Arrivals & Departures

We pride ourselves on providing a warm and hassle-free welcome to London. After booking a property, you will receive a booking confirmation email with the address of your property. We will also send a number of follow up emails to remind you of key information (such as the arrival date/time) as we get closer to the day of arrival.

Please read the welcome information carefully, especially the information regarding key collection and balance payment. Moreover, we will also ask that you observe our House Rules during your stay, these will also be outlined in the confirmation email. In addition, Emergency Contact numbers will be provided and should be your first point of contact if you encounter any emergencies during your stay with us.

For any further assistance regarding your arrival, please feel free to contact us via the online chat, email (, or by calling us at +44 (0)20 3805 3030 (opening hours and international phone numbers can be found at the bottom left of our website).

Welcome instructions for your stay with Short Let London

Before your arrival

Once the booking is made, you will receive a booking confirmation email that contains the property address, arrival contact numbers, and key collection information. We will also send you an arrival confirmation email to arrange the time of check-in. Our standard check-in time is between 15:00 and 20:00.

We understand that not all flights land in sociable hours. If you arrive before or after the standard check-in time, we are happy to offer an early/late check-in but please note that these are subject to availability and extra fees (£20.00 for arrivals after 20:00). Please contact us in advance if you have an early/late arrival, or if you have any other requests.

We also understand that London can seem like a really big city, especially for first time visitors. Because of this, we’ve put together some information to help you find your way to the apartment easily and quickly. Check out our “how to reach apartments tab” found in the help menu at the top of the website.

Arrival Day

After arriving to London, please be sure to contact us an hour or 2 prior to reaching the apartment. This step is extremely important as we need to confirm an exact arrival time – helping to avoid delays. Our agent will then meet you at the booked apartment at welcome you to the property. They will continue to give you a set of keys and assist with the check-in procedure.

Key collection & payment at arrival

When you book one of our holiday apartments, you will receive a confirmation email with the exact address of your apartment

To make sure your check-in goes smoothly and easily, we will send you an arrival and check-in reminder email a few days before, with all the key information: arrival contact number and the address of the apartment.


Our welcome agent will meet you at the property (full address is in your booking confirmation - more info about how to reach our properties from airports and stations). You need to call us 1 hour before arriving at the address in order for us to guarantee check-in at your most convenient time.

Our welcome agents will be waiting for you; they will collect rent payment and give you a set of keys. In case you are running late, please let us know as soon as possible. More info about our welcome instructions.


We have different methods of rental payment available on your arrival. You can choose from paying in cash or make the payment by debit/credit. Or you can pay by bank transfer and show us a proof of payment. We accept £ Pounds, € Euros and $ Dollars.

We are here waiting you, contact us to book now one of our holiday apartment.

House Rules

At Short Let London, we want you to have a pleasant and enjoyable stay.

To avoid any misunderstanding, please read our simple House Rules carefully, and feel free to Contact Us if something isn’t clear.


  • Checkout time: before 10 am on the departure date.


  • After 10am (on request). Additional Fees apply. Subject to availability.


  • Please leave the keys on the table inside the apartment and doors unlocked, but closed.


  • Smoking IS NOT permitted in the apartments or in any other area of the property.


  • You may bring your pet. Additional fees apply: £1.50 per pet and day.


  • Bed linen replacement (additional set). Can be ordered any time during the stay with 24 hour notice. Additional Fee: £10.00 per bed.
  • Cleaning service: Can be ordered any time during the stay with 24 hour notice. Additional Fee: £20.00 per service.
  • Call out service: In case of lost or damaged keys, or the Client being locked out of the property. Additional Fee: £25.00 (9am-6pm, Mon-Fri) or £50.00 (6pm-9am, Mon-Fri, all weekend and public holidays) - These charges must be paid immediately to the Agent.
  • All additional guests must be reported to the Company. Contact us or call our office number +44(0)203 8053 030.

Additional items you may need

We include many items as standard on arrival, such as cutlery, pots and pans, bed linen and towels.

Each apartment listing will have a detailed description of what is included.

We also offer additional items available on your request.

We are happy to offer:

  • Bed linen change (additional set) - £10.00
  • Cleaning service (per service) - £20.00
  • Iron & ironing board
  • Additional set of keys (per set) – under request, price may change as we have special keys.
  • Hairdryer

Emergency (24/7)

During your short or long stay in London, we take care about you

Whether your stay in London is short or long, we’re committed to your comfort and safety.

We provide an emergency contact number for our clients, available 24/7. This will allow you to ask for assistance with any issues or questions about your apartment during your stay. You’ll receive this emergency number in your booking confirmation.

For minor issues and requests, please contact our office during opening hours and our Customer Service Team will be happy to assist you.


You will find your emergency number inside your booking confirmation email.

Check-in and Check Out time


You’re welcome to check in between 15:00 and 20:00 free of charge. If you need to check in earlier (before 15:00) or later (after 20:00), please contact the office as it is subject to availability, and will require an extra fee.


Standard check-out time is before 10 am. You can check out later until 14:00 for £20, or any time after 14:00 for an extra night payment.