Guests FAQs


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Who are UnderTheDoormat?

UnderTheDoormat individually selects short stay homes in London with character and personality.

Our guests experience London in a unique way – living like a local in the comfort of an authentic London home while enjoying the professionalism, quality and amenities of a hotel.

 

Why do guests choose to stay with UnderTheDoormat?

Our guests want a unique experience of London – living like a local in the comfort of an authentic London home while enjoying the professionalism, quality and amenities of a hotel. We offer guests more space than they would get in a typical 4 star hotel for a similar price – and all in the comfort of a home.

Navigation


Booking:

How do I book?

Why do I need to pay for cleaning?

Do you offer discounts for longer stays (e.g. 1 month or more)?

Do you accept last minute bookings?

What do I need to know if I book last minute?

Can I book for somebody else?

How does payment work for my stay?

What do I need to know about deposits and fees?

How do I cancel my booking?

 

Prior to your arrival:

What is the Pre-Check-in form and why do I need to fill it in?

What are the Ts&Cs for?

What information do you need to verify my details?

Why do you need to verify my details?

I can’t go to the property. Can I send another person instead?

I already booked, but the number of guests has changed. What should I do?

How will I get the keys to my home?

 

Check-in:

What time is check-in?

What if I would like an early check-in?

What if I would like a late check-in?

Why do you do a photo inventory?

 

During your stay:

What happens when there is a problem while I am there?

What do I do in an emergency?

Interim cleaning policy

Extra towel policy

What do I do if I need to leave the home earlier than my original check-out date?

 

Check-out:

What time is check-out?

What if I would like a late check-out?

What if I would like an early check-out?

Will the cleaning be done for me?

 

Reviews, feedback and return trips!

How do I leave a review?

How can I stay informed and in touch with UnderTheDoormat?

Rewards: please book again.

Would you like to become a homeowner?

Rewards: refer a friend

 

Booking


How do I book?

You have already made it to our lovely website, so why not browse all of our homes?

You can search by location, important landmarks and number of bedrooms or features.

If you can’t find what you are looking for, please call our Guest Team on +44(0) 207 952 1650

 

Why do I need to pay for cleaning?

As our properties are somebody’s home, we believe that it is as important to leave the home as clean and tidy as you found it, as it is for us to ensure you find a professionally cleaned home when you arrive.

The home you arrive to will have been cleaned for your arrival. The fee you pay ensures that the home is spotless when you arrive and the same again when we hand it back to the homeowner.

 

Do you offer discounts for longer stays (e.g. 1 month or more)?

We always strive to offer good value for money in our pricing, which takes into account seasonality and demand throughout the year. Our prices include interim cleanings for longer stays and regular changes of linens and towels.

 

Do you accept last minute bookings?

Some of our homes are available within 24 hours if you need to make a last minute booking. Please do get in touch if you would like to arrange this, as our team are ready to kick into action to accommodate your requests swiftly.

 

What do I need to know if I book last minute?

Our team will contact you with instructions to complete our Pre-Check-In Form so that we know essential information before you stay with us.

We want to ensure that you have all the information about your stay before you visit us and that the home is clean and ready for you. The sooner we get all the official bits completed, the sooner you can relax and enjoy your stay.

 

Can I book for somebody else?

Yes. However, we would need important information about the people who will be staying in the home, so it is important that you contact us ahead of the arrival date to make arrangements.

 

How does payment work for my stay?

We do not hold any credit card details as we use a PCI wallet to ensure security of your financial data. The payment is released to us based on the contractual terms of the agreement and we do not have the ability to charge you unless we agree something with you in writing in advance.

 

What do I need to know about deposits and fees?

All our fees are transparent as we like to ensure everyone is clear how we work. We do not charge anything beyond what is stated in the booking confirmation unless specified and agreed with you in a written form (usually it’s either a requested early or a late checkout or an extra service like a baby cot). All of our prices are inclusive of VAT so there are no hidden taxes for your stay.

When you are required to pay a deposit (this does not apply to Airbnb guests), it is returned to you within the following 5 working days after you have completed your stay. It may take up to 10 days to show in your account, depending on who you bank with.

 

How do I cancel my booking?

If you would like to cancel your booking, then please contact the team at UnderTheDoormat and we will aim to accommodate your request. Please see our cancellation policy stated in our Terms and Conditions. Some bookings may be subject to platform terms and conditions.

 

Prior to your arrival


What is the Pre-Check-in form and why do I need to fill it in?

The Pre-Check-In form allows you to send over essential information about your booking, like your check-in and check-out times. We also verify your details for safety and security and ask you to agree to our guest terms.

If you are having any problems at all with the pre-check in form then the best thing to do is give us a call or send us an email. We are always very happy to help you.

You can contact by emailing bookings@underthedoormat.com or calling us on +44 207 952 1650 between 9am and 6pm, Monday to Friday.

 

What are the Ts&Cs for?

The Ts&Cs are there to protect all parties involved in the booking. It is in place to prevent issues from arising by being clear about how everything works and each person’s responsibilities in sharing a home.

A copy of our Home Rules is provided in every home as part of the guest guide. Reading and signing the Home Rules, Health and Safety and Terms and Conditions are mandatory part of the pre-check in form.

 

What information do you need to verify my details?

We ask for a copy of your photographic ID (this can be a passport, identity card or driving license) and the details of that ID. We also ask for an email address to reach you on and a phone number to be used in emergencies. All of these requirements are designed to help you stay be as smooth and enjoyable as possible.

At your check-in we are required to check the card used to make payment, this is to minimise fraudulent activity and protect our guests and our homeowners. If you use a card to pay for your trip that won’t be available at check-in you will need to inform us of this when completing your pre-check in form.

UnderTheDoormat work with a secure online platform where you can submit your personal details and a copy of an identity document for us to verify your booking.

 

Why do you need to verify my details?

Having access to this information about guests makes homeowners happy to open their doors to guests who they haven’t met before. We aim to build trust in online relationships and allow you to prove your identity and showcase your trustworthiness in situations where you’re not meeting the homeowner in person.

 

I can’t go to the property. Can I send another person instead?

Yes. However, we will need important information about the people who will be staying in the home, so it is important that you contact us ahead of the arrival date to make arrangements.

If someone else is collecting the keys at check-in other than the booker they will need to provide ID in advance and have written permission from the bill payer to collect the keys.

 

I already booked, but the number of guests has changed. What should I do?

Please contact the team at UnderTheDoormat and we will do our best to accommodate your request. Our homes can only accommodate the number of guests specified in the listings. There may be additional costs for extra guests.

 

How will I get the keys to my home?

A member of UnderTheDoormat team will be at the home to meet and greet you and provide you with one or two set of keys (depending on the property and number of guests) as part of the check-in.

UnderTheDoormat is a personal service and we will meet and greet you at your home at 4 pm on the day of check-in or at another time which suits you, upon request in your pre-check in form. The check-in is a chance to get the keys and is there to show you how to make the most of your home away from home, how everything works and sharing with you some of our favourite local spots you won’t want to miss.

We check-ID’s and go through the home rules with you to ensure you know what to do to get your full deposit back without any questions, and we agree when we will meet you for your check-out and feedback on your stay.

 

Check-in


What time is check-in?

Our standard check-in time slot is 4 pm to 7 pm UK time, however, we are happy to accommodate other requests where possible. The earlier we know, the better our chances of being able to adjust the time for you.

 

What if I would like an early check-in?

Our standard check-in is 4pm UK time. We understand that sometimes your plans mean that you arrive earlier to London.

If you let us know about your request with a week’s notice prior to your arrival, we can often accommodate requests for check-in as early as 2pm. We can accommodate luggage storage within the home for a £30 charge if the home will not be ready in time for an early check-in.

Early check-ins between 10am to 2pm can sometimes be arranged for an additional half day charge depending on the homeowner and previous guests. Any check in prior to 10am needs to be booked as an additional night stay.

 

What if I would like a late check-in?

If you require a check-in after 7pm UK time, the additional charge is £30. Please contact us in plenty of time to arrange late check-ins.

 

Why do you do a photo inventory?

We conduct a photo inventory before the check-in of our guest(s) and at the check-out after the guest(s) leaves. This procedure helps us to ensure that the home is left in its initial state for when the homeowner returns.

 

During your stay


What happens when there is a problem while I am there?

We have a concierge service during office hours to help you with any extras you might need during your stay, such as laundry or dry cleaning, grocery delivery, babysitting, airport transfers or even to hire a chef.

The team is available to address any concerns you might have about the home as well. There is a handy health and safety guide in the back of the guest guide booklet which you will find in the home, in which you will find plenty of detail about who to contact in an emergency.

 

What do I do in an emergency?

In case of emergency, please contact the authorities first and then let us know. If it is a major maintenance issue, our emergency number is available 24/7 for any issues which require immediate attention.

 

Interim cleaning policy

We are able to arrange an interim cleaning for short stays (less than 14 days) as per guests’ request and the charge is between £70-100 depending on the size of the home and the cleaning requirements. Complementary interim cleans are provided weekly for stays longer than 14 days. The interim cleaning also includes the change of bed linens and towels.

 

Extra towel policy

We provide 1 set of 2 (small and big) high quality white towels per person. If you would like more than 1 set we can happily provide that for you for a small extra charge if your stay is 10 days or less. The charge is much less if we know in advance of the check-in.

If your stay is more than 10 days, we arrange an interim cleaning which includes the change of bed linens and towels. All of our homes are equipped with washing machines in case you wish to freshen the towels in the meantime.

 

What do I do if I need to leave the home earlier than my original check-out date?

If you need to leave the home earlier than expected, this is no problem at all but please do let us know so we can instruct you on where to leave the keys so that the home is left secure when you leave.

 

Check-out


What time is check-out?

Our standard check-out time slot is 9 am to 11 am UK time. However, we are happy to accommodate other requests where possible. The earlier we know, the better our chances of being able to adjust the time for you.

 

What if I would like a late check-out?

Our standard check-out is 11 am UK time and we are happy to accommodate later check outs until 1 pm if there is not another booking or homeowner return on the same day. This can only be confirmed within 24 hours of your check-out and will require a £30 late check out fee.

If you would like a guaranteed late check out or a check out between the hours of 1 pm and 7 pm a half day charge will apply.

Any check out later than 7 pm will be need to be booked as an additional night stay.

 

What if I would like an early check-out?

We endeavour as a principle to conduct all check-outs personally. A member of our team will come to the home at the selected time to meet you and collect the keys. This gives us the opportunity to receive any feedback directly from you, and also to help with luggage and any advice for your onward journey.

We understand that flights planned journeys often depart before 9 am, so we do also offer telephone check-outs. Phone check-outs are usually conducted on the last night of your stay at a time that suits you. We will arrange with you how to leave the keys and home secure in this phone call.

If you need to leave the home earlier than expected, this is no problem at all but please do let us know so we can instruct you on where to leave the keys so that the home is left secure when you leave.

 

 

Will the cleaning be done for me?

The payment for your stay includes a final clean of the home after you have vacated.

Our cleaners will remove the rubbish in the bins in the home at the end of your stay. If you have more rubbish than fits in the standard bins or are staying longer than 3 days, we ask you to place it in the bins outside (the details of where they are located are in your guest guide).

Reviews, feedback and return trips!


How do I leave a review?

If you would like to leave a review, then please send us an email with the details of your stay. Alternatively, you can leave us a review on Google by searching for ‘UnderTheDoormat’ on Google and using their reviews platform. If you have booked through another platform (e.g Airbnb), then you may receive a review request directly from them after your stay.

 

How can I stay informed and in touch with UnderTheDoormat?

Having been one of our guests, you will be on our mailing list and you will receive updates about new homes and exciting things happening in London. We also have a fabulous blog and social media feeds which give an exclusive look inside our amazing homes and loads more up to the minute content about our team, our adventures and the wider sharing economy.

 

Rewards: please book again.

Hopefully your stay in London has inspired you to book another trip. We have many homes all over the city which would be perfect for you.

We can take advanced bookings for famous London events like the Chelsea Flower Show, New Year’s Eve fireworks, The Lord Mayor’s Show, Wimbledon Tennis Tournament, Pride London, and many many more!

Do contact us so we can secure your favourite home for the show of a lifetime. We offer returning guests £50 off their stay and we love seeing you back in London enjoying our beautiful homes.

 

Would you like to become a homeowner?

As you can tell, working with UnderTheDoormat as a homeowner is a lovely experience. Not only do you earn extra income when you’re away, you don’t have to worry about the logistics.

Our homeowners love receiving great feedback from happy guests without any of the stress. If you think this could be for you then please head over to our Homeowner Testimonials page.

 

Rewards: refer a friend

Thinking of referring a friend? Either as a guest or as a homeowner, we offer rewards for new customers and those who refer them.

Please get in touch for more details.

Get In Touch!

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