Frequently Asked Questions
If you need to modify or cancel an upcoming reservation, please call us on 0115 970 1303, use the chat function in our guest communications app or email us on firstname.lastname@example.org. If your reservation was made through a third-party site, we ask that you contact them with your request.
Please contact us on 0115 970 1303 or alternatively, email us at email@example.com if you have any questions regarding bookings with OTA’s (Online Travel Agency).
Yes, we would be more than happy to make necessary arrangements that you would like. Please make requests at the time of booking and our team will be delighted to accommodate this, where possible. If you require something during your stay, let our team know and we will do our best to assist you. Contact us on +44(0)115 9701303 or firstname.lastname@example.org.
Our Pilcher Gate, Oxford Street and Huntingdon Street properties are in the heart of the city centre, within 3 minutes of all necessary shops (i.e. Tesco, Sainsburys) and restaurants.
Pelham house is only a short bus ride away from the city centre.
The Victoria Centre shopping centre is a short 5-minute walk away from our Pilcher Gate, Oxford Street and Huntingdon Street apartments. There you will find plenty of shops, pharmacies, and restaurants.
Pelham house is just outside of the city centre so you may prefer to drive or take a short bus ride should you need to reach Victoria Centre. If you need to do a grocery run, there is an ASDA supermarket about 15 minutes away, which also accept online orders.
We have a handful of restaurants and bars nearby our properties. These can be seen here.
For our Pilcher Gate and Huntingdon Street apartments, yes. Please make your parking arrangements prior to checking in. Pelham House provides free parking on site. For long-stay guests, parking arrangements can be made before your stay – please contact us on +44(0)115 9701303 or email@example.com to arrange this.
Luggage storage is usually available at Pilcher gate and can be purchased in advance – our guests can enjoy a 5% discount.
We currently do not have luggage storage for Huntingdon Street apartments or Pelham House. However, if you are arriving early or would like to check out late and would like to leave your luggage in our city centre basement office at 16 pilcher Gate, you can arrange for this. Please call us on 0115 970 1303, use the chat function in our guest communications app or send us an email on firstname.lastname@example.org if you need to arrange luggage storage.
Yes. In our Pilcher Gate apartments, we do have free to use washing machines and tumble dryers. These will be on the first-floor landing on the rear stairs of the building. Pelham House, Oxford Street and Huntingdon Street apartments have washing machines included.
Did you know that 90% of our guests turn out the lights and put the heating down before they leave their apartments?
At Lace Market Apartments, we like you, are very concerned about climate change and the world the children will inherit. To do our part, we have taken measures to lessen waste. We have added refillable soap dispensers, replaced light bulbs with LED when needed and ensured that we have one rubbish collection per week rather than daily. Long term guests have weekly cleans as opposed to daily changes. We believe that every little helps and hope that all these small efforts will make a difference to our children and the beautiful world they will inherit from each of us.
Strictly NO SMOKING in all apartments (Pilcher Gate, Oxford Street, Huntingdon Street and Pelham House). If you’d like to smoke, please do so outside. Any guests smoking (any substance), using candles, or cooking on open camping stoves in any part of the building will forfeit their security deposit and be asked to leave immediately with no refund.
Strictly no pets allowed.
You will be provided the code to the front door, please look at your ‘check in instructions’ section on the guest communications app. If you have forgotten it, we ask that you please have a look there first before calling us on 0115 970 1303.
All our rooms are self check in apartments. You will be given the codes for your key box on the day of your arrival.
Our usual check-in times are from 3pm (15:00) onwards. If you would like to check in earlier, please get in touch with us on 0115 934 6230, on our guest communications app or via email@example.com. Please note that we do charge for early check ins. Contact us for more details.
Unless you have booked for a late check-out, our usual check-out times are 10am (10:00) or before. If you do require a late check-out, please feel free to contact us on our guest communications app or give us a ring on 0115 934 6230.
Cleaning is an additional service; it will cost £20 per clean and refresh. If you would like your apartment refreshed, please get in touch via the chat function of our guest communications app. Alternatively, please call our line 0115 934 6230 and we can organise a clean for you.
We do offer free mid-stay cleans, for those staying with us longer than a week. This includes vacuuming throughout your apartment, clean fresh towels and your bed made with clean freshly pressed bed linen. This service is provided after the first week of your stay.
We do not provide daily apartment cleans due to us being a serviced accommodation provider and not a hotel, this keeps our rates competitive and helps our beautiful planet in many ways.
Instructions will be provided for you on the web guest communications app, you will need to use this during your stay with us.
The fire alarm will be tested every Tuesday at 11am (11:00). If you hear the alarm sound outside of this time, please vacate the building by your nearest ‘Emergency Escape Route’ – this is shown on the inside of your apartment door. Please do not stop to collect personal belongings. Once outside, please call 999 and ask for the Fire Service.
Luggage storage is usually available at Pilcher Gate and can be purchased in advance – our guests get 5% discount on this service.
We currently do not have luggage storage for Huntingdon Street apartments or Pelham House. However, if you are arriving early or would like to check out late and would like to leave your luggage in our city centre basement office at 16 Pilcher Gate, you can arrange for this. If you need to arrange luggage storage, please call us on 0115 970 1303, use the chat function in our guest communications app or send us an email on firstname.lastname@example.org.
Your rooms will have a designated kitchen area with a microwave oven, toaster, kettle, refrigerator and all crockery and cutlery. You will also have access to a communal kitchen if required.
We are more than happy to help if you have any queries or reasonable requests. For quicker responses, please contact us via our guest communications app or on our line 0115 970 1303.
After your departure
Your security deposit is taken through an automated system and is held for 3 days after you check out. We don’t touch this money; it is held in an ‘in between’ stage. The reason for this is in case of a claim by us, due to damage or theft from the apartments. After this time, we have no access to your deposit money.
What happens if there is no claim?
This type of transaction is known as a ‘reversal’ and you, the customer, won’t see a refund credit on your statement. Instead, you will just see the original authorisation drop off your statement entirely after a few days. Usually within 7 days of departure. There will be no payment and no refund. It will appear as if the whole transaction never happened. If you require further proof, please talk to your bank or card issuer in the first instance as they will be able to confirm the above to you. If after speaking to your bank, you need any further information, please call us on 0115 934 6230 or use the chat function on our guest communications app.
Items will be held for 14 days from departure, then disposed of if unclaimed. If you have left an item of clothing, a phone adapter, jewellery, or something else in one of our apartments, please get in touch with us as soon as possible to arrange for it to be sent back to you at your cost. Please call on 0115 970 1303, use the chat function in our guest communications app or email us on email@example.com.
We hope you have enjoyed your stay and would love to hear about it. We invite our guests to leave a review on Google, Booking.com and TripAdvisor.
Still Have Questions?
Not to worry, we are more than happy to answer any further enquiries you may have. Please fill in the form below or call now to find out more about our long term and short term serviced apartments in Nottingham.