We want your stay to be simple, comfortable and stress-free.

Below you’ll find answers to common questions about bookings, check-in, access, housekeeping, parking, pets and your stay with My Short Lets.
If you cannot find what you need, please contact our team. We are always happy to help before, during or after your stay.

Before Your Stay

When should I book?

We recommend booking as early as possible, especially during busy periods, weekends, school holidays and large local events.
Last-minute bookings may be available, subject to availability.

How do I make a booking?

You can book directly through our website, by email, by telephone, or through one of our booking partners.
Direct bookings may offer more flexibility for longer stays, corporate bookings and repeat guests.

Do you accept long stays?

Yes. Many of our properties are suitable for weekly, monthly and longer stays.
We regularly host contractors, business travellers, families, relocation guests and corporate clients.

Can I make a special request?

Yes. If you have a special request, please let us know as early as possible.
This may include parking, pet requests, extra linen, travel cots, early check-in, late check-out or specific sleeping arrangements.
If it is within our control, we will always do our best to help.

Do I need to provide ID?

For some bookings, we may ask for identification, proof of address, company details or booking confirmation before check-in.
This helps us protect our guests, our properties and our neighbours.

Check-in and Access

What time is check-in?

Check-in is usually from 4:00 PM.
Full access details will be sent before arrival, once the booking has been confirmed and any required checks or payments have been completed.

What time is check-out?

Check-out is usually by 10:00 AM.
Please make sure you leave on time so our housekeeping team can prepare the property for the next guests.

Can I check in early?

Early check-in may be possible, subject to availability and housekeeping schedules.
Please contact us in advance. Additional charges may apply.

Can I check out late?

Late check-out may be possible if agreed in advance.
Unauthorised late check-out may result in additional charges.

How does self check-in work?

Many of our properties offer self check-in.
Access is usually provided through a secure key safe, lockbox, smart lock or coded entry system.
Full instructions will be sent before arrival, including codes, directions and any property-specific details.

How does the key safe work?

Where a key safe is used, we will send clear instructions before arrival.
This may include written instructions, photos or a video guide.
Please return the keys to the key safe at check-out unless instructed otherwise.

What happens if I arrive late?

Self check-in makes late arrival easier at many of our properties.
Please read your access instructions carefully before travelling and contact us in advance if you expect any issues.

During Your Stay

What should I do if I need help during my stay?

Please contact our guest support team by phone, text, WhatsApp, email or booking platform message.
We will do our best to respond quickly and help resolve the issue.

What should I do if something is not working?

Please report any issue as soon as possible.
This may include heating, hot water, Wi-Fi, appliances, leaks, lighting, access problems or maintenance concerns.
The sooner we know, the sooner we can help. No magic wand, sadly — but we do move quickly.

What if there is an emergency?

If there is a serious emergency, fire, medical issue, crime or immediate danger, please call 999 first.
For urgent property issues, please contact our guest support team as soon as it is safe to do so.

Is Wi-Fi included?

Yes, Wi-Fi is included at our properties. Wi-Fi details will usually be provided in your arrival information or inside the property.
Please do not reset or unplug the router unless instructed by our team.

Are towels and linen provided?

Yes, clean towels and bed linen are provided for your stay.
For longer stays, linen and towel changes may be included depending on the booking arrangement.

Are toiletries provided?

A starter supply of basic toiletries may be provided, but guests should bring their own personal items for the full stay.

Are tea and coffee provided?

Many of our properties include a starter supply of tea and coffee.
Some properties also include coffee machines, such as Dolce Gusto machines. Details may vary by property.

Is the kitchen fully equipped?

Most properties include a practical kitchen with essentials such as cookware, crockery, cutlery, glasses, kettle, toaster, microwave, oven or hob.
Facilities vary by property, so please check your listing or contact us if you need something specific.

Do you provide housekeeping?

Housekeeping arrangements depend on the property and length of stay.
For many longer stays, regular cleaning and linen changes may be arranged weekly or fortnightly.
Additional cleaning may be available on request and may be chargeable.

Can I request extra cleaning?

Yes, extra cleaning can usually be arranged, subject to availability.
Please contact us in advance for prices and availability.

House Rules

Can I smoke in the property?

No. All our properties are strictly non-smoking.
Smoking may be permitted only in designated outdoor areas where available.
Smoking inside the property may result in additional cleaning and deodorising charges.

Are parties allowed?

No. Parties, events and gatherings are not permitted.
Our properties are for accommodation only, not events or disruptive activity.

Are visitors allowed?

Only registered guests are allowed to stay overnight.
Visitors must be agreed in advance. The number of people at the property must not exceed the agreed occupancy.

What are the quiet hours?

Quiet hours are usually between 10:00 PM and 7:00 AM.
Please respect neighbours and keep noise to a reasonable level at all times.

Can I move furniture?

Please do not move large furniture without permission.
If something needs changing, contact us and we will advise.

Can I use candles?

No. Candles, open flames and unsafe electrical items are not permitted.
Safety first — old-fashioned common sense still wins.

Pets

Are pets allowed?

Pets are not permitted unless agreed in writing before booking. Some properties may accept pets by prior approval.

Is there a pet fee?

A pet fee may apply where pets are accepted.
Please contact us before booking to confirm the property rules, fee and suitability.

What are the pet rules?

Where pets are accepted, guests must:

keep pets under control;
not leave pets unattended for long periods;
prevent pets from going on beds or furniture;
clean up after pets;
avoid noise or disturbance;
report any damage immediately.

Additional cleaning or damage charges may apply.

Parking and Transport

Is parking available?

Parking varies by property.
Some properties have private parking, some have permit parking, and others use on-street parking nearby.
Please check your booking details or contact us before arrival.

Do I need to arrange parking in advance?

At some properties, yes.
If a parking permit, gated parking, visitor permit or allocated space is required, this may need to be arranged before arrival.

Are parking fees included?

Parking charges vary by property.
Some parking is free, while other parking may require a small fee, permit or pay-and-display payment.

Are you responsible for parking fines?

No. Guests are responsible for parking legally and following local restrictions.
My Short Lets is not responsible for parking tickets, fines, towing, clamping or penalties caused by incorrect parking.

Do you arrange airport transfers?

We do not directly arrange airport transfers.
However, we may be able to recommend local taxi or chauffeur services.

Security and Safety

What security measures are in place?

Security varies by property and may include:

secure key safes;
coded access;
smart locks;
secure entry doors;
external CCTV;
communal area CCTV;
gated parking;
reception or concierge at selected locations.

Full details vary by property.

Is there CCTV?

Some properties have CCTV in external areas, car parks, entrances or communal spaces.
CCTV is used for safety, security and property protection.
There is no CCTV inside private guest accommodation.

Are smoke alarms provided?

Yes. Properties are fitted with appropriate smoke alarms and safety equipment.
Please do not cover, remove or tamper with any safety equipment.

What should I do if a smoke alarm sounds?

If there is a fire or danger, leave the property immediately and call 999.
If the alarm sounds due to cooking smoke or a false alarm, ventilate the area and contact us if you need help.

Damage, Keys and Lost Items

What happens if I damage something?

Please tell us as soon as possible.
Accidents happen. Reporting issues quickly helps us repair or replace items before the next guest arrives.
Charges may apply for damage, missing items or excessive cleaning.

What happens if I lose my keys?

If keys, fobs, permits or access devices are lost, a replacement and call-out fee may apply.
The standard charge for lost keys is £200, depending on the property, locks and call-out costs.
This may be deducted from your deposit or charged to your card.

What should I do if I lock myself out?

Contact us as soon as possible.
A call-out fee may apply if a team member or locksmith is required.

What if I leave something behind?

Please contact us as soon as possible.
If the item is found, we can arrange collection or postage. Postage or courier costs must be paid by the guest.

Booking and Payment

When do I need to pay?

Payment terms depend on your booking type.
For short stays, full payment is usually required before arrival.
For longer stays, payment is usually required in advance and then invoiced on an agreed schedule.

Is a deposit required?

A security deposit, card pre-authorisation or valid card details may be required for some bookings.
This helps cover damage, missing items, excessive cleaning or breach of house rules.

Can I extend my stay?

Extensions may be possible, subject to availability.
Please contact us as early as possible if you wish to stay longer.

Can I shorten my stay?

Please contact us in writing if you need to shorten your stay.
Cancellation terms and charges may apply depending on the booking type, notice given and original agreement.

Can I get an invoice?

Yes. We can provide invoices for direct bookings, business stays and corporate bookings.
Please provide the correct company or billing details when requesting an invoice.

Before You Leave

What should I do before check-out?

Before leaving, please:

wash used dishes;
remove rubbish to the correct bins where possible;
turn off lights and appliances;
close windows;
lock the property;
return keys as instructed;
report any damage or issues.

Do I need to strip the beds?

No, you do not usually need to strip the beds unless instructed.
Please leave used towels in the bathroom or another clear place for housekeeping.

Where do I leave the keys?

Please follow your property-specific check-out instructions.
Keys are usually returned to the key safe or lockbox.

Still Need Help?

If you need anything before, during or after your stay, please contact us.
Our team is here to make the process straightforward and your stay comfortable.

Telephone: +44 20 8088 8882
Email: info@myshortlets.co.uk

Frequently Asked Questions