SACO FAQsGot a question? We might have the answer
What is the difference between an aparthotel and a serviced apartment?
Our aparthotels are the perfect combination of home and hotel; enjoy the privacy and spaciousness of a self-catering serviced apartment and the excellent hotel facilities that travellers crave. Aparthotels are perfect for those who love their own space, but still like to know there's a reception team on hand to assist with queries.
Our traditional serviced apartments differ in that they are typically self check-in with no onsite team or reception desk. They also usually include a fully-size kitchen equipped with all the necessities for an extended city stay. We offer these elements to ensure you can live privately and independently during your trip, just as you would your own home.
What can I expect in my apartment?
This will completely depend on which location and apartment type you opt for, but one thing we can guarantee is comfort, spaciousness and privacy. Oh, and a fully-equipped kitchen, private bathroom, and tea, coffee and biscuits to get you through your first morning. For even more specific property information, please contact the property directly or give our friendly Central Reservations team a call on 0117 970 6999.
What time can I check-in and check-out?
Check-in is generally from 4pm onwards and check-out is 11am across all our properties.
What if I'm arriving outside of these hours?
Depending on the property, we would need to arrange alternative access for you - i.e. meet and greet service. Please contact our Central Reservations team on 0117 970 6999 if you require these services and we will do our best to accommodate you.
What do I need to bring for check-in?
Upon arrival you will need to provide proof of I.D (passport or driving licence) as well as the booking confirmation.
Can I pay cash upon arrival?
No - unfortunately we don't accept cash payments at any of our properties.
Do you have Wi-Fi?
We offer complimentary Wi-Fi at all our properties. Most of our larger properties include HyperOptic which is superfast 100/100 MBps for every apartment.
How often will my apartment be cleaned?
This typically varies between our aparthotels and traditional serviced apartments. Apartments within our aparthotels receive a refresh clean on stays of 4 - 6 nights part way through your stay. You can request additional cleans, but there will be an extra charge for this service. Serviced apartments will receive a weekly clean.
What are your reception opening times?
Reception opening times vary between each property, therefore you would need to contact each property directly to check what hours their front desk operates. Please be aware that not all of our serviced apartments have a reception desk or an onsite team as we want you to feel as at home as possible.
Are your properties pet friendly?
Pets are only accepted at our property SACO Holborn - Lambs Conduit Street. We generally do not accept pets at any of our other locations (aside from working service dogs).
Is there car parking available?
Whilst some of our properties have limited onsite parking available at an extra cost (on a first come first serve basis), most of our properties do not have onsite parking facilities. We are however able to offer discounts at the local National Car Parks at some of our locations, where applicable. For more information on which of our properties offer parking facilities or NCP discounts, please enquire at the time of booking.
Do you have luggage storage?
We can store your luggage free of charge at any of our properties which have a reception desk - just as the onsite team!
Where do I collect and leave my keys at self check-in properties?
Upon confirmation of booking, and once payment is received, you will be provided with all access details via email. This includes check-in codes for any self check-in properties.
Is breakfast provided?
All our apartments are self-catering so we do not offer breakfast, but we do provide tea, coffee and biscuits in each apartment to get you through your first morning.
Can I make specific requests?
Please make any special requests at the time of booking by contacting the number provided on your booking confirmation. The team will do their best to ensure that we accommodate these requests where possible.
Are there accessible options available?
We have a variety of accessible options across all our locations, however they may differ between properties. Please contact the property directly to check whether the apartments at your chosen location are accessibility-friendly, for specific access information and to discuss your requirements.
Do you offer recommendations of local food and beverage outlets?
Yes, when staying at a SACO aparthotel one of our Guest Service Executives can recommend local restaurants. Often we partner with our favourites to give our guests exclusive discounts so be sure to speak to the reception team before you head out.
How do I make a booking?
You can make a booking at any of our SACO properties either online via our website by searching for your preferred property or locations, or by contacting our Central Reservations team directly on 0117 970 6999. Please contact our Central Reservations team if you'd like to make a booking at one of our partner properties as they cannot be booked online.
Can I amend or cancel my booking?
At the time of booking you will be provided with our Booking Terms and Conditions which includes the Cancellation and Amendment policy - please read this thoroughly. Once you check-in you will receive a card with the Apartment Managers details and any other relevant information, including check-out times and check-out instructions should you need to make amendments during your stay.
I have a promo code - how do I use it?
Applying a promo code to your booking couldn't be easier! Simply select your property, enter the dates of your stay and type your code in the discount code field. Once you hit 'apply code' the discount will be automatically applied and will show as a separate rate in the search.
How do I make a group booking?
For any group booking requests please contact our Central Reservations team on 0117 970 6999.
What is SACO's price match guarantee?
We work hard to ensure that the prices on our website match those you may see on third party websites. Our philosophy is that the rate you see on our website should be the same as, or better than, any other online channel. Our price match guarantee ensures that on the off chance you do find out apartments cheaper elsewhere, just let us know and we'll match or beat the price.
What payment types do you accept?
We accept American Express, Via Credit, Visa Debit, Visa Electron, Via Purchasing, V Pay, Mastercard, Mastercard Debit and Maestro payment types. Please note - we do not accept cash or cheques.
Where can I find my invoice?
You will be sent your invoice at the time of booking but should you not receive it, please contact our Central Reservations team on 0117 970 6999.
How far in advance can I make a booking?
It generally depends on the location requested, but usually we only accept bookings for stays no more than 12 months in advance.
Can I make a booking for myself using someone else's credit card?
If you would like to do so, please contact our Central Reservations team on 0117 970 6999.
Do SACO offer corporate rates to companies and individuals?
Yes, we do have a number of corporate options which can be adapted for your needs and requirements. For more information please contact our Business Development team on 0117 970 7163
Can I stay with SACO for one night?
Most of our properties have no restrictions on length of stay. However, our properties SACO Waterloo - York Road and The Wittenberg in Amsterdam both have a minimum length stay of seven nights.
What is the benefit of booking an apartment for an extended stay period as opposed to booking Monday - Thursday each week?
Our rates are determined by the number of consecutive nights being booked, therefore the longer the length of stay the better the nightly rate we can offer. UK VAT is also charged at 5% for the first 28 nights and falls to 1% thereafter until 30th September 2021. From 1st October 2021, UK VAT will be charged at 12.5% for the first 28 nights and will fall to 2.5% thereafter. Often taking an apartment on an extended stay period can work out a similar cost to booking four nights a per week - with the added benefits of having the option to stay any night of the week and you get to keep the same apartment for the entire period so you don't have to worry about moving your belongings between rooms. Please contact our Business Development team on 0117 970 7163 to find out more.
What is the longest period of time I can stay with SACO?
There is no limit on how long you can stay - we'll have you for as long as you'll have us!
Do you cater for group bookings?
Yes, we can! Often we have a range of apartments from studios to one, two and even three bedroom apartments which can comfortably accommodate larger groups. Most of our two bedroom apartments have two bathrooms, making them a great cost saving option for two guests travelling together. Enjoy the privacy of your own bedroom and bathroom with a shared living space.
Are you open for leisure stays?
We are following local government guidance at each of our locations. Where leisure stays are restricted, or where hospitality venues have been advised to close, rest assured that our doors will remain open for other purposes. This includes for essential stays, business stays, those in need of an interim home, and for our long-term guests.
If you are planning to stay at one of our properties please check your local restrictions (for example a Tier 3 or 4 area in England, Level 3 or 4 area in Scotland, Level 5 in Ireland, Level 5 in Wales or a national lockdown), you will be asked to complete a self-certification form (https://www.sacoapartments.com/self-certification/) prior to your arrival to confirm your stay adheres to government guidelines.
Arrivals into the UK and Ireland 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.
Check the latest government guidance or get in touch if you aren't sure if you're able to stay.
UK Government Guidance: https://www.gov.uk/guidance/covid-19-coronavirus-restrictions-what-you-can-and-cannot-do
Scottish Government Guidance: https://www.gov.scot/collections/coronavirus-covid-19-guidance/
Irish Government Guidance: https://www.gov.ie/en/publication/2dc71-level-5/
Why are your properties still open?
Our business model is rooted in long-stay, so each of our apartments has been designed for guests to live in. To that end, a number of guests are staying with us for extended periods of time. We are their home.
As per UK Government guidelines, we also remain open to those staying with us for work purposes and displaced or stranded travellers. We are requesting all new guests to self-certify that they are able to reside with us as per UK Government guidelines.
If you fall into any of these categories, contact email@example.com for more information.
Do you plan to close any properties?
Along with our teams on the ground, we are committed to providing a home to our residents and will endeavour to remain open for them. We continue to monitor the ever-changing situation, and will respond accordingly to ensure we are acting responsibly and appropriately to UK Government guidelines.
What are you doing to protect the safety and wellbeing of your guests?
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.
We're working closely with Common Sense Compliance (CSC) to ensure we meet the highest food, health and safety and fire safety standards at all SACO locations. We are 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.
We’re in direct communication with all of our guests and residents to ensure their wellbeing at all times, and if a guest is self-isolating we can organise supplies to be dropped at their door.
Do I need to wear a face covering?
Face coverings should be worn throughout the common areas of all of our properties at all times. You should only remove your mask when eating or drinking in one of our common areas.
Are your gyms and social spaces open?
We are closely following UK Government guidelines. Our gyms and social spaces are currently closed to ensure the ongoing safety of our guests.
Do I need to use NHS Track & Trace?
All guests and visitors in our properties are required to provide their contact details, to comply with the NHS track & trace system.
What measures are in place to protect your staff who are still coming to work?
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 every 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.
Each team member has been fully briefed on how to approach guests that may be unwell or are self-isolating, and we remain in close daily contact with each team member to ensure they remain in good health. We're immensely grateful to each and every one of our team on the ground who are working very hard at this time to keep our guests safe and reassured.
How are you ensuring social distancing?
To ensure the safety of all guests and our staff, guests are requested to practice social distancing during their stay and wear face coverings at all times when in our common areas, except when seated to eat or drink. We have introduced ‘contactless’ check-in and check-out, changed our housekeeping protocol. It is essential we work together to support these efforts at this time, and as such, guests encouraging social gatherings will be asked to leave, fined and reported to the authorities in line with UK Government guidelines.
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. If booking on a fully flexible rate, you'll be able to cancel your booking up to 24 hours prior to your stay (1-6 nights) or 7 nights prior to your stay (7-28 nights).
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 updated our terms so that booking amendments can be made free of charge if you need to cancel, so can rebook for an alternative date in the next 12 months.
I have booked on 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 firstname.lastname@example.org.
Are you offering preferential rates for key workers?
Yes. Please get in touch from your relevant email address with email@example.com to discuss our key worker rates.
What are you doing to support the local community?
Prior to the re-opening of hotels to the public, we partnered with the UK Government and NHS accommodation providers to house essential workers through the crisis period.