Book direct

Questions and answers

The things people ask before they book

Answered plainly. If yours is not here, write to us — the good ones get added.

Booking and paying

Is the price on the page really the total?
Yes. The panel shows the nightly rate times the nights, any discount that applies, the cleaning fee and the total. That total is what you pay. There is no service fee, booking fee or anything added at checkout — it is the same residence you will find on Airbnb and Booking.com, without their fees.
How much do I pay now?
The full amount, by card, when you book. There is nothing further to pay before or during your stay unless you add something to the booking.
What happens during the 15-minute hold?
When you press Reserve we block your dates in our calendar so nobody else can take them while you fill in your details. If you do not complete within 15 minutes the dates are released — you can simply start again if they are still free.
Which cards do you take?
Visa, Mastercard and American Express, through Stripe, with 3-D Secure where your bank asks for it. We never see your card number. For stays of a month or more, bank transfer is possible — ask us.
Is the price per person?
No. The nightly rate is for the whole residence, for up to the number of guests it sleeps. Choose the right number of guests when you book, because that is who the booking covers.

Cancelling and changing

What is the cancellation policy?
Free cancellation until 14 days before check-in: we refund everything you paid to the card you paid with, and it normally shows within five to ten working days. Within 14 days of arrival, for a no-show, or if you leave early, there is no refund. The exact free-cancellation date for your booking is shown on the booking panel before you pay, at checkout and on your confirmation.
Can I change my dates?
Yes, if the new dates are free and you ask more than 14 days before your original arrival. Write to us and we move the booking; if the new dates cost more or less, we charge or refund the difference.
What if I cannot travel?
Tell us as soon as you know. More than 14 days before arrival you get a full refund. Inside 14 days there is no refund, so please make sure your travel insurance covers cancellation. We recommend travel insurance that covers cancellation.

Your stay

How do I get in?
Most residences have self check-in with a key safe or smart lock. We send the access details and directions before you arrive, and we are on the phone if anything is unclear.
What time is check-in and check-out?
Check-in from 15:00 and check-out by 11:00. Earlier or later is often possible if the residence is free either side — ask a few days before.
Will I be asked to verify my identity?
Yes. The lead guest completes a short identity check before arrival — the same screening every booking goes through, whichever site it came from. The booking cannot go ahead without it.
Can we have friends round?
Only the guests on the booking may stay overnight, and parties and events are not allowed. Some residences have a noise monitor, which measures sound levels only and never records.
Is there parking?
It depends on the residence: some have a private space, others free street parking. It is listed under amenities on each residence's page, along with the nearest stations.

The residences

Are the photos accurate?
Yes. They are of the actual residences, taken by us after we furnished them. If something has changed since, the description says so.
Do the residences have air conditioning?
Some do. Every residence's page lists what it has — air conditioning, washer, dishwasher, garden, cot and so on — straight from our management system, so it is current.
Is there a security deposit?
No. We do not take a deposit. You are responsible for damage beyond normal wear and tear, and we would tell you about any with photographs and a cost within 48 hours of departure.
Who do I contact during the stay?
Us. Call +44 333 339 4849 or email contact@citydreams.uk. Every residence is looked after by our own team, with someone on call for anything that cannot wait.