Question 1

Deposit

Accepted Answer

How long does it take for my deposit to reflect in my account after processing?
Answer: Deposits typically take 5 to 10 working days after processing to appear in your account.

When will I receive a refund for my deposit after my stay?
Answer: Refunds for deposits are processed on the next working day following your stay. However, please note that the refund is contingent upon the condition of the property upon your departure.

Question 2

Where can I find the WIFI password?

Accepted Answer

Answer: Within your apartment, you'll find the WIFI password displayed on a poster inside a frame on the window sill.

Additional Information:
If you're unable to locate the WIFI password there, you can also find it on a sticker attached to the black router in the utility cupboard, typically where the washing machine is located.

Question 3

Hot Tubs Location

Accepted Answer

Where can I find the hot tubs?
Answer: The hot tubs are located on the 7th floor of our building. To access them, simply proceed down the left-hand corridor, which leads towards the roof terrace.

Additional Information:
If you need assistance locating the hot tub area, we've prepared an educational video to help guide you through the process. This video provides step-by-step instructions to ensure you find the hot tubs with ease.
https://youtu.be/1nx2KkPz584

Question 4

Door Locking and Unlocking

Accepted Answer

How do I lock and unlock the door?

Answer: To lock and unlock the door to your hotel room, follow these steps:

1. Download the Luckey app and select your hotel room from the displayed options on your smartphone.
2. Wait until the door knob indicator on the app turns green.
3. Turn the knob clockwise to open the door. To lock the door, turn the knob in the opposite direction.

Additional Information:
For a visual demonstration of the process, please watch our educational video:

https://youtu.be/sPV0Vs7KUQI

This video provides detailed instructions to help you easily navigate the door locking and unlocking procedure.

Question 5

Where can I find the iron?

Accepted Answer

Where can I find the iron?
Answer: The iron is conveniently located in the utility cupboard, positioned above the washing machine.

Additional Information:
For easy access, simply check the utility cupboard above the washing machine to locate the iron during your stay.

Question 6

Towels

Accepted Answer

Where can I obtain additional towels?

Answer: Additional towels are available from the Short Stay Cupboard. To access it, follow these steps:

1. Enter the door labeled 'stairwell'.
2. Ascend one flight of stairs.
3. The door directly in front of you is the Short Stay Cupboard.

Additional Information:
The access code to enter the Short Stay Cupboard is 290Z. Simply input this code to retrieve extra towels as needed during your stay.

Question 7

Adding Multiple Guests to Luckey

Accepted Answer

Can more than one person use the Luckey app?

Answer: Yes, multiple guests staying at the property can use the Luckey app. To do so, please provide the email addresses of all guests to our team, and we will add them to the app.

Additional Information:
To ensure that all guests have access to the features and benefits of the Luckey app, it's essential to provide the email addresses of all individuals staying at the property. Once added, each guest will be able to enjoy the convenience and functionality offered by the app during their stay.

Question 8

Things to Do in Liverpool

Accepted Answer

What activities are available in Liverpool?

Answer: Liverpool offers a wide range of activities and attractions to explore.
For suggestions on things to do and information about events happening in the city, we recommend visiting the Visit Liverpool website.

Additional Information:
The Visit Liverpool website is a comprehensive resource that provides recommendations for activities, attractions, and events suitable for all interests and preferences. Whether you're interested in cultural experiences, historical sites, or entertainment options, you'll find plenty of ideas to make the most of your time in Liverpool.

Question 9

Getting to Specific Locations

Accepted Answer

How can I find directions to reach locations x, y, or z?

Answer: For accurate directions and information about available transport options to reach specific locations, we recommend using online maps such as Google Maps, Apple Maps, or other similar navigation tools.

Additional Information:
Online maps offer detailed route planning and real-time updates on transportation options, ensuring you can easily navigate your way to your desired destinations. Simply enter the address or name of the location you wish to visit into the map application of your choice to access reliable directions tailored to your preferences.

Question 10

Taxi Service

Accepted Answer

Do you provide taxi services?

Answer: We do not have taxis directly associated with our company. However, you can easily book Uber rides or traditional taxis online or by contacting:

0151 722 8888.

Additional Information:
For your convenience, various taxi services are available in the area to assist with your transportation needs. Whether you prefer to use a ride-sharing app like Uber or prefer to book a traditional taxi by phone, you have multiple options to choose from to ensure a smooth and comfortable journey to your destination.

Question 11

Self Check-In

Accepted Answer

Can I check in myself?

Answer: Yes, you can! When our staff is available on site (Monday to Friday from 9:00 AM to 7:00 PM, and Saturday from 10:00 AM to 4:00 PM), they can assist you with the check-in process.

However, if you arrive outside of these hours, don't worry! Our system is designed to allow for self check-in at any time, providing you with flexibility and convenience.

Additional Information:
We encourage self check-in for your convenience, especially during times when our staff may not be available. Upon booking confirmation, you'll receive detailed instructions on how to access your accommodation independently, ensuring a seamless experience regardless of your arrival time.

Question 12

Locks Not Showing on Luckey

Accepted Answer

What should I do if locks are not showing on the Luckey app?

Answer: Ensure that Bluetooth is turned on your device. Sometimes, this simple step can resolve the issue.

Question 13

Location of the Building

Accepted Answer

Where is the building located?

Answer: Our building is situated in central Liverpool. You can find us at [Red Cross Street Central Liverpool L2 7ZH].

For detailed directions on how to find us, we recommend watching our instructional video. (https://www.youtube.com/shorts/gjzy-geb-SE)

Additional Information:
To ensure you locate our building with ease, we've created a helpful video guide t(https://www.youtube.com/shorts/gjzy-geb-SE)hat provides step-by-step instructions on how to reach us from various starting points in the area. Simply watch the video for clear guidance on finding our location in central Liverpool.

Question 14

Why IDs are Required

Accepted Answer

Why do you need IDs?

Answer: IDs are required for health and safety purposes. This measure ensures that in the event of emergencies, we have a record of who is present in the building at all times.

Additional Information:
Maintaining accurate records of individuals within the building enhances our ability to respond effectively to any emergency situations that may arise. Your cooperation in providing identification helps to ensure the safety and security of all occupants within our premises.

Question 15

Why is a deposit required?

Accepted Answer

Why is a deposit required?

Answer: We require a deposit to cover any damages that may occur within the property during your stay.

Additional Information:
The deposit serves as a precautionary measure to protect the property and its belongings. It allows us to address any unforeseen damages promptly and ensures that the property remains in excellent condition for all guests. Rest assured, the deposit will be refunded to you upon inspection of the property after your stay, provided no damages have occurred.

Question 16

Drinks in Hot Tubs

Accepted Answer

Can I bring drinks into the hot tubs or onto the roof terrace?

Answer: No, we kindly ask that you refrain from bringing any food or drinks, including glass containers, into the hot tubs or onto the roof terrace.

Additional Information:
To maintain a clean and safe environment for all guests and to prevent accidents or damage, we have implemented this policy regarding food and drinks in the hot tub areas and on the roof terrace. Your cooperation in adhering to this policy is greatly appreciated.

Question 17

Is the apartment suitable for children?

Accepted Answer

Is the apartment suitable for children?

Answer: Yes, the apartment is child-friendly, and we provide a cot for your convenience. However, please note that we do not have high chairs or other child-specific furniture within the apartment.

Additional Information:
While we strive to accommodate families with children, our inventory of child-specific furniture is limited. We recommend bringing any additional items you may need for your child's comfort during your stay. If you have any specific requirements or questions regarding child-friendly amenities, please feel free to contact us for assistance.

Question 18

Parking

Accepted Answer

Is parking available?

Answer: Yes, parking is available conveniently right outside the building for £25. Alternatively, we offer a discounted rate of £15 at Q Park, but this is only applicable if booked through us.

Additional Information:
To benefit from the discounted rate at Q Park, it is essential to book through us. If guests choose to park directly at Q Park without booking through us, they will be charged a higher fee. We encourage guests to take advantage of this offer to ensure a more economical parking option during their stay. Please note that parking fees may vary and are subject to availability.

Question 19

Bag Drop

Accepted Answer

Is there a bag drop service available?

Answer: Unfortunately, we do not have a bag drop service on-site. However, there are several external companies that provide storage solutions for your convenience. We recommend utilising services such as Radical Storage, located at Lime Street Station, to store your bags until check-in or after check-out.

Additional Information:
While we do not offer a bag drop service directly, we understand the importance of secure luggage storage for our guests. Radical Storage and similar companies provide reliable solutions to ensure your belongings are safely stored while you explore the area or wait for your accommodation. Please contact these companies directly for more information on their services and rates.

Question 20

Check-In

Accepted Answer

What are the check-in and check-out times?

Answer: Check-in time is at 14:00. However, early check-in is available for an additional fee of £15, subject to availability.

Additional Information:
We understand that sometimes you may need to check in earlier or later than the standard times. While we aim to accommodate such requests, please note that early check-in and late check-out are subject to availability and must be arranged in advance.

Question 21

Check-out

Accepted Answer

What time is Check-out?

Answer: Check-out time is at 10:00am. If you require a later check-out time, late check-out is available for an additional fee of £15, subject to availability.

Additional Information:
To enjoy the flexibility of a later check-out time, please inform us in advance so we can make the necessary arrangements based on availability. We strive to accommodate your needs to ensure a comfortable and convenient stay.

Question 22

Laundry Service

Accepted Answer

Is there a laundry service available?

Answer: Yes, there is a washer/dryer conveniently located in the utility cupboard for your use during your stay.

Additional Information:
While we do not offer a dedicated laundry service, guests have access to the washer/dryer in the utility cupboard to take care of their laundry needs. Additionally, if you require laundry service, please provide your preferences, and once we have a laundry service on file, we can offer it to you as an additional amenity.

Question 23

Sofa Bed

Accepted Answer

Is there a sofa bed available in the accommodation?

Answer: No, there is not.

Additional Information:
The accommodation does not feature a sofa bed. If you require additional sleeping arrangements beyond the existing bed(s), please contact us to discuss alternative options that may be available to accommodate your needs.

Question 24

Pet Policy

Accepted Answer

Is the accommodation pet-friendly?

Answer: No, it is not. However, we do allow service dogs. Please note that we require all necessary paperwork for a service dog.

Additional Information:
While we welcome service dogs to ensure the comfort and accessibility of all our guests, we do not permit other pets in the accommodation. If you plan to bring a service dog, please ensure you have the required documentation available upon arrival to facilitate a smooth check-in process.

Question 25

Accessible Spaces

Accepted Answer

What spaces can I use during my stay?

Answer: During your stay, you have access to the entire apartment, including the gym and hot tubs. Please do not use the other facilities these are reserved for our residential residents only.

Additional Information:
Enjoy the comfort and convenience of your own private space in the apartment, as well as the opportunity to relax and unwind in the gym and hot tub areas. These amenities are available for your enjoyment throughout your stay.

Question 26

Extending Your Stay

Accepted Answer

Can I extend my stay?

Answer: Yes, you can extend your stay, subject to availability. Extensions can be arranged through our booking portal or website.

Additional Information:
If you wish to prolong your visit, we'll do our best to accommodate your request based on availability. Simply log in to our booking portal or visit our website to check availability and arrange for an extension of your stay.

Question 27

Cancellation Fee

Accepted Answer

What is the cancellation fee policy?

Answer: Cancellations made within 48 hours of the reservation result in a 50% charge of the full price. Cancellations made within 24 hours of the reservation result in a 100% charge of the full price.

Additional Information:
Please be mindful of our cancellation policy when making reservations. We understand that unforeseen circumstances may arise, but cancellations within the specified timeframes incur fees to compensate for the reserved space.

Question 28

Smoking Policy

Accepted Answer

Smoking Policy

Answer: Smoking is permitted only in the designated smoking area located in the car park directly outside the building. Smoking inside the apartments is strictly prohibited.

Additional Information:
To maintain a healthy and comfortable environment for all guests, we kindly request that smoking be confined to the designated area outside the building. Your cooperation in adhering to our smoking policy is greatly appreciated.

Question 29

Is the tap water drinkable?

Accepted Answer

Is the tap water drinkable?

Answer: Yes, the tap water is drinkable. Additionally, we provide bottles of water in the fridge for your convenience.

Additional Information:
While the tap water is safe for consumption, we understand that some guests prefer bottled water. Complimentary bottles of water are stocked in the fridge to ensure you stay hydrated during your stay.

Question 30

Electric/Water Bills

Accepted Answer

Are guests responsible for electric and water bills?

Answer: No, guests are not liable for these bills.

Additional Information:
As part of our accommodation service, electric and water bills are included in your stay. You can enjoy your time without worrying about additional utility expenses during your visit.

Question 31

Swimming in the Docks

Accepted Answer

Can guests swim in the water around the Docks?

Answer: No, we do not advise guests to attempt such.

Additional Information:
For safety reasons, we strongly discourage guests from swimming in the river. The currents and conditions may pose significant risks to swimmers. We prioritize the safety and well-being of our guests and recommend enjoying alternative water activities in safer environments.

Question 32

Safety Precautions

Accepted Answer

Are there any dangers to be aware of in the city?

Answer: Every city has its risks. We advise guests to exercise caution and remain aware of their surroundings at all times. It's important to avoid risky behaviors and exercise common sense to ensure your safety. Remember, stay vigilant and don't take unnecessary risks.

Additional Information:
While exploring the city, it's essential to prioritize your safety. Stay alert, trust your instincts, and avoid potentially dangerous situations. By being mindful of your surroundings and making responsible decisions, you can minimize risks and enjoy your time in the city safely.

Question 33

Nearby Restaurants

Accepted Answer

Are there any restaurants nearby?

Answer: Yes, there are many restaurants in the L1 area, including Las Iguanas, GBK, All Bar One, and various pubs. For a comprehensive list and reviews, we recommend using Google.

Additional Information:
Explore the vibrant culinary scene in the L1 area, where you'll find a diverse selection of dining options to suit every palate. From casual eateries to upscale dining establishments, there's something for everyone within walking distance of our location. Use Google to discover nearby restaurants, read reviews, and plan your dining experiences during your stay.

Question 34

Disability Access

Accepted Answer

Is there step-free access available?

Answer: Yes, we provide step-free access for certain accommodations:

• CEDAR and LAPIS: These accommodations offer step-free access from the hotel entrance. However, the gym and hot tubs are not accessible from these units.
 • FAWN, MOSS, CLAY: These accommodations offer step-free access from the James Street entrance. Additionally, the gym and hot tubs are accessible from these units.

Additional Information:
We strive to accommodate guests with disabilities to ensure a comfortable stay. Please select accommodations based on your accessibility needs, and feel free to contact us for further assistance or inquiries regarding accessibility features.

Question 35

Who do I contact for out-of-hours emergencies?

Accepted Answer

For urgent maintenance outside normal office hours, please contact CityGroup, our 24-hour emergency provider.

When to call:
 • Mon: 5pm – 9am
 • Tue–Thur: 7pm – 9am
 • Sat: After 2pm
 • Sun & Public Holidays: 24 hours

CityGroup 24hr Emergency: 0800 978 8322

Please include your name, contact number, property address, apartment number, and a short description of the issue (with photos if safe).

For life-threatening emergencies, call 999 immediately.

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