Starting your London onefinestay

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In London we are partnering with OneFineStay to provide with excellent accommodations for our clients. Here are quick OneFineStay FAQs

Everything you need to know about arriving and checking-in (and checking-out) for your stay with us.

We know that you might have a lot of questions about your booking with onefinestay: how to check-in, how you get the keys to the home, what will be provided for you. Don’t worry, you’re not the first people to ask. That’s why we’ve prepared this information for you.

FAQs

Checking-in

We might not have a lobby, but it’s still just as easy to check-in

1. Does someone from onefinestay meet us at the home?

Yes, one of our Meeters & Greeters will be waiting there for you when you arrive. As they get there a bit before you, they’ll be inside the home. So do please ring the doorbell, buzz the buzzer or knock on the door. Because we send one of our friendly faces from our office, it’s really important we know your arrival time. If you are going to be running late, or indeed early, please let us know as soon as soon you can so that we can we can reschedule your check-in appointment.

2. Who is the ‘lead guest’ you refer to?

The lead guest is the person who actually checks in. This person can be different from the one who booked the home, but you must let us know if that’s going to be the case when you book. One other thing – the lead guest must be over the age of 25.

3. Do we need to bring any form of identification?

Yes, the lead guest will have to, so we can check their details against the booking record, and make sure it is their credit or debit card they are using to pay the security deposit (see ‘Do you need to take a security deposit for our stay?’ below). So do please make sure the lead guest has some photo ID with them, specifically a driving licence or passport. If we don’t have this, we won’t be able to check you into the home.

4. Do you need to take a security deposit for our stay?

Yes. When you arrive we’ll ask the lead guest for a standard security deposit, taken in the form of a hold, not a charge, from either a credit or debit card (we don’t accept cash, credit notes or vouchers for this). Providing no damage occurs, this hold will be released after your stay.

5. Can we organise for the deposit to be paid before we arrive?

In certain circumstances we can allow the booker to provide the security deposit before the stay, so that the lead guest can check-in without having to go through the process. For that to happen, the booker will need to complete a third-party billing authorisation form (not as scary as it sounds, honest), as well as provide copies of both sides of the credit card to be authorised, and their photo ID (passport or driving licence). Don’t worry, our team can help you out with all of this.

6. Keys – how many sets will we get?

You’ll normally receive two sets of keys per home, although for some of our properties this may vary. The Meeter & Greeter will give them to you once the lead guest’s ID has been checked, and the security deposit taken.

7. Are there rules we have to follow when we’re in the home?

Yes, absolutely. Each home has some House Rules, unique to it, set by the host. These will be presented to you, and explained, by the Meeter & Greeter at check-in, along with details of the wifi network and password in the home. Please make sure you do stick to the rules.

Checking-out

Leaving the home you're staying in is easy

8. Will someone from onefinestay be there when we check out?

We don’t meet you when you check-out however we will pop round to the home after you’re gone (see ‘Returning your security deposit’ below). If you have any questions about checking out, you can always call one of our team.

9. What do we have to do when we lock up the home?

Not much at all, however it varies from home to home and therefore your Meeter & Greeter will explain exactly what you’ll need to do when you leave the home. In addition, it will be explained on the House Rules, a copy of which will be given to you upon your arrival.

10. What about our deposit… how do we get that back?

Once you’ve departed, our team come round to check the home for any damage and to prepare it for the next booking or the host’s return. Providing they don’t report any damage, we’ll then release your security deposit.

Check-in & check-out times

Whether you need to arrive early, or late, we can handle it

11. What time is check-in? And, for that matter, check-out?

Standard check-in is between 16:00–22:00. Standard check-out is any time before 11:00.

12. Can we leave our bags with you if we arrive a bit early?

Yes. If you know that you’re arriving between 12:30-16:00, tell us and you can choose to use our free bag drop service, rather than checking-in after 16:00. The process is the same: we meet you at the home, take the security deposit and check ID, so you can then get the keys, drop your bags and then leave the home whilst we continue to prepare it. You can then return any time after 16:00. It’s a great chance to start exploring the local neighbourhood where you’ll be staying.

13. Do you offer an early check-in?

Of course. We know that not all flights land at sociable hours. If you’re arriving between 07:00–16:00, we can offer you an early check-in. In these cases we block the home off to all other bookings the day before your arrival, so we have enough time to clean and prepare it the night before your check-in. This is subject to home availability and charged at 75% of the cost of the nightly rate of your booking.

14. What about a late check-in?

If you’re arriving between 22:00-00:00, you can check-in for an additional £50. Please let us know before your stay. If you think you’re going to be arriving between 00:00-07:00, please call the team for further help.

15. And if we need to, can we check-out late?

Yes, although you will have to have left by 20:00. This is subject to the home’s availability and will cost 75% of the nightly rate of your booking.

16. Do you have places where we can store our luggage?

If you are arriving between 12:30–16:00, you can opt for the bag drop option (see ‘Can we leave our bags with you if we arrive a bit early?’ above), which will enable you to leave your bags at the home. For any other times, we recommend using a luggage storing facility at one of London’s main railway stations. You can find more information and see which stations at www.left-baggage.co.uk

The home

No, we hadn't forgotten about it

17. What’s the address of the home that we’ve booked?

You’ll find it on your booking record; please check via the link in your confirmation email. There you’ll also find directions to reach the home, and which door to knock on.

18. What do onefinestay provide for us to use in the home?

Many of the things you’d expect from a hotel, and some you wouldn’t:

• One iPhone for the duration of your stay, with free UK calls, UK and international text messages, and a data allowance (it’s also what you use to get in touch with us, should you need to). You can rent up to three more (see ‘More iPhones’, below)
• Fluffy towels, and two starter packs of toiletries per person from The White Company
• A hairdryer
• A starter pack of washing up equipment, and dishwasher and washing machine tablets
• Various kitchen utensils, plus an iron, ironing board and vacuum cleaner
• Wifi in the home
• A welcome pack, with some nibbles to keep you going after your journey.

If you’re staying with us for seven nights or more, you’ll also receive a free maid service, where we’ll change your bed linens and towels, give you fresh toiletries and generally make things sparkle. We can arrange additional maid services for you – please get in touch with us to find out more. One thing we don’t provide is electrical adaptors, but these can be easily bought at airports or train stations.

19. How do you deal with breakages?

Because we want our guests and members to trust each other, we want you to ’fess up to any damage, inadvertent or otherwise, at the end of your stay.

Obviously, some wear and tear is natural, so if you do point out anything that’s amiss, we’ll waive the first £5 per night of any damage done.

If you don’t come forward, and we find damage, you’ll be charged the full cost of putting it right.

20. Is it safe?

All the homes shown on our site are private. Since the member will normally be out of town, you (and who you’re travelling with) will be the only people staying in there during your booking. Which means it's safer than a hotel, because housekeeping won't be entering without knocking every two hours.

It’s better maintained, too, because someone lives there the rest of the time. And did we mention cheaper? And about three times the size?

The extras

Need something else? We can help

21. Maid services

You can book more maid services if you wish. The cost depends on the number of bedrooms the home you’re staying in has, and whether you want a standard or deluxe service. Get in touch with the team to find out more and book.

22. More iPhones

You can hire up to three extra iPhones, for the duration of your stay. You can request these up to three weeks before you arrive, by calling or emailing us. You can’t, at the moment, hire them out on a daily basis.

23. Coming with children?

We can provide cots for babies or young children for a one off-charge. If you arranged for this at the point of booking, this will have already been added to your total costs. We can also provide you with highchairs, should you need them, for a one-off charge.

24. Airbeds

If the home you are booking sleeps your extra guests by way of an airbed, we will make them up with our 5* linens and place them in the home ready for your stay. Airbeds come at an additional one off-charge. If you arranged for this at the point of booking, this will have already been added to your total costs.

Travelling into London

Helping you get out of the airport and into the home

25. Customs and immigration

If you’re a guest flying from outside the UK, and arriving at one of London’s three main airports (Heathrow, Gatwick and Stansted), please be aware that if your flight is long haul, it can take between 1-2 hours to clear customs and immigration. If you’re flying short haul, that wait can be up to 60 minutes, depending on the time of day you’re travelling. You can find out more information from:www.ukba.homeoffice.gov.uk/customs-travel/customs

26. Trains

All three major airports have express train services into the centre of London:

• Heathrow Express: This goes direct from the airport into London Paddington Station in 15 minutes. Tickets cost about £20-£25 www.heathrowexpress.com
• Gatwick Express: This goes direct from the airport into London Victoria Station in 30 minutes. Tickets cost about £20. www.gatwickexpress.com
• Stansted Express: This goes direct from the airport into London Liverpool Street Station in 47 minutes. Tickets cost just over £20. www.stanstedexpress.com

27. The Tube

Heathrow is the only major London airport on the Underground network. All five terminals are on the Piccadilly Line (the dark blue one), and the journey to Piccadilly Circus takes around 40 – 50 minutes. It’s a cost-effective choice, but not a good option if you have lots of luggage. For more information and the tube map see: www.tfl.gov.uk/assets/downloads/standard-tube-map.pdf

28. Car parking

Some of our homes do have parking facilities: ask, and we’ll let you know about those. For those that don’t the following parking website should help you out: www.parkopedia.co.uk

You should now be all set for your stay with us. If you haven’t found the answer you were looking for, give us a call on 0800 612 4377 or email our front desk on helpdesk@onefinestay.com

Safe travels, and see you soon.