Horizon Haven Accommodation – Guest FAQ

Is Smoking Allowed in the Apartments?

No smoking Allowed

What Forms of ID Do You Accept?

We accept valid UK identification, such as a UK passport or a full/provisional driving licence.

How Do I Access the Apartment?

All properties offer self check-in, so you don’t need to meet anyone. Access is usually via a keysafe or a nearby collection point, with simple video instructions provided for every property.

Do You Require a Security Deposit?

Yes, a refundable security deposit is collected for all bookings, typically between £250, depending on the apartment. It’s taken as a pre-authorization on your credit/debit card and released after check-out following a routine inspection.

When Will My Security Deposit Be Returned?

Deposits are usually released on check-out day or the following day, though exact timing depends on your bank or card provider.

Check-In and Check-Out Times

• Check-in: from 3:00 PM onwards

• Check-out: 10:00 AM

Need an early arrival or late departure? We can often accommodate this if the property is available. Please contact us at least 24 hours in advance.

Can I Extend My Stay?

Yes! To extend your booking, contact us via WhatsApp, text, or call at least one day before your check-out. Our team will help make arrangements.

What Is a Keysafe?

A keysafe is a secure metal lockbox with a combination code, placed near the property. It allows for stress-free self check-in and is accompanied by a short video guide showing how to use it.

Are Personal Check-Ins Available?

We primarily offer self check-in for flexibility. Personal check-ins are rare and only available in exceptional circumstances as a paid option. Most guests prefer entering the property on their own.

What Guest Support Do You Provide?

Our team ensures a smooth and enjoyable stay from booking to departure, including:

• Clear communication via WhatsApp, text, or phone

• A digital guidebook with property instructions

• Easy self check-in and check-out

• Assistance for any issues during your stay

  
  

Where Can I Find Your Terms & Conditions?

All booking terms and conditions are available