Guides · Basics
How do serviced apartments work? The full process, end to end
Published 6 June 2026 · By Ali Hassan, Direct Bookings Lead · 6 min read
TL;DR
You browse the catalogue, WhatsApp the dates, get a shortlist back in 15 minutes, pay via Stripe, receive the smart-lock code, walk in whenever you land, live in the flat, and leave the keys on the table. The whole arc takes about an hour of your time across the whole stay — most of it on the first day.
The six-step flow
- 1
Browse the catalogue
Pick a neighbourhood, a bedroom count, and a date range. Most operators list a from-rate per night; the firm number comes back once you share dates because pricing flexes with demand. At Staylio you can browse 40+ apartments across 7 Central London areas without signing in.
- 2
Enquire — WhatsApp, email, or form
Send your dates, area shortlist, party size, and any specifics (cot, parking, ground floor). Reply usually within 15 minutes during UK hours. We send a shortlist of 2-3 units with photos and the direct rate — not a price-comparison engine result, an actual unit-by-unit answer.
- 3
Confirm and pay via Stripe
Once you pick a unit, we send a Stripe payment link. Card or Apple/Google Pay. The deposit/full-payment split depends on stay length: short stays usually full payment; longer stays often a deposit and monthly schedule. Corporate clients can run on PO and monthly invoicing instead.
- 4
Receive arrival info
Within minutes of payment, we send the apartment address, the smart-lock code (or in-person key handover instructions), and a one-page guide with Wi-Fi, heating, dishwasher, and emergency-contact details. You arrive when you arrive — there's no front desk to make.
- 5
Live in the apartment
Cook, work, sleep, repeat. Housekeeping is included fortnightly on long stays; extra cleans via WhatsApp at a small flat fee. If anything breaks, message the guest-service line and someone usually turns up within hours.
- 6
Extend or check out
Want to stay longer? WhatsApp Ali — extensions are routine and the long-stay rate applies automatically once you cross one week. Check-out is usually just leaving the keys on the table; the smart-lock auto-disables at the end of your stay.
What makes the process work
Three operational things separate a smooth serviced-apartment stay from a frustrating one:
- Direct contact. One WhatsApp thread for the whole stay, with one human (not a queue) replying in 15 minutes. No ticket numbers, no escalation paths.
- Operational ownership. The operator holds the lease and the keys and the cleaning contract. There's no host-vs-platform finger-pointing when something breaks.
- Standardised inclusions. You know what is in the apartment without checking each listing — see our bills-included guide and what's-inside guide.
When to start the process
Short stays (3-7 nights): 2-4 weeks ahead for popular dates, less for last-minute. Medium stays (1-4 weeks): 4-6 weeks ahead in busy seasons. Long stays (1+ months): 6-8 weeks ahead, especially for 2-bed apartments in Marylebone and Kensington where inventory turns slower. Outside these windows, the right answer is usually a quick WhatsApp message — we'll tell you honestly whether to book now or wait.
Common questions
What's the legal framework — is it a tenancy?+
No. Serviced apartments are let under a licence (short-term occupation agreement), not an assured shorthold tenancy. The operator retains the right to enter for cleaning and maintenance; you have the right to occupy for the booked dates. This is what keeps the stay flexible — no notice period, no deposit dispute, no Section 21 timeline.
How is payment handled — daily, weekly, or upfront?+
Short stays (3-13 nights): full payment at booking. Medium stays (14-89 nights): typically 50% on booking + balance at check-in, or a fortnightly schedule. Long stays (90+ nights): often a monthly direct-debit schedule with two months upfront. Corporate clients run on PO and 30-day invoicing instead. We send a Stripe link or an invoice; whichever fits.
What happens if something breaks during my stay?+
Message the guest-service WhatsApp line. For urgent things (no heating, no hot water, a broken lock) someone usually turns up within hours during UK hours and a contractor within 24 hours otherwise. For non-urgent things (a tap drips, the dishwasher's quieter than usual) we batch them into the next housekeeping visit.
Can I check in late at night or on the weekend?+
Yes — that's one of the main reasons serviced apartments exist. Smart-lock apartments let you arrive any hour; we send the code by WhatsApp before you fly. For the apartments that use in-person key handover, we coordinate with you on arrival window. No reception-desk staffing hours.
What about cleaning and laundry?+
Every apartment has an in-unit washer-dryer with detergent supplied. Housekeeping is fortnightly on long stays (included), and you can add extra mid-week cleans via WhatsApp at a small flat fee. We bring fresh linens and towels at every housekeeping visit; we do not remove your laundry to clean it externally.
Can I cook? Properly cook?+
Yes. Every Staylio kitchen has an oven, hob, full-size fridge-freezer, dishwasher, kettle, toaster, microwave, cookware, utensils, crockery, glassware, and starter pantry items (salt, pepper, oil). Cooking a Sunday roast is realistic. Some apartments have additional appliances (rice cooker, blender) — listed per unit.
Ready to start the process?
Send Ali your dates and area. Step 2 takes about thirty seconds on your end.
Already staying with us?
Reach guest service direct.
For in-stay matters — separate line from sales.
WhatsApp guest service · +44 7304 353 640