Frequently asked questions
Our friendly reservations team are always happy to help you plan your next stay with us. If you’d like some assistance, you can reach us on +44 (0) 20 7341 7052 from Monday – Sunday from 8am – 8pm including UK bank holidays, firstname.lastname@example.org or send us a message on WhatsApp at +44 (0)7702 551 923. Meanwhile, you can find a list of answers to some frequently asked questions below.
The quickest way to book your apartment at a Cheval Residence or Cheval Maison is to visit our website www.chevalcollection.com.
You can also contact our friendly reservations team Monday – Sunday from 8am to 8pm including UK bank holidays on +44 (0) 20 7341 7052, via email email@example.com or WhatsApp +44 (0)7702 551 923.
Our cancellation policy depends on the rate booked. Look for specific terms and conditions, within your booking confirmation email.
If you need to cancel your reservation, please contact our reservations team on +44 (0) 20 7341 7052, via email firstname.lastname@example.org or WhatsApp +44 (0)7702 551 923.
For any amendments, please contact our reservations team on +44 (0) 20 7341 7052, via email email@example.com or WhatsApp +44 (0)7702 551 923.
At Cheval Collection we like to guarantee that our guests will receive not only the best service but also the best price. That is why we will always offer you the best price, offer(s) and conditions for your reservation when you book directly via our website or our contact centre.
We accept all major credit cards, including VISA, Mastercard and American Express.
We only accept payment in British Pounds.
We cannot exchange foreign currencies in our properties, however our front office team will be able to direct you to the nearest currency exchange facility.
Check-in time is from 15:00
Check-out time is at 11:00
On check-in we will request a credit card to pre-authorise a fixed amount, dependent on the number of nights you are staying with us. This is to cover any expenses incurred during your stay, and as a security deposit to set towards any potential damage to the apartment beyond reasonable wear and tear.
For stays of 1-6 nights: Upon check-in, we will request a pre-authorisation of £60 per night up to a maximum of £360. At this stage, no money is taken from your account; your credit card company will simply hold this amount against your credit limit. Assuming there are no other charges, once you check out the credit amount will be released, usually within a few days, however this can take longer depending on your provider.
For stays of 7 or more nights: Upon check-in we will debit your card for a sum of £420. Assuming there are no other charges to cover at the time of your departure, this amount will be refunded in full to your account. Please be aware this refund may take up to five working days for processing and is dependent on your banking provider. The reason we debit a sum of money rather than use the credit card pre-authorisation function is that most providers do not permit a pre-authorisation hold for longer than seven days. If you were staying with us for a period of four weeks, for example, we would have to renew this pre-authorised amount repeatedly. This has the potential for multiple holds on your card at any one time, which is a situation we wish to avoid. Should you have any questions about this policy, please speak to a member of the front office team.
We always try to have your apartment available to you as early as possible but cannot guarantee access before 15:00. If this is the case, our front office team would be happy to store your luggage for you until your apartment is ready.
A late check-out can be requested via the front office team the day before your departure. Please note, not all late check-outs can be accommodated for and an additional fee may apply.
Yes, you can store your luggage with us on the day of check-in or check-out.
Our front office team is available 24/7.
Yes, complimentary Wi-Fi is available at all Cheval Residences and Maisons.
We do not offer room service. However, you can enjoy food from one of our partners and choose from a selection of local restaurants with www.nightroomservice.com. Look for the display in your apartment with the access code or visit their website directly from the Cheval App.
As a general rule we do not have in-house restaurants and bars but there are plenty nearby and our team is more than happy to offer you recommendations. Uniquely, Cheval The Edinburgh Grand does have an onsite bar and restaurant called The Register Club.
You are welcome to organise deliveries directly to the Residence, whether it be supermarket shops or takeaways from nearby restaurants. If you place an online order we will ensure the contents are delivered directly to your apartment.
Cheval’s app lists all supermarkets nearest to your Residence in the ‘London Guide > Food Shopping’ area of the navigation. You can download the app here.
Deliveroo is one of the most widely used services in London for home delivery. Deliveroo partners with all types of restaurants to bring fresh food directly to your door, if possible within 30 minutes. Visit their website to get started, or you can download their app on your Apple or Android device.
A sister company to the well-known ride-sharing service, UberEats is also one of the major players in London’s food delivery market, bringing fresh meals to your door from hundreds of restaurants. Download their app from Google Play or Apple Store, browse, order and enjoy your favourite dish.
We do not permit smoking, including use of e-cigarettes in our apartments, and a fee will apply should you smoke in your apartment. You are welcome to smoke cigarettes, cigars, cigarillos, pipes and electronic cigarettes on the balcony or terrace of your apartment should you have one. The use of waterpipes (shisha), or any device that involves the burning of wood, coal or charcoal to heat tobacco or incense for any purpose is expressly forbidden in any part of your accommodation, including on balconies, on terraces and in gardens.
You can subscribe to our newsletter by visiting https://www.chevalcollection.com/newsletter-signup/ . If you no longer wish to receive our newsletter, you can unsubscribe by clicking ‘unsubscribe’ at the bottom of the most recent newsletter you received from us.
You can order Continental or full English breakfast items when making your reservation online during the checkout process. On arrival, these items will be waiting for you in your apartment so you can prepare breakfast for when it suits you. Alternatively, you can contact our reservations team on +44 (0) 20 7341 7052, via email firstname.lastname@example.org or WhatsApp +44 (0)7702 551 923 to pre-order breakfast items.