Access and guest support in London serviced apartments

A serviced apartment can have a staffed lobby, an off-site guest team or a remote entry system. Ask who will be available at your building and at what hours.

Reception and a helpline do different jobs

Calico House has a 24-hour front office at 42 Bow Lane. Marylebone Mews records 24-hour guest support. Guest support may be provided remotely, rather than by somebody at the front door.

For a late arrival, retain the key instructions and contact number offline. Tell the team about the expected arrival time and any flight delay. If a colleague or relative will collect keys, have that person named in the arrangement.

Access for the household

Several adults may need independent keys. Ask how replacements are handled and what happens when a phone used for entry loses power. For children, decide which adults can collect keys and receive booking information.

If step-free access is required, describe the complete route: pavement, entrance, lift and apartment door.

During the booking

Keep a record of maintenance requests and agree access for housekeeping. At Marylebone Mews the recorded cleaning schedule is three times a week. If someone works nights or takes confidential calls, arrange the timing before the first visit.

For passport and valuables storage, request the safe specification if it matters. Read the booking terms for insurance cover and responsibility for belongings.

When something goes wrong

The booking confirmation should identify the person who handles an entry failure, urgent maintenance or an unusable apartment. Refund and alternative-accommodation arrangements belong in the terms as well as the arrival message.

Use the stay planner to record any access or arrival needs in the enquiry.