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Frequently Asked Questions


Short Stay & Long Term Serviced Apartments in Central London

Do I need to bring bedding? What’s the wi-fi password? Can I pack my pooch? Frankie Says answers all these burning questions and more.

If you’d like to know anything more about our swish central London serviced apartments, send your questions to:

What is a Frankie Says Apartment?

Frankie Says’ apartments are honed to hit the hospitality sweet spot, providing a cosy home-from-home experience in amazing central London locations.

We’ve blended the best bits of Airbnb – private accommodation with your own spacious, fully equipped kitchen, lounge, bedroom, and bathroom – and sprinkled it with the best hotel perks, like free interweb access, welcome basket, and attentive guest services. We’ve also replaced fun-sucking processes, like queuing to check-in, with quick contactless ones. You can also stay as long as you need. Whether it’s for leisure, business, short, medium, or long stay, simply rock up, stay fabulous, and leave when you like.

What ID do you accept?

When booking, we need to see valid ID, such as a passport or driving licence.

Why do I need to send ID?

Although rare, there have been instances in the past of guests getting up to all kinds of naughty behaviour (like hosting large parties without permission). As such, we ask all our guests to send photo ID to verify their identity.

You can find out more about our privacy policy and how we handle your data here:
If you have any questions, please let us know.

Can I check-in earlier?

We can offer an earlier check-in time providing there aren’t any guests checking out of your apartment on the same day. This is because it will need to be cleaned prior to your arrival.

We won’t know if an earlier check-in is possible until 48 hours before your arrival, so contact us then, and we will let you know.

There may be an extra cost for checking-in earlier depending on how early it is.

To guarantee an earlier check-in time (before 3pm) we recommend booking the apartment the night before you are due to arrive too, that way you can check-in anytime you fancy.

What time is check-out?

Check-out is 10am – please be aware this is when our housekeeping team arrives, and their favourite pastime is tickling guests with feather dusters. Just kidding. But if you haven’t left by this time, you may be charged an extra night.

Can I check-out later?

We can offer a later check-out time as long as there aren’t any guests checking in to your apartment on the same day.

We’ll have this information 48 hours before your check-out, so send us a message then and we will let you know if it is possible.

There may be an extra cost depending on how late you would like to check-out.
For example, if you plan to check-out after 3pm, you will be charged an extra night.

What time is check-in?

Check-in 3pm onwards – please don’t come any earlier as we’re still likely to be fluffing your pillows.

Want to extend your stay?

We know, it’s good at Frankie’s, right.
If there is availability, we’d be delighted to offer an extension.

Please give us as much notice as possible – at least 24 hours – and we’ll let you know if your apartment, or another close by, is available.


t: +44 (0) 2045 136 755 Monday to Friday 9am – 6pm

Do you have somewhere we can store luggage before check-in or after check-out?

Onsite luggage storage is only available at our Covent Garden apartment building. Contact us for details.

For all other guests, please contact our partner LuggageHero who offer safe storage spots all over London.

For the best rate follow this link:

Is there onsite parking?

Unfortunately, due to our buildings’ central London location there isn’t any onsite parking.

You can find and book nearby parking here:

How do I get in?

For convenience, our serviced apartments are self check-in and keyless.
Entry details, including your access code, will be emailed to you the day before you arrive.

Do I need to bring bedding and towels?

No one’s got time for dragging a 10.5 tog duvet about, which is why we supply everything you need for a comfy stay, including:
• Freshly laundered sheets, fluffy pillows and duvets for the bedroom(s) and sofa beds
• Fresh & soft towels for each person

Bedding & towels will be changed free of charge on a weekly basis for those staying longer than 7 nights. If you would like a different arrangement, please do not hesitate to contact us for prices and availability.

There’s also a washing machine and laundry tabs in your apartment for doing laundry. Sing it with us, ‘you spin me right round baby, right round…’

Are toiletries provided?

Yes, they are. Our complimentary, sweet-smelling toiletries includes shampoo for your luscious locks, soap and body wash.

Can I get extra toiletries?

If you are staying longer than seven days, you’ll receive a free fresh top up every week. If you are here for only a few days, we are happy to supply more toiletries for an extra cost.

Can I arrange extra for cleaning during my stay?

Weekly cleaning (including change of linen, towels and toiletries) is included in the price.
If you would like more regular cleanings please contact us to check prices & availability

What if I need to cancel or change my booking?

Dog stepped on a bee?
We understand that real life stuff happens. We also believe it is our job to give our guests the best time, not a hard time. If your plans change, and you want to alter or cancel your booking, let us know as soon as possible and we’ll do our best to accommodate your requirements.

A copy of our contract details is emailed when booking – please refer to your cancellation policy.

Are pets allowed?

Our VIP (Very Important Pooch) Policy means that well-behaved woofers and other small furries are welcome to stay at Frankie Says’ larger apartments with outdoor terraces. These are currently located in Soho and Covent Garden.
We just ask that you keep your paws on the floor and use your inside bork.

Contact us before you book for more information.

What kind of guest support do you provide?

As an independent company, we pride ourselves on doing everything we can to make sure you have a memorable stay.
We provide lots of hotel-like little luxuries, including all-you-can-tweet free wi-fi (the password is in your apartment), welcome drinks and goodies, fresh towels and bedding, lush toiletries, and a complimentary pack of cleaning essentials.
We can also arrange for extra sets of bed linen, towels, and toiletries to be delivered for a small fee.

If you’d like special items – a bottle of chilled fizz on arrival or a copy of Vogue to peruse over breakfast? – let us know and we will see what we can do.

t: +44 (0) 2045 136 755
Monday to Friday 9am – 6pm

Can I smoke indoors?

No, smoking isn’t allowed anywhere in our apartments.

Are there any other rules I need to know about?

We know you’re here to let your hair down and have fun but strictly no raves or raucous parties please.
Please be respectful of our neighbours – don’t crank the music up too loud and keep the noise down when entering or leaving the apartments.
Also, pets are allowed in some of our apartments but not all of them – please get in touch if you’d like to bring a furry friend.

How do I contact you?

Simply drop us a line here:

t: +44 (0) 2045 136 755 Monday to Friday 9am – 6pm


In an emergency, please call +447723192689. This number is available every day, 24/7 but please note it is strictly for emergencies.
For all non-urgent queries please call our general enquiries line above.

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