of people permitted to occupy each serviced apartment is limited to the number of beds. The number of people occupying the apartment must be agreed at the time of booking. However guests are welcome to have the occasional visitor to stay.

is my accommodation located near local amenities?
All of our properties are carefully selected for their close proximity to local amenities and access to main transport links and local facilities. If you have any questions or concerns about the location of our properties, please contact our Client Reservations team in advance of your stay.

can I bring my pet?
Pets are welcome in some of our properties. Please speak to our Client Reservations team for more information about which of our properties allow pets.

arrival & departure

what time can I arrive?
Your apartment will be available from 4pm, however please speak to our Client Reservations team if you require an earlier arrival time and we will do our best to accommodate your requirements.

how and where can I collect my keys?
A member of our Guest Relations team will meet you on your arrival to hand over your keys, no matter what time you arrive.

can you arrange a collection service?
If you are arriving from overseas, we can organise a pick up from the airport by one of our approved and trusted suppliers. Please arrange this at time of booking. An extra charge will be incurred for airport collections.

what time is check out?
We politely request that guests check out by 11.00am. If you require a late check out, please contact our Guest Relations team more than 24 hours in advance of the standard check out time. Late checkouts are subject to availability and incur an additional charge of £40.

guest services

what happens if I need to make contact with you during my stay?
We have a dedicated Guest Relations team and a 24 hour emergency support team on hand.

useful links

Ready to book? Follow the links below to enquire about our serviced apartments, book a viewing or browse our other locations.

useful links

Ready to book? Follow the links below to enquire about our serviced apartments, book a viewing or browse our other locations.

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esa locations

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