Frequently Asked Questions
At Marlex Apartments, we understand that planning your stay should be simple, transparent, and stress-free. That’s why we’ve compiled answers to the most common questions our guests ask — from booking and payments to apartment features, cleaning schedules, and guest policies.
Whether you’re traveling for business, leisure, or a long-term assignment, this page is your go-to guide for everything you need to know before and during your stay. If you can’t find what you’re looking for, our 24/7 support team is always just a message away — ready to assist you at every step.
Marlex Apartments is a rental company specializing in private and serviced apartments for both short and long-term stays.
Whether you’re traveling for leisure, with friends or family, for business group bookings, or relocating, we have accommodations to suit your needs. Our team is dedicated to ensuring you have a pleasant experience during your stay. With a UK-based customer service team available to assist you, we offer comfortable, modern, and stylishly furnished self-catering options that provide everything you need for a wonderful stay.
Booking our serviced apartment can be a great choice for several reasons:
Home-like Comfort: Our serviced apartments comes with a fully equipped kitchen, living area, and separate bedrooms, providing a more comfortable and homely environment compared to traditional hotel rooms.
Flexibility: They allow for longer stays, making them ideal for business trips, relocations, or vacations. You can cook your own meals, do laundry, and enjoy more space.
Cost-Effective: For longer stays, our serviced apartments can be more economical than hotels, especially when you factor in the ability to prepare meals and do laundry.
Amenities: Many of our serviced apartments offer hotel-like amenities such as housekeeping and some have concierge services, combining the best of both worlds.
Location: Our apartments are often located in residential areas, giving you a chance to experience the local culture and lifestyle more authentically and with great transport links.
Privacy: With more space and separate living areas, our serviced apartments provide greater privacy than a hotel room.
Overall, if you’re looking for a blend of comfort, convenience, and flexibility, our serviced apartment will be a perfect choice!
Choosing a serviced apartment over a hotel room can offer several advantages, especially for travelers seeking comfort, flexibility, and cost-effectiveness. Here’s why a serviced apartment might be the better choice:
Unlike a typical hotel room, serviced apartments provide more space, including separate living, dining, and sleeping areas. This makes them ideal for longer stays, families, or business travelers who need room to work and relax.
For extended stays, serviced apartments are generally more affordable than hotels. They often offer discounts for long-term bookings, making them a budget-friendly option compared to paying for nightly hotel rates.
Serviced apartments come with fully equipped kitchens, washing machines, and sometimes even office space. This allows guests to cook their own meals and do laundry, saving money on dining out and laundry services.
With a serviced apartment, you have the freedom to come and go as you please, entertain guests, and maintain a level of privacy that hotels may not provide. Housekeeping services are often more flexible, giving you control over your schedule.
The homely environment of a serviced apartment makes it easier to settle in, especially for long-term travelers, expatriates, or those on relocation assignments. You get the convenience of hotel services with the comfort of a home.
Families or groups traveling together can benefit from multiple bedrooms and shared living spaces, making the experience more social and cost-efficient compared to booking multiple hotel rooms.
Serviced apartments are often located in residential neighborhoods, providing a more local experience. You can explore the city at your own pace while avoiding the commercialized feel of tourist-heavy hotel districts.
If you value space, flexibility, privacy, and cost-effectiveness, a serviced apartment is a smarter choice over a hotel room—especially for extended stays or family travel. It offers the best of both worlds: hotel-like services with the comfort of a home.
In our serviced apartment, you can expect a variety of features that make your stay comfortable and convenient. Here are some common ones:
Fully Furnished: Our apartment comes with all necessary furniture, including a bed, sofa, dining table, and chairs.
Equipped Kitchen: You’ll find a kitchen with appliances like a refrigerator, stove, microwave, and often cookware and utensils, allowing you to prepare your own meals.
Housekeeping Services: All our serviced apartments offer regular housekeeping services to keep your space clean and tidy.
Laundry Facilities: All our apartments provide in-unit washing machines making it easy to do laundry during your stay.
Wi-Fi and Utilities: High-speed internet and utilities like water, electricity, and heating are typically included in the reservation amount.
Security: All our serviced apartments offer security for added safety.
Flexible Lease Terms: We also provide extended stay from short-term or long-term stays, making our apartments suitable for various travel needs.
These features make our serviced apartments a great option for those looking for a home-like experience while traveling.
Marlex Apartment House Rules vary depending on the property, but they typically cover key aspects like guest behaviour, maintenance, and safety. Here are some common rules:
All VISITORS must be disclosed at the time of the visit. Due to Health and Safety Fire Regulations, all NON-RESIDENT guests cannot stay beyond MIDNIGHT. Only the number of persons registered at the time of Check-in may occupy the apartment. Under no circumstances is multiple occupancy allowed. No animals are to be brought into the apartment at any time.
Yes we do! Please contact our very helpful sales team at marlexapartment@gmail.com for all of the details and booking assistance.
All of our apartments, in each location are equipped with high speed, wireless, broadband internet access.
Each and every one of our apartments is equipped with a washer and a dryer.
Yes, it is extremely safe. We use Stripe as our payment platform, and our booking form and our transaction pages are established over secure servers. Your information is encrypted as it passes between the browser and the server, ensuring safety and privacy. We proudly use SSL for encryption.
Search our wide variety of apartment options and choose your ideal apartment. Click the “Book this Apartment” button and arrive at the bookings form. Fill in the form, and click “Submit.” Once your request has been confirmed, you will be taken to an SSL secured payment page and your information
For personal bookings, you may use your debit card, credit card or cash. Your card will be charged upon confirmation of booking. For business and corporate accounts lasting longer than 8 weeks, discounted monthly rates and convenient payment plans are available. Following the industry standard, a security deposit will be required upon arrival. This covers any incidental costs generated during your stay.
A security deposit of £300 is required from all our guests reservations staying with us before check-in. This deposit covers any damage and extra or excessive cleaning fees. This will be collected via cash or bank transfer. Your security deposit will be refunded back in full on check-out, subject to an inspection of the property.
No. A credit card ensures fraud protection for you and is a guarantee of payment for our company.
When possible, we offer private viewings for those whose stays will be longer than 8 weeks. Feel free to peruse our testimonials as they serve as an ideal guide and general gauge for what to expect at each property.
Check in is 15:00 pm. Check with us the day before and the morning of check in as delays or early check ins do sometimes happen.
Each apartment has its own occupancy limit. Please refer to each property description for occupancy details
Your home away from home is deep cleaned before your arrival and then weekly after that. If you stay longer than 7 nights, your second deep clean is on the 8th day, then every 7 days thereafter. Additional cleaning services can be arranged for an extra fee.
Once confirmed, your booking can be amended and changed provided that there is compatible availability. Shortening or lengthening your stay or changing dwellings is possible, however certain fees may be incurred.
If your plans do change, you are welcome to cancel your reservation within the allotted cancellation time frame free of charge. Just let us know how we can help via email, making sure to include your booking number which is in your original confirmation email. Our friendly customer service specialists can also help you cancel your booking and adjust any monies that are either due or need refunding.
CANCELLATION POLICY
We offer a flexible cancellation policies that allows you to cancel your booking up to 14 days before your arrival without any penalty. For bookings cancelled less than 14 days prior to arrival, you will be liable for the full cost of the reservation. We require a full payment clearance before reservation check-in.
Non- Refundable Rates
Your card will be charged at check out when booking your reservation for any of our properties. Once the reservation is confirmed, it is non-cancellable and does not allow any changes / amendments and no refund will be offered for cancellations, no-shows, and early departures.
Late Check-Out
Late Check-out is subject to availability, and extra charges may apply. Please check with management before or on the day of departure.
Late Check-Out charges
From 12:00 to 15:00 — 50% of the daily rate you are paying
After 15:00 100% of the daily rate you are paying
CHECK-IN & CHECK-OUT TIMES
Check-in time is from 15:00
Check-Out time is by 11:00
Once your booking is confirmed, you’ll receive a detailed itinerary email with your reservation reference, check-in instructions, apartment address, and host contact number. You can easily forward this email to anyone joining your stay or share the key details directly with family, colleagues, or travel companions. For corporate bookings, we can also CC your PA or travel manager on all correspondence — just let us know at the time of booking.
Yes. We work with landlords who own quality apartments in central London and key surrounding boroughs. Book a free consultation call through our Property Management page and we’ll assess whether your property is a good fit. We only take on properties we can confidently deliver strong returns on.
We take full ownership of the day-to-day: professional photography, listing across channels (direct, Airbnb, Booking.com, Vrbo), guest screening, check-ins, cleaning, linen, maintenance coordination, and 24/7 guest communication. You receive a detailed monthly statement and a predictable payout while we handle everything else.
We operate on a revenue share model — there are no upfront listing fees. You only pay when your apartment earns. Exact percentages depend on the service level (full-service vs co-management) and are agreed during the onboarding consultation. Book a free call to get a tailored quote for your property.
Typical onboarding takes 5-10 business days from signed agreement: professional photography (1-2 days), listing setup across all channels (2-3 days), staging and welcome pack setup (1-2 days), and going live. Apartments in turn-key condition can sometimes launch faster.
All bookings include guest damage protection. Minor wear-and-tear is handled within our standard maintenance budget. For larger incidents, we claim through our insurance partner and keep you informed throughout. All expenses are itemised on your monthly statement — no hidden charges.
This depends on your borough and lease terms. We’ll assess the legal requirements during onboarding, including London’s 90-day rule (for Greater London short lets), any mortgage restrictions, and freeholder consent if applicable. We partner with legal advisors when situations get complex — full clarity before you sign.
Yes. We specialise in corporate serviced apartments for teams on projects, executives relocating, and contractors on assignments. We handle groups from 1 to 20+ apartments with flexible stay lengths from a few days to many months.
Head to our Corporate Apartments page and fill in the enquiry form with your dates, number of apartments, and any specific requirements (locations, workspace needs, etc.). We’ll send a tailored, VAT-inclusive quote within 24 hours.
Absolutely. For corporate clients, we provide direct invoicing, standard NET payment terms, and dedicated account management. Invoices include full VAT breakdown and are delivered straight to your finance or procurement team.
Yes. All corporate-ready apartments include a dedicated desk, ergonomic chair, high-speed wifi, video-call-ready lighting, and power setup for dual-screen work. Many include printer access and a quiet second room where needed. Ask us if you have specific requirements.
Yes. We regularly place teams across 4-10 adjacent apartments for project work. Our team coordinates everything — synchronised check-ins, consolidated invoicing, a single point of contact, and team-friendly extras like grocery packs on arrival.
For companies booking more than 3 stays per year, we assign a named account manager who knows your preferences and handles every future booking. For one-off corporate bookings, our corporate team provides priority support for the duration of the stay.
Our affiliate program lets content creators, bloggers, travel professionals, and anyone with a network earn commission by referring guests to Marlex. You get a unique referral link — whenever someone books after clicking it, you earn up to 6% commission on that stay.
You earn up to 6% commission on every confirmed booking made through your unique referral link. For example, a £1,000 one-week booking earns £60. A £5,000 month-long corporate booking earns £300. With higher booking volume, we offer enhanced commission tiers.
Our tracking cookie lasts 30 days. That means if someone clicks your referral link, browses, and decides to book within 30 days — you still get credit. Even if they book a different apartment from the one you linked to. Fair, simple, and affiliate-friendly.
Your commissions become available after the guest’s checkout date + a 2-day refund protection window. Payouts are processed monthly via bank transfer once your balance clears £50. Your affiliate dashboard shows every pending and paid commission in real time.
No. Our program is open to anyone — you don’t need 100K Instagram followers. Many of our best affiliates are micro-influencers, corporate professionals, or even guests who recommend us in their group chats. Apply via the Affiliate Program page.
Affiliates get access to a curated content kit: professional apartment photos, ready-made captions for Instagram/TikTok/blog, banner ads, and email swipe files. We update the kit every quarter so your content always feels fresh and on-brand.
A select number of our apartments are pet-friendly — usually small, well-behaved dogs and cats. A pet fee applies (typically £50-£100 per stay, depending on length). Please mention your pet at booking so we can confirm the apartment accepts them and prepare accordingly. Assistance/service animals are always welcome without extra charges.
Several of our apartments are in buildings with lift access and suitable for guests with reduced mobility or wheelchair users. Specific features (step-free entry, grab bars, wider doorways, roll-in showers) vary by apartment. Please contact us before booking with your specific needs and we’ll recommend the best match.
Our standard refund policy follows the cancellation terms you agree to at booking. Flexible rates allow full refund up to 7 days before check-in; standard rates up to 14 days. For non-refundable rates, we can sometimes offer credit for a future stay. In genuine emergencies (medical, bereavement), we do our best to find a fair resolution — just reach out.
Absolutely. We welcome guests from anywhere in the world. Our booking site accepts all major international credit and debit cards, and we process payments in GBP with transparent exchange info shown before checkout. For visa letters, invoices, or proof-of-accommodation documents, just email us — we usually turn these around within a few hours.
Yes. We work with trusted London transport partners and can arrange airport pickups from Heathrow, Gatwick, Stansted, or Luton at competitive rates. Concierge extras — grocery packs on arrival, flower bouquets, dinner reservations, child cots — can all be arranged with 48 hours’ notice.
Returning guests get special rates and perks, including priority booking on popular apartments, complimentary welcome packs, and early check-in/late checkout subject to availability. Just mention you’ve stayed before when booking, or sign up via our newsletter to get first access to special offers.
Extensions are absolutely possible, subject to apartment availability. Message us via WhatsApp or email at least 24 hours before your current checkout — we’ll check availability on your current apartment first, and if it’s already booked we’ll offer alternatives nearby. Long-stay discounted rates kick in when your cumulative stay crosses 7 and 28 nights.