Frequently Asked Questions

Browse our properties, choose your dates, and submit an enquiry through the booking page. We will confirm availability and send you payment details within 2 hours. There are no platform accounts to create — just a direct conversation with us.

Our minimum stay is one night. We welcome overnight stays before early flights, multi-night bookings, and longer contractor stays equally. There is no upper limit — contact us for extended stay rates.

Yes. Each property page shows the maximum guest capacity. The Haven sleeps up to 4 guests across two bedrooms. The Executive Suite is designed for 1-2 guests. For larger groups or multiple properties, contact us directly and we will work out the best arrangement.

No. When you book directly with us, you pay no platform fees or booking commissions. The price quoted is the price charged — cleaning fee included at checkout, everything else covered.

Yes. All properties have a fully equipped kitchen or kitchenette stocked with everything needed for self-catering. We do not operate a food service, but you will find everything you need to cook or prepare meals.

Yes. High-speed Wi-Fi is included in all properties at no extra cost. The Executive Suite has gigabit connectivity suitable for video calls and large file transfers. Connection details are provided in the welcome guide.

Absolutely. Both properties are regularly booked by contractors and business travellers on extended trips. In-unit laundry means you can pack lighter, the dedicated workspace supports remote working, and the location gives easy access to all Heathrow terminals.

We currently accept bank transfer and card payment via invoice. We are working on integrating instant card checkout. If you have a specific payment preference, mention it in your enquiry and we will do our best to accommodate it.

For short stays (1-7 nights), full payment is taken at booking confirmation. For longer stays, we typically take a deposit at confirmation and the balance 7 days before arrival. We will confirm the payment schedule in your booking confirmation.

No. The price shown on each property page is the per-night rate. A one-off cleaning fee is added at checkout. All utilities, Wi-Fi, and amenities are included. There are no resort fees, service charges, or surprise extras.

Our standard policy is moderate: cancellations more than 5 days before check-in receive a full refund minus a processing fee. Cancellations within 5 days of check-in are non-refundable. The exact policy is confirmed in your booking documents. Contact us if your circumstances change — we will always try to find a workable solution.

Date changes are subject to availability and are handled on a case-by-case basis. Contact us as early as possible and we will do everything we can to accommodate the new dates. We do not charge amendment fees where availability allows.

Standard check-in is from 14:00-15:00 (varies by property). Check-out is by 11:00. Early check-in or late check-out may be available on request depending on the turnover schedule — just ask when you book.

We will send full access instructions in your pre-arrival message, 24 hours before check-in. Both properties use a secure keybox or smart lock system, so you can arrive at any time without needing to coordinate with us in person.

The Haven is approximately 10 minutes by car from Terminal 5 and 12 minutes from Terminals 2 and 3. The Executive Suite is 8 minutes from Terminal 5. The Elizabeth line at Hayes and Harlington provides a fast public transport connection into central London. We provide detailed transport options in the welcome guide.