Help centre

Help centre

Frequently asked questions

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LOOKING FOR INFO ON COVID 19? / KEEPING SAFE -> 

MAKING A BOOKING

We don't require you to pay a deposit as standard, however depending on the nature of the booking, occasionally this is necessary. For example, for group bookings or pet stays. We advise you to get in touch before your stay at [email protected] to clarify any deposit requirements.

Yes - all prices quoted on our website and during booking are inclusive of VAT and local taxes. This is the case both for our apartment rates and add-on charges. So rest assured you won’t be landed with any surprise fees.

To apply a promotional code, you must enter it when making a booking online. Note that promo codes cannot be added retrospectively to a booking. You can apply your promo code directly on the website via our 'Book' navigation bar after selecting the property you'd like to stay at. Within our booking engine, you can enter a promotion code when selecting your dates. If you're having trouble applying the promo code, drop our bookings team a note at [email protected].

Yes - If you're looking to make a booking for a group of 10+ people, note that group terms will apply. Get in touch with our bookings team directly via [email protected] to confirm your group booking and clarify any additional terms. 

The rates you see on our website are inclusive of all bills. On top of all your utilities and WiFi paid for, Cove apartments come fully furnished and equipped with everything you need for a comfortable and efficient stay - no matter what mode you're travelling in. That includes things like kitchenware, cleaning equipment, and a welcome kit with toiletries, tea and coffee. So all you'll need when you turn up is your luggage.

Cove apartment stays are charged per night, inclusive of VAT. When booking online you'll see the total price for the rooms and number of nights you've requested.

There's no limit on how long you can stay - we'll have you for as long as you'll have us.

Our apartment rates are dynamic and subject to change depending on demand and availability. So if you find a price you're happy with, we recommend booking it as soon as possible, as the price may increase. Note that our busiest times differ depending on the property and location, but apartments are likely to book up quickly over holiday and festival periods. For the best deal, we recommend booking as far in advance as possible (and if you book a flexible rate, you can cancel free of charge).

MY BOOKING

Our cancellation and amendment terms vary depending on type of booking and rate booked. 

Non-refundable bookings cannot be cancelled. If you've booked on a Flexible rate, stays can be cancelled or amended free of charge up to 24 hours before your stay. If you booked directly, to cancel or amend your booking please send a request to [email protected]

If you made your booking via a third party or online travel agency (OTA) and need to cancel or amend your stay, please contact them directly. In this case, the host cancellation policy will apply. Check our booking T&Cs for the nitty gritty, and refer to the rate terms when booking your stay.

Payment terms vary depending on the rate booked, so please check the rate terms when making your booking.

Pay Now rates: Full payment will be taken at the time of booking. 

Pay on Arrival rates: Payment will be taken by credit or debit card when you check-in. All reservations must be guaranteed with a credit or debit card at the time of booking, and a 1% pre-authorisation fee will be charged. Please bring the card used to make the booking with you on arrival. If that is not possible, please update your payment method in the 'Mews Portal' or contact us via [email protected] in advance of your stay.

CHECK-IN & CHECK-OUT

Our standard check-in time is 4pm at all Cove properties. You'll receive details of how to check-in before you stay. If there's no reception on-site, you'll also be send an access code for your apartment via email a few days before you arrive.

If you've booked an early check in (available for an additional fee at select properties, subject to availability), you can collect your keys from 2pm.

Our standard check-out time is 11am at all of our Cove properties. We offer a contactless check-out service, so feel free to leave at any time before this.

If you've booked a late check out (available for an additional fee at select properties, subject to availability), you can stay with us up until 1pm.

Each of our Cove serviced apartments has a slighly different check-out procedure- see below if you're unsure how to check-out. Make sure you drop off your keys before your check-out time.

London

Cove - Arne Street, Covent Garden: Please leave your keys inside the key returns box found in the ground floor hallway when checking out of the property.

Cove - St Martin's, Covent Garden: Please leave the your keys in your apartment when checking out of the property.

Cove - Cannon Street, The City: Cannon Street has a 24 hour reception, so just drop off your keys at the front desk when checking out.

Cove - Landmark Pinnacle, Canary Wharf: Landmark Pinnacle has a 24 hour reception, so just drop your keys at the front desk when checking out.

Liverpool

Cove - Paradise Street, Liverpool ONE: Paradise Street has a 24 hour reception, so just drop off your keys at the front desk when checking out.

Bristol

Cove - West India House, Harbourside: When checking out of the property, please leave your keys in the returns box. This is located next to the key safe in the lobby.

Reading

Cove - Castle Crescent, Coley: When checking out of the property, please leave your keys in the returns box. Boxes can be found by the 'exit' door in each building.

Manchester

Cove - Minshull Street, Piccadilly: Standard check-out time is at 11am. When checking out please leave your keys with Reception before by 11am.

When you arrive, please make sure you bring these:

  • Your confirmation email
  • Official Photo ID*
  • Payment card or method used for booking

It is also possible to check-in online before you arrive, but please still bring these with you, as they may be required in case of any issues with your booking.

*Please note, only government-issued photo ID is accepted, such as a passport or driving licence. Other forms of ID such as student ID, employer IDs and payment cards are not accepted.

If there is an reception on-site, we'll be happy to store luggage for you if you happen to be arriving earlier than your check-in time, or need somewhere to keep your bags on check-out day. Properties with receptions include:

  • Cove - Cannon Street, The City, London
  • Cove - Landmark Pinnacle, Canary Wharf, London
  • Cove - Paradise Street, Liverpool ONE, Liverpool
  • Cove - Minshull Street, Piccadilly, Manchester

Some of our locations don't have a reception - so unfortunately we're unable to store bags for you if you arrive early. These properties include: 

  • Cove - Arne Street, Covent Garden, London
  • Cove - St Martin's, Covent Garden, London
  • Cove - West India House, Harbourside, Bristol
  • Cove - Castle Crescent, Coley, Reading

We aren’t able to offer airport pick-up or shuttle transfers, unless this has been pre-agreed as part of a company or group agreement.

PROPERTY INFORMATION

Yes, children are allowed to stay, but they must be accompanied by a parent or guardian who is over 18. For children two or under cots are available free of charge - if you require one, please note as a special request when making a reservation.

Most of our Cove apartments are dog friendly, subject to an additional fee. You'll need to let us know that you're bringing a pet in advance. We'll also ask you to complete a disclaimer form outlining our pet policy at check-in.

Dog friendly locations:

  • Cove - Cannon Street, The City, London
  • Cove - Landmark Pinnacle, Canary Wharf, London
  • Cove - Paradise Street, Liverpool ONE, Liverpool
  • Cove - Minshull Street, Piccadilly, Manchester
  • Cove - West India House, Harbourside, Bristol
  • Cove - Castle Crescent, Coley, Reading

However, by law we're unable to accept pets at the following serviced apartments:

  • Cove - Arne Street, Covent Garden, London
  • Cove - St Martin's, Covent Garden, London

Hoping to bring a different kind of pet? We can't promise anything, but if you're going to be living with us for a while, get in touch with your request and we'll see what we can do. To enquire about a pet stay for you and your furry friend and for the finer details, drop us a note on [email protected]

Yes. Your apartment is your home, and your friends are our friends. But when it comes to staying the night, our rooms have a set capacity. That means no more than two people sleeping in each double bed, no more than two people in each sofa bed, and no visitors after 11pm or before 8am.

London

Cove - Arne Street, Covent Garden: From Covent Garden Underground Station walk east along Long Acre and take the second left along Arne Street.

Cove - Cannon Street, The City: From Mansion House Underground Station, proceed 1 min east along Cannon Street. 

Cove - St Martin's, Covent Garden: From Covent Garden Underground Station walk south west along Long Acre and take the third right onto Slingsby Place then walk to the end of the road.

Cove - Landmark Pinnacle, Canary Wharf: Exit Canary Wharf underground station turning right onto Upper Bank St towards Bank St, continue straight onto Bank St and follow towards South Quay Footbridge, cross the footbridge and turn right onto South Quay walk and right again at Marsh Wall, turn left and you should see Landmark Pinnacle.

Bristol

Cove - West India House, Harbourside: From Bristol Temple Meads take the 91 bus to Bristol Bridge stop and walk across Bristol Bridge.

Manchester

Cove - Minshull Street, Piccadilly: From Manchester Piccadilly Station take the Blue Line tram to Piccadilly gardens, turn right onto Portland street and take the first left onto Minshull Street.

Reading

Cove - Castle Crescent, Coley: From Reading Station, walk to Blagrave Street (bus Stop EK) and take 26 yellow bus to Russell Street. Walk along Bath road to Coley Avenue, and take a left along Castle Crescent.

All Cove apartments get refreshed once every week as standard. At the moment we've paused our regular weekly cleans so you can have your own space, but you can request a ‘no-contact clean’ and pick up fresh linen and Ecolab cleaning products at the front desk.

If you require more frequent housekeeping, you can request this for an extra fee – please contact one of our team on reception at the property to arrange.

No - Unfortunately none of our Cove properties have on-site food and beverage options. However, if you ask one of the team they can recommend you some great brunch, lunch and dinner spots nearby.

Some of our properties have on-site car parking, but some don't. Here's a breakdown:

London

Cove - Landmark Pinnacle, Canary Wharf
Although Landmark Pinnacle does not have its own parking, there are a number of paid car parks around the property. Just Park at West Ferry Circus is 0.4 miles, 8 mins’ walk away. Visit the Just Park website here for more information.

Cove - Arne Street, Covent Garden
Cove - Arne Street does not have its own parking, but there are a number of paid NCP Car Parks around the property. NCP Covent Garden is a short 0.2 miles, 3 mins’ walk away. Click here for more information.

Cove - Cannon Street, The City
Cove - Cannon Street does not have its own parking spaces, but there are a number of paid NCP Car Parks around the property. NCP London Barbican is only 0.6 miles, 12 mins’ walk away. Click here for more information.

Cove - St Martin's, Covent Garden
Cove - St Martin's does not have on-site parking. However, Q-Park Covent Garden (Q-Park Covent Garden, 34-35 Bedfordbury, Charing Cross, London WC2N 4DU) is located only a short walk away.

Liverpool

Cove - Paradise Street, Liverpool ONE
Cove - Paradise Street offers on-site, underground car parking for £15/day, depending on availability. Please let us know at either the time of booking by contacting reception and they’ll be able to add this to your booking.

Bristol

Cove - West India House. Harbourside
Cove - West India House does not have on-site parking. However, NCP Car Park (Queen Charlotte St, Bristol BS1 4ES) is located only a short walk away.

Reading

Cove - Castle Crescent, Coley
Cove - Castle Crescent has limited on-site parking for £10 per night, which must be booked in advance and is subject to availability. Please be careful if you choose to use parking surrounding the property, as this is permit only.

Manchester

Cove - Minshull Street, Piccadilly
Cove - Minshull Street has on-site secure underground parking (max height 1.85m) at a charge of £15 per day. Due to limited space, you'll need to pre-book - please enquire by email: [email protected]. Alternatively, NCP Major Street car park is located opposite the property (M1 3ED). This is an open-air car park (max height 2.10m).

Each of our serviced apartments offer slighly different amenities, but in general, in each apartment you'll find: 

  • Fully equipped kitchen with a washer-dryer 
  • Pots, pans, plates, bowls, glasses and kitchen utensils
  • Smart TV
  • Separate bedrooms and living areas
  • Kitchen table or dedicated workspace 
  • Sofas for relaxing 
  • Superfast, privately-secured WiFi
  • Plenty of well-placed charging points 
  • High-spec bathroom with power shower
  • Wardrobe with ironing board, hairdryer and safe 

Many of our apartments also feature sofa beds (made up on request), so you'll be able to bring an extra guest or kid.

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