Guests FAQs


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Prior to your arrival

1. Who are UnderTheDoormat?

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

Our guests get a unique way to experience London – to live 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.

2. What is the contract for?

The contract is 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.

This helps everyone have the assurance around a fair policy and approach and how to get the most out of the experience with UnderTheDoormat.

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

We always strive to offer good value for money and our monthly price includes interim cleanings and changes of linens and towels for fresh and crisp ones as we want to make you have more things to enjoy and less things to worry about. And it’s nice to come back to a freshly cleaned home, isn’t it?

If that service isn’t required, we can sometimes offer a small discount.

4. Why do guests choose to stay with UnderTheDoormat?

Our guests get a unique way to experience London – to live 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.

Getting started

1. Is UnderTheDoormat for me?

UnderTheDoormat is a personal service and we will meet & greet you at your home at 16:00 on the day of check-in or at another time which suits you, upon request. 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 favorite 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.

2. What information do you need to verify my details?

UnderTheDoormat work with Veridu, who uses your online footprint to verify your identity. That involves gathering data (only ever with your permission) from your social and online accounts and using this to assess proof of life.

You have the ability to select which social and online accounts you want to use to verify your identity, and before giving Veridu permission to access any data you’ll be presented with details of exactly what you’ll be sharing.

3. Why do you need to verify my details?

To build trust within the UnderTheDoormat community. Veridu gives hosts insight about their guests before they arrive which provides them with an extra layer of comfort. Having access to this information about guests makes homeowners happy to open their doors to guests who they haven’t met in person.

Veridu helps to build trust in online relationships. Their services allow you to prove your identity and showcase your trustworthiness in situations where you’re not meeting in person.

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

You will need to contact our team at UnderTheDoormat and complete our Pre-Check-In Form to ensure 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 and we want to make sure that we are available to greet you in person too.

5. 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.

6. 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.

This helps everyone have the assurance around a fair policy and approach and how to get the most out of the experience with UnderTheDoormat.

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

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.

Payments, Booking alterations, Cancellations

1. How does payment work for my stay?

We do not hold any credit card details as we use platforms or Stripe and Paypal on our website 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 access to any credit card details or the ability to charge you unless we agree something with you in writing in advance.

2. Are there any additional fees?

All our fees are transparent as we like to ensure everyone is clear how we work. (no one likes those sorts of surprises!) 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.

3. 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.

4. What do I need to know about deposits & fees?

All our fees are transparent as we like to ensure everyone is clear how we work (no one likes those sorts of surprises!). 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, it is returned to you within the following 5 working days after you have completed your stay.

5. 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.

Check-in & Check out

1. How will I get the keys to my home?

One of UnderTheDoormat team will be at the home to meet & 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 & greet you at your home at 16:00 on the day of check-in or at another time which suits you, upon request. 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 favorite 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.

2. What time is check-in?

Our standard check-in time is at 4 pm UK time and we are happy to accommodate other requests where possible, keeping in mind that the earlier we know the better our chances of being able to adjust the time. If you require a check-in after 7 pm UK time, then additional charge is 30 GBP.

3. What time is check-out?

Our standard check-out time is at 11 am UK time and we are happy to accommodate other requests where possible, keeping in mind that the earlier we know the better our chances of being able to adjust the time. If you require an early or late check-out, outside of standard hours, the following applies:
– If you require a check-out before 8 am UK time, then additional charge is 30 GBP.

4. What if I would like an early check-in?

Our standard check-in is 16:00 (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 14:00.
Early check-ins between 10am and 14:00 can sometimes be arranged for an additional half day charge depending on the homeowner and previous guests. Any check in prior to 10am would need to be booked as an additional night stay.

5. 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 13:00 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.

If you would like a guaranteed late check out or a check out between the hours of 13:00 and 19:00 a half day charge will apply.

Any check out later than 19:00 will be need to be booked as an additional night stay.

6. 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 flat as well. 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.

7. What is 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 and to provide peace of mind to our homeowners and guests.

8. 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. If you have booked through a platform, then you may receive a review request directly from them after your stay.

Professional Cleaning

1. Why do I need to pay for cleaning?

It’s our standard to offer cleaning to all our guests. All our homeowners have regular cleaners. As it is someone’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. It’s a nice touch for both our homeowners and guests. We work with a responsible cleaning company whose cleaners are insured and our partnership with HomeJoy gives us the best cleaners and fair prices. We charge the same amount for cleaning as the cleaning company charges us.

2. Will cleaning be done for me?

Professionally cleaned and tidy home on your arrival – this is what we want you to see and enjoy, so what we ask is just to keep it and leave it as you would like someone else to look after your own home. We offer interim cleaning services and linen changes and we professionally clean the home at the end of your stay.

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) as you can appreciate that its not nice to leave rubbish in the house for a long time (it will smell) as it isn’t very nice for you or the home.

3. Interim cleaning policy

We are able to arrange an interim cleaning for longer stays (more than 10 days) as per guests’ request and the charge is between £50-80 depending on the size of the home and the cleaning requirements. The interim cleaning also includes the change of bed linens and towels.

4. Extra towel policy

We provide 1 set of 2 (small and big) of 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 then 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 prefer to freshen the towels in the meantime.
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