FAQ's

Have a question about City Lodgers? Read our frequently asked questions below.
If you have a question that isn’t answered please contact us or call 033 344 3785.
For questions relating to COVID-19 and your tenancy, please email your property directly. Please be aware we are dealing with a large number of enquiries and we will respond asap.

    Staying with City Lodgers

  • What are the check in and check out times?

    You can check in from 2:00pm to 10:00pm on your day of arrival, and you must have vacated the room by 10:00am on the day of departure. Check in after 10:00pm is by prior arrangement only and is subject to availability.

  • Can I check in to my room early?

    If your room is ready when you arrive we will allow you to check in early, but we cannot guarantee it will be ready and we recommend that you arrive at the property after 2:00pm.

  • Can I check out after 10:00am?

    If you wish to check out after 10:00am, you would need to pay for an additional night and this is subject to the room being available.

  • Can you store my luggage?

    We will store your luggage at no extra charge if you arrive in the city before your room is ready or if you wish us to store your luggage on the day of your departure until you leave the city. Please speak to the reception team.

  • What is in my room?

    Ensuite Room in Cluster Apartment:

    If you’ve booked an ensuite room in a cluster apartment you have a private bedroom with ensuite (shower, sink and toilet).

    1 bath towel per guest is provided. Your room has a ¾ sized (4ft wide) double bed with bed linen, duvet, 2 pillows, a desk, chair and storage.

    Basic, miniature shower gel is provided so please remember to bring your own as well.

    Each apartment has a living and kitchen area which is shared with the other occupants and it has a seating area, breakfast bar with stools, electric hob, microwave-oven, kettle, basic cutlery, basic crockery and basic utensils.

    Studio:

    If you’ve booked a studio you have a private bedroom with ensuite (shower, sink and toilet). 1 bath towel per guest is provided. Your room has a ¾ sized (4ft wide) double bed with bed linen, duvet, 2 pillows, a desk, chair and storage.

    Basic, miniature shower gel is provided so please remember to bring your own as well. Each studio has a private living and kitchen area with a seating area, breakfast bar with stools, electric hob, microwave-oven, kettle, basic cutlery, basic crockery and basic utensils.

  • Do I share my kitchen?

    If you have booked a studio, you have your own private kitchen area and will not be sharing with any other guests.

    If you have booked an ensuite room in a cluster flat, you will share the kitchen area with the other guests of that cluster flat.

  • Do I share my bathroom?

    No, all bedrooms are ensuite.

  • How often is my room cleaned?

    We don’t operate a typical hotel-style daily cleaning service. If your stay is 7+ nights, you will have a mid-stay clean, usually on day 3 or 4 and then a weekly clean from day 7 onwards. Shared kitchens are cleaned once a week, so please keep all areas of your accommodation clean and tidy during your stay.

  • Do you provide hairdryers or hair straighteners?

    No, we don’t provide hair dryers or hair straighteners.

  • Do you provide towels?

    We provide 1 bath towel per guest.

  • Do you provide toiletries?

    We provide a miniature shower gel in the bathroom on the day of arrival, so please remember to bring your own if you will be staying with us for a number of nights.

  • Do you provide tea and coffee making facilities?

    No, we do not provide tea and coffee making facilities in the rooms or kitchens.

  • Do you provide a laundry service?

    There is a laundry room with a number of self-service machines on-site and available to use for a small charge. Please ask your reception team for details.

  • Is there CCTV in the property?

    Yes, our properties are covered by 24 hour CCTV monitoring.

  • What happens if I lose my key?

    Speak to your reception team and they will be able to provide you with a replacement key. Please note, replacement keys will be charged at £5.00 per key.

  • Can I smoke in my room?

    No, it is illegal to smoke anywhere inside the building. We have sensitive smoke detectors and anyone found to be smoking will be charged £250.

  • Can I park at the property?

    Car parking is available at some properties for a small charge per vehicle per night. Speak to your property team on the details supplied in your confirmation email for more details or contact us.

  • Can I bring pets?

    No animals, other than assistance dogs, are allowed in the property.

  • Is my personal property insured while staying with you?

    We do not provide any contents insurance. We recommend taking out travel and personal insurance to cover you adequately for the duration of your stay.

  • Can children stay with you?

    No, we cannot currently allow any guests under the age of 18 to stay with us.

  • Can we have extra guests in rooms?

    Strictly no extra guests are allowed in any rooms and all rooms have a maximum capacity of 2 people.

  • Can I bring a camp bed or travel bed?

    No, due to health and safety legislation, we cannot allow guests to bring their own beds.

  • What is the process for dealing with complaints?
    • Stage 1 - Where possible please make your complaint in person at reception or by telephone. Our staff on site will attempt to investigate and deal with the matter immediately. If you are unhappy with the solutions or explanations given you can escalate your complaint to Stage 2 by letter or email to site within 10 working days.
    • Stage 2 - Your complaint must be in writing. Our staff will pass your communication to a senior member of staff within Homes for Students, who will investigate further and provide a written response within 10 working days where possible. You must state why you think your complaint has not been treated fairly or correctly.
    • Stage 3 - Your complaint must be in writing. In the event that you still feel your complaint has not been treated fairly or correctly you can write to the Complaints Panel within Homes for Students at: Head of Operations, Homes for Students, Building 3, Clock Tower Park, Longmoor Lane, Fazakerley, Liverpool, L10 1LD. The Panel will normally notify you of their decision within 10 working days. You must state why you think your complaint has not been treated fairly or correctly to this point.
    • Stage 4 - City Lodgers is a member of the Accreditation Network UK (ANUK).
    • Stage 5 - STUDENTS WITHIN SCOTLAND can apply to the First-tier Tribunal for Scotland (Housing & Property Chamber) if we have breached the Scottish Letting Agent Code of Practice and you remain dissatisfied once the above stages have been exhausted, or if we do not process your complaint within a reasonable timescale.
    • You can contact the Housing & Property Chamber at: -
      Glasgow Tribunals Centre
      20 York Street
      Glasgow
      G2 8GT
      0141 3025900
      website

    Please note: Complaints about 19-20 tenancy agreements relating to the Covid-19 outbreak are excluded from this complaints process. All terms of the tenancy agreements remain applicable unless notified otherwise in writing by City Lodgers. All notifications are final and there is no appeal or escalation process for such complaints.

  • General

  • How do I get in touch with the accommodation?

    You will receive a confirmation email when you book and that will have the contact details on. You can also email [email protected] or call +44 (0)333 344 3785.

  • How do I contact City Lodgers?

    You can use the contact form, call +44 (0)333 344 3785 or email [email protected].

  • How do I get help during my stay?

    Our onsite team will be happy to assist you during your stay. Please speak to somebody at reception. You will also be sent the property contact details by email if you need to call them while away from the property.

  • Who do I contact in a medical emergency in the UK?

    If you have a medical emergency, dial 999 in the UK and ask for an ambulance.

  • How do I get more help?

    If you can’t find the answer you need in these frequently asked questions, you can contact us.

  • Booking

  • How can I see which rooms are available?

    Select the city you wish to stay in and the dates you wish to stay and you will see live room availability and room rates?

  • How can I find out how much a room costs?

    When you search for availability, the total cost for the room for the period is shown, which is inclusive of VAT and there are no admin or check in fees.

  • How do I book?

    You can book quickly and easily by finding the property you want to book on the Properties menu, then selecting the dates you wish to stay. Enter your personal and payment details and you will be sent a booking confirmation email.

  • What happens after I have booked?

    You will receive a confirmation email which contains all of your booking details. You should check this information carefully. The email will also contain some other useful information so please take a moment to read it.

  • Can I reserve my room without payment?

    No rooms can be reserved without payment.

  • Are there any hidden costs?

    There are absolutely no hidden costs – all prices are inclusive of VAT and there are no admin fees, check-in fees etc.

    You will know the full, inclusive price for the total period that you are staying when you book.

  • How do I cancel my booking?

    Please refer to our cancellation policy in the terms and conditions.

  • How do I change my booking?

    It may be possible to amend your booking in some cases, but we can’t guarantee availability if you want to add more rooms or nights. Please refer to the terms and conditions for details.

  • Is there a discount for a long stay?

    In some cases there may be a discounted rate for longer stays, subject to availability. The rates displayed when you select your dates of stay will take into account any discounts available.

  • Is there a discount for a large group?

    Please contact us for a quote if you are enquiring on behalf of a large group.

  • What’s included in the price?

    Bed linen, duvet, pillows, bath towel, miniature shower gel, basic crockery and cutlery, basic cooking utensils, unlimited wi-fi internet access.

    Facility

    Beaverbank Place

    Reception

    Yes

    Laundry Facilities

    On-site self-serve laundry (additional charge)

    Linen Change

    Every 7 days

    Maid Service

    Every 7 days (if your stay is 8 days or more)

    Bathrooms

    All ensuite bathrooms

    Bathroom products

    Miniature shower gel on arrival and when room cleaned

    Internet access

    Unlimited free wi-fi

    Dishwasher

    None

    Kitchen facilities

    Shared kitchen in each apartment; private kitchen in each studio

    Lifts

    Lift access to every floor

  • How far in advance should I book?

    We recommend booking as early as possible, especially if you are booking as a large group, because there is always very high demand during the summer period?

  • Can I view an apartment before booking?

    No, we can’t offer viewings as the apartments are used as student accommodation during term time and they are occupied.

  • What do I do if I’m a first year student and waiting for exam Results?

    If you’re still waiting for your exam results and you’re not sure whether your place at university is confirmed, don’t worry, you can still apply.

    If you are a prospective first year Undergraduate or Postgraduate student and your offer of a place at your preferred University or Higher Education Institute is withdrawn by the University or Higher Education Institute because you do not achieve the required entry grades, you may be eligible to be released from this agreement.

    You must provide written evidence from the University that you do not have a place within 3 days of your results being published (and no later than 28th August, whichever date is sooner) and we will release you from the contract without penalty and refund the deposit paid.

    You may also be eligible to be released from this agreement if you are a prospective first year Undergraduate student and you choose to go to a different University because you have exceeded your expected grades.

    To apply to be released from this agreement in the circumstances referred to above, you will need to supply us with a copy of:

    A written or email confirmation that you wish to cancel your reservation, stating full name and full details of the property booked;

    A written rejection letter from your chosen university/college or UCAS, a screen shot of your UCAS status which confirms that the required results were not achieved, or a copy of the proof of acceptance of your new university by UCAS adjustment.

    These document(s) must be received by us within 3 calendar days from the date your results are published. On receipt of the required documentation it will be verified and, provided we are satisfied, we will cancel your agreement and refund your deposit in full.

  • What do I do if I’m a first year Post-Graduate and I’m waiting for waiting for exam results?

    If you’re still waiting for your exam results and you’re not sure whether your place at university is confirmed, don’t worry, you can still apply.

    If you are a prospective first year Postgraduate student and your offer of a place at your preferred University or Higher Education Institute is withdrawn by the University or Higher Education Institute because you do not achieve the required entry grades, you may be eligible to be released from this agreement.

    You must provide written evidence from the University that you do not have a place within 3 days of your results being published (and no later than 28th August, whichever date is sooner) and we will release you from the contract without penalty and refund the deposit paid.

    You may also be eligible to be released from this agreement if you are a prospective first year Undergraduate student and you choose to go to a different University because you have exceeded your expected grades. To apply to be released from this agreement in the circumstances referred to above, you will need to supply us with a copy of:

    a written or email confirmation that you wish to cancel your reservation, stating full name and full details of the property booked;

    a written rejection letter from your chosen university/college or UCAS, a screen shot of your UCAS status which confirms that the required results were not achieved, or a copy of the proof of acceptance of your new university by UCAS adjustment.

    These document(s) must be received by us within 3 calendar days from the date your results are published. On receipt of the required documentation it will be verified and, provided we are satisfied, we will cancel your agreement and refund your deposit in full.

  • What if I want to cancel my booking?

    Our full termination policy is within your online account.

    You can cancel your application up to 14 days after the date your booking is confirmed (the Initial Cancellation Period). For bookings made from 1st August to 30th September, the Initial Cancellation Period reduces to 7 days. As confirmed in your agreement, we will refund the full security deposit.

    Please note, £20 will be deducted from the refunded amount to cover international bank charges for deposit refunds made to non-UK banks under these circumstances.

    If you cancel your booking after those 14 days, you remain liable for the weekly rent (for each and every week or part week) until you are able to find another tenant that is acceptable to Homes for Students and we are able to re-let the room. The replacement tenant must be over the age of 18 and a have the necessary student status (it is your responsibility to find another tenant and provide them with the correction information). If you find a suitable replacement tenant and the room is re-let we will refund your deposit, less any appropriate charges, as well as a deduction of £50 for the variation of the contract.

  • Payment

  • How do I pay for my accommodation?

    You can enter your card details when booking your room and your room is secured.

  • Which credit cards do you accept?

    We accept all major credit and debit cards, except American Express.

  • Can I pay by bank transfer?

    Yes, you can pay by bank transfer if you wish. Please email [email protected] with your booking information and we will send the details to you. Please note, your room is not guaranteed until you have paid the required amount specified in the {terms and conditions}. Your bank may also charge you to pay by bank transfer, so check their terms and conditions.

  • Can I pay using a non-UK credit or debit card?

    Yes, we accept all major credit and debit cards, except American Express. All charges are made in British Pounds Sterling (£ GBP).

  • Can I pay by international bank transfer?

    Yes, you can make an international bank transfer if you wish. Please email [email protected] with your booking information and we will send the international payment details to you.

    Please note, your room is not guaranteed until you have paid the required amount specified in the terms and conditions.

    Your bank will probably charge you to pay by international bank transfer, so check their terms and conditions.

  • Is VAT included?

    VAT at the current rate is included in all of our rates which means the rate you see on the website is the total price for the apartment and no taxes, fees or service charges will be added to your bill.

  • Do I need to pay a security deposit?

    We reserve the right to ask guests to pay a security deposit of £50 per guest at our absolute discretion.

Contact

Booking Line:
+44 (0) 333 344 3785
General Enquiries:
Click Here
Press and Media Enquiries:
Click Here