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Here to help

Frequently Asked

Got a question regarding upcoming stay, workplace booking or a promotion that we're running? Here you'll find all of the most frequently asked questions for all of our offerings.

Stay FAQs

How do I amend my reservation?

If you need to amend your reservation, please contact us on 0203 434 6320 or email us 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

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 is by 10am 

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

Early check in is on request basis only and 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 . The cost of early/late check in/out is £50 per additional hour required.

Can I store my luggage?

Luggae storage is not available at all properties, please contact us at  0203 434 6320  or email us at to enquire.

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

We have 24 hour call centre 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?

CitySpace Acton is the only property with key card operation. These are to be left in the kitchen on the table on departure. Failure to do so will incur £25. 

Are there accessible rooms?

No ground floor rooms/ apartments available with easy access. Only CitySpace Acton has a lift to all floors, but rooms are not specially adapted.

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:

  • 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.
  • Bank transfer

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 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, a list of available parking options can be found at

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?

The majority of our properties are self check in with keyless entry. CitySpace Borough is the onlt property that reception open between the hours of 8am to 8pm Mon-Fri. 

Are there any onsite public facilities?

There is a flexible work space available at CitySpace Borough, this is free of charge to use for guests who have made their hotel reservations direct. Please contact to book. Or if you are not a guest you can use the following booking system 

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 . All rooms are equipped with fans.

How often are the rooms serviced?

Daily servicing of rooms is available

Workspace FAQs

What is the Bandwidth?

From 40MBPS which can be increased for private office clients with bandwidth’s up to 100MBPS.

Public is 40MBPS on a shared bandwidth

Is the network connection private?

Yes the connection is private.

Is the network firewall protected?

Yes the network within CitySpace is protected by a firewall.

Is CitySpace secure?

Yes we have a staff member on site 24hrs per day.

Who should I contact out of hours in case of an emergency?

If you are on site, please contact a member of the CitySpace team, we have someone on hand 24hrs a day. If you are off site please contact us on 0203 434 6320.

What do I do if the Lounge is full?

We operate the lounge as a hot desk, so it is on a 1st come 1st serve principal. Please feel free to chat to a member of staff if you would like more information on our busiest times.

What do I do if I lose my access key?

Please contact a member of the CitySpace team immediately. We will deactivate your lost access key and will reissue you a new one. Please note there will be a cost for replacing lost access keys.

Can I eat at my desk?

Yes you can, but please remain mindful of your fellow members. 

Can upgrade my membership?

Of course, we would be delighted to discuss other option or added values with you. 

Can I transfer my membership to someone else?

Memberships are not transferable.

Can I use this space as my registered office?

You may avail of our postal handling service but unfortunately using the space as a registered office is not permitted. For more information on mail handling, please contact a member of the team or you can find more information on CitySpace portal.

Is the space accessible to wheel chair users?

Yes we have ramp access into the building and a DDA compliant ground floor toilet.

Do you allow pets?

Yes we do! Bring your furry friend with you.. We absolutely welcome well behaved dogs!  Ask a member of staff if dog bed, feeding or water bowls are required. Due to space limits we advise that only dogs upto 20lbs/10kgs can join you in the workspace. 

What facilities are available?

Public areas of the work space include a kitchen area for all members to use.

Mailing, telephone handling  & printing services are also available.

Offers FAQs

Where's the best place to hear first about new offers?

To hear about our offers first, be sure to sign-up to our mailing list.

How do I redeem an offer?

If you're having trouble redeeming an offer when booking direct, please get in touch

Get in touch

Still can't find an answer? Please get in touch, our friendly team are here to help!

Contact us

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