Frequently Asked Questions

A 25% deposit of the overall total is needed within 7 days of confirming your booking unless you have booked via booking.com where your deposit will be taken upon confirmation of the booking. The deposit is non-refundable should you cancel at any time after the booking.

The balance is due 4 weeks prior to your stay. Should you confirm your booking less than 4 weeks before your stay, your balance will be due immediately.

Check in is from 3pm onwards and check out is 11am on the day of your departure.

We will try to accommodate earlier check-ins or late departures where possible. However, if we have departures and check-ins for the apartment on the day of your arrival/departure then we may be unable to. To confirm if you can definitely have an early check-in or late departure, please contact us within the week prior to your arrival.

We hold a damages deposit against your card to cover any incidentals or extra charges that may occur during your stay. This is not an extra charge and will not affect the cost of your booking. The money is not debited from your account but held like a pending transactions so even though we don’t take the money from the account the funds do still need to be available. For further details please refer to our Term’s and condition’s: READ MORE

The charge is different depending on which apartment you are staying in, to find out the amount to be held please refer to your booking confirmation. You can use more than one card to hold the deposit/s against.

A security deposit will be automatically activated against your card 3 days prior to arrival. If you have paid via bank transfer we will get in touch with you to confirm your card details in the week leading up to your arrival.

The deposit will be released following departure, providing there are no incidents or damages reported to us, this can take 10 working days from the original date the deposit was taken to show as available back in your account.

Please see section 4 in our Term’s & Condition’s for full details on cancelling your booking: READ MORE

There is a strict no smoking or vaping policy in any of our apartments, or the apartment building, including the balcony in penthouse 11. If there is evidence of smoking or vaping inside the property a charge of £150.00 will be deducted from your security deposit.

All apartments are equipped for a self-catering stay. Amenities include washing machine*, Dishwasher*, cooker and hob, microwave*, kettle, toaster, fridge/freezer, smart tv’s, iron and ironing board, hairdryer, coffee machine, cafetieres, pots, pans, utensils, cutlery, cups, glasses, plates, and bowls. There will also be some tea, coffee, milk, and cleaning items for your use during your stay. Travel cots, highchairs, and fans can be requested for during your stay

*Not included in all apartments

We provide enough bedding and towels for the number of guests booked to stay in the apartment. The exact number of guests staying will need to be confirmed on the guest login prior to your stay.

No, maximum occupancy of each apartment must not be exceeded, and airbeds are strictly forbidden. If you are found to have exceeded the maximum occupancy of the apartment you may be fined, or any member of the party asked to leave immediately where the numbers have been exceeded. If you are staying with a group who have booked other apartments you may visit other apartments, but you must return to your own apartment for sleeping purposes.

Yes, we can provide these at your request. Please let our team know how many you will need prior to your stay. These will be provided free of charge.

No there is no parking at the apartments, the nearest car parks are the Castle car park and St George’s Field car park.

Castle Car Park – Castle – Car Park (parkopedia.co.uk)

St George’s Field – St George’s Field – Car Park (parkopedia.co.uk)

Yes, there is unlimited WiFi available in all of the apartments.

Apartments 1, 2, and 6 are not easily accessible as they can only be accessed via a set of stairs, the rest of the apartments can be accessed via the lift. However, to access the building there are a couple of steps up into the building first. If you are unsure as to whether our apartments are suitable, please do call us so we can advise you in the best way that we can cater to your needs.

Pets are not allowed at the apartments with the exception of enabling pets such as guide dogs.

The closest train station is York train station based on a 15-20 minute walk away, and the closest bus station is on Rougier street which is a 10-15 minute walk from the apartments.