Frequently Asked Questions

Check-in is from 3:00 PM and check-out is by 10:00 AM. If you need additional flexibility, please contact us at least 24 hours before your arrival and we will do our best to accommodate you.

All our properties use self-check-in via a secure lockbox. Your unique access code will be sent to you on the day of arrival through your booking platform — there is no need to coordinate key handovers or wait for someone to meet you.

Yes. When you book through our website or a third-party platform, you will receive an immediate confirmation by email. This will include your booking reference, property details, and arrival information. If you do not receive a confirmation within a few hours, please check your spam folder or contact us directly and we will resend it.

You can book directly through our website at www.letofluxury.co.uk. Direct bookings receive exclusive rates and priority support — we always recommend checking with us before booking elsewhere.

Payments made through third-party platforms such as Airbnb or Booking.com are processed securely through those platforms using their standard payment methods, including major credit and debit cards. For direct bookings through our website, please contact us and we will confirm the available payment options at the time of enquiry.

Yes. As all our properties use self-check-in via a secure lockbox, a named guest or colleague can check in without you being present. Please let us know in advance if someone other than the lead booker will be arriving, so we can ensure the access details reach the right person and the property is prepared accordingly.

Yes. If you have a preference for a particular property, bed configuration, or any specific requirements — such as accessibility needs, a travel cot, or additional bedding — please let us know at the time of booking. We will always do our best to accommodate your request, subject to availability.

If you have booked through a third-party platform such as Airbnb or Booking.com, please contact them directly regarding invoices and payment documentation. As they act as the payment processor for those bookings, they are best placed to provide you with an official payment receipt or invoice.

If you have booked directly with us, we are happy to issue an invoice upon request. Direct bookings also benefit from flexible payment options for your convenience — please get in touch and we will find the arrangement that works best for you.

Yes. All properties include complimentary high-speed WiFi. Login details are provided in your welcome guide and displayed inside the property.

This depends on the type of booking you are making. For full property bookings, we are pet-friendly — please let us know at the time of booking that you are bringing a pet so we can ensure the property is prepared appropriately.

For room-only bookings where the property is shared with other guests, we are unfortunately unable to accept pets, in order to maintain a comfortable environment for all guests.

The only exception to this is assistance dogs, which are welcome across all our properties and booking types. We kindly ask that guests travelling with an assistance dog provide evidence of their dog's accreditation prior to arrival.

Yes. All properties offer free on-road parking, and several include private off-road spaces. Electric vehicle charging points are available in the local area.

Every stay includes hotel-quality bed linen, towels, and a starter set of toiletries. Additional towels can be arranged on request for longer bookings.

Some properties include an in-home washing machine. Where one is not available, we have a partnership with Priory Cleaners, who offer a same-day laundry service with 20% off for Let of Luxury guests.

Yes. For full property bookings, our family-friendly properties are well equipped for guests travelling with young children, including travel cots, high chairs, stair gates, and a selection of books, board games, and outdoor games suitable for all ages.

Please note that infants and young children are not permitted on room-only bookings where the property is shared with other guests. This is in place for health and safety reasons and due to the fact that our properties are not staffed on-site. We want to ensure the safety and comfort of all guests, and we appreciate your understanding.

If you are travelling with young children and are unsure which booking type is right for you, please contact us before booking and we will be happy to advise.

All our properties are within a 5 to 15 minute walk or short drive from Worcester city centre, Worcester Cathedral, and Foregate Street railway station — making them a convenient base for both leisure and business visits.

Worcester offers a wide range of attractions, including Worcester Racecourse, New Road Cricket Ground, the Malvern Hills, and The Commandery museum. The city also has a strong selection of independent cafés, restaurants, and pubs. Visit our Things to Do page for our full local guide.

Yes. Each property is within walking distance of a Co-op, Morrisons, or Sainsbury's, along with pharmacies and local convenience stores.

We are happy to point you in the right direction. Local favourites include Beanies Coffee Shop, Mother Hubbard's Fish and Chips, Bolero Bar and Kitchen, and The Red Lion in Powick. Further recommendations are included in your in-property welcome guide.

Yes. Every property receives a thorough professional clean before each new arrival. For stays of more than seven nights, a mid-stay clean can be arranged — please ask for details and pricing at the time of booking.

Please contact us as soon as possible through your booking platform. We have a maintenance team available for urgent issues and aim to respond and resolve matters promptly.

We understand that accidents happen. If something is accidentally damaged during your stay, please let us know as soon as possible — we always appreciate honesty and will handle the situation fairly. Depending on the nature and cost of the damage, a charge may be applied to cover repair or replacement. Where a security deposit has been taken, this may be used to cover any costs. Deliberate or negligent damage will be treated differently and may be subject to a formal claim.

If you believe you have left an item behind, please contact us as soon as possible after check-out with a description of the item and your booking details.

We handle lost property in line with our obligations under the Hotel Proprietors Act 1956. Items left behind are securely retained for a minimum of three months. During this period, we will make reasonable efforts to contact you if your details are available.

If the item is confirmed as yours, you are welcome to arrange collection in person, or we can return it by post — postage costs at actual cost are the responsibility of the guest. High-value items such as jewellery or electronics that cannot be returned to their owner will be handed to the police. Items such as bank cards or driving licences will be forwarded to the relevant issuing authority.

We are unable to accept liability for personal belongings left at the property, and we strongly recommend that guests ensure their travel or personal insurance covers the loss of belongings during a stay.

We offer flexible cancellation terms. In most cases:

Full refund when cancelled 30 or more days before arrival

50% refund when cancelled 14 or more days before arrival

Exact terms vary by platform and booking type. Please review the terms at the time of booking or contact us directly if you have any questions.

A pre-authorised security deposit may apply depending on the platform used to make your booking. This is typically released automatically within a few days of check-out, provided no damage has been reported.

Yes. We offer competitive pricing for extended bookings and for guests who return to us. Please contact us directly for a personalised quote.

Yes. All payments made directly through our website are processed via secure, encrypted payment systems. We do not store your card details at any point. If you have any concerns about payment security or would prefer to discuss alternative payment methods, please contact us directly and we will be happy to assist.

When you book directly with us, the price you see is the price you pay — there are no hidden booking fees or administration charges added on top. A cleaning fee may apply to some bookings and will always be clearly displayed before you confirm your reservation. If you book through a third-party platform such as Airbnb or Booking.com, please be aware that those platforms may apply their own service fees, which are set and charged by them independently of us.

Yes. A booking confirmation is sent automatically by email as soon as your reservation is complete. For direct bookings, we can also issue a formal payment receipt or invoice upon request — please see our answer on invoicing in the Booking and Check-In section for full details. If you have booked through a third-party platform, your payment receipt will be issued directly by that platform.

We can recommend trusted local transport providers and help with arrangements where possible. For airport transfers and local journeys, we recommend Cathedral Cars on 01905 767400.

Yes. Birthday decorations, anniversary setups, and bespoke welcome hampers can all be arranged in advance. Please let us know your requirements and we will take care of the details.

Yes. Several of our larger properties are well suited to work groups, project teams, and corporate travellers. Properties including 11B Pierpoint Street, 5 Old Malvern Road, and 2 Ferry Close offer the space, fast WiFi, and flexible check-in arrangements that business guests require. Please contact us to discuss your needs.

All guests staying at the property must be declared at the time of booking. Each property has a maximum occupancy limit, which is clearly stated on the listing and exists for safety, insurance, and regulatory reasons. If your group size changes after booking, please contact us as soon as possible so we can advise whether the additional guests can be accommodated and whether any adjustment to the booking is required. Undisclosed additional guests may result in additional charges or, in serious cases, termination of the stay without refund.

Yes. We can arrange for a pre-arrival grocery shop or essential supplies to be stocked in the property before you check in — ideal if you are arriving late, travelling with young children, or simply want to settle in without having to head straight to the shops. Please contact us in advance with your requirements and we will arrange this for you. A small service charge may apply depending on the order.

Absolutely. In addition to our birthday and anniversary setups, we are happy to arrange flowers, a bottle of prosecco, chocolates, or a personalised welcome gift for a guest arriving at the property. Whether you are surprising a partner, welcoming a friend, or treating a family member, just let us know what you have in mind and we will do our best to make it happen. Please give us at least 48 hours' notice to ensure everything is in place for your arrival.

Please note charge apply for this service.

Yes. While our properties are self-catering and unstaffed on-site, we are always on hand to help make your stay as enjoyable as possible. Whether you need a restaurant recommendation, help booking a local activity, advice on getting around Worcester, or assistance with any other aspect of your visit, simply get in touch via WhatsApp or your booking platform and we will respond as promptly as we can. Our in-property welcome guide also contains a curated selection of our favourite local places to eat, drink, and explore.

We are pleased to say that some of our properties do include a ground floor bedroom and bathroom, making them more accessible for guests with mobility difficulties. However, other properties require stair access and may not be suitable for all mobility needs. As our properties vary, we strongly recommend contacting us directly before booking so we can discuss your specific requirements and match you to the most suitable property.

We take our responsibilities under the Equality Act 2010 seriously and will always provide honest, straightforward advice to help you make an informed decision before you commit to a booking. Please do not hesitate to get in touch — we would rather have that conversation upfront and find the right solution for you than have you arrive to a property that does not meet your needs.