FAQ's

Booking with us is easy! Individual reservations, or bookings for up to and including 8 rooms, can be made with our reservation team by calling 0208 940 0061 or through our website.

Group bookings are for 9 or more rooms, staying over the same dates. If you'd like to make a group booking, please call our events team or use our online enquiry form below.

If you've booked directly with us and wish to amend your booking, please contact our reservations or reception team directly. Only flexible rates can be amended and this must be done before 2pm, 1 day prior to your date of arrival. Pre-paid and promotional rates cannot be amended.

If you've booked through a third party, such as booking.com or Expedia, you will need to amend your booking through them - you'll be able to find their contact details on your confirmation.

If you've booked directly with us and wish to cancel your booking, please contact our reservations or reception team directly. Only flexible rates can be cancelled and this must be done before 2pm, 1 day prior to your date of arrival. Pre-paid and promotional rates cannot be cancelled.

If you'be booked through a third party such as booking.com or Expedia, you will need to cancel your booking through them - you'll be able to find their contact details on your confirmation.

You can request a new booking confirmation my calling our reservations or reception teams, or you can send us an email (please ensure you use are using the same email address you made your original booking with).

Check in is anytime from 3pm, if you'll be arriving later than 10pm, please call our reception team to reconfirm your booking. Check out is at 11am. 

As late check outs are subject to availability on the day, we aren't able to arrange these in advance. Please enquire with the reception team when you check into the hotel.

Our hotel has a 24hr reception desk, so you are able to check-in any time after 3pm. If you will be arriving after 10pm, please call our reception team to reconfirm your booking. 

If you've booked a flexible rate: Cancellations made after 2pm, 1 day prior to arrival, or no shows, will be charged the first night stay rate as a late cancellation fee.

If you've booked a pre-paid rate: All promotional/pre-paid reservations are non-refunadable and non-transferable in the event of cancellation or no show. We are not able to issue a refund on these rates.

When booking online, enter your promotional code in the "Promo Code" box, it will then automatically apply your code to our flexible rates. Or if you're calling us to book, make sure you quote your promotional code to the team.

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If you require a copy of your receipt/invoice, please contact the reception team directly - you can find their contact details below. Please include your booking confirmation number, guest name and arrival date when submitting your request.