Help centre
Answers to the most common questions, and how to reach us.
Common questions
Is the price I see the final price?
Yes. Taxes and service charges are included in the total shown before you book.
Can I cancel my booking?
Every stay shows its cancellation terms. Many offer free cancellation until a date shown on the page.
When can I check in and check out?
Times vary by property and are shown on each stay. Many will hold your bags before check-in or after check-out.
How do I choose an area in London?
Pick by what you plan to do. West End for the sights, King's Cross for trains north, Paddington for Heathrow, Wembley for events.
Do you list stays near big venues?
Yes. Each venue page shows stays within walking distance or one direct train, such as Wembley Stadium and The O2.
What if my plans change?
Check the cancellation terms on your booking first. For anything else, our team can help through the help centre.
How we rank stays
When you search, “Our top picks” puts stays in order using guest review scores, the price for your dates, how closely each stay matches your search and filters, and whether rooms are available.
Some stays are listed through partners (for example online travel agencies) who pay us a commission when you book. Commission can affect where a stay appears, and such stays are labelled. It never changes the price you pay: the price shown includes all taxes and fees.
You can always change the order with “Sort by”, for example lowest price first or top reviewed.
How reviews work
Only guests who booked a stay through us can leave a review, and only after their check-out date. We send a link by email the day after you leave.
Reviews from these guests are marked “Verified stay”. Guests give an overall score out of 10 and can score cleanliness, staff, location, comfort and value for money.
We read every review before it goes live. We publish good and bad reviews alike, and we only remove a review if it breaks the law, shares personal details, or is not about the stay. We never pay for reviews or let properties write or edit them.
The score you see on a stay is the average of its published reviews. If you think a review is fake or unfair, tell us through the contact page.