Frequently asked questions

How can we help you?

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  • Can I make a booking on behalf of another person but pay with my card?

    Only companies which we approve of may do this. You can pay by bank transfer for a stay but the client staying must give us card details for a security deposit and show photo ID. This can either be a driving licence or a passport.

  • Can you do anything for occasions?

    If you want us to put something in an apartment for a guest for their arrival, we can do this.

  • Do you arrange airport transfers?

    We personally don’t arrange airport transfers, but we can send over some highly recommended chauffeurs.

  • Has my booking been made as I have not received a booking confirmation?

    Once the payment has been made you will receive a booking confirmation. Please get in touch if you do not have one.

  • Can I pay in a different currency for my stay?

    All payments must be paid in Great British Pounds (GBP)

  • How do I confirm a booking?

    A 20% deposit is required to secure the apartment and guarantee your booking.

  • Do you charge VAT?

    We do not charge VAT to our guests.

  • Do you offer regular clients a reduced rate?

    Yes, we love to welcome back old clients and will always offer regular clients a very competitive rate.

  • Can I stay with you for Cheltenham Races?

    Most of our accommodation is available for the Cheltenham Race Festivals. If it’s for the Gold Cup Festival, we ask for a 4 night minimum booking. A 50% deposit would be required, then the final payment will be taken 4 weeks before arrival. The security deposit is £400.

  • How many people can you accommodate in an apartment?

    The number of guests per apartment depends on the number of beds, the size of the bed and if sofa beds are available. Our accommodation pages details how may beds and their size are available and if sofa beds are available

    • King, double and Super king size beds can accommodate two guests.
    • Single beds can accommodate one guest
    •  Sofa beds can accommodate 1 or 2 guests
  • Do you cater for families with young children?

    Yes, we love to accommodate families and have cots, highchairs, and travel cots available on request.

  • Are the apartments close to Cheltenham town centre?

    All of our apartments are in prime locations in Cheltenham such as Montpellier, Lansdown, Pittville and the town centre. When booking, you can request to have an apartment which is close to the town centre, however there are great transport links nearby.

  • Do you have apartments in other areas of the UK?

    All our accommodation is currently in the Cotswolds but we may acquire properties elsewhere in the future.

  • Can I come and view the apartment before booking?

    If you’re planning on staying with us long-term then we allow viewings. However, this isn’t always possible if there is a current tenant staying and they don’t wish to allow this.

  • How do I make a change to my reservation?

    If you need to make a change to your reservation, please email us and we shall try and accommodate where we can. However, this isn’t always possible and there could be additional costs. Please see our cancellation policy in the terms and conditions.

  • What if I need to cancel or postpone?

    We reserve the right to retain deposits but will refund payment of the final balance as per our Terms and Conditions.

  • When is the final balance due?

    The final balance is due 2 weeks before arrival.

  • Do I have to pay a security deposit?

    Yes, there is a £250 security deposit which is due on arrival. An additional £250 is added when bringing a pet.

    The security deposit is fully refundable within a week of depart if the property is left in good condition.

  • Do I have to pay a deposit?

    We require a 20% deposit of the booking total to secure the property. If your booking is a long-term stay we require 20% off the first months total.

  • If I'm paying by invoice, how do I secure an apartment?

    Please contact us with your nominated card details to secure your booking.

    You are also able to make a payment via bank transfer via the invoice details. Payments are taken in fortnightly installments from your nominated card. We can customise payment terms from fortnightly payments to weekly or monthly if you prefer.

  • What payment methods do you accept?

    We accept all major credit and debit cards.

    We also accept payment online and by bankers draft. All payments received must be NET of any bank charges.

  • How do I make a reservation?

    When you find your ideal serviced apartment you can book online or contact us directly via phone or email to proceed with your booking.

    A friendly member of the Luxury Apartments team will be able to take you through step by step of our booking process.

  • Is there a minimum number of nights I need to book?

    We require a minimum stay of 2 nights.

    There are some additional properties that require a longer minimum night stay, please see specific property pages for further details.

  • Do you allow pets?

    In some apartments and houses pets are allowed. On each apartment page it says if pets are allowed at the top of the page. Most of our accommodation do not allow pets. If you have a pet allergy we have many suitable apartments we can offer you.

  • Why book a serviced apartment with Luxury Apartments?

    Our apartments provide more space and cheaper rates than hotels in the area. In our apartments you will be able to utilise the kitchen facility to cook inexpensively and have the ability to eat what you want, when you want to. Our apartments offer clients a home-from-home experience. There is also free and fast wi-fi in all rooms, Sky, Virgin, BT or free view TV channels , washer/dryers and parking with all apartments. We provide flexible payments and everything you need for a long term stay.

  • Are there any wheelchair access apartments?

    We do have apartments which are situated on the ground floor or have lift access. If there are specific requirements you need, let us know when enquiring.


  • What items do Luxury Apartments provide?

    We supply the following items

    Linen sets

    • Egyptian cotton sheets
    • Egyptian cotton duvet covers
    • Egyptian cotton pillowcases
    • Tea towels
    • Large white bath sheet
    • White hand towels
    • White bath mats


    • Hand soap
    • Body wash
    • Shampoo
    • Conditioner
    • Body lotion

    Kitchen Items

    • Tea
    • Coffee
    • Milk
    • Sugar
    • Salt and pepper
    • Biscuits

    Household Items

    • Toilet paper
    • Kitchen paper
    • Bin bags
    • Pedal bin bags
    • Food Storage bags
    • Cling film
    • Foil
    • Hoover bags
    • Replacement toilet brush heads

    Cleaning Items for Guest’s Use

    • Anti-bacterial spray
    • Magic sponges
    • Jay cloths
    • Furniture polish
    • Glass cleaner
    • Shower cleaner
    • Washing up liquid
    • Washing up sponges
    • Dishwasher liquid
    • Dishwasher rinse aid
    • Dishwasher salt
    • Dishwasher cleaner
    • Dishwasher freshener rings
    • Air freshener
    • Washing pods for cleaning clothes

    Personal Guest Items

    • Slippers
    • Vanity kits
    • Sewing kits
    • Pens
    • Nail file
    • Welcome folder
    • Welcome basket
  • What type of property do you need?

    We need the following properties to meet our demand:

    • Properties from one to five bedrooms
    • Pet-friendly properties
    • In Cheltenham, we are looking for properties in prime areas; Montpellier, Lansdown, the town centre, Tivoli, or around Pittville Park.
    • In Cheltenham, we are taking on Gold Cup-specific apartments and houses for the Cheltenham festival week every March.
    • In Gloucester, we are looking for properties in the Gloucester Docks.
    • Looking for investors or owners of a block of flats in Bristol, Birmingham, and Bath

    Each property must meet the following criteria, as we only handpick the best apartments for our corporate guests:

    • A high finish with modern bathrooms and kitchens
    • In an excellent condition
    • Spacious rooms
    • Parking
    • Good shower pressure
  • Do you have apartments in other areas of the UK?

    All our accommodation is currently in the Cotswolds but we may acquire properties elsewhere in the future.

Your Stay

  • Is broadband included in the cost of the apartment?

    Yes and WiFi is available.

  • Are you able to smoke in any of the apartments?

    Although some of our apartments have an outside area suitable for smokers, smoking is strictly prohibited in the apartments. Furthermore, we will charge anyone found to have smoked in the apartments an extra charge to pay for a thorough carpet, and furniture cleaning, and will be asked to leave.

  • When will my car go off the MI Permit system?

    If your car registration has been put on the MI Permit system then this will come off at 10am when you depart. We are not liable for any parking tickets.

  • Do you supply a coffee machine?

    Some of our apartments have coffee machines, but on arrival, all guests will get tea, coffee, milk and biscuits.

  • Do you provide a hairdryer?

    All of our apartments have hairdryers.

  • Do you provide a clothes horse?

    Some of our apartments have a clothes horse and some of our apartments have separate dryers to the washing machine. If you would like one, then please request on booking and we will put one in for you.

  • Are the apartments air-conditioned?

    None of our apartments or houses are air-conditioned. In the warmer months, we can provide fans for no additional charge.

  • What happens if I leave belongings behind?

    If you leave personal belongings behind, we shall collect them from the apartment and store it in our office. We will then ask for your postal address. The cost of this will be paid by you, plus an admin charge of £15.00.

  • Am I able to move to a different apartment if I don't like the apartment I've booked?

    We hope that you like your apartment but if you feel that you need to move apartments, we will see what is available for your stay. However, this isn’t always possible. This may incur a cost to move.

  • What happens if I need something out of the office hours?

    Our offices are open 9am-6pm on weekdays and 10am-4pm on Saturdays. If you need to contact us outside of these hours, then please ring the number on our website and it will get redirected.  There will be a £50 charge if we have to come out to you and it’s a non-emergency call.

  • What happens if I lose my car permit you issued me?

    If you’re issued a parking permit on arrival, and you lose it during your stay, then we will deduct this from your security deposit, or charge your card. You will be told about any additional charges before payment is taken. These permits cost £51.50 plus a £15 admin fee.

  • What happens if I get locked out?

    We hope that you don’t get locked out, but if you do, please give the office phone a ring. A member of our team will come straight out to help you, but if not, we shall call a locksmith out. This will cost you £50.

  • What happens if I lose my keys?

    We always make sure that we have a set of keys whilst you’re staying with us. However, if you can’t find your set then we would need to get another cut. The charge for this will be £100 and will either come off your security deposit, or we would ask for your card details.

  • What happens if I don't check out on time?

    Check out for everyone is 10am, unless you have written to us in advance requesting a late check out time and we’ve confirmed this. If you fail to do this then we will deduct a fee from your security deposit. We need to allow the cleaners to get in the apartment and turn it around before the next guest arrives at 2pm.

  • Can I check out but leave my luggage in the apartment?

    We ask for all guests to take their luggage with them when checking out. However, in some cases you may be able to leave your luggage in the apartment if there is no one arriving on that day. However, we can’t always allow this.

  • Is a housekeeping service provided?

    Yes we provide weekly house-keeping. Extra cleans can be arranged on request for an extra charge.

  • Do the apartments have parking?

    Yes, there is parking available. Some have secured garages, others have free parking on the road. None should require paid parking.

  • Do you provide towels and bedding?

    Yes, and fresh linen and towels are provided weekly.

  • What is your arrival/departure time?

    Arrival time is from 3pm and the time of departure is 10 am. However, we will be happy to offer you earlier arrival times and later departure times if possible. There may be a charge for this service.

    We usually have a later departure time on Sundays and Bank Holidays for the convenience of our clients and to allow our wonderful house-keeping team a relaxing Sunday morning or Bank Holiday

  • How do I collect keys?

    We meet and greet all of our clients to provide them with keys and/or keypad access codes.

  • Can I extend my stay?

    Our apartments offer great flexibility and we are often able to increase the stay of our clients but we recommend you contact us as soon as possible as our apartments are very popular.

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