Frequently Asked Questions
Commonly asked questions and answers to those questions.

When can I check-in? What time is check out?

Your room is available for check-in from 3.00 pm, check-out time is before 10.00 am. If you are arriving early or would like a later checkout time please contact us (additional charges may apply)

What are the reception open hours?

Our reception is open:

  • 8.45 am until 9.45 pm Monday – Friday

  • 9.00 am until 10.00 pm Saturday

  • 11.00 am until 7.30 pm Sunday’s and Bank Holidays

What if I am arriving outside these hours?

An out of hours check-in service is available. We will contact all guests shortly after receiving your reservation to discuss arrival times if necessary full details of out of hours check-in will be provided before you commence your journey. If you are unexpectedly delayed en-route, please call us and we can make necessary arrangements.

Do you have any house rules?

Although some homes have additional local ordinances, we request that all Huku Kwetu guests follow the below policies to keep people and the home safe:

  • Please behave as you would in any home in which you live, with respect for property and neighbours.
  • Unless we approve otherwise, you (as the guest booking the property) must be over the age of 18. 
  • You will be an occupant of the unit during the entire reserved period and other occupants of the home during your stay will be family members, friends, responsible adults or children under direct adult supervision.
  • Do not exceed the maximum occupancy of the home.
  • No parties, noise that can be heard beyond the home lot line or in adjacent units or any illegal activity may occur at the home.
  • No pets are allowed unless otherwise noted for specific properties and where you have paid a pet fee in connection with your booking in advance. Registered service animals are allowed when you provide proof of registration upon request.
  • No smoking is allowed in or around any home.
  • Check-in time is 3 pm and check-out time is 10 am. We will notify you via email in advance if early check-in or late check-out will be available.
  • Please use common courtesy at the home by keeping it clean, reporting any problems or damages, washing dishes as used, taking garbage to the outside bins, leaving towels in the bathrooms and sheets in the bedrooms, and not rearranging the furniture.
Do you accept group bookings?

If you are reserving 5 or more apartments for your party please contact us.

Are the apartments pet-friendly?

Pets are welcome in our suites for all extended stay guests (excess of 28 consecutive nights). Pets must be supervised at all times and must be on a leash in public places. Guide dogs are permitted in the apartments. Find out more about our Pet Policy.

Do the apartments accommodate people with disabilities?

All public areas are wheelchair accessible and the lift serves all floors. A hearing aid induction loop is fitted at reception/. More detailed property accessibility information is available.

Does the apartment have a…

We are regularly asked about the following items and are pleased to confirm they are included as standard in every apartment:

Bed linen, towels, hairdryer (one per apartment), iron, ironing board, corkscrew

What is the cancellation policy?

The cancellation policy will depend on the rate plan you have booked, details can be found on our cancellation policy page or on your confirmation email.

How will my details be used?

We process the personal information which you provide us via this website and collect information about the transactions you undertake including details of payment cards used. This is for the purposes of dealing with your bookings and requests, tailoring our services to your requirements, providing you with information about products and services we offer and to improve our services. For further information please visit our privacy policy page.

Do the apartments have internet access?

Complimentary Wi-Fi is available. For users requiring greater bandwidth connections, high-speed internet access is available at £5 for 24 hours access.

Do your bathrooms have a bath or shower?

All bathrooms are en suite with fantastic power showers

When is the apartment ‘serviced’?

We include a weekly clean after a 7-night consecutive stay and then on a subsequent weekly basis. Extra service cleans can be booked and are chargeable.

How can we pay?

We accept all major credit/debit cards. Cash is accepted in pounds sterling only and we require a copy of photographic ID to support all cash payments.

What is the security deposit?

A security deposit may be required on check-in. This is to guarantee us against loss, damage or disruption and can be paid in a number of ways: preferred method is to pre-authorise a credit card which does not debit the account but simply holds the funds which can later be released back to the account. It is not possible to perform a pre-authorisation on a Maestro, Switch or any Visa debit card. We can accept a cash payment and return this on departure following a room inspection.