Everything you might want to ask
Clear answers for guests, companies and landlords. If something is not covered here, we are happy to help.
For guests
Booking, arriving and settling in.
How do I book?
Send us the Book a stay form, or call or email us, with your dates, the number of guests and the area you would like. We check availability and confirm your dates and the total price. We reply within 24 hours. Asking is not a booking, and no payment is taken until you have agreed to it.
What is the shortest and longest stay you accept?
Most of our homes have a minimum stay of three nights, and the larger homes five. There is no maximum. Many guests stay for one to six months, and some stay longer. We confirm the minimum stay for each home when you ask about your dates.
How does billing work for longer stays?
Stays of more than 28 nights are billed monthly in advance by invoice, so you never pay for the whole stay up front. Shorter stays are paid in full when the booking is confirmed. See fees and deposit for details.
Is cleaning included?
Every home is professionally cleaned before you arrive, with fresh linen and towels. There is a one-off cleaning fee per stay. For stays of more than 14 nights you can add a weekly mid-stay clean, which includes a linen and towel change.
How do check-in and check-out work?
Check-in is from 3pm and check-out is by 11am. Most homes have self check-in with a keypad or lockbox, and we send step-by-step instructions a few days before you arrive. Our property manager is local, so if anything is unclear, someone can meet you.
Is there a security deposit?
Yes. We take a refundable £300 deposit before check-in, either as a card pre-authorisation or a bank transfer. It is returned within seven days of the checkout inspection, less the cost of any documented damage.
Can I cancel or change my dates?
Yes, depending on how far ahead you tell us and the length of your stay. Our cancellation policy sets out the refunds clearly. If you need to change dates rather than cancel, ask us first. We can often help.
For corporate clients
Housing your people, from one guest to a full project team.
Can you invoice our company directly?
Yes. We invoice monthly in advance for stays over 28 nights, and we can agree payment terms, purchase order numbers and a consolidated monthly invoice for several guests.
Can we extend a stay at short notice?
Usually, yes. Let us know as early as you can and we will hold the dates while you confirm. If the same home is not free, we will offer a comparable one nearby and move your guest for you.
Do you handle insurance placements?
Yes. We house families and individuals displaced by a flood, fire or major repair. We can liaise directly with loss adjusters and insurers, provide documentation for claims and arrange stays that flex as repair timelines change.
Can you house a team in several homes at once?
We can. We manage homes across west, north-west and east London, and can place colleagues in nearby homes so they can travel to site together. You get one point of contact for every booking.
Is there a dedicated workspace in every home?
Every home has a proper desk or table suited to working, a comfortable chair and fast Wi-Fi suitable for video calls. Several homes have a separate study corner.
For landlords
How we look after your property.
Do you offer guaranteed rent?
For the right property, yes. We can agree a fixed monthly rent paid to you whether the home is occupied or not. We also offer a fully managed model where you receive the income from each stay, less our management fee. We will explain both clearly before you decide.
Who looks after the property day to day?
Our own on-site property manager, who lives and works in London. They handle check-ins, cleaning, inspections and small repairs, and they are the person you can call.
How do you choose guests?
We focus on longer stays from professionals, families and companies. Every guest is identity-checked, and we review the purpose of each stay before confirming. We do not accept parties or events.
What about safety certificates and licensing?
We make sure every home has a current gas safety certificate, electrical installation condition report, working smoke and carbon monoxide alarms and suitable fire safety measures. We also work within London’s rules on short lets, including the 90-night limit where it applies.
How quickly can my property start earning?
Once we have agreed terms, most homes are ready for guests in two to four weeks. That covers the safety checks, any furnishing, professional photography and listing.
Still have a question?
Email bookings@enchanteddwellings.co.uk or use our contact form. We reply within 24 hours.