Booking and payment FAQ

Q. When is the best time to book?
A. We suggest that once you have decided to stay with us to book as early as possible so you’ll get first pick. We highly recommend that if you’re planning to share with friends to book in advance as spaces will fill up and it will be hard to group you together.

Q. How do I book?
A. We take bookings on our website which is fast and easy, at any of our 5 accommodations (Hoxton, Tower Bridge, King’s Cross, St Pancras and Westminster), or feel free to call us on +44 (0)207 042 7890 and we can help.

Q. How much do I need to pay to book?
A. To book, we require a payment of 1 weeks upfront rent and then you can pay the rest in instalments.

Q. Will I get this back?
A. No, the upfront rental payment gets applied to your last rent instalment – meaning you don’t need to wait around for a deposit refund.

Q. What form of payment do you take?
A. urbanest accepts payments made by credit/debit card or bank transfer. There is no charge when paying with a UK debit card and a 1.5-2% charge (by your bank) is added to all other card payments. Additional fees on bank/wire transfers will depend on your bank so check with them beforehand. We take either forms of payment, so long as it’s not cash.

Q. What if I change my mind about my booking?
A. Please check out our cancellation policy here.

Q. When will I receive the tenancy agreement?
A. Our tenancy agreements are all online – meaning no paperwork! The online tenancy acceptance has the same legal weight as a paper tenancy so you don’t need to be concerned. You can access your tenancy at any time by logging in to your account portal once you have a confirmed booking with us.

Q. When can I move in?
A. All tenancy dates are available to see at the time of booking. However feel free to get in touch with us if you require an earlier arrival, we will see what we have available.

Q. What is included in my rent?
A. The rent covers your room, use of the communal facilities, all utility bills such as electricity, hot water and heating, and contents insurance cover. It also includes your 50mbps broadband and wifi connection.

Q. Are my possessions insured in my room?
A. We have an agreement with Endsleigh Insurance who provide room contents cover up to £4,000. The full insurance policy is available on request.

Q. Do I need to buy a TV licence?
A. Every household or apartment in the UK must have a TV license if they intend to watch live TV.

Q. What internet service do you provide?
A. We provide up to 50Mbps connection to each room with unlimited downloads. A fair and acceptable usage policy applies.

Q. Do I have to pay council tax?
A. Students are exempt from council tax, so no, you do not have to pay it.

Q. Who can be my guarantor?
A. The guarantor needs to be someone in full-time employment either based in the UK or based in your home country. Your guarantor could be your parent or guardian for instance however it cannot be yourself.

Q. I don’t live in the UK and don’t have a UK bank account – what should I do?
A. You can pay your rent by credit card or transfer the amount of rent to our client account, please contact the accommodation team for details. When you arrive in the UK we advise you to open a bank account.

Q. When do I need to pay my first rental instalment?
A. We offer 3 instalment types:
• Fully upfront
• 3 Instalments
• 10 Instalments
The first instalment always needs paid 14 days before the tenancy begins.

Q. What are the instalment dates?
A. Dates will depend on the type of contract you are on, when you are completing the booking link, all the dates and amounts will be on the booking link.

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