General Information
Frequently asked questions
Booking & Payments
○ What is the reservation process?
Booking your stay is seamless via our secure portal. Simply select your dates, enter guest details, and receive instant confirmation for your Kingston sanctuary.
○ Which payment methods are accepted?
We accept all major credit cards and bank transfers. All transactions are encrypted to ensure the highest standard of financial security during your booking.
○ What is the cancellation policy?
Plans can change. We offer a full refund for cancellations made at least 7 days prior to check-in. Please review your specific rate for detailed terms.
○ Is there a security deposit?
A pre-authorization hold is placed on your card before arrival. This is fully released within 48 hours of check-out after property inspection.
Arrival & Departure
What are the standard check-in and check-out times?
Check-in is available from 3:00 PM onwards, and check-out must be completed by 11:00 AM. These timings ensure our professional housekeeping team has sufficient time to maintain our luxury standards for every arrival.
How do I receive my access keys?
We utilize a secure keyless smart lock system. A unique access code will be sent to your primary contact method exactly 24 hours prior to your stay, allowing for seamless entry without the need for a physical key handover.
Can I store my luggage before check-in or after check-out?
To ensure total security and privacy for all guests, we cannot store luggage within the flat. However, we highly recommend the professional luggage lockers at Kingston Station, ideally located just a 5-minute walk from The Lanyard building.
During Your Stay
– How do I access the Wi-Fi?
The flat features high-speed fibre Wi-Fi accessible throughout the apartment. Network credentials can be found in your digital welcome guide and on the instruction plaque near the main console.
– How does the climate control work?
For your luxury comfort, we have installed zoned underfloor heating. Each room has a dedicated touchscreen thermostat. For optimal efficiency, we recommend keeping settings between 18°C and 22°C.
– What are the building quiet hours?
To respect our neighbors, quiet hours are observed from 10:00 PM to 8:00 AM. We kindly ask that you keep music and voices to a moderate level during these times to maintain the sanctuary atmosphere.
– Where is the waste disposal area?
General waste and recycling bins are located in the communal refuse area on the ground floor. Please ensure all items are appropriately sorted into clear or black bags as specified in the kitchen guide.
– Who do I contact for assistance?
Our property partners, Pass the Keys®, provide 24/7 guest support. For any urgent issues or maintenance troubleshooting, please call the dedicated line provided in your check-in email.
Vibrant Kingston
Local Area & Activities
Where are the best spots for riverside dining?
Kingston's riverside is a culinary destination. We highly recommend Stein's Bavarian for an outdoor experience or Bills for a classic British meal. For artisanal snacks, the historic Ancient Market Place is just moments away.
How do I travel to Central London?
Accessing the capital is effortless. Kingston Station is a short 10-minute stroll, providing direct services to London Waterloo in approximately 30 minutes, perfect for museum visits or theatre trips.
Is there high-end shopping in the area?
Absolutely. Kingston is a premier shopping hub. You'll find Bentalls Department Store and the Eden Walk shopping centre within 5 minutes, hosting a vast array of luxury brands and designer boutiques.
Where can I find green space for a walk?
The nearby Canbury Gardens offers a peaceful escape with stunning river views. For a more expansive trek, Richmond Park and Bushy Park are both easily accessible via a short drive or bus ride.