Your Questions

Big Red London Apartments has years of experience in renting accommodation to visitors for leisure, for study and for business. Below are a selction of questions we are frequently asked and which will help you in choosing the right apartment. When you book with Big Red Experience Limited, as a UK registered company we provide a secure, professional and accountable service.

How do I make a reservation for my London apartment?

When you book one of our Managed Apartments, we are your property managers, your contract is with bigredlondon.com, and we check you in to your apartment personally. We provide all cleaning and laundry services, answer questions, provide information, point out the closest supermarkets, tube stations and attractions. We are on hand to ensure you have the best possible stay.

You can book live online using bigredlondon.com's Visa MSA secure payment system which accepts all major credit and debit cards. Your dates are reserved automatically and you will be sent confirmation by email within 24 hours. Do not book your flight until you’ve received your CONFIRMATION email.

Fill in the search form with the dates you require, number of people and where you want to stay in London. Properties are listed according to availability and price. If a property is available, simply hit the BOOK NOW button. Follow the 3 easy steps from there. Your reservation is subject to a £20 booking fee which is made clear at the time of booking.

When you book one of our Agency Apartments your contract is with the property managers for that Agency (all of whom we know and have met!), not bigredlondon.com. Each Agent and apartment has been visited by us and you can feel secure knowing that we have checked the legality, safety and services of the accommodation. bigredlondon.com acts as an information provider, a booking service and facilitator to book the accommodation.

Simply complete the same reservation request form as above. We will reserve your apartment and confirm your booking to you directly. Your card is charged with the deposit, generally 10% to 20 % of the total cost together with a one off booking fee of £20.00. If your accommodation is NOT available we do NOT charge your card. You can authorise the outstanding balance on your credit card or pay the Agency directly.

When I make a booking is my London apartment reserved for me?

All Big Red London Managed apartments are exclusively managed by us and we hold all availability LIVE. When you book an apartment, our system automatically removes the dates from the calendar so no one else can book the apartment. An automated email is sent to you confirming we have received your booking request and within 24 hours you will receive your final BOOKING CONFIRMATION.

Where we work with Agents, the reservation process is exactly the same and your dates are removed from our system. These calendars are updated every 24 hours so in high season there is a chance the dates may not be available. In the event that the apartment is not available you will be notified within 24 hours and an alternative will be suggested.

Where are the London apartments?

All our apartments are located within the popular areas of London. In addition to the ever-popular West End we have sought out areas such as London’s waterways, the London Olympic parks, and the new vogue areas of London such as Shoreditch and Southwark. If you don’t know where you want to stay just click on what sort of experience you want in London.

Where should I stay in London?

London is a vast city with many, many areas to choose from. We have divided it up into easily identifiable areas which give you a better idea of London’s geography. Click on our Area Guides if you have a particular area in mind. Also you can choose which part of London you wish to stay in by choosing what you want to do in London. Click on any of our attractions categories, Arts or Shopping for example and we will show you the best apartments for those types of attractions.

I have mobility issues. Which apartments are suitable for me?

We subscribe to the National Accessibility Scheme. Each apartment uses the relevant recognised symbol to give you an idea of the apartment’s suitability. The symbol is a guideline only. For example, a wheelchair symbol is used only if the apartment fully confirms to wheelchair accessibility standards.

Where do I check in?

All check in and arrival details, including directions on how to get to your apartment are in your confirmation email. PLEASE BRING IT WITH YOU.

For our Agency apartments full check in details are emailed to you directly.

Generally, you will be met at your apartment, either by a member of our team or a member of staff from the Agency. who will check you in, give you a guided tour, tell you where the local supermarket, tube station and other attractions are, and answer any of your questions. Some of our apartments have a concierge service or 24 hour porterage. In such cases, they carry out your check in directly.

Information on train stations, buses and airports is listed below.

Office Hours

Our virtual office remains open all year round for bookings, enquiries and correspondence.

For telephone enquiries our office hours are as follows:
Mon to Fri 10.00 17.30h, Sat 10.00 to 14.30h. Sun CLOSE

Where do I collect keys?

Because London is such a large city, you will always be met either at the apartment or at a location within a few minutes walk of the apartment. Your confirmation email will tell you how to collect keys and check in.

What if I lose keys or get locked out?

All replacement keys will have to be paid for. Copies are held by our agents or in our office. If you leave a key in the door or get locked out, you will be liable for locksmith call-out charges.

How do I pay and how secure are my credit card details?

Our MSA services are supplied by The Royal Bank of Scotland Streamline services. Our secure server is a LEVEL 1 PCI compliant payment system. This is the most secure compliance standard available.

Each apartment has specific Booking Information which are clearly stated on the apartment details page. However, some general rules apply:

You pay your deposit and the booking fee online using the secure payment system. This reserves your apartment for you. We do not hold or see your credit cards.
Occasionally, we may have to charge you VISA’s credit card fee. The exact amount is specified in the Booking Requirements box on the apartment details page.
Some apartments require payment of a security deposit of £300. This charged to your credit card. It is refunded 7 days after the end of your stay.
At check in you will also be asked to sign a check in and security form and give your passport or photo ID details. These are an essential requirement and must be presented on request.

What happens if I arrive after office hours or on a Sunday?

So our guests can travel late at night, or on Sundays, we provide a Meet and Greet check in service. This means you can arrive outside of office hours but still be checked in. This is when one of our representatives will meet you at the designated place (either the office or the property).

MON – SUN After 18.00 £20
MON – SUN After 21.00 £40
MON – SUN After 24.00 £50
Christmas, New Year and Easter £60.00 rising to £80 after 21.00

What happens if I require an early check in or a late check out time?

Please notify us if you wish to check in earlier than the standard time or check out later. It may be possible to arrange an earlier or later check in or check out, however this is subject to agreement and may incur a fee.

What do I do in an emergency?

The numbers for the emergency services are all in your apartment. Alternatively you can call your emergency contact number given to you at check in.

Can a Taxi collect me from the airport?

Yes. We can book a licensed cab to pick you up and take you to your apartment. Quotes are available upon request. A credit card is required.

What Taxi should I get from the airport?

Licensed Black taxis are available from all airports, as are PCO Licensed vehicles. Unlicensed taxis do operate from all London airports. We recommend you only take a black licenses cab All London airports are also served by train and bus services into central London.

How do I get to the Train into London?

From Heathrow: The Heathrow Express departs every 15 minutes. Journey time is 15 minutes and the train arrives at London Paddington station in Central London. www.heathrowexpress.com. From here, you can access the London Underground. www.tfl.gov.uk. There is also a black Licensed Taxi rank at Paddington station.

Heathrow- London Underground: You can take The London Underground directly into central London. The Piccadilly line travels into central London via Hammersmith, Knightsbridge, Leicester Square and Kings Cross. The cost is approx £6.00 and takes 45 minutes. Transport for London have a very handy journey planner, which you can use from this link. www.tfl.gov.uk

From Gatwick: The Gatwick Express departs every 30 mins. Journey time is 30 minutes and the train arrives at London Victoria station. www.gatwickexpress.com. From here you can access the London Underground and Victoria bus station. www.tfl.gov.uk . There is also a Black licensed taxi rank at Victoria.

From Luton: The airport has a free shuttle bus which takes you to the Luton parkway train station about 5 minutes away. The buses run every 5 or 110 minutes. From Luton parkway, the train takes you directly to London St Pancras International. www.firstcapitalconnect.co.uk From here, you can access the London Underground. www.tfl.gov.uk . There is also a black Licensed Taxi rank at St Pancras International Station.

From Stansted: The Stansted Express departs every 30 minutes. Journey time is 45 minutes and the train arrive at London Liverpool Street station. www.stanstedexpress.com From here you can access the London Underground. www.tfl.gov.uk There is also a black Licensed Taxi rank at Liverpool Street station.

EUROSTAR: The Eurostar arrives directly into central London at St Pancras International station. . From here you can access the London Underground . www.tfl.gov.uk . There is also a licensed black taxi rank at St Pancras International.

How do I get to the Bus into London?

Heathrow: National Express coaches run buses from 5am to 10pm. www.nationalexpress.com. Buses are every 45 minutes. Journey time is up to one hour. The bus takes you to London Victoria station. From here you can access the London Underground and Victoria bus station. www.tfl.gov.uk . There is also a licensed black taxi rank at Victoria.

Gatwick: National Express coaches run buses throughout the day and night. www.nationalexpress.com Buses are every 90 minutes. Journey time is 1 hour and 30 minutes. The bus takes you to London Victoria Station via Stockwell, Vauxhall and Pimlico. Easyjet also run a 24 hour bus service to London Earls Court. See the website www.easybus.co.uk

Luton: National Express coaches run buses throughout the day and night. www.nationalexpress.com Easyjet also run a 24 hour bus service to London. See the website www.easybus.co.uk

Stansted: National Express coaches run buses throughout the day and night. www.nationalexpress.com Easyjet also run a 24 hour bus service to London. See the website www.easybus.co.uk

What is the cheapest way to travel around London?

London has an excellent network of buses in addition to the London Underground or ‘tube’ system. Both are managed by Transport for London, www.tfl.gov.uk. Most Londoners use the OYSTER CARD to travel cheaply. Oyster card fares are one third of the standard fare on both the Underground and Buses. The Oyster card is a plastic card. You add money to the card and fares are automatically deducted. You can buy an Oyster card at any London Underground station. The cost is £3. You can “top up” your card with money at London Underground stations and at local shops. Oyster card can be used on buses and the Underground as well as some London Overground Train services. If you want to plan your journey across London or to a particular event, TFL has an excellent online journey planner. It is also translatable into 15 or so languages. www.tfl.gov.uk

The apartments are self-catering. Are there towels and bed linen in the apartment? What else?

The apartments are designed with the independent traveller in mind. Bed linen and towels are all provided. All accommodation has access to a kitchen where you will find suitable glasses, plates, cutlery, pots and pans. Most of our apartments also have TV, MP3 players, tea and coffee making equipment, washing machines & heating. We also have many luxury apartments, in superb locations. These apartments have a whole range of luxury facilities including dishwashers, designer furniture, Satellite or Cable TV, DVDs, terraces, BBQ, juicers, blenders; the whole works. Please check the individual accommodation descriptions for electronic equipment and appliances provided in each.

Will my bed linen be changed during my stay?

We have different arrangements for different apartments. Please ask your representative which days are scheduled for towel and linen changes.

Is there a charge for cleaning on departure?

Some of our Agents require a cleaning charge. Our managed apartments do not. However, all apartments must be left in the same clean state as upon your arrival. You must do the washing up and take out your trash. If the property is left in an unreasonable condition, we will charge your credit card for extra cleaning or you will forfeit your security deposit.

Are the apartments fitted with a shower or bath?

Our bathrooms may be fitted with a shower, a bath, or a combined bath and shower. Please check the individual accommodation descriptions for the facilities provided in each.

Is there wi fi in the apartment?

All apartments which have wifi available are marked with the wifi icon on the apartment listings. However, there are many internet cafes, wifi hotspots and free wireless cafes and shops throughout London, so you can stay in touch!

Can I smoke in the apartment?

All apartments are non smoking .

Is the room/apartment secure?

All our apartments are secured with keys to open and lock the street door, with keys to lock the apartment door, and with keys to secure the door to your room(s) in the apartment.

Is there a laundry service?

There are both self service and laundry services in most of our apartments. Please ask your representative at check in or see the individual apartment listings.

Our ethos is simple; we want our guests to have a wonderful experience in London.

At Big Red Experience:

We use the safest and securest payment system specifically for online services.
All your card account details are kept by VISA who deposit money with us once your payment has been authorised.
We encourage landlords to work to National Accessibility Scheme standards.
The Big Red London team has over 14 years experience managing holiday accommodation in the UK and Europe.