Frequently asked questions
Please be advised all payments paid are non-refundable and non-transferable. We do not offer any apartment downgrades if any members of your party decrease. All accommodation is at a set rate and rates cannot be lowered under any circumstances.
Please note all bookings are required to provide a security deposit against damages and breaches of T’s and C’s.
This payment must be made by the lead booker staying in the apartment.
The deposit is between £200- £1000 depending on the size of your apartment.
You can processed your security deposit up to 48 hours before your arrival by calling the team on 0151 305 2442.
This is processed by credit or debit card only.
The deposit covers against, but not limited to; smoking, theft, damages, loss of keys, breaches in T’s and C’s, disruption to other guests, misconduct, illegal activity including drug use and over occupancy due to addition of non-paying/registered guests / failure to comply with COVID-19 overnight stay law.
The deposit is not debited from your account, it is just frozen as a pending transaction.
On inspection of the property after check-out, if any of the outline reasons are found to have impacted your security deposit you will be notified of these reasons and the amount of the deposit retained to cover the breaches.
Once the deposit is released, it will appear back into the account between 3 – 10 working days after check-out.
Please be advised we have the right to take a further payment if the cost of damages/compensation is more than the deposit paid.
Check in is from 3:30pm and check out is at 11am. Currently due to government guidelines Prestige are operating a self-service check in and check out. Your check-in instructions will be sent by email on the day of arrival between 2pm – 3:30pm once payments, preauthorisation, guest registration and ID has been received.
A member of the team will be in touch prior to arrival to arrange all the necessary details to ensure a smooth self-check-in. Check-in time is from 3:30pm and check-out is by 11am. A late check out is available from £10 per additional hour and must be scheduled with the reservations team before your date of stay. If you have any early arrival requests, please discuss with reservations prior to arrival.
We have partnered with award winning car park operator Q-Park to provide a 25% discount on parking to our customers at their Dale Street car park. Either collect a discount voucher from the Prestige reception or pre-book online using the promo code that will be on the confirmation email of your stay with us. Click here for more information about the car park (link is https://www.q-park.co.uk/en-gb/cities/liverpool/dale-street/)
We have partnered with award winning car park operator Q-Park to provide a 25% discount on parking to our customers at their Hanover Street car park. Either collect a discount voucher from the Prestige reception or pre-book online using the promo code that will be on the confirmation email of your stay with us. Click here for more information about the car park (link is https://www.q-park.co.uk/en-gb/cities/liverpool/hanover-street/)
We do not have a car park onsite at any of our properties, however we can recommend some city central ones for our guests to choose from upon request.
We have electronic keys for the apartments which are in lock boxes outside your apartment door, a code will be provided to the lock box on the day of check-in.
Lost keys will be charged at £50. If an out of hours staff member is required for lost keys, further charges will incur.
Our apartments are strictly non-smoking. Any guests found to be smoking, or any evidence of smoking, in the apartments will result in the security deposit being retained. We do not tolerate any kind of illegal activity, including the use of drugs and other substances on our property.
This also includes the use of Nitrous Oxide canisters; these are illegal under the Psychoactive Substance Act of 2016. If we find any indication of this kind of activity you will be removed from the premises. The full security deposit will be retained, and the police will be contacted.