1 Q: If we are arriving after the reception is closed, how are we going to check into our room? 

1 A: On the day of your arrival we will send you instructions for accessing your room keys from a safe box outside the Main Reception Entrance at 195 Sumatra Road. Make sure to check your Whats App & Email.  Access to rooms is 100% dependent on whether payment has been received. 

2 Q: Why do I need to pay online before I arrive if I have selected to “Pay at the property”? 

2 A: Our reception is open between 9am and 4pm. If you are arriving outside of these hours, we will be sending you a payment link before you arrive. 

3 Q: What if my online payment has not gone through? Will I be able to check in? 

3 A: The short answer is no. We must have received your payment before we issue key access information. If you have any problems with the payment please contact us as soon as possible. 

4 Q: Is it possible to check in earlier? I am tired after a long flight. 

4 A: If your room is free from the previous night, we will check you in. If not you are welcome to leave your luggage when you arrive. 

5 Q: I am checking out before your reception is open at 9am. What do I do with the keys? 

5 A: Please leave your keys on the table inside your room clearly visible. Do not leave them anywhere else. Thank you. 

6 Q: Do you have private parking? 

6 A: No. We are in a residential street, but we can pay for a permit for you at £5.50 for 2 hours. Parking is free after 6.30pm until 8.00am Mondays to Fridays and Weekends and Bank Holidays.

7 Q: Is there a hairdryer in the room? 

7 A: Normally, yes there is but if for any reason it is missing please let us know and we will provide a replacement. 

8 Q: Do you provide adaptors? 

8 A: We have a small limited stock available to borrow from reception subject to availability. 

9 Q: Do you provide shampoo and toiletries? 

9 A: In our Studios yes but in other rooms we only provide hand soap. So please bring your own. 

10 Q: Do you provide Towels? 

10 A: Yes 1 person, but if you would like more please let us know. 

11 Q: Can we have rooms next to each other if we have booked more than 1 room? 

11 A: This cannot be guaranteed. Please note minors (children under 18 cannot stay by themselves in a room – they must be accompanied by a parent or guardian). 

12 Q: Why am I being asked for photo ID? 

12 A: Many of our guests arrive after hours, so we do not always get to see them in person. Therefore we need to ensure the person staying is who they say they are. And as well, we need to ensure there are no minors staying by themselves. 

13 Q: How to I get to you from Gatwick Airport? 

13 A: Direct train from Gatwick to West Hampstead. Alternatively take Gatwick Express to Victoria and change to the Underground and come to West Hampstead. 

14 Q: How do I get to you from Luton Airport? 

14 A: Take the direct train from Luton Airport to West Hampstead. 

15 Q: How do I get to you from Stansted Airport? 

15 A: Take the national express bus from the airport to the stop called “Finchley Road & Frognal” Cross the street, walk to the right and you will come to Lymington Road. Walk to the end of Lymington Road and cross the street. Sumatra Road is in front of you. The main reception is at 195 Sumatra Road. Total walk time approx 15 mins. There is also the Overground train station and you can take the train 1 stop to West Hampstead if you do not wish to walk too much.