We know life isn't as straightforward as it used to be. But we're here to make it that little bit easier. What’s important to you is important to us. That’s why we’ve upped the ante on our (already rigorous) health and safety measures, prioritised contactless check-in, offer no-contact cleans and temporarily amended our non-refundable rates, allowing you to change or cancel your booking for free subject to some restrictions.
Take a look at our FAQ below, and if you have any further questions, please get in touch.
Stay safe,
The SACO Team
AM I ABLE TO CANCEL MY BOOKING DUE TO NEW TRAVEL RESTRICTIONS?
If you're unsure if you'll be able to make your trip, we recommend booking on one of our fully flexible rates.
Fully Flexible Bookings:
If booking on a fully flexible rate, you'll be able to cancel your booking up to 24 hours prior to your stay (1-28 nights) or 7 nights prior to your stay (29+ nights).
Non Refundable Bookings:
If you book on one of our non-refundable rates, our standard terms apply and unfortunately we won't be able to issue a refund if you need to cancel your stay. However, we have amended our terms so that booking amendments can be made if you need to cancel, and you can rebook for an alternative date.
In this case, the following restrictions apply:
- Amendments can be made up to 12 months following initial date of stay
- Only one amendment to dates can be made for each booking
- Any amendments are subject to rate changes
- New stay dates must be given at the time of requesting a booking amendment
- Changes are subject to real-time availability, rates and restrictions
- Existing booking conditions will not change
If you need to cancel or amend your booking, drop a note to reservations@sacoapartments.com and our bookings team will help you out.
ARE YOUR APARTMENTS 'SELF-CONTAINED'?
Although all of our apartments are self-contained and fully self-sufficient, our buildings aren't strictly classified in this way by the UK Government. This is because some of our properties have indoor communal spaces that are shared between guests, and all our apartments have communal entry and exit ways.
DO I NEED TO SELF-CERTIFY?
In line with government guidelines there is no longer a need to self-certify at any of our locations, as we are open to all types of stay.
Note that on arrival, at some of our properties you may be asked to present further evidence that you have the right to travel, as stipulated by national authorities. Without this, you may not be able to stay (and we don't like having to turn anyone away).
I NEED TO CANCEL OR AMEND MY BOOKING DUE TO COVID 19, WHO SHOULD I CONTACT?
If you need to cancel or amend your booking, drop a note to reservations@sacoapartments.com and our bookings team will help you out.
AM I ABLE TO STAY?
Currently, all of our aparthotels across the UK are open for all types of stay.
However, please check the latest government guidance to ensure you are safe to travel, and understand the local travel restrictions and COVID-19 guidelines.
Arrivals into the UK, Ireland and Germany may also be required to self-isolate upon entry into their respective countries, or obtain a negative COVID-19 test. Please check the relevant government websites for more information.
HOW ARE YOU KEEPING GUESTS SAFE AND WELL?
What’s important to you is important to us. That’s why we’ve upped the ante on our (already rigorous) health and safety measures to make sure that when you stay with us, you can sleep sound knowing you’re well looked after.
We're also ISAAP 'Stay with Confidence' and Visit Britain 'We're Good to Go' accredited, which means we uphold high levels of safety, security and duty of care.
What we’re doing
Studio living:
Our fully-equipped studios mean you can continue your day-to-day, or hunker down and stay at home.
Contactless check-in/check-out:
We've made some changes to our check-in/check-out experience to make social distancing easier. With plenty of hand sanitiser and hygiene products available throughout if you need them.
Hygiene products & high-touch, deep clean approach:
We're keeping our beady eye on those high touch areas like lifts, switches and handles, and giving them a (very) regular spritz of disinfectant to keep them spic and span, and germ free.
No-contact cleans on request:
We've resumed our regular weekly cleans, but you can request a ‘no-contact clean’ and pick up fresh linen and cleaning products at the front desk.
Food delivery & cooking in-room:
If you don't fancy living off Deliveroo, you are welcome to get food delivered to your apartment.
Keeping in touch:
Each team member has been fully briefed on how to approach guests that may be unwell or are self-isolating or quarantining, and we remain in close daily contact to ensure they remain in good health.
We have introduced a ‘no-touch’ housekeeping service, where guests can request cleaning products and linen to be left at their door; rooms are deep cleaned after each stay; a new check-in and check-out process that facilitates social distancing; and have distributed hand sanitiser and hygiene products throughout each of our properties.
DO I NEED TO WEAR A FACE COVERING?
We will follow local government guidelines when it comes to wearing face coverings. Things change pretty quickly these days and so government website will always be your best source of information. If face coverings are is required on-site, we will let you know when you arrive.
However, regardless of local regulations, if wearing a face covering will make your and others feel safer and more comfortable, please feel free to do so.
DO I NEED TO USE NHS TRACK & TRACE?
Guests and visitors in our properties are no longer required to provide their contact details as part of the NHS track & trace system.
HOW ARE YOU PROTECTING YOUR TEAM?
We're immensely grateful to each and every one of our team on the ground who are keeping our guests safe and reassured and, and our office-based staff who keep things moving forward. Here's how we're keeping them safe.
What we’re doing
No-touch approach:
Aside from our regular weekly cleaning, we've introduced a ‘no-touch’ housekeeping service, where guests can request cleaning products and linen to be left at their door. Rooms are deep cleaned after every stay. We've also implemented a new check-in and check-out process to maintain social distancing.
Hygiene products:
We have distributed hand sanitiser and hygiene products throughout each of our properties for use.
Keeping in touch:
Each team member has been fully briefed on how to approach guests that may be unwell or are self-isolating.
Working from home:
All of our office-based teams have all been provided with equipment and flexibility to work from home when necessary.
I HAVE BOOKED INTO ONE OF YOUR PARTNER PROPERTIES - HOW DO I AMEND MY BOOKING?
Each of our Partner locations will be dealing with booking amendments and cancellations differently, and it may be necessary to discuss your booking directly with them. If you have any questions about this process or need a hand, please drop a note to reservations@sacoapartments.com.
HOW DO I ARRANGE A NO-CONTACT CLEAN?
Let Guest Services know if you would like to request a no-contact clean. You can also request cleaning products and linen to be left at their door.
CAN I QUARANTINE IN A SACO APARTMENT?
It is possible to quarantine at a SACO apartment after travelling whilst waiting for your test results. If you test positive during this isolation period you can continue with your isolation. If this is the case please let us know so we can get everything in order and let our staff know.
Please note that you won't be able to use any of the communal areas if you are in self isolating. We also won't enter your apartment to clean.
CAN I QUARANTINE AT A SACO APARTMENT AFTER TESTING POSITIVE?
It is not possible to quarantine at a SACO apartment after testing positive for COVID-19. We only accept those quarantining after travel whilst waiting for their test results. As per above, if you test positive during your time at SACO, you can continue your isolation.
CAN I GET A PCR TEST DELIVERED TO MY SACO APARTMENT?
Yes, you can order a PCR test to your SACO apartment. Please include your full name and apartment number on the package.
If you need to order a PCR test for delivery before your arrival date, please let us know beforehand.
WHERE IS THE NEAREST PCR OR RAPID FLOW TESTING CENTRE?
To find the nearest testing centre or order rapid flow/PCR tests, visit GOV.UK
CAN I GET GROCIERIES DELIVERED IF I AM QUARANTINING AT SACO?
Yes, you will be able to order grocery delivery (and takeaway) to your apartment and our onsite team or Guest Services team will be more than happy to help you with this.
I'M TRAVELLING FROM OVERSEAS. WHAT ARE THE ENTRY REQUIREMENTS?
If you're planning to travel, please refer to local Government Guidelines for clarity on entry requirements from your country of travel, and local COVID-19 guidelines. Things are changing pretty quickly, so this will always be your best source of information.
I'M STAYING AT SACO AND HAVE TESTED POSITIVE FOR COVID-19. WHAT SHOULD I DO?
If you have tested positive at a SACO apartment, please get in contact as soon as possible so we can get everything in order and let our staff know.
Please do not travel or leave your apartment. If needed, Guest Services can help arrange an extension to your booking.
Note that you won't be able to use any of the communal areas if you are in quarantine. We also won't enter your apartment to clean, but we can arrange a 'no-contact' clean for you.
DOES SACO OFFER ANY NHS OR KEY WORKER DISCOUNTS?
We don't offer any specific NHS or keyworker discounts at the moment.
However, we do work with the team over at Nights On Us to gift free stays to NHS workers on a regular basis, as a way of giving back to the community.
These are unprecedented times and we appreciate your partnership and support during this challenging period for everyone. If you've got any questions feel free to get in touch.
We hope to see you at a SACO property soon.
Last updated 20.04.22
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