Frequently Asked Questions

How do I book?

You can book and pay securely online through our website on the individual page of the property you’re interested in.  Alternatively, give us a call on 01904 466146 and you can do it over the phone.


What are the check in and checkout times?

Check in is available after 3pm with checkout being for 11am.  We are quite often asked by guests if they can arrive/depart outside these hours to tie in with train times etc.  In short we will be flexible if we can be we may not be able to give you a definite answer on this as it depends on if we have other guests in on the same day as we need to allow time for cleaning.  If you ask just before the start of your stay we should have a clearer picture. 


How do I get my check in details?

These will be emailed to you at least a week before your arrival in York providing full payment has been made.


Can I drop my luggage off at the apartment?

If you are arriving in York early, say 11.30am, it should be possible to drop your bags in the hallway of your apartment.  That allows space for the cleaners to do their job.  Similarly on departure, you may be able to leave bags in the hallway for an hour or so.  In both instances, please check with a member of the Stays team first.


Do I need to bring towels and bed linen?

No, it’s all included in the properties for you.


Can you let me know the WiFi code?

Everything you need to know about the property you are staying in will be in a guest information file within the property itself.  They are left in an obvious place for you on arrival.


What happens if I need to cancel?

You can view our full cancellation policy here which forms part of our terms & conditions document for guests.


What is the complaints procedure?

We’d really hope you don’t ever need this but full details on how to make a complaint can be found in our terms & conditions document for guests.


What do I do if I have any problems during my stay?

It’s easy to get in touch with us.  You can contact us on 01904 466146 or email info@staysyork.com.  If there is a problem that requires immediate attention outside office hours then you can contact us on 07391 735302.