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Frequently asked questions

Everything you need to know about booking and staying at East Village. If you can't find your answer, just get in touch.

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Booking & policies (9 questions)
1. What is East Village Belfast?
East Village is a collection of 11 unique one- and two-bed self-catering apartments in a converted 150-year-old historic building just east of Belfast city centre. Each serviced apartment has a different layout, so make sure to look at the photos to see what suits you best!
2. Is East Village suitable for corporate bookings and business travellers?
Yes. Many of our guests are in Belfast for work, from short business trips to stays of several months. We're popular with professionals across Belfast's industries, including TV and film production companies, and with people relocating to Belfast who need somewhere comfortable while they find a permanent home. For longer stays or company bookings, get in touch and we'll be happy to help. We can provide invoices for company bookings (see FAQ 6).
3. Is East Village suitable for holidays to Belfast?
Yes! Although we generally target longer stays, we also usually have a number of apartments available for shorter holiday bookings, and we're very well located for exploring Belfast and the surrounding areas.
5. What type of serviced apartments does East Village offer?
East Village has 11 one- and two-bedroom apartments, including three larger penthouse apartments on the top floor with access to a shared roof terrace. All apartments can be booked for short or longer stays, from one night upwards.
6. I am a corporate traveller, can I reclaim VAT?
Yes. East Village Apartments Limited is VAT-registered, and all our prices include VAT. We can provide a full VAT invoice for any stay. Just reply to your booking messages with the company name and address you'd like on it.
30. Is there a minimum age to stay?
Yes. The lead guest, who makes the booking and checks in, must be 21 or over. They'll need to show photo ID that matches the name on the booking (see FAQ 25).
  • Families and groups: children and guests under 21 are very welcome, as long as the lead guest (21+) is staying in the apartment for the whole booking.
  • All guests under 21: we're unable to accept bookings where everyone staying is under 21.
  • If the rule isn't met: if we can't confirm the lead guest is 21 or over, or the lead guest isn't staying, we may cancel the booking.
If you're not sure whether your group meets this rule, message us before you book and we'll let you know.
33. Can I book for tonight or at the last minute?
Often yes, depending on availability and whether the apartment can be cleaned in time.

East Village is a small residential building, and many of our guests are here for work or longer stays. To keep it safe and peaceful for everyone, we're careful with same-day bookings. We may ask a few questions about your plans before confirming, and we can decline a booking if it doesn't seem right for the building. We appreciate your understanding.
  • Booking for today: we generally don't accept bookings for the same day made after midday.
  • Arrival time: for bookings made on the day, check-in is from 3pm and must be no later than 6pm.
  • One-night stays: we don't accept one-night stays booked on the day of arrival.
  • Check-in form and ID: for last-minute bookings, please complete the check-in form and upload your ID (see FAQ 25) as soon as you book. We can't send your access codes until it's done.
  • Early check-in: this isn't available for bookings made within 24 hours of arrival (see FAQ 10).
These are our general rules, but we can sometimes make an exception when the circumstances are exceptional. If you have a request that falls outside them, please contact us and we'll do our best to help.
36. What is your cancellation policy, and can I change or shorten my booking?
Booked through Airbnb, Booking.com or another site: the cancellation policy shown on your booking applies. Please cancel or make changes through that site. Any refund is handled by them.

Booked directly with us:
  • Cancel more than 7 days before check-in: full refund.
  • Cancel within 7 days of check-in: 50% of the nightly rate is refunded, plus the full cleaning fee.
  • Shortening your stay before arrival: treated the same way. Nights dropped more than 7 days before check-in are fully refunded, and nights dropped within 7 days are refunded at 50%.
  • Leaving early: 50% of any unused nights is refunded.
  • Not arriving without letting us know: no refund, as we have no chance to re-let the apartment.
  • Please send all cancellations and changes by replying to your booking messages.
Changing dates or guest numbers: message us and we'll do our best to help. Changes depend on availability, and the price may change.

Travel disruption (cancelled flights or ferries, bad weather): please message us as soon as you can. We'll always try to help, for example by holding the apartment for a late arrival or offering an extra night if one is free. Refunds still follow the cancellation policy above, so we recommend travel insurance.
37. Do you take a security deposit?
Yes. We take a refundable £200 security deposit with every stay.
  • It's a temporary hold on your card, not a charge. Your bank may show it as pending, but no money leaves your account.
  • The hold is placed on your card the day before you check out and released within 3 days of check-out, provided there's no damage, missing items, extra cleaning needed or breach of the house rules. Some banks take a day or two longer to update.
  • If anything does need to be charged, we'll tell you what it's for before taking payment.
  • You're responsible for any damage beyond normal wear and tear, as set out in our terms. If something gets broken, just let us know. Accidents happen, and it's always better to tell us.
42. Can I phone you?
We're a small family business, and we run almost entirely online so we can keep our costs, and your prices, as low as possible. That means we don't have staff to take phone calls.
  • Messages are the quickest way to reach us. Just reply to your booking messages. The whole team sees them, and we reply promptly between 9am and 8pm every day (see FAQ 26). This includes any problems with check-in.
  • Not booked yet? Use the contact form or the WhatsApp button on our website.
  • Emergencies: if there's a fire or anyone is in danger, call 999.
Check-in & check-out (5 questions)
9. What time is check-in and check-out, and how does self check-in work?
Check-in is from 3pm and check-out is by 10am.

Check-in is self-service. There's no reception and no one on site to meet you.
  • Before you arrive: complete the check-in form, including a photo of your passport or driving licence, at least 48 hours before check-in. We can't send your door codes until it's done.
  • On the day: we'll message you directions in the morning. Shortly before the arrival time on your form, we'll send a code for the main entrance and a code for the key lockbox beside your apartment door. They come by message and SMS, and only work from your arrival time.
  • Getting in: enter the code on the entrance keypad, then press the star/key button at the bottom left. Watch this short video showing how. The intercom isn't monitored, so please don't ring it.
  • Arriving late: you can arrive any time from 3pm, including after midnight. There's no latest check-in time. If your plans change, update your arrival time using the link in your messages so your code is live when you get here.
  • Checking out: lock the apartment, put the key back in the lockbox beside your door and scramble the code. Leaving early in the morning is fine.
10. Can I check in early?
Often, yes, but we can't guarantee it in advance. How early depends on three things:
  • whether the previous guest has already checked out
  • whether the apartment has been cleaned
  • if it hasn't been cleaned yet, whether our cleaners can get it ready in time
Sometimes the apartment is ready by late morning. On busy days it may not be ready until 3pm.
  • How to ask: tick early check-in on your check-in form. If you've already done the form, reply to your booking messages.
  • When you'll know: we'll confirm the day before and tell you the earliest time you can arrive.
  • Cost: early check-in from 1pm is £30. If you'd like to check in before 1pm, it's £50. We'll send a secure payment link and confirm in your messages once it's paid. If early check-in isn't available, check-in is from 3pm as normal.
  • To guarantee it: book the night before your arrival at the normal nightly rate. You can then check in any time from 3pm the previous day.
  • Last-minute bookings: early check-in isn't available on bookings made within 24 hours of arrival.
  • Arriving before your check-in time: there's nowhere in the building to leave luggage, so please plan to arrive at your confirmed time.
11. Can I check out late?
Check-out is by 10am. A later check-out is often possible, but it depends on whether a guest is arriving that day and on the cleaning schedule.
  • How to get it: if we can offer one, we'll message you the day before you leave. You can also ask by replying to your booking messages.
  • Cost: £30 to check out by 2pm.
  • Paying and confirmation: we'll send a secure payment link. Your late check-out is confirmed once we reply in your messages. Until then, please check out by 10am.
  • Staying later than 2pm: you'll need to book an extra night at the going rate. You can then stay until 10am the next day.
  • Luggage: there's nowhere in the building to leave bags after check-out, so a late check-out is the best option if you have a later flight or ferry.
25. Why do you need ID, and what happens to it?
By law we must keep a register of every guest aged 16 or over who stays with us. It records each guest's full name, nationality and arrival date. For guests who aren't British or Irish, it also includes their passport or ID document number and where it was issued.

To keep the register accurate, we need to confirm who is actually staying, and a name on its own isn't enough. Check-in is self-service, with no one on site to check ID in person, so we ask for it on the check-in form.
  • What to upload: a clear photo of your passport or driving licence. A selfie, a photo of a bank card or just an ID number can't be accepted.
  • Other guests: please give the details of everyone aged 16 or over in your group.
  • How it's used: only for our guest register and to confirm who is staying. It's stored securely and only shared with the police if they ask to inspect the register, as the law allows.
  • How long we keep it: 12 months, as the law requires, and then it's deleted.
  • If the upload doesn't work: reply to your booking messages and we'll help you send it another way.
  • If you'd rather not provide ID: unfortunately we can't confirm the booking without it. You're welcome to cancel under your booking's cancellation policy.
32. Can I drop off my luggage before check-in or leave it after check-out?
Sorry, we don't have anywhere to store luggage. Apartments are cleaned between guests, so we can't hold bags in them either. Here are your options:
  • Arriving early: you can request early check-in from £30, subject to availability (see FAQ 10). To guarantee access from the morning, book the night before.
  • Leaving late: you can request late check-out for £30 (see FAQ 11).
  • Luggage storage in town: several apps let you book secure luggage storage in shops and hotels across Belfast city centre, including near Grand Central Station, for a small fee. Examples are Stasher and LuggageHero.
During your stay (10 questions)
4. Can you provide cleaning service during a stay?
Yes. A mid-stay clean, including fresh linen and towels, is available for £72 in a 1-bed apartment (Apts 1, 4, 5, 8, 9 and 11) or £90 in a 2-bed (Apts 2, 3, 6, 7 and 10). If you'd just like fresh towels, a towel change is £25. Please reply to your booking messages to arrange a time, and we'll send a secure payment link (see FAQ 35).
12. Electrical circuit not working?
Our electrical panels (consumer unit/fuse box) have the latest safety protection and are very sensitive. If sockets or lights stop working, check the panel in the hallway near the entrance. If a switch has tripped, turn it back on.

A common cause is when a high-power appliance (e.g. kettle, toaster, hairdryer or vacuum) is switched on. These can create a brief power surge which trips the safety switch.

If it trips repeatedly, please stop resetting it and contact us.
26. What if something isn't working, or there's an emergency?
  • Problems during your stay: reply to your booking messages. The whole team sees them. We're available 9am to 8pm every day, and the sooner we know, the sooner we can fix it. If something isn't right when you arrive, please tell us straight away.
  • Outside those hours: send us a message and we'll reply from 9am. If you booked through Airbnb, you can also contact Airbnb's 24-hour support for anything urgent.
  • Fire, or danger to anyone: call 999.
  • Smoke alarm going off: the alarm in your apartment is set off by smoke or steam, usually from cooking or the shower. It isn't connected to the fire brigade or to us. Open the windows, turn on the extractor fan, and fan the alarm until it stops.
  • Electrics stopped working: see FAQ 12. Check the consumer unit in the hallway.
  • Repairs: if something needs fixing, we'll arrange a time with you. We only enter your apartment with your permission.
27. How do I use the shower?
The showers are electric and heat the water as it flows.
  1. Check the lights on the shower unit. If they're on, the shower has power and you can choose your setting.
  2. No lights at all? Switch on the isolator switch outside the bathroom, next to the bathroom light switch.
  3. Still no lights? Check the consumer unit in the hallway and make sure all the switches are on (see FAQ 12).
  4. For the best flow and steadiest temperature, use the highest power setting, then adjust the temperature.
  5. Turn on the extractor fan and keep the bathroom door closed while you shower. Steam can set off the smoke alarm.
If the shower still won't work, or the temperature keeps changing, message us and we'll sort it.
28. How does the heating work?
Each room has its own electric radiator.
  • Background heat: the radiators keep each room at a steady background temperature automatically. The temperature settings are fixed, so if the radiator asks for a code, that's why.
  • Extra heat: press Boost and choose 30, 60 or 90 minutes. The radiator heats the room to 20°C for that time, then returns to background heat. Press Boost again whenever you want more. This is the only way to add extra heat.
  • "It's switched itself off": this is normal. Once the room reaches 20°C, the radiator pauses and comes back on when the room cools. It isn't a fault.
  • Bathroom towel rail: this has its own boost switch. In most apartments it's in the hall outside the bathroom. If you can't find it, message us and we'll tell you where yours is.
  • Video guide: there's a short heating video in the House Manual.
  • Still cold, or a radiator isn't working at all? Message us and we'll arrange for someone to check it.
29. What supplies are provided, and can I get fresh towels or do laundry?
East Village is self-catering, so each apartment comes with a starter supply to get you going:
  • toilet roll and kitchen roll
  • hand soap, mini shampoo and shower gel
  • washing-up liquid and a dish sponge
  • bin bags
  • tea, coffee, sugar and milk sachets
  • a few Dolce Gusto coffee pods
These aren't topped up during your stay. Tesco Superstore, 160–220 Castlereagh Road, is a 10-minute walk away for anything else you need: walking directions. You may also find a few basics left by previous guests in the cupboards; these vary from stay to stay.
  • Fresh towels: a towel change is available for £25. Just message us to arrange it. For longer stays, a full mid-stay clean with fresh linen and towels is £72 for a 1-bed apartment or £90 for a 2-bed (see FAQ 4).
  • Laundry: there's no tumble dryer in the apartments, and clothes take a long time to dry indoors, so we'd encourage you to use a local laundry service rather than the washing machine. Super Speed Dry Cleaners, 25 Castlereagh Road, is about a 5-minute walk away and offers laundry, dry cleaning and ironing (closed Sundays): walking directions · website
  • Plugs: the UK uses type G (three-pin) sockets. If you're visiting from abroad, please bring an adapter. Tesco on Castlereagh Road sells them.
31. Can I have visitors?
Yes, within a few simple rules:
  • Daytime visitors are welcome, as long as the total number of people in the apartment is no more than it sleeps. All visitors must leave by 10pm.
  • Staying overnight: anyone staying the night must be added to your booking first, so please message us before they arrive. An extra-guest charge applies if they take you over the number of guests booked (see FAQ 13), and they'll need to give their details for the guest register (see FAQ 25).
  • No parties or events. A small, quiet celebration with the people on your booking is fine, but please keep the noise down. Remember that other guests live around you.
  • No pets, including visitors' pets.
  • The lead guest is responsible for their visitors and for any damage or disturbance they cause.
35. How do I pay for extras like early check-in or late check-out?
Just message us through your booking to ask. If we can do it, we'll reply to confirm and send you a secure card payment link.
  • Early check-in (see FAQ 10): £30 from 1pm, or £50 to check in before 1pm
  • Late check-out to 2pm (see FAQ 11): £30
  • Sofa-bed linen (see FAQ 13): £40 per stay
  • Towel change (see FAQ 29): £25
  • Mid-stay clean with fresh linen and towels (see FAQ 4): £72 (1-bed: Apts 1, 4, 5, 8, 9, 11) / £90 (2-bed: Apts 2, 3, 6, 7, 10)
  • Travel cot: £30 per stay
  • Confirmation: your extra is only confirmed once we've replied to confirm it and your payment has gone through. If you haven't heard back, please don't assume it's booked. Send us a message and we'll check.
  • Payment: card only, through the payment link. We don't accept cash.
  • Extra nights: to extend your stay, message us and we'll check availability. Extra nights are charged at the going rate.
38. What are the house rules?
East Village is a residential building, and many of our guests are here for work. Please help us keep it comfortable for everyone:
  • No smoking or vaping inside the apartments. Out of consideration for other guests, please don't smoke on the balconies, patios or the roof terrace either. If you'd like to smoke, you're welcome to do so on the street outside. If an apartment needs extra cleaning because of smoke, a cleaning charge will apply.
  • No drugs of any kind.
  • No parties or events. A quiet celebration with the people on your booking is fine (see FAQ 31).
  • Keep noise down: no loud music at any time, and no music after 9pm. Please be considerate in the corridors and stairwell, especially late at night and early in the morning.
  • No pets.
  • Only guests on the booking may stay overnight. Visitors must leave by 10pm (see FAQ 31).
  • Look after the apartment. Please tell us about any breakages or problems straight away.
If the rules aren't followed, we may ask you to leave without a refund.
40. Where do I put rubbish and recycling?
  • Bin store: on the ground floor. Go past the lift to the end of the corridor and through the door marked "Bin store". There are separate bins for general waste and recycling.
  • Recycling: there's a colour guide on the wall behind the bins in your apartment showing which bin to use for what. Please follow it when you take rubbish down, and don't put glass in the recycling.
  • During your stay: please empty your kitchen bin into the bin store as it fills up, rather than leaving bags in the corridor.
  • When you leave: please take your rubbish and recycling down to the bin store at check-out. The bin store should always be open; if you ever find it locked, leave the bags neatly beside the door and let us know.
  • Bin bags: a few are provided. Extras are available at Tesco (see FAQ 29).
In the apartment (14 questions)
13. How many guests can stay, and are there sofa beds?
Most apartments have a double sofa bed in the living room, so they sleep two more people than the bedrooms do:
  • 1-bed apartments (1, 4, 5, 8, 9, 11): a double bed, plus a double sofa bed. Sleeps up to 4.
  • 2-bed apartments (3, 7, 10): two double bedrooms, plus a double sofa bed. Sleeps up to 6.
  • Apartments 2 and 6: a double bedroom and a single bedroom. Sleeps 3. There's no sofa bed.
Please book for the correct number of people. The price includes the number of guests the bedrooms sleep. Each additional guest adds a nightly charge, shown when you book. This covers the extra linen, towels, wear and cleaning that come with more people staying. Bookings must reflect everyone who will be staying.

Using the sofa bed without extra guests: if you've booked for the number the bedrooms sleep but would like to use the sofa bed, for example so two people can sleep separately, we can make it up for £40 per stay. That includes sheets, a duvet, pillows and pillowcases (towels are provided for the number of guests on your booking). Please ask before you arrive.

Comfort: the sofa beds are ideal for children and fine for adults for a night or two, but they aren't as comfortable as the main beds. For longer stays with adults on the sofa bed, a 2-bed apartment or a second apartment is usually the better choice. If you're not sure which apartment suits your group, get in touch and we'll help.
14. Is there an iron and ironing board?
Each of our serviced apartments has both an iron and ironing board. You will find them in the kitchen.
15. Do you provide towels, pillows and bed linen?
Yes, we provide high-quality bed linen and towels that we source from a local business that supplies some of Belfast's finest hotels.
16. Is there internet and WiFi?
Yes. The building has a superfast 1Gb fibre connection, with one guest WiFi network covering every apartment. We'll send you the network name and password on the day of arrival.
  • Coverage: WiFi access points are fitted in the communal areas throughout the building. East Village is a converted 150-year-old building with thick solid brick and block walls, so despite a lot of work to improve coverage, there are still a few weaker spots in places.
  • Connection dropping or slow? Try moving slightly, or to another part of the apartment, then switch WiFi off and on again on your device. Some phones and laptops have stronger WiFi antennas than others, so one guest may get perfect reception throughout an apartment while another, with a different device, finds it a little weaker in places. If you're still having trouble, message us with the device you're using and we'll check it remotely.
  • Using a VPN for work? Most work fine. If yours won't connect, try switching it to the OpenVPN protocol in its settings.
  • TV: the TV is on its own separate network. Please don't connect it to a different network, as that stops it working for the next guest (see FAQ 21).
17. Can you provide a baby cot?
Yes. We can provide a travel cot for one infant for £30 per stay. Please request it when you book or as early as possible before you arrive, as we can't always add one on the day. We'll send a secure payment link (see FAQ 35).
18. Is there a fridge and freezer?
Yes, each of our self-catering apartments has a fridge freezer.
19. Is there a washing machine?
Each of our serviced apartments has a washing machine.
20. Is there cutlery, plates, dishes, saucepans etc?
All of our self-catering apartments come with the equipment you need for preparing and serving food.
21. Is there a TV?
Yes. Each apartment has a 43″ HD Smart TV with Roku, giving you access to all the major streaming apps. You're welcome to sign in to your own Netflix, Disney+, iPlayer and so on.
  • Your own device: you can also plug your own streaming stick or box (such as a Fire TV Stick or Apple TV) into the TV's HDMI port.
  • TV network: the TV is set up on its own network, called EastVillageMedia, and should connect automatically.
  • "No network" or apps not loading? Go into the TV's network settings and check it's connected to EastVillageMedia. If it is, switch the TV off at the wall socket, wait 30 seconds and switch it back on. If it still won't connect, message us and we can usually fix it remotely.
22. Is there a microwave?
Each East Village serviced apartment comes equipped with a microwave, toaster and kettle for your convenience.
23. Is there a hairdryer?
Yes, each East Village self-catering apartment has a hairdryer supplied as standard. You will find it in the master bedroom.
24. Is there a coffee maker?
Yes, each of our self-catering apartments has a Dolce Gusto coffee maker. We provide a few pods at check-in to get you started.
34. Which floor is my apartment on, and is there a lift?
  • Ground floor: Apartments 1, 2, 3 and 4
  • First floor: Apartments 5, 6, 7 and 8
  • Second floor (penthouses): Apartments 9, 10 and 11
There's a lift to every floor, at the end of the ground-floor corridor. Stairs are also available.

Reduced mobility: the main entrance is step-free. Apartment 3 is on the ground floor, closest to the main entrance, and is usually the best choice for guests with limited mobility. Please note that East Village is a converted 150-year-old building, and neither the building nor the apartments are wheelchair-adapted. If you or someone in your group has particular access needs, please message us before booking and we'll help you choose the right apartment.
41. What beds does each apartment have?
  • Apartment 1: kingsize bed, plus a double sofa bed in the living room
  • Apartment 2: double bed in the main bedroom, single bed in the second bedroom
  • Apartment 3: kingsize bed in the main bedroom, double bed in the second bedroom, plus a double sofa bed in the living room
  • Apartment 4: kingsize bed, plus a double sofa bed in the living room
  • Apartment 5: kingsize bed, plus a double sofa bed in the living room
  • Apartment 6: double bed in the main bedroom, single bed in the second bedroom
  • Apartment 7: kingsize bed in the main bedroom, double bed in the second bedroom, plus a double sofa bed in the living room
  • Apartment 8: kingsize bed, plus a double sofa bed in the living room
  • Apartment 9 (penthouse): kingsize bed, plus a double sofa bed in the living room
  • Apartment 10 (penthouse): kingsize bed in the main bedroom, double bed in the second bedroom, plus a double sofa bed in the living room
  • Apartment 11 (penthouse): kingsize bed, plus a double sofa bed in the living room
Friends travelling together should note that the bedrooms have one double or kingsize bed each, not twin beds. The sofa beds are made up for larger bookings, or on request for £40 per stay (see FAQ 13).
Location & getting here (3 questions)
7. Where can I park?
There's no private or allocated parking, but there's usually plenty of free on-street parking within a few steps of the front door, on both sides of Templemore Avenue. It isn't time-limited. If you're driving, approach the building by travelling south along Templemore Avenue, where you'll find the most and closest spaces. It's generally fine to leave a car overnight. As in any city, please don't leave valuables on show.
8. Where in Belfast are the apartments, and how do I get around?
East Village is at 209 Templemore Avenue, BT5 4AZ, on the corner of Templemore Avenue and Castlereagh Street in east Belfast. Search "East Village Apartments" in Google Maps for directions.
  • City centre: about a 25-minute walk, or 5–10 minutes by bus or taxi.
  • Buses and Glider: there are bus stops close to the building. The G1 Glider stops at "Templemore Avenue" on Albertbridge Road, a few minutes' walk away, with services to the city centre every few minutes.
  • Trains: Lanyon Place station is about a 10-minute walk.
  • Taxis: Value Cabs is the main local firm and has an app.
  • Belfast City Airport: about 3 miles, roughly 10–15 minutes by taxi.
  • Belfast International Airport: about 19 miles, roughly 30 minutes by taxi. Alternatively, take the Airport Express 300 bus to the city centre (30–40 minutes).
  • Parking: free on-street parking nearby (see FAQ 7).
39. What's the area like? Is it noisy?
East Village is on Templemore Avenue in east Belfast, about a 25-minute walk from the city centre. It's a residential area rather than a nightlife district, so there are no bars or pub crowds outside. As Templemore Avenue is a main road, you'll hear some passing traffic during the day and evening. The building is well soundproofed, and most guests find it quiet at night.
  • Early July: around 11 and 12 July, there are traditional bonfires, parades and celebrations across Belfast, including near East Village. It can be noisier than usual, especially late on the night of the 11th.
  • Parking: there's free on-street parking on Templemore Avenue and nearby streets. It's generally fine to leave a car overnight. As in any city, please don't leave valuables on show.
  • Nearby: shops, cafés and the Tesco Superstore on Castlereagh Road are a short walk away (see FAQ 29). For getting around, see FAQ 8.

Still have a question?

Already booked with us? Please reply to one of the messages we sent you after you booked, through Airbnb, Booking.com or our own booking emails. Those messages go straight to the team looking after your stay, so it's the quickest way to get an answer. We're available 9am to 8pm every day.

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