FAQs

THE APARTMENTS

What is a serviced apartment
?
A Cuckooz serviced apartment works in exactly the same way as a hotel but with the added benefit of the space, comfort and freedom of a home away from home. You check in and check out the same as if you were at a hotel, yet amenities such as wifi and traveller luxuries such as a fully-fitted kitchen and separate bedroom are included. Our apartments average around 800 sq. feet – much more than the equivalent standard hotel room and more space on average compared to other serviced apartments in London.

What can I expect in my apartment?

  • Fully-fitted kitchen with oven, hobs, microwave, toaster, kettle, dishwasher, cooking equipment, crockery and utensils
  • A set of towels and luxury bathrobe per guest plus Bamford toiletries
  • Integrated washer/dryer
  • Wireless internet access, with compliments
  • Smart TV and Apple TV in the living area

Is there internet access?
Yes – we provide a complimentary wireless broadband service to all apartments at every location.

What is the maximum number of people the apartments sleep?
Each apartment category lists the number of people it will sleep, as well as whether there is a sofa bed in that category. The largest number of people any one apartment will sleep is 6, in the penthouse at Aldgate East. All two bedroom apartments sleep a maximum of 4 people and one bedroom apartments sleep 2 people, with some sleeping 3, if listed with a sofa bed. Please clearly check the category you are booking. Additional charges apply to guests staying on sofa beds and requiring additional linen and towels.

Are there washing facilities in the apartment?
Full washing facilities are available in each apartment including an integrated washing machine/tumble dryer.

Are they smoking or non-smoking apartments?
All Cuckooz apartments are non-smoking. Should guests be found smoking in an apartment, a fee may be charged for the deep clean which will be required before another guest is able to check in to the apartment.

How often are the apartments cleaned?
All apartments are deep cleaned by our experienced cleaning staff for every arrival. Subsequent cleans are provided on a weekly basis if you are staying with us for a longer period of time.

If you are staying less than 7 nights, you can book an additional cleaning service (details below*) as and when you wish. If you are staying for longer than 7 nights, your first clean will occur on the 8th day of your stay and every 7 days thereafter.

* An additional cleaning service can be provided at £25 for a one bedroom apartment, or £35 for a two bedroom/penthouse apartment. Please enquire at the time of booking or at latest, upon check-in.

Do the apartments have baths?
All of the apartments at Cuckooz Hoxton, and the one bed apartments at Cuckooz Aldgate East have baths.

Are pets allowed?
Only guide dogs are permitted.

THE BUILDINGS

Is there car parking?
There is no parking at Cuckooz Aldgate East or Cuckooz Hoxton. We recommend searching for a carpark via the NCP website: https://www.ncp.co.uk/ or using an App called JustPark. All parking is made at your own risk, and you will be responsible for any costs to park or penalties incurred.

Is there a lift in all our buildings?
Yes, each floor is accessible my both lift and stairs in Aldgate East and Hoxton.

MY RESERVATION

What is the minimum length of stay?
The minimum length of stay is three nights. However, additional restrictions may be imposed on some apartment types during busy periods.

How do I pay for my booking?
Pre-payment is taken for all online bookings - so if you are booking online, the card you provide will be debited automatically and you will be sent a receipt shortly afterwards with the confirmation from our Reservations team.

Are there any fees for paying by credit card?
There is no additional booking fee. When booking direct a 3.5% fee will be applied for using Visa and Mastercard, or 4.5% for Amex and Diners cards. There is no extra charge for debit cards.

Do you offer corporate rates?
Yes. For further information please contact the Sales team on +44 (0)207 481 8507, or email enquiries@cuckooz.co.uk

Do I have to pay a deposit for my booking?
A pre-authorisation of £200 will be taken from your debit or credit card upon arrival to the building.

What is a pre-authorisation?
A pre-authorisation is an amount frozen in your account to cover the cost of any potential incidental items including (but not limited to): breaches of terms & conditions, breakages/damages, excessive cleaning charges above the normal level of cleaning due to the apartment being left in an unacceptable state.

Please be aware that the pre-authorisation may affect your available funds balance of spending limit on the credit or debit card used at the time of check-in for a period of 5-10 days (please note this is an indicative timescale only). Once a pre-authorisation has been made, we cannot release, remove or lower the authorized amount until we process the final account after departure.

Can I change the dates of my reservation once already booked?
Provided we have availability at your chosen location, we may be able to amend the dates of your booking. You will need to discuss this directly with a member of the Reservation Team and we must receive a confirmation from you in writing via email 72 hours prior to your check-in date and time to enquiries@cuckooz.co.uk stating that you wish to proceed with the changes.

Please note that any special offer bookings are non-transferrable and non-refundable. Please also note that shortening the length of your original booking may be subject to charge. Extensions of your stay are subject to availability at the time of request.

Can I cancel my booking?
Yes – Cuckooz operates a 72-hour cancellation policy for bookings made through our website, after which you will be liable for the apartment. You will receive a full refund if you cancel at least 14 days in advance. Please note that any special offer bookings are both non-refundable and non-transferrable.

To cancel your reservation, please contact us on +44 (0)207 481 8507, or email reservations@cuckooz.co.uk

CHECK-IN AND CHECK-OUT

What time do I have to check-in and check-out?
Check-in is from 3pm. Check-out is by 10am.

Can I check in earlier than 3pm?
Yes - you may be able to reserve an early check-in from 11am at the additional cost of £50, subject to availability. Please call Reservations ahead of your arrival date to book this. Early check-in is subject to availablity and cannot be guaranteed.

How do I check in?
It is very simple to check-in to your apartment. Where you have supplied a valid email address, we will email you your check-in details. Check-in is available from 3pm; if you would like to check in earlier, please contact one of our reservations staff on +44 (0)207 481 8507.

How do I check out?
Upon departure from Cuckooz Aldgate East, please ensure to lock your apartment door and return your keys to the office on the ground floor. We kindly ask that you leave the apartment in a presentable condition, removing all rubbish, making sure that all windows are closed and that appliances are switched off. If you are leaving outside of office hours (9am - 6pm, Monday to Friday), please pop your key in the letter box marked 'Cuckooz' by the front door at Aldgate East.

If you are leaving an apartment at Cuckooz Hoxton, we will be in touch to discuss your departure arrangements, if we haven't already done so, when planning your arrival. 

Is there a penalty if we check out late?
If guests check out later than 10am, a charge will apply. Should a guest fail to depart after 3pm an additional night will be charged. A late check-out until 12pm may be pre-arranged and is likely to incur a charge of £50, dependent on circumstances.

ANYTHING WE'VE MISSED

Are there single beds?
There is one, two bedroom apartment in the Aldgate East property with two single beds in the second bedroom.

Are cots or high chairs available?
Yes – travel cots are available for £20 per stay. We do not have high chairs, but may be able to acquire one for you if you are staying with us for a long period of time.

Extras Available:

  • Baby cot (£20)
  • Extra linen & towels (£30)
  • Extra clean (£25-£35)
  • Early check-in (£50)
  • Late check-out from 10am to 1pm (£50)