Sleep FAQ's

How do I amend my reservation?

If you need to amend your reservation, please contact us on 0203 434 6320 or email us sleep@city-space.com. All amendments are subject to availability. If you wish to shorten your stay, you may be subject to cancellation charges if you don’t provide sufficient notice. Details of the cancellation policy for your room are included in your booking confirmation.

Is there a minimum length of stay?

Please note that the minimum length of stay varies.  The restrictions will be advised during both the enquiry and reservation stage.

How do I make a reservation?

You can make a reservation via our website, by telephoning us on 0203 434 6320 or by emailing us at sleep@city-space.com

When do I need to pay?

The payment conditions depend on the rate plan you have booked and the property. You will need to look on your booking confirmation for precise details. Reservations made on our standard or best available rate will be due for payment at 14 days prior to arrival. Non refundable reservations will require payment imminently to secure your reservation. Payment links will be forwarded to you via email or through the booking service you have made the reservation.

If I cancel, can I get a refund?

All bookings made on a non refundable tariff will be subject to 100% charges. Standard bookings may be cancelled as per the advised terms on your booking confirmation.

Will there be internet access?

We have highspeed wifi throughout the whole of the hotel free of charge for all guests. The public bandwidth is 40mbps.

When can I check-in to my Room/ Apartment? And what time is check out?

The standard check-in time is from 15.00, unless prior arrangements have been made. 

Check out for CitySpace Borough, Tower Bridge, Leicester Square is by 11am 

Check out for CitySpace Acton is by 10am

What if I need to check in early or check out later than the standard times?

We provide the option of early check for a supplement on our booking engine when making the reservation. If you have booked via a booking channel you may send the enquiry using this facility or contact us on 0203  434 6320 / email  sleep@city-space.com . The cost of early/late check in/out is £50 per additional hour required.

Can I store my luggage?

We can store luggage (on request basis) free of charge. Please contact us on 0203 434 6320  or email us at sleep@city-space.com to book in advance as storage space is limited.

What should I do if I have a problem on arrival or during my stay?

We have 24 hour reception so a member of the team will always be available to answer any questions or issues you may have relating to your stay.

What’s the pet policy?

We allow pets! Small to Medium sized well behaved pets are allowed! Max 20lbs/ 10kgs. A £50 refundable deposit will be required. Your furry friend will have access to a dog bed, feeding and water bowls and some doggie treats. You can contact reservations to confirm or secure on checkout when booking direct. 

What do I do with my keys upon checking out?

Keys should be left with reception or the key drop box located by reception. Any keys which are not returned will be subject to a £150 charge to cover the cost of a lock change and new keys.

Are there accessible rooms?

Rooms are located on floors 1-3, with no lift access. There are no adapted rooms available.

Do you provide material for visually impaired or hearing loss?

We can adapt material for visually impaired on request, however we currently have no hearing aid adaptions to our rooms or throughout the Hotel.

How many guests can stay in my room?

The maximum occupancy of each room type varies and will be displayed both on our website and on booking confirmations.

Can I smoke in my room?

No. All rooms and communal areas within the Hotel are non-smoking.

How do I make a payment?

When making a payment, you have three main options:

• Bank transfer
• PayPal
• Card Payment – we accept payment in GBP, via our online payment system, supplied by Mypos. This system accepts payment from MasterCard, Visa, JCB, Maestro and Electron. We can also accept American Express via Strip Payments.

All payments are taken in GBP ONLY.

Do I have to pay a deposit?

Any deposit requirements will be made clear to you at the reservation stage and at the confirmation stage.

Is it safe for me to pay by card?

Yes. When you pay by card we’ll provide you with a payment link to our secure, online payment service provider, Mypos. This is a PCI compliant service, which means none of your sensitive card information is shared with us.

When will you take my payment?

The payment conditions depend on the rate plan you have booked and the property. You will need to look on your booking confirmation for precise details.

Reservations made on our standard or best available rate will be due for payment at 14 days prior to arrival. Non refundable reservations will require payment imminently to secure your reservation. Payment links will be forwarded to you via email using or through the booking service you have made the reservation.

Do you have any recommended taxi companies?

We do not have any preferred companies to recommend, however there are many local taxi firms local to our properties. We would recommend checking with transport for London at https://tfl.gov.uk/modes/taxis-and-minicabs/. You will find a list of registered companies and should be able to obtain quotes including airport pick up/ drop offs.

Is there Parking?

There is no onsite parking at CitySpace Borough, a list of available parking options can be found at  www.parkopedia.com.

Is there a gym or leisure facilities?

No, we do not have any onsite gym or leisure facilities at any of our properties.

Is there a reception or staff on site?

Yes 24 hour reception available.

Are there any onsite public facilities?

Yes, there is an onsite café serving both hot and cold food and a number of healthy snacks.

There is also a flexible work space available to non members when purchasing a day pass- available from reception, or bookable in advance.

Is there Air-conditioning in the rooms?

We have portable aircon units available for a supplement. Due to the limited number of units we recommend booking these in advance. This can be added onto your booking via our website when making the reservation or by contacting us directly at 0203  434 6320 / or email  sleep@city-space.com . All rooms are equipped with fans.

How often are the rooms serviced?

Daily servicing of rooms is included.