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Frequently Asked Questions



1. What are the Reception opening hours?


Monday -Saturday:  Reception is open from 9.30 am till 9 pm.


Sunday: Closed. However, if you have an apartment booked with us on a Sunday, please contact us direct prior to the day of your arrival and let us know what time you will be checking in so we can make arrangements for you to check in. Please call us on 0121 270 1915/ 0121 633 7733 or email to

If you booked an apartment on Sunday and arrive the same day, please call our Guests’ Services Helpline one hour before your arrival on 07505 486 688


2. What if I am arriving out of reception hours?


If you know that you will not be able to check-in before 9pm, please contact us direct as soon as you can and let us know about the approximate time of your arrival so we can make special arrangements. Please call us on 0121 270 1915/ 0121 633 7733 or email to


3. Do you have an express check-in available?


We do have express check-in however it is only available for our corporate and regular guests.


4. What is your cancellation policy?


We have a seven day cancellation policy, i.e. if you cancel any time up to seven days prior the arrival date, no charges will be incurred. If you cancel within seven days of the arrival date, you are still liable for the full cost of you stay.


5. What is the check-in and check-out time?


You can check-in any time between 3pm and 9pm.

Early check-in is available, charges apply:

Check-in 1pm: £20                 

Check-in 2pm: £10

In case if you need to check-in earlier than 1pm, please contact our Reception to find out if this is possible.


Check-out is before 11am on the day of departure. You may check out later, subject to availability and some charges apply:

Check-out 12pm: £10

Check-out 1pm: £20

Check-out 2pm: £30

Check-out 3pm: half the previous nights charge.

Check-out after 3pm: a full day charge at the room rate for this day.


6. Do you accept group bookings?


Yes, we do accept group bookings. For more details on rates and availability please call us on 0121 270 1915/ 0121 633 7733 or email to


7. Are visitors allowed?


No, generally visitors are not allowed in the apartments for the duration of your stay unless management has authorised your request to have guests.  If you will be having guests and wish to authorise this please email


8. Do you allow parties?


No, parties are strictly not allowed. We have corporate guests and families staying with us and therefore parting, extra noise, nuisance behaviour and such disturbance to guests is discouraged.


9.  Can I stay at Comfort Zone apartments if I am under 18 years old?


No, you cannot stay at Comfort Zone if you are under 18 years old.  Any one under the age of 18 must always be accompanied by a parent or guardian.


10. Do you have smoking rooms?


All our apartments are non-smoking. You can either smoke on balconies (subject to availability) or outside on the walkway where cigarette boxes are available.


11. Can I get an apartment with a balcony?


Most of our apartments come with balconies, however we cannot guarantee. If you really need a balcony please contact us before  making your booking.


12. Is there secure on-site parking available?


Yes, we do provide secure on-site parking. We charge just £10 per vehicle per nights at both Cutlass Court and Parkside. You can either pre-book your parking space prior to your arrival or can decide whether you need one upon check-in. Subject to availability.


13. Do you have disabled parking?


Yes we do have disabled parking bay.  We charge just £10 per vehicle per night. 


14. Can I park my car before I check-in?


Yes, you can park your car before you check-in. Just pop into our Reception for the parking permit and codes to access the car park.


15. Is there a lift available?


Yes, we do have a lift available to all four floors.


16. Are pets allowed in your apartments?


No, Unfortunately no pets are allowed in our apartments unless they are guide dogs.


17. Do your apartments have internet access?


Yes, complimentary Wi-Fi is available at both Cutlass Court and Parkside blocks of apartments. You will get the Wi-Fi codes upon your check-in.


18. Do your apartments accommodate people with disabilities?


Yes, apartments are suitable for guests with disabilities. We have an elevator to all floors; the doors are wide enough for the wheelchair users. However we do not have walk-in showers, only showers over the bath are available in all our apartments.


19. Do your bathrooms have a bath or a shower?


There is a shower over the bath is available in all our apartments.


20. Do you have apartments with walk-in shower?


No, we do not have walk-in shower in the apartments


21. Are towels provided?


Yes, towels are provided for a number of guests staying at Comfort Zone. You may request extra set of towels for additional £5 per set.


22. What is the pre-authorisation security deposit for?


We reserve the right to charge a security deposit upon our arrival. This is to cover damages or losses or overstays in the apartment or breaches of our terms and conditions. 


23. Can I pay a cash security deposit?


Yes, you can pay the security deposit by cash. Please bear in mind that the deposit will be returned back in to your bank account on the next business day after you check-out.


24. Does the security deposit come out of my account?


If you pay the deposit by credit card the money will remain frozen on your account. If you pay the deposit by debit card, this will make the funds unavailable to you, e.g  if you have £500 in your account and we pre-authorise £250 deposit on your arrival, this means that you will only have £250 available to spend.

Once we release the deposit on your departure, it can take up to five working days for the amount to re-appear in your account.


25. What happens if I do not have enough money for the security deposit upon my arrival?


We usually do not issue the apartment keys without the security deposit. However, if you do not have enough funds to cover the deposit amount, it would be at the Manager’s discretion to decide whether you will be able to check-in or not.


26. How do I get corporate rates? How often do I need to stay at Comfort Zone?


Corporate rates are determined on the basis of how many nights are guaranteed to be booked in any particular year.

Please feel free to fill in the form to get your own corporate rate. The Manager will get back to you with the detailed information. Please click here.


27. Can I get discounts if I stay at Comfort Zone more than two times?


The discounts are only available if we run any kind of promotion or when we have special offers at Comfort Zone.

If You stayed with us before and would like to make a reservation, You can get 10% discount on your first night stay if you leave your reviews on Google, Trip Advisor or if you like us on Facebook or if you follow us on Twitter. 


28. Can I pay for my stay before I check in?


Yes, you can pay for your reservation before your check-in. You can do so by BACS transfer. You can also visit our Reception and pay by cash in person, by debit or credit card.


29. Can I pay over the phone?


We do not accept payments over the phone unless you are our regular or corporate guest.


30. Can I stay at Comfort Zone for one/two/three months, etc? 


There’s no minimum stay at Comfort Zone Apartments. We try our best to accommodate your requests.  Please contact our reception for more details and availability, please contact us direct on 0121 270 1915 or 0121 633 7733