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Frequently Asked Questions

What is serviced accommodation?

Serviced accommodation is a fully-furnished property available typically on a short-term basis. It provides a home from home environment that allows you to live like a local. The kitchen facility, high-grade amenities, towels and linen, taxes and utilities are all included within the rental price.

What is included in properties?

Our properties include everything you need for your stay from Linen and towels, Fully-equipped kitchen with plates, cutlery and cooking utensils, TV with Freeview and Netflix and fast WiFi, Washing machine/ dryer and a Complimentary welcome pack of tea, coffee and sugar.

Why should I book a serviced accommodation with Fortuna Property Services?

  1. Cost effective - serviced accommodation are usually cheaper than hotels, yet they offer more space and privacy.
  2. Many options - unlike hotels, we offer various properties in different sizes and designs. We have a wide range of selection from 1 bedroom to 3 bedroom, accommodating up to 9 people per property.
  3. Better flexibility - serviced accommodation are available for short and medium term stays. You can also extend your stay. You can also request housekeeping services, like you would do with a hotel.
  4. Parking - we have parking available on site across all our properties (please check arrangements with individual sites)

What does the price include?

The price includes accommodation fee, all bills, cleaning fee and administration/service fee.

What type of payment methods do you accept?

We accept the following methods of payment:

• Visa, Mastercard, Maestro, JCB, Discover, American Express & Delta

• Bank transfer – payments can be transferred directly into our account. Please quote name and invoice number on payment. The payment must be cleared in full net of all bank charges before arrival date. Please note that we cannot accept cheques or cash.


Are there any additional charges?

Guests are liable for any damages and breakages caused during their stay. Please note that your accommodation charges cover an end of tenancy clean of up to 3 hours. If the property is left very dirty and we need to spend more than 3 hours cleaning, we reserve the right to charge an extra cleaning cost of £50.

We reserve the right to charge for missing or damaged linen and towels at £10 per item.

Booking charges are based on number of persons occupying the property. Where number of guests exceeds the number of guests on the booking, we will make a charge of £25 per extra guest per night.

Wherever there is a Saniflo macerator installed in a bathroom in one of our Properties and the Guest doesn’t adhere to rules and flushes down pads/ wipes or similar causing a blockage, we reserve the right to charge £250 for unblocking the system.

We have an out of hours emergency call out line, if we have to attend the property through no fault of our own, there will be a £75 call out fee.

If a Guest locks themselves out, there will be a £30 call out charge during normal office hours and £75 outside of office hours. If a Guest loses a key, we will arrange for an additional set to be supplied and charge £50 for this plus a call out fee depending on the time of the day, as above.

Guest can request an early check-in or late check-out, subject to availability, at a cost of £10 per hour (or £20 per hour during peak weekends, Cheltenham festivals and races) up to 2 hours maximum.

Please check out our full Terms & Conditions.


Why should I book direct?

We offer the best rates for direct bookings. These are normally 10% cheaper than other booking portals.

How can I make a booking?

Bookings can be made on on our website by clicking HERE and selecting the right apartment for you, by calling our office us on +447947480762 or +447506699788 or by emailing us on info@fortunaproperty.uk.


How do I find available properties for the period I want to stay?

Click HERE and enter the dates you need and press Search. The list of available properties and prices will show up.

Are rates per person or per property?

The rates are per property per night, based on an occupancy of 2 adults for 1 and 2 bedroom apartments and 3 adults for 3 bedroom apartments. There is an additional fee of £25 per person per night for going over 2 adults on 1 and 2 bed properties and 3 adults on 3 bed properties.

What is your cancellation policy?

Changes to bookings and Cancellations
Once a booking has been confirmed by us, should you wish to change your booking, all requests for changes must be made in writing and we will do our best to help. All changes of date are subject to availability. Should any change be rejected, the original booking will be reinstated.

Cancellations
Stays of 1 to 27 nights
Any bookings cancelled up to 30 days before arrival, will qualify for a full refund. Cancellations between 29 and 15 days before arrival will qualify for a 50% refund. Any cancellations less than 15 days before arrival will not qualify for a refund and the full pre-paid amount will be forfeited.

Stays of 28+ nights
Any bookings cancelled up to 30 days before arrival, will qualify for a full refund. Cancellations between 29 and 15 days before arrival will qualify for a 75% refund. Any cancellations less than 15 days before arrival will qualify for a 50% refund.

Non-arrivals/ no-shows

Non-arrivals/ no-shows will be treated as a cancellation and will be subject to a 100% cancellation charge.

If you wish to cancel, or change, an extended booking (see ‘Extensions’ below), you will be liable to pay the total charges for the extended period in accordance with the scale above. These charges apply to notification advised prior to arrival and/or during your stay.

We reserve the right to treat an early departure or reduction in the number of nights or apartments booked, which results in a reduction in the overall charges payable, as a cancellation.

Us cancelling or changing your booking

We do not expect to have to make any changes to your booking. However, occasionally bookings have to be changed or cancelled. We reserve the right to do so. If this does happen, we will contact you by telephone or email where reasonably possible to explain what has happened and inform you of the cancellation or change. If a change has to be made (and the change is not acceptable to you) or your booking has to be cancelled, we will, if possible, and as soon as reasonably practical, offer you an alternative apartment of similar type and standard in a similar location for the same period. If you do not wish to accept a change or any alternative apartment offered or we cannot offer you a suitable alternative apartment, you will be entitled to cancel your booking and receive a full refund of all monies paid to us unless this is the result of an event beyond our control. You should tell us as soon as reasonably possible whether you wish to accept any change or alternative apartment offered, or alternatively, if you want a refund.

I have booked through a third party and want to cancel. What should I do?

If you have booked via a third party such as Booking.com, Airbnb and Expedia, you will need to contact them. Please note that we cannot make any changes as they have their own terms and conditions for bookings.

Can I extend my booking?

It is possible to extend your stay subject to availability. If you need to extend your stay, please contact us on +447947480762 or +447506699788 or by e-mailing info@fortunaproperty.uk.

If the apartment that you are staying in is unavailable, we will offer you an alternative where possible.

Do you accept a long-term stay?

Yes we do. However, please be aware that serviced accommodation is not like renting an apartment/flat through a letting agency. The cost would be generally higher even though we offer a discount to long-term guests. Please get in touch with us and our friendly staff member will be happy to help.

Can I keep a property on hold?

Unfortunately no, the property will remain open until you make a full payment for your stay. In some circumstances and depending on the length of your stay, we may be able to accept a payment plan, please contact us for more information.

How can I get the invoice for my stay?

If you have booked directly with us, we can provide you with the invoice. If you have booked through a third-party portal such as Airbnb, Booking.com and Expedia, you should be able to find it the invoice in your account page or on the email. If you cannot find it, please speak to them directly.

PROPERTIES

Is parking available?

We have parking available on site across all our properties (please contact us to check arrangements across different sites).

Do you accept pets?

Unfortunately, we do not accept pets at any of our properties.

Can I leave my luggage before/after check-in/out?

Unfortunately, we do not offer a luggage drop-off service. However, Guests can request an early check-in or late check-out, subject to availability, at a cost of £10 per hour (or £20 per hour during peak weekends, Cheltenham festivals and races) up to 2 hours maximum.

Can I smoke in the property?

Fortuna Property Services operates a strict non-smoking policy. If you smoke in the property, there will be an additional charge of £75 for deodorisation and £50 for deep cleaning.

Are extra beds available?

Many of our properties come with a sofa bed. Linen for sofa beds are only left when requested.

Are baby cots available?

Yes, but it's subject to request and availability. Please contact us on info@fortunaproperty.uk

Can I view an apartment before booking?

Viewing may be arranged depending on the length of your stay and occupancy of the accommodation. Please contact us if you would like to arrange this.

Can I use the property to have a party or event?

Please note that our properties are not intended as a venue for social gatherings, parties or other such events.

BEFORE AND DURING STAY

Online check in

Please note that once your booking is confirmed, our system will automatically e-mail you 10 days before your arrival date to complete an online check in form. This will confirm number of adults, any special request, whether you're arriving by car and if you need parking and for security reasons, you will be required to upload an ID for the lead guest only. Once the online check in form is completed, you will receive a link to your online guest portal with all information about your stay, address, Wi-Fi info, House rules etc. You can also download our Guest App for ease.

Arrivals and Departures

Each property is available from 3:00 pm on the day of arrival until 10:00 am on the day of departure. Overstays will be charged as a full day, unless previously agreed. Keys must be left inside the key safe upon departure and the code must be scrambled. We reserve the right to charge £50 for any set of keys not returned.

Can I check in early or check out late?

Guest can request an early check-in or late check-out, subject to availability, at a cost of £10 per hour (or £20 per hour during peak weekends, Cheltenham festivals and races) up to 2 hours maximum.

I will be arriving late in the evening. Can I still check in?

Yes you can, however please be respectful of neighbours and keep the noise down.

What are the check-in and check-out procedures?

We have self check-in and check-out system. Each property has a key safe or key pad near the main door. You can find the key code in the check-in instruction email which is sent to you a day prior to your arrival or in your guest online portal on the day of your arrival.

Can I get a package sent to the property I booked?

Please do not send packages to the properties unless absolutely necessary or you are staying long-term. If you want to send anything, you may do it at your own risk and we are not responsible for reception, loss or damages of the item. Please understand that we cannot receive anything on behalf of you as all our properties are managed remotely from our Cheltenham office.

What happens if there is an emergency?

We are always available and ready to assist you in any emergency situations. We provide emergency contact details in the check-in instruction email and in our Guest online portal.

We have an out of hours emergency call out line, if we have to attend the property through no fault of our own, there will be a £75 call out fee.

If a Guest locks themselves out, there will be a £30 call out charge during normal office hours and £75 outside of office hours. If a Guest loses a key, we will arrange for an additional set to be supplied and charge £50 for this plus a call out fee depending on the time of the day, as above.

Cleaning and linen on stays over 7 nights

We offer a complimentary cleaning and linen/ towels change once weekly on stays over 7 days. Please contact us should you wish to book this in. If any additional cleaning is required, this will be charged at £60 per clean and £10 per set of clean towels (1 hand and 1 bath sheet).

There is a missing/broken amenity.

If you find missing/broken amenities, please contact us and we will try and drop off the replacement ASAP.

Contact

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