Frequently Asked Questions
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Booking and Enquiry FAQ
How do I make a booking?
You can make a enquiry or booking by completing an enquiry form on the website, calling us direct on +44(0)845 680 0080, faxing us your requirements on +44(0)845 680 0081, or emailing info@refreshaccommodation.com. This is so we can understand your requirements, recommend the most suitable apartments and find you the best prices available. An account manager will reply with a prompt response upon making your enquiry. For further information on making a booking, please
click here to view the ‘How to Book’ section on our website.
How do I pay for my booking?
Refresh Accommodation requires full payment of accommodation upon booking. Once you have received a reply from Refresh confirming the availability of your requested apartment/s, you may then book by clicking the ‘Book now’ link in the email. You will then be taken to a secure server where your payment can be processed. If you do not wish to pay via this method, please contact us directly on +44(0)845 680 0080 or info@refreshaccommodation.com, to discuss alternative methods.
How does the booking process work?
When you submit an enquiry or contact us, we will provide you with the availability of the requested apartments, the price and any alternatives we may feel are suitable. You then have the opportunity to book the available apartments via on our online secure server with either debit or credit card. Once the payment has been processed, you will then receive a confirmation containing the necessary booking number and additional information including accommodation location, check-in process and terms and conditions. Your booking is now confirmed. The property may also request additional information - Refresh will notify you if further details are required – usually subject to extended stay reservations.
How far in advance do I have to book my apartment?
Serviced Apartments are becoming extremely popular. Also many properties only have a limited number to offer and as a result are usually booked further in advance than Hotel rooms. It is recommended you book your accommodation as far in advance as possible, however, it is possible to book apartments at very late notice and sometimes this can result in a very competitive rate. Always contact us to get the latest prices and availability.
When is my booking confirmed?
When you submit an enquiry to Refresh we will be checking availability with your requested apartment. We will then reply with details of available apartments, from which you may proceed and book the available apartment/s. Once you have completed the payment online, you will receive a confirmation email including a booking number (Example, GH234 – 3GH). This will confirm the booking of your apartment/s.
I have not received a confirmation what can I do?
Please allow 1 hour for your confirmation to reach you by email. If you require additional confirmation (by Fax or Post) please advise us at time of booking. If you have made a payment via the Refresh website and have not yet received a confirmation then please contact us immediately on +44(0)845 680 0080 or info@refreshaccommodation.com
What does ‘expiry period’ mean next to the available apartments?
When checking availability with apartment providers, they will advise the number of apartments available and dependent on this and the time between enquiry and arrival will restrict the time available in which to book. We therefore need to advise the apartment/s have limited availability and would need to be booked within the specified ‘expiry period’ to ensure it will remain available. Please note you cannot try and book the apartment past the ‘expiry period’, we would require the enquiry to be re-submitted, by contacting us or re-sending.
How do I amend details of my enquiry after I have submitted an enquiry/booking form?
After your enquiry is submitted you can of course contact us directly at any time with your reference number and any alterations you wish to make to your enquiry.
Payment FAQ
Can I book an apartment without a credit card?
Yes you can. If you wish to make a payment to Refresh without using a credit card then we would require payment and cleared funds prior to Refresh confirming your booking. You may do this by a bank transfer - Please contact us for our Bank details. Please note individual apartment/s terms and conditions mean that they will need to take a deposit, which is normally a copy of your credit card which remains uncharged. If you are unable to do this please contact Refresh prior to making a booking.
Do I pay Refresh Accommodation or the apartment I have booked?
The payment you will make will be made to Refresh Accommodation. This payment is then made to the property at the time of confirmation. All subsequent payments including extensions must also be paid to Refresh Accommodation. Any additional payments such as telephone charges and any room charges are to be paid to the apartment provider directly as stated in their terms and conditions.
How can you offer such great discounted rates?
Refresh have worked hard to build successful working relationships with the serviced apartments featured on this site and have been able to negotiate some excellent rates that we can offer to our clients.
I do not wish to pay online for my apartment; do you offer any alternative methods?
Paying online is the safest and most secure way of paying. However, if you would like to discuss an alternative payment method please contact us directly.
Is it safe to supply my credit card details?
Yes. Streamline (a service provided by the Royal Bank of Scotland) provides us with a secure portal which allows us to process credit card payments. Customers' card details are entered directly onto Streamline's secure servers where they are protected during transmission to the bank using 128bit encryption technology. However, working in accordance with The Data Protection Act 1998 and the BS7799 ISO.IEC 17799 Security Standard, Streamline does not permit us to store card and card holder verification details under any circumstances.
Streamline has more clients and handles more transactions than any other card processor in the UK. They offer a web interface designed for card holders which uses strong cryptography to secure sensitive information and implements controls preventing card holder Internet sessions from being redirected to unauthorised websites.
As well as Streamline's security measures in place, MasterCard and Visa have launched their own card holder authentication systems to ensure that the identity of the card holder is checked prior to completing online transactions.
Is the price per room or per person?
All prices that are given by Refresh and that are listed on the web site will be the price per apartment. It will also detail whether it is per night, per week or per month (dependent on the minimum stay of the apartment).
What is VAT?
VAT stands for Value Added Tax and is a tax which must be paid within the UK. With regards to accommodation, VAT is charged at 17.5% of the accommodation total for the first 28 days and is reduced to 3.5% after this period. Refresh quote all prices inclusive of VAT which means the price you see contains no additional taxes or charges for the accommodation. If you require further information concerning the reclaim of VAT on accommodation please contact an Account Manager at Refresh.
When will my credit card be charged?
Your credit card will be charged when you complete the online payment process. You will be notified immediately once the payment has been made and will be sent a receipt /confirmation via email. If you do not book online and confirm payment directly with an account manager at Refresh, they will confirm when payment is made and send a receipt/confirmation either via email, fax or post.
Why do you only show prices 'from'?
Refresh do not list exact prices for apartments, this is for two reasons. Firstly apartment rates can vary for many different reasons (time of year, availability). We check prices upon your enquiry which results in the most up-to-date prices and often leads to discounts and excellent negotiated rates with our apartment providers.
Cancellation of reservations FAQ
How do I cancel my reservation?
If you wish to cancel a reservation please contact Refresh and confirm the cancellation in writing, via email, fax or letter as soon as possible. All apartments enforce a cancellation policy and it is vital that you have read and understood the cancellation policy before booking an apartment. If you do not cancel your reservation within the terms of the cancellation policy you may regrettably have to pay a cancellation charge. Please see individual property terms and conditions for further information.
What does the term ‘Cancellation Policy’ mean?
Each apartment will enforce its own cancellation policy. This is a set of terms that you must adhere to in order to cancel a reservation. If the booking is cancelled, you may be liable to part payment or full payment of the total accommodation cost.
What is the cancellation charge?
The cancellation charge is the accommodation cost which is applicable for the failure to notify Refresh and the apartment provider of your intention to cancel the booking within the cancellation period. The charge is dependent on the length of the original reservation. For example if you make a 14 day reservation and do not cancel within the allowed cancellation period (please see question below - What is the Cancellation Period?) you may have to pay a 7 night cancellation charge, or if you make a 6 day reservation and do not cancel within the allowed cancellation period you may have to pay a 2 day cancellation charge. You must be aware that each apartment has its own cancellation policy and cancellation charges.
What is the ‘cancellation period’?
The cancellation period is an amount of time before arrival at your apartment in which if you cancel your reservation you may be liable to a cancellation charge. Cancellation periods can vary from 48 hours up to 1 month and are clearly stated on all apartment descriptions. It is important to note that each apartment may have a different cancellation period.
Reservation amendments FAQ
How do I amend my booking?
You can amend your booking by contacting Refresh. We do not charge for any amendments made to bookings however it is important to note that many properties are unable to amend bookings nearer the time of your reservation, dependant on availability. It is advisable that you make any amendments to your reservation as far in advance as possible.
I wish to extend my stay – do I have to advise Refresh or the apartment at which I am staying?
Refresh provide you with assistance from the time you enquire to the time you depart. We are on hand throughout your stay and therefore need to know if you would like to extend or alternatively cut your stay short or make any amendments. All extensions of stay must be made via contacting Refresh via our web site or via telephone on +44 (0)845 680 0080.
Refresh website FAQ
Am I eligible for a corporate account?
Corporate accounts contain additional features which are not used by non-frequent bookers. They are designed to help with a large amount of bookings typically at least 10 per week. Large companies find them very useful as do small individual businesses, however Corporate accounts are assigned at Refresh’s discretion based on how many room nights are being booked over a set period. If you would like to apply for a corporate account or require further information, please
click here or contact us on +44(0)845 680 0080 or info@refreshaccommodation.com.
Do I need a personal or a corporate account?
Corporate accounts are built for clients who are using our web site to make a high volume of reservations. A corporate account gives you enhanced tools to help you deal with a large volume of reservations, including additional payment options, multiple booking options and inclusion in the Refresh Rewards scheme. (Contact Refresh for more details).
Personal accounts contain many of the same features but are streamlined to make for a quick enquiry and booking process. A personal account allows you to take advantage of all the features of Refresh very quickly and easily. It includes details of bookings, preferences, and most importantly the ‘my favourites’ feature.
How can I get you to ‘call me back’?
By using the live chat facility you can request an account manager call you back at a time which is convenient to you. If we are not online, then you can leave a message, your number and preferred time to call you back.
How can I use your chat facility?
Refresh have implemented a live chat facility on the site which allows users to enter a conversation with one of our account managers. The chat button will either state ‘online’, where an account manager is available and you can start a conversation, or ‘offline’ where an account manager is not available but you are able to leave a message. If you wish to start a conversation you will be prompted to enter your email address (which is used for correspondence). You will then be prompted to choose which department you wish to contact. Once you have chosen an account manager will begin conversation and you are able to ask any question you wish. We can even email you a copy of the conversation if you forgot what you spoke about! The Account manager is there to answer any questions whatsoever or assist with helping you use the site or find further information.
How do I submit a ‘special requirement’?
You would have noticed that we list a range of requirements that are unique to each apartment. This helps you find an apartment which caters for your specific requirement. We realise at Refresh that it is often the small detail that can count and make your stay an enjoyable experience and we have tried to use this as a bonus search tool to help you find what you are looking for. We are always looking for additional ‘quirky’ and/or informative special requirements that maybe you found helpful or you think someone else may find helpful. Please submit your special requirement recommendations to info@refreshaccommodation.com and hopefully you will see your requirement on the site very soon!
How do I submit a testimonial on a property?
Refresh encourage you to send us any feedback on both our service and the experience you gained at your chosen apartment. You can submit your testimonial to us at info@refreshaccommodation.com and we will get back to you with a reply.
How do I view a testimonial on a property?
Property testimonials are displayed in the grey ‘did you know boxes’ on each property’s details page. Alternatively you may contact us directly to request testimonials on specific properties and we can email this to you.
How does your classification of gold/silver/bronze work?
Unlike hotels, there is unfortunately no standard classification system for serviced apartments. However, Refresh has classified apartments into three categories on the provision of their services, style of accommodation, amenities, location and price. Gold apartments reflect luxury serviced apartments, offering space and comfort with a wide choice of facilities and services in prime locations. Silver apartments reflect spacious and comfortable apartments, including many additional facilities/services which excel in particular amenities. Bronze apartments reflect comfortable and clean serviced apartments with basic apartment facilities and services, offering value for money. Each apartment has been personally viewed to ensure that properties are reflective of their classification.
The web site will not let me log in to my account?
Please make sure you have the correct details. If you have forgotten or lost you password then you will be prompted to email us for your password reminder at info@refreshaccommodation.com.
What is ‘My account’ and how do I use it?
Once you have registered for either a personal or corporate account, you will be able to access ‘my account’. My account will contain all your settings including newsletter preferences and personal details. You will also be able to view your current enquiries, current bookings and past bookings.
What is ‘My favourites’ and how do I use it?
‘My Favourites’ is a tool implemented in order to make your visit and use of the site as easy and enjoyable as possible. It is used in the same way you would add favourite websites to your browser. Simply click ‘Add to Favourites’ in the apartment’s details page, and your chosen property can now be viewed in the My Favourites tab next to the apartment search tab. You will add your favourite apartments to this section; ones which you believe are suited to you, which you may like to try, which you may like to pass on as a recommendation or even just to compare apartments side-by-side. ‘My favourites’ allow you to take control of the site and only view apartments you wish to view. You can also make notes next to the apartments, submit multiple enquiries and print out details.
What is the Refresh Rewards Scheme?
The Refresh Rewards scheme is only applicable to our ‘designated’ corporate accounts. It enables Refresh to give something back to our clients who book with us on a regular basis. This enables clients to earn points based on the number of room nights booked. The points can then be exchanged for prizes which range from a hamper of food and CD’s to an extreme sports weekend away. Please
click here for more information. If you would like to take part or receive more information on the Refresh Rewards scheme please contact us on +44(0)845 680 0080 or info@refreshaccommodation.com.
General FAQ
What is Refresh Accommodation?
Refresh Accommodation is an accommodation agency providing serviced apartments to a wide range of clients ranging from leisure travellers to large corporate companies. Clients can use our web site to book accommodation or alternatively contact us directly where account managers can assist you in finding your perfect accommodation at a competitive price.
What are serviced apartments?
A Serviced Apartment aims to provide a ‘home away from home’. They are self-contained and usually consist of a living area, bedroom, bathroom and a kitchen or kitchenette. They are also referred to as ‘serviced’ due to the daily or weekly cleaning and management of the apartment, similar to Hotels. A serviced apartment can be as quick to book as a hotel room and provide additional facilities, extra comfort and convenience and are normally comparable value for money.
What can I expect in my apartment?
Apartment facilities can range from studio apartments containing very basic facilities to lavish penthouse suites with access to 5* Hotel facilities. All apartment details are listed on the site. However you can typically expect a bedroom, bathroom/shower/toilet, fully equipped kitchen or kitchenette (containing a microwave, fridge freezer, hot plates, cutlery, crockery, kettle and toaster), TV and satellite, maid service (varies from daily to weekly), iron and ironing board, a direct dial telephone and a hairdryer. Most apartments will also have a 24 hour reception which can provide a concierge service and assistance. Studio apartments may not contain a separate living area unlike 1-4 bedroom apartments. Please ask Refresh for any additional details on apartment facilities.
What time is check-in and check-out?
Check-in and check-out is dependent on each property and is detailed on this site within the individual property’s details page. However as an approximate guide you can usually expect to check in around 12-2pm and check-out is usually around 11am – 12pm.