got a question?

below we have compiled a list of the most frequently asked questions we receive from our guests on a daily basis, along with the most up to date answers.we hope these answers can help you with your booking.

Do you have the same cancellation policy as booking.com?

Yes, we actually set the cancellation policy ourselves for booking.com for each of our properties.

 

Do you need to pay at the time of booking?

If you are booking well in advance then no. Some properties require a damages deposit when you book, however, this will be refunded on your departure.

If you are booking a last-minute getaway then payment will need to be processed when the booking is made

 

How do you collect your keys?

When you book, we will provide you with instructions on how to enter the apartment.

Keys are collected from a key box and the access code for the key box is not provided until the day of travel for security reasons.

 

How do I get in touch with Donnini out of hours, for example, if I arrive after 5 pm?

We have a twenty-four-hour, 7 days per week friendly concierge service. This means you can call donnini at any time for assistance.

Our number, 03300 130 882, is on all your documentation and our website.

 

Is there parking at your properties?

Most of the properties do have a private car park or some sort of allocated space. Alternatively, some of our properties have on-street parking.

Please get in touch with our Guest relations on 03300 130 882, or have a read over your property instructions, to find out more.

 

Where do I get the WIFI details in the apartment?

All wifi details for each property are on the morning of stay e-mails and SMS, along with your key box code.

The Apartment Guidelines Sheet that is located in the apartment also provides the wifi details.

 

Do you get any cleans during a stay?

You do not get any during stay cleans. You may pay an extra fee to have your apartment cleaned whilst you stay with us, however, these are not included in the total price.

 

Is it cheaper to book direct?

Yes, it is cheaper to book direct. Our direct prices are 5% cheaper than OTA's (booking.com, AirBnB, Expedia etc).

Book direct today: stay.donnini.co.uk

 

How do I request an early check-in or late check-out?

Please get in touch with our Guest Relations team on 03300 130 882, they will be able to let you know if this can be granted and what the cost it will be.

 

Can I buy vouchers?

Yes, you are able to buy physical vouchers and also e-vouchers.

Purchase an e-voucher here.

 

Do you provide VAT receipts?

We can provide invoice and vat receipts, however, there is no vat included on short stays.

Please get in touch with our accounts team to find out more: [email protected]

 

Do you require an authority to work letter during a covid-19 lockdown?

Yes, this is absolutely essential.

We require some sort of confirmation, whether this is an e-mail or headed letter from your employer or a government letter.

 

What happens if I can’t travel due to covid-19?

If covid prevents you from travelling then we will give you a full refund or you may pick other dates to move your booking too free of charge.

get in touch with us - we look forward to hearing from you!

if you would like to speak to us about any of our properties or you have any further questions, please don’t hesitate to give us a live chat, call, email or even fill in the form below and we will get right back to you. we look forward to welcoming you to donnini apartments.

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