What we actually do.

Direct enquiries answered in under 15 minutes during UK hours.

WhatsApp Ali on +44 7375 621453 or email hello@staylio.london between 08:00–22:00 UK time. Median response in 2026 to date: 6 minutes. Outside hours, response within 4 hours of the next UK morning.

Booking quotes confirmed within one business day.

From first enquiry to confirmed availability + final all-in rate. No quote-then-update-the-rate. The number Ali sends is the number on the invoice.

Apartments ready at 16:00 on the day of arrival; checkout by 11:00.

Standard times. Early check-in (from 12:00) and late checkout (to 15:00) available on request, subject to the next guest's arrival. WhatsApp Ali in advance.

Self check-in instructions sent 24 hours before arrival.

Most apartments use a smart lock — code arrives by WhatsApp the day before. A few apartments use in-person key handover at a time the guest picks. The mode is confirmed at booking, not at the door.

Wi-Fi tested live in the apartment within 7 days of every guest arrival.

If the connection has dropped or the speed has fallen below 100 Mbps on test, it's fixed before the next guest checks in. Speed test screenshot available on request.

Critical maintenance (heating, hot water, security) responded to within 2 hours.

Critical = no heating in winter, no hot water for >12 hours, door / window security compromise, water leak. Responded means an engineer is on the way or a like-for-like alternative apartment is offered for the night.

Non-critical maintenance (appliance fault, light bulb, slow drain) within 24 hours.

Engineer on-site or replacement equipment delivered within one working day of report. WhatsApp the issue + a photo to Ali.

Apartment cleaned end-to-end before every new guest arrival.

Linens and towels replaced, kitchen reset, bathroom deep-cleaned, fridge emptied of previous-guest items. Checked by a second team-member against a written list before keys are released.

Mid-stay clean on long stays — fortnightly by default, more often on request.

Long stays (14+ nights) get a free mid-stay clean scheduled to suit the guest. Additional cleans are available on request at a published per-clean rate.

Monthly invoicing on long stays — no surprise charges on departure.

Long stays are invoiced monthly. The invoice splits the standard-rated portion and the long-stay-relief portion separately per HMRC Notice 709/3 (see our long-stay tax guide). Damages or extras are itemised and notified within 48 hours of checkout.

Direct rates always at least 10% lower than the same apartment on Booking.com or Airbnb.

We do not pay platform commission on direct bookings; the saving goes to the guest. If you find the same Staylio apartment cheaper elsewhere, we match it.

All bills included in the nightly rate.

Electricity, water, heating, Wi-Fi, council tax, fresh linens and towels. No utility surcharges, no resort fees, no cleaning add-on at checkout.

Guest data held for the legal minimum, not the marketing maximum.

Booking and stay records: 6 years (HMRC tax retention). Marketing-list opt-in is explicit, never assumed. Right-to-erasure honoured within 30 days of request. ICO registration is in progress for Staylio Limited (Tier 1, Q3 2026).