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Frequently Asked Questions

How do I know that my booking has been cancelled?
Once you have cancelled your reservation you should receive an email confirming the cancellation. Please check your inbox and spam/junk mail folders. If you don’t receive an email please contact us.

How do I know if parking is possible and how can I reserve it?
Under the property description you can see whether or not the property has parking, and if any restrictions apply. If the host requests you reserve parking, please contact them directly with the contact information provided in your booking confirmation.

Can the host store my luggage before check in or after check-out?
If the host has a luggage storage it will be displayed on the hotel’s page under "Amenities". For more information regarding the host’s facilities on luggage storage please contact the host directly using the contact details provided after completing the booking.

How do I find out if a property has a certain facility, e.g. a lift?
Under the property description you can see a list of all the property’s facilities, activities and services.

Do you have pictures of the rental properties?
Yes, you can see them on the website.

What is the minimum stay?
The minimum stay will be displayed in the property description. When in doubt, please contact us and we will find you a property for whatever length of stay.

What are your terms and conditions?
Please take the time to read our terms and conditions prior to booking one of our properties.

What is the difference between a hotel and a serviced property?
Serviced properties offers spacious, fully furnished, beautifully decorated properties, much larger than hotel rooms (even extended stay hotel rooms), featuring a genuine (more home-like) residential character. FlexiFlat offers the best selection of Serviced Properties.

All properties usually feature a complete kitchen, and have separate dining, living and sleeping areas. Many even include a washer & dryer in the property. A wide range of personal services and exceptional amenities including health clubs and swimming pools (at many locations) provide a refined lifestyle, and offer a caring and homelike atmosphere for guests and their families.

Are taxes included in the price?
All local taxes are included in the price.

Are the prices per person or per property?
Prices are for the property rather than per person, however the number of persons permitted to occupy a property is limited to the number of beds provided. If you enter your arrival date, number of people and number of nights, the price will be calculated for you automatically.

How accurate are the availability calendars?
We regularly encourage hosts to keep their calendars updated. Hosts that continue to have out of date calendars will eventually be blocked from listing on the site.

What time can we arrive and depart?
The times vary by property but Check-in is generally between 12pm and 4pm, on the day of arrival and Check-out from 11am onwards, on the day of departure. Full details of you chosen property's policy will be provided in a confirmation e-mail, when you book.

What happens if something goes wrong whilst I am staying in the property?
Simply call us on +44 (0) 203 318 5811 or email us at and we will endeavour to deal with the issue in a fast and efficient manner.

What if I don't like the property when I arrive?
Please call us immediately. We want everyone to be happy with their chosen property. There should be no surprises when you arrive. If you have reasonable concerns or doubts about a property we will try to deal with them or accommodate you elsewhere subject to availability. If you choose not to take any alternative offers for reasons that we consider to be unreasonable the cancellation policy will apply.

Do the properties provide wheel-chair access?
Some of the properties have lift access, but may still have one or more steps. Please contact us to discuss your requirements before booking.

Do I have to pay for children?
Please check each property's description page for additional Booking Conditions.

Do you provide cots and high-chairs?
Please check each property's description page for additional Booking Conditions.

What types of clients does Flexiflat serve?
Flexiflat serves hundreds of holiday makers, business travelers, expatriates and contractors every week, plus organizations including officials, military, entertainment industry, small and mid-sized businesses, professional sport teams, leisure travelers, seniors and more.

Do I have to pay a security deposit?
Please check each property's description page for additional Booking Conditions.

I’m trying to book online, but the website says I can’t, what shall I do?
We hope you find our online booking tool easy to use, but if for any reason you need to call us, we are ready and waiting to take your reservations on +44 (0) 203 318 5811 with a team of friendly, enthusiastic and knowledgeable staff just a phone call away. Alternatively you can drop us an email or submit your enquiry via the website and we will get back to you the following day.

Can I start my stay on any day of the week?
Yes, subject to availability you can make a booking starting on any day of the week.

How and where can I collect my keys?
Full details in collecting keys will be in your confirmation email sent on completion of the booking.

What happens if I have a problem on arrival?
In the unlikely event of an arrival problem, you will need to contact the Host on the telephone number and contact details provided in your confirmation email.

How can I write a review?
We invite you (by email) to write a review after you have booked through us and stayed at the property.

Who can write a review?
Everyone who books through will be invited to write a review after their stay.

Can I edit a written review?
You are not able to edit a review once it is submitted.

Why has my review not been posted yet?
We receive many reviews, it can take a couple of days for them to appear on the website.

Does amend reviews?
No. Once we have moderated for obscenities, we post all reviews as they were submitted (both positive and negative).

Does write reviews?
Absolutely not. We are proud that all of our reviews are written by real guests that have stayed in the hotels they are reviewing.

Can I also leave a comment anonymously?
Yes, you can also leave a review anonymously; in this case only your country, date of review and 'you were travelling as' will be shown.

Can I write the review in the language that I want?
Yes, you can. We support the website in 41 languages. We advise you to write in the language that you chose while making the booking.