FAQ’s
Do you accept credit cards?
Yes. For your comfort and convenience we accept AMEX, VISA, MASTERCARD, MAESTRO, DINERS CLUB INTERNATIONAL AND JCB. Our online payments are processed by a third-party operator so if your preferred card is not available online at the time of booking, fear not! Please give as a call and we can process your payment over the phone with any of the cards available via our secure terminal from WorldPay.
We also accept payments via bank transfers and cash.
Are you a VAT registered company?
Yes. Merino Hospitality Ltd. Is a registered company in England and Wales, company number 8278408 and our VAT registration number is 189 7382 43.
What other services do you offer?
Upon request, we can provide you with concierge services in the same way a hotel would do. We can also arrange for babysitters, high-chairs, cots and stroller for your baby. We have great relationship with private chefs and waiting staff, and if you have any other special requests, you just have to let us know and we will source it for you.
If you need to have your luggage stored, we can also arrange it for you. Your bags will either be stored at your property or at our office and we will arrange for it to be ready for you whenever you need.
We can assist you with transfers, daily cleaning services, grocery shopping, event planning and any other aspects of your life in London.
What are the check-in and check-out times?
Check-in is usually from 3pm and check-out is at 11am, although we always try to accommodate for early arrivals and late check-outs whenever possible. Please inform us of your travel plans in advance to avoid disappointments. We do everything we can to accommodate your request
How do I collect the keys?
We will always meet you in person upon arrival, inevitably either at the property where you will be staying or at our local office in case you need to store your luggage.
Once at the property, we will hand-over your keys, go through the features of your home so you know how everything works and we will be more than happy to clarify any questions you might have.
We also love meeting people so it is a pleasure to welcome you in person!
Where is your office located?
Our office in Bloomsbury is located at 1 Doughty Street, WC1N 2PH, in the same street as the Charles Dickens house and museum, just in the corner with Roger Street. Please note that because we are always meeting our guests at the properties, we might not always be at the premises so we recommend you give us a call in advance just in case.
Do you allow pets? What about smoking in the properties?
Although we understand that your little friend might be part of your family, we unfortunately are unable to accept pets during your stay to maintain the premises free of allergens. Smoking is also prohibited.
What is the best way to reach my private accommodation?
Depending on how many people you are in your party and how much luggage you have, the easiest way is usually pre-booking a taxi or reserving a transfer. As a rule of thumb, if you are travelling light and don’t mind public transportation, taking the tube is a very easy.
Taking the trains, such as the Heathrow Express or Gatwick Express, is also very easy but you still need to juggle your luggage and take a taxi or tube from the station to your property and it isn’t exactly cheap, with tickets starting at £25/person.
For larger groups, with plenty of luggage or families with children, we certainly recommend a private transfer service. We can make arrangements for you starting at £100 for a Mercedes-Bens E-Class and £150 for larger vehicles such as Mercedes GL or Viano (example to and from Heathrow terminals)
Will I see staff like in a hotel?
Unlike at a hotel, our interaction with guests is much more friendly and casual and how much you see of us is entirely up to you. You are guaranteed to have a representative of Merino Hospitality available on the phone for anything you need but your privacy is very important to us so it is your call how often you will see us.
