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Frequently Asked Questions

Here at Oakenwood Properties, we pride ourselves on excellent customer service. So that you have everything you need, before you need it, we have put together this comprehensive list of Frequently Asked Questions (FAQs) that will hopefully assist you.

Before Booking:

  1. Pricing and Availability

  • QUESTION: How much does it cost per night to stay in the accommodation?

    • ANSWER: Our pricing varies depending on the type of accommodation and the dates you select. You can check our availability & current rates here: https://via.eviivo.com/OakHouseMK42

  • QUESTION: What are your rates for specific dates?

    • ANSWER: Our pricing varies depending on the type of accommodation and the dates you select. You can check our availability & current rates here: https://via.eviivo.com/OakHouseMK42

 

2. Payment Methods

  • QUESTION: What payment methods do you accept?

    • ANSWER: We accept Visa, Mastercard & American Express. Payment details will be provided during the booking process.

3. Minimum Stay Requirements

  • QUESTION: Do you have a minimum stay requirement?

 

4. Booking Process

 

5. Booking Changes

  • QUESTION: Can I modify my booking after it's confirmed?

    • ANSWER: Booking modifications may be possible, depending on availability and the modification request. To avoid disappointment, please always make any modifications as soon as possible.

 

6. Cancellation Policy

  • QUESTION: What is your cancellation policy?

 

7. Accommodation Details

  • QUESTION: Can you tell me more about the amenities in the accommodation?

    • ANSWER: You can find a full list of amenities in the accommodation descriptions when booking.

 

8. Special Requests

  • QUESTION: Can I request specific bedding arrangements or room preferences?

    • ANSWER: We offer a combination of bed arrangements in our properties. You will find our options when booking.

9. Pet-Friendly Accommodations

  • QUESTION: Are pets allowed, and if so, what is the pet policy?

    • ANSWER: We may in the future, but we don’t currently accept pets.

10. Accessibility

  • QUESTION: Do you have accessible accommodations for guests with disabilities?

    • ANSWER: We aim to provide services to accommodate people with disabilities. Each property is different, so please see the property descriptions for the most accurate information.

  • QUESTION: Do you have accommodations that are wheelchair accessible or have ADA-compliant features?

    • ANSWER: We aim to provide services to accommodate people with disabilities. Each property is different, so please see the property descriptions for the most accurate information.

11. Special Offers and Discounts

  • QUESTION: Are there any current promotions, discounts, or packages available?

    • ANSWER: We occasionally offer special promotions. These discounted prices should be clearly displayed on our website next to the normal price for those specific dates.

 

12. Special Dietary Needs

  • QUESTION: Do you provide accommodations for guests with special dietary needs, such as gluten-free or vegetarian options?

    • ANSWER: We may in the future, but at the moment we don’t offer any food packages for guests.

 

13. Child-Friendly Accommodations

  • QUESTION: Are your accommodations child-friendly, and do you provide cribs or high chairs?

    • ANSWER: We may in the future, but at the moment we don’t offer high chairs or cribs etc for children.

 

14. Group Bookings

  • QUESTION: Can I make a group booking for multiple rooms or apartments?

    • ANSWER: Where we have more than 1 accommodation close by, group bookings are welcome. Contact our customer service team on info@oakenwoodproperties.co.uk with your query & we’ll be happy to help.

16. Corporate Rates

  • QUESTION: Do you offer corporate rates or packages for business stays?

    • ANSWER: We are happy to offer special discounts of stays over 14 days in one block, so please contact our customer service team on info@oakenwoodproperties.co.uk with your query & we’ll be happy to help.

17. In-Room Amenities

  • QUESTION: Can I request specific amenities or decorations in my room upon arrival, such as champagne, flowers, or a welcome message?

    • ANSWER: We may in the future, but we currently don’t offer customised welcome packages for room decorations.

 

18. Privacy Concerns

  • QUESTION: How do you ensure the privacy and security of guest information?

 

After Booking, but Before Arrival:

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19. Check-In Process

  • QUESTION: What time is check-in, and how does it work?

    • ANSWER:

    • We offer 24-hour check-in. If you are arriving between 2100 – 0900, please be extremely quiet, to respect the neighbours. You'll receive detailed instructions and access information closer to your arrival date, so you have everything you need for a great stay with us.

 

20. Parking and Transportation

  • QUESTION: Is parking available, and what are the transportation options to the accommodation?

    • ANSWER: We normally have free parking at our properties, but please see the accommodation details for the most accurate information.

    • You'll receive detailed instructions and access information closer to your arrival date, so you have everything you need for a great stay with us.

 

  • We offer free gated parking at the property itself and are conveniently located near to train stations & bus routes.

  • QUESTION: How far away is the train station from Oak House

    • ANSWER: 7 minutes in the car

 

21. Local Attractions

  • QUESTION: What are some nearby attractions and restaurants?

    • ANSWER: There are several great attractions and dining options close to the property, which will be sent to you before you arrive & also in the accommodation itself for ease.

 

22. Early Check-In and Late Check-Out

  • QUESTION: Can I request early check-in or late check-out?

    • ANSWER: Early check-in and late check-out requests can be selected as additional extras to your booking stay with us at a charge.

    • Early check-in is £40

    • Late check-out is £40

  • QUESTION: Can I request early access to my room or apartment before the standard check-in time?

    • ANSWER: Early room access may be possible based on availability. Please contact us to make arrangements.

  • QUESTION: I will be arriving late in the evening. Is there a 24-hour check-in service?

    • ANSWER: We offer 24-hour check-in. If you are arriving between 2100 – 0900, please be extremely quiet, to respect the neighbours. Your access information will be provided in advance to accommodate late arrivals.

 

23. Room Upgrades

  • QUESTION: Is it possible to upgrade to a larger room or suite upon arrival?

    • ANSWER: Our properties are currently whole units, so you get the entire property to yourself.

 

24. Transportation Services

  • QUESTION: Do you offer shuttle services from the airport or train station?

    • ANSWER: We may In the future, but we currently don’t. If you google the town/city you are staying, followed by the word ‘taxi’ (Example: ‘Bedford Taxis’), this should come up with a list of taxi companies who should be able to assist you.

 

25. Special Occasions

  • QUESTION: Can you arrange for special amenities or decorations for a special occasion?

    • ANSWER: We may in the future, but we currently don’t offer this service.

 

26. Additional Charges

  • QUESTION: Are there any additional fees or charges not mentioned during booking?

    • ANSWER: Prices for all additional extras are disclosed during the booking process, as per below.

      1. Early check-in: £40

      2. Late check-out: £40

      3. Additional cleaning: £80

      4. Additional linen requests: £5 per item

 

27. Room Preferences

  • QUESTION: Can I request a specific room location or view?

    • ANSWER: Our properties are currently whole units, so you get the entire property to yourself.

 

28. Special Event Arrangements

  • QUESTION: Can you help arrange special events or celebrations during my stay, like a birthday surprise or a proposal setup?

    • ANSWER: We may In the future, but we currently don’t offer this service.

 

29. Shuttle Services

  • QUESTION: Do you provide shuttle services to local attractions, conference centres, or the airport?

    • ANSWER: We may In the future, but we currently don’t offer this service. If you google the town/city you are staying, followed by the word ‘taxi’ (Example: ‘Bedford Taxis’), this should come up with a list of taxi companies who should be able to assist you.

 

30. Lost Reservations

  • QUESTION: I made a booking reservation with yourself, but can't find my confirmation. Can you help me retrieve it please?

    • ANSWER: We can assist you in locating your reservation. Please provide your first name, surname, email & contact number and we will reconfirm your reservation for you.

 

31. Special Transportation Requests

  • QUESTION: Can you arrange unique transportation options, such as a limousine to the accommodation?

    • ANSWER: We may In the future, but we currently don’t. If you google the town/city you are staying, followed by the word ‘taxi’ (Example: ‘Bedford Taxis’), this should come up with a list of taxi companies who should be able to assist you.

 

During your Stay with us:

 

32. Accessing the property

  • QUESTION: Where is the key to access the property?

    1. ANSWER: All our properties have lockboxes near the front door. The code changes frequently, so you will be provided with the access code close to you arrival date

    2. All check-in details will be sent to you before arrival, so you have everything you need for a great stay with us.

    3. When you have the key from the lockbox, use this in the front door to access the property

 

33. Fire safety

  • QUESTION: Where are the fire exits in the property?

    1. ANSWER: All our properties have several signs to indicate the fire exits in the property

  • QUESTION: How does the property ensure it is meeting fire regulations?

    1. ANSWER: Regular fire safety checks are completed in accordance with current regulations & risk assessments are reviewed annually, if there is a significant change to the property itself, or if new regulations come out from the government.

 

34. Emergency contact details

  • QUESTION: Where are the emergency contact details in case we need them?

    1. ANSWER: All our properties have a list of key emergency contact details in the property to give you peace of mind, such as plumbing, heating & emergency service numbers etc.

    2. Ring our housekeeping company on ‘x’ for help, if needed.

 

35. Room Assistance

  • QUESTION: How can I request additional housekeeping or room service?

    • ANSWER: The properties are cleaned before each guest stay, but if you wanted an additional cleaning service, please ring the housekeeping company using the contact details in the property.

    • We do not currently offer room service in any of our properties.

 

36. Room Temperature

  • QUESTION: How can I adjust the temperature in my room or apartment?

    • ANSWER: You should have received a welcome pack that included ‘How-to’ videos & instructions on how & where to access & change the temperature in your accommodation.

 

37. Lost Key or Access Card

  • QUESTION: I've lost my room key or access card. What should I do?

    • ANSWER: Please contact the housekeeping company using the key contact information, who will be able to let you into the property. There will be a charge for this service & key replacement. Please see our T&C’s for full details.

 

38. Room Cleanliness

  • QUESTION: I have concerns about the cleanliness of my room. Can it be cleaned or inspected again?

    • ANSWER: We take cleanliness seriously. Contact our housekeeping department on ‘x’, and we will address your concerns promptly.

 

39. Internet Connection Issues

  • QUESTION: I'm experiencing issues with the Wi-Fi. How can I resolve this?

    • ANSWER: If you're having Wi-Fi problems, please follow these steps:

      • Check it isn’t a service provider issue first at: https://downdetector.co.uk/

      • If the service is fine, re-start the internet router by watching the ‘How-to’ videos, ensuring to wait 5mins after re-starting it to ensure it is fully re-booted.

      • If the issue persist after that, please email info@oakenproperties.co.uk & we will try and resolve the issue for you.

 

40. Insufficient Bedding/blankets in the accommodation:

  • QUESTION: Where can I get more bedding as there currently isn’t enough for the number of guests we have staying?

    • ANSWER: We apologise for the oversight. Please contact our housekeeping company using the emergency contacts number in your welcome pack to arrange for more bedding to be made available to you.

  • QUESTION: Where can we get additional blankets please?

    • ANSWER: We apologise for the oversight. Please contact our housekeeping company using the emergency contacts number in your welcome pack to arrange for more bedding to be made available to you.

  • QUESTION: The sofa bed doesn’t have enough bedding, so where can we can it from please?

    • ANSWER: We apologise for the oversight. Please contact our housekeeping company using the emergency contacts number in your welcome pack to arrange for more bedding to be made available to you.

  • QUESTION: The sofa bed is uncomfortable, so is there a way of making it more comfortable?

    • ANSWER: We apologise for any discomfort. A mattress topper can be made available upon request. Please contact our housekeeping company using the emergency contacts number in your welcome pack.

 

41. Questions around Insufficient Cutlery and Plates:

  • QUESTION: There were not enough utensils/plates/glasses/cups etc in the kitchen for the number of guests, so can we get some more please?

    • ANSWER: We're sorry for the inconvenience. Additional items can be provided upon request. Please ring the housekeeping company with your requirements, who will be happy to assist.

 

42. Complaints about Insufficient Shower Towels:

  • QUESTION: There were not enough shower towels available for the number of guests, so can we get some more please?

    • ANSWER: We're sorry for the inconvenience. Additional items can be provided upon request. Please ring the housekeeping company with your requirements, who will be happy to assist.

  • QUESTION: We were provided with only one towel per person, and it's not enough for our stay. Can we get more please?

    • ANSWER: We're sorry for the inconvenience. Our ‘norm’ is one towel per guest, per stay, but if you would like additional, these can be provided upon request. Please ring the housekeeping company with your requirements, who will be happy to assist. Please note, there will be an additional charge per item. Please see our full T&Cs here for further details.

 

43. Room Service Menu

  • QUESTION: Can I see the room service menu and place an order?

    • ANSWER: We may offer this in the future, but we currently don’t at any of our properties.

 

44. Wi-Fi and Connectivity

  • QUESTION: Is Wi-Fi available, and what's the login information?

    • ANSWER: Yes, we provide complimentary Wi-Fi. The login details can be found in your welcome pack in the property.

 

45. Emergency Contact

  • QUESTION: What should I do in case of an emergency?

    • ANSWER: Depending on the emergency depends on which number you call, so we encourage you to familiarise yourself with our emergency contacts list in the property.

 

  1. Concierge Services

  • QUESTION: What services does your concierge offer?

    • ANSWER: This is something we may offer in the future, but don’t currently.

 

  1. Lost and Found

 

  1. Complaint Resolution

  • QUESTION: What should I do if I encounter issues or have complaints during my stay?

    • ANSWER: If you encounter any issues or have complaints, please contact the email below & we aim to address and resolve concerns promptly to ensure a comfortable stay.

 

  1. Noisy Neighbours

  • QUESTION: What can I do if there are noisy neighbours disturbing my stay?

    • ANSWER: If you experience noise disturbances, please contact our front desk, and we will take appropriate action to ensure a peaceful environment.

 

  1. Maintenance Problems

  • QUESTION: What should I do if there's a maintenance issue in my accommodation?

    • ANSWER: If you encounter any maintenance issues, please use the emergency contact details in the property to call someone out.

 

  1. Package Deliveries

  • QUESTION: Can I have packages delivered to my accommodation during my stay?

    • ANSWER: Yes, we you can have small packages delivered to the property.

 

  1. Accommodation Security

  • QUESTION: How secure is the accommodation?

    • ANSWER: Our accommodations are equipped with secure locking systems and CCTV guarding the outside entrances to the property for your peace of mind.

  • QUESTION: Are there in-room safes?

    • ANSWER: We may in the future, but this is something we currently don’t do.

 

  1. Environmental Concerns

  • QUESTION: Do you have a green initiative or offer eco-friendly amenities?

    • ANSWER: Yes, we actively recycle at the property that support sustainable practices.

 

  1. Medical Emergencies

  • QUESTION: What should I do in case of a medical emergency during my stay?

    • ANSWER: If life threatening, please call 999 for an ambulance, or go to the hospital.

 

  1. Environmental Concerns

  • QUESTION: Can I request additional eco-friendly amenities, such as reusable toiletries or a recycling bin in my room?

    • ANSWER: We may in the future, but this is something we currently don’t do.

 

  1. Room Scent Preferences

  • QUESTION: Can I choose the scent or aroma in my room?

    • ANSWER: We may in the future, but this is something we currently don’t do.

 

  1. Technical Support

  • QUESTION: I'm having trouble with technology (TV, thermostat, etc.). Can someone assist me?

    • ANSWER: We’re sorry for any inconvenience. In the first instance, follow the ‘How-to’ videos & instructions we sent you in your welcome pack. If the issue persists after that, we suggest calling someone out from the contact list provided in the accommodation. See full T&C’s for further details.

 

  1. Guest Privacy Concerns

  • QUESTION: I have concerns about my privacy during my stay. Can you address this?

    • ANSWER: Guest privacy is a priority. Please contact our front desk to discuss your specific concerns, and we'll take appropriate measures.

 

  1. Inadequate Amenities

  • QUESTION: The amenities in my room/apartment are not as described. How can this be rectified?

    • ANSWER: We apologize for any discrepancies. Contact us on the below email & we will address the issue or provide a suitable solution.

 

  1. Noisy Heating, ventilation, and air conditioning (HVAC)

  • QUESTION: The HVAC system in my room is making a loud noise. Can this be fixed?

    • ANSWER: We apologize for the inconvenience. Contact our maintenance team on the contacts provided, and we will resolve the issue promptly.

 

  1. Unusual Check-Out Times

  • QUESTION: I need to check out at an unusual time, like very early in the morning or late at night. Can this be accommodated?

    • ANSWER: We can accommodate early or late check-outs with prior notice. Please inform us of your preferred check-out time.

 

 

After Check-Out:

  1. Billing and Receipts

  • QUESTION: How can I obtain a copy of my bill or receipt?

    • ANSWER: Your bill and receipt will be emailed to you shortly after check-out. If you have any questions, feel free to contact us on the email below.

 

  1. Billing Discrepancies

  • QUESTION: I noticed a discrepancy /mistake on my bill. How can I resolve it?

    • ANSWER: If you have any billing concerns, please contact us on the email below & we'll address them promptly.

 

  1. Feedback and Reviews

  • QUESTION: How can I leave feedback or write a review about my stay?

    • ANSWER: We would love to have your feedback! You can leave a review on our website, or the platform you booked with (Booking.com, AirBnB etc).

 

  1. Rebooking for Future Stays

  • QUESTION: Can I book another stay with you for my next visit?

    • ANSWER: Absolutely! You can book your next stay on our website for our best rates. We look forward to hosting you again.

 

  1. Referral Program

  • QUESTION: Do you have a referral program for guests?

    • ANSWER: Yes, we offer a referral program. Refer a friend, and both you and your friend can enjoy a discount on your next stay.

 

  1. Complaint Follow-Up

  • QUESTION: I had an issue during my stay. What steps will be taken to address it?

    • ANSWER: We take guest complaints seriously. Our management team will investigate your concerns and take appropriate measures to prevent similar issues in the future.

 

  1. Compensation for Issues

  • QUESTION: Will I receive compensation for the issues I experienced during my stay?

    • ANSWER: Compensation, if applicable, will be determined based on the nature and severity of the issue. Our management team will discuss this with you directly.

 

  1. Guest Loyalty Program

  • QUESTION: Do you have a loyalty program for returning guests?

    • ANSWER: Yes, we have a guest loyalty program.

 

  1. Left Behind Items

  • QUESTION: I left behind personal items in my room. Can you locate and return them to me?

    • ANSWER: Please provide details about the items you left behind, and we'll do our best to locate and return them to you.

 

  1. Stolen or Lost Items

  • QUESTION: I believe some of my items were stolen during my stay. How can this be addressed?

    • ANSWER: We take theft seriously. Please report any stolen or lost items to the email below to resolve.

 

  1. Quality of Service

  • QUESTION: I was not satisfied with the quality of service during my stay. What can be done about it?

    • ANSWER: We apologize for any service issues. Please provide us with details so we can investigate and improve our service standards.

 

  1. Privacy Breach

  • QUESTION: I believe my privacy was violated during my stay. How can this be addressed?

    • ANSWER: Guest privacy is a priority. Please detail how you thought your privacy was breached to the email below so our management team can review & take the appropriate action.

 

  1. Room Allergies

  • QUESTION: I have allergies, and I believe there were allergens in my room. What measures can be taken to prevent this?

    • ANSWER: We apologize for any inconvenience. Please let us know about your allergies during booking or check-in so that we can take precautions.

 

  1. Noise Complaint Follow-Up

  • QUESTION: I reported a noise issue during my stay, but it wasn't resolved satisfactorily. What will be done to prevent this in the future?

    • ANSWER: We apologize for the inconvenience. We take noise complaints seriously and will conduct a thorough review to prevent future occurrences.

 

If your specific query is not covered by any of the above FAQ’s, please don’t hesitate to contact us at info@oakenwoodproperties.co.uk & we’ll do our utmost to help you.

Best Wishes,

The Oakenwood Team

 

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