Frequently Asked Questions

Q: What is a serviced apartment?
A: A serviced apartment is the perfect combination between staying in a hotel and leasing an apartment. We provide the comfort of a hotel including maid service, broadband access, fresh towels and linen change, but you also have the added convenience and freedom of staying in a spacious fully furnished luxury apartment.

Q: What services and facilities are included in the rate?
A: We include everything to make your stay as comfortable and convenient as possible. Our apartments have Broadband, DVD Players, Cable TV, and fully equipped kitchens. We provide all your cooking utensils and cutlery. Fresh towels and linen are provided weekly.

Q: Is there internet access?

A: Yes – we provide a complimentary wireless broadband service to all apartments at every location.

Q:Is there car parking?

A: Car parking is available for an extra fee at all Canary Wharf locations. Please note that parking cannot be guaranteed, so please call +44 (0) 788 737 8873 to reserve parking ahead of your check-in date.

Parking is available from your check in time till your check out time.

Q.Are there smoking or non-smoking apartments?

A: All ZEN Apartments are non-smoking.

Q: Are pets allowed?

A: No, pets are not allowed.

Q. Is there a lift in all our buildings?

A: Yes, each floor is accessible by both lift and stairs.

Q: How often are the rooms serviced?
A: Our apartments have maid service weekly. This keeps your apartment looking the way it did when you first arrived and includes a linen and towel change (weekly)

Q: How do I get access to my apartment and will I be met on arrival?
A: Many of our apartments have 24 hour concierge and offer a meet and greet service. Otherwise we operate a self check-in system; therefore we would very much appreciated if you could let us know your estimated time of arrival beforehand. In addition to that, guest is required to contact us 30 minutes prior to his arrival time. Once you will be at the entrance of the property, you can call us for key collection and we will be more than happy to assist you with the check in.

Q: How many people can stay in one of your apartments?
A: At the time of booking we will need the names of each of the people staying in the apartments. Strictly, you are not allowed to exceed more than persons reside or sleep on the premises other than mentioned at the time of booking, including children. If you have children staying with you we can provide extra bedding if available. Please contact us for further information.

Q. What is the minimum length of stay?

A: The minimum length of stay is 1 night, but 3 nights for Executive apartments. However, additional restrictions may be imposed on some apartment types during busy periods.

Q: What discounts do you give for longer stays?
A: We have solutions for long stays and for those requiring Interim Housing or companies requiring Corporate Apartments for an extended period of time, please contact us for further details.

Q: What time is check in / check out?
A: Check in time at Zen Apartments is from 14.00 till 20.00. Check out at 10.00.

Early or late check in/ check out is available for an extra charge and has to be arranged in advance. Please call our team on +44 (0) 788 737 8873 or +44(0) 799 001 0099 for any further information.

Q: I am working in London on a contract basis, what type of apartment can you offer me?
A: We specialize in offering accommodation for people working in London on a contract basis. Our apartments have great locations and offer much greater freedom and flexibility than staying long term in a hotel. Our 2 or 1 Bedroom apartments can be ideal depending on your specific accommodation requirements.

Q: Have you worked with other corporate clients?

A: Yes, our regular customers are Barclays, HSBC, Morgan Stanley, IBM, Lycatel and much more.

Q: How do I make a reservation?
A: Making a reservation couldn’t be easier. Once you will get booking confirmation email from us you need to deposit 40% of total amount via PayPal or bank transfer or credit/debit card. Kindly note 3% surcharge apply for credit card payments. Our apartments are always in high demand so it is advisable to book early to avoid disappointment.

Q: Is my deposit refundable?
A: Your security deposit will be held for the duration of your stay. At the end of your visit you will be check out from the apartment and an assessment of damage will be made. If you fulfilled the terms and conditions of the agreement, left property in the condition you entered, deposit will be returned to you. Otherwise, security deposit is subject to deduction.

Q. Can I cancel my booking?

A: Yes, you can cancel your booking, subject to terms and conditions of your reservation.

14 days cancellation policy – You will be charged 100% of the first night if you cancel your booking 14 days prior your arrival. If cancelled or modified later or in case of no-show, the total price of the reservation will be charged.

Non Refundable policy – If cancelled, modified or in case of no-show, the total price of the reservation will be charged.

Q: Can I stay longer than agreed term?
A: Once you realise you want to stay longer than originally agreed, please contact us directly for availability check.

Q: What charges and fees are included in the daily rate?
A: All taxes and fees are included as well as linen change, towels, wifi etc.

Q: How can I find out more?
A: For more information feel free to contact us by e-mail or telephone and we will be happy to assist. Many of our guests are staying in serviced apartments for the first time and our staff are more than happy to help with any specific queries or requests.