Real people, quick answers — choose whichever way suits you best.
Frequently asked questions
The answers guests ask for most — before, during and after a stay.
Why should I book direct instead of using Airbnb or Booking.com?
Booking direct on renoagroup.co.uk always gets you our best rate — the commission the platforms would take comes back to you as savings. Direct guests also earn Renoa Rewards nights towards free stays, and you deal with our team directly from the first message.
What time are check-in and check-out?
Check-in is typically from 3:00 PM and check-out by 11:00 AM. Your exact times are confirmed in your booking email, and we can often be flexible — just ask, especially for late flights or early arrivals.
How does check-in work?
Most of our apartments have self check-in with a smart lock or lockbox — you'll receive clear arrival instructions and your entry code before your stay. At our Brighton hotel, our team welcomes you at reception.
What is your cancellation policy?
Cancellation terms depend on the rate and property you choose and are shown clearly before you confirm your booking. Flexible rates can be cancelled free of charge up to a set number of days before arrival — check your booking confirmation for your exact terms.
Is there a security deposit?
Some stays carry a small refundable security deposit, pre-authorised before arrival and released shortly after check-out provided everything is in order. If one applies, you'll see it clearly at checkout.
How do Renoa Rewards work?
Every night you book directly with us counts towards your next free night — stay 10 nights, get 1 free. Sign in to your account to track your progress, and see the full details on the Renoa Rewards page.
Can I book for a longer stay or for my company?
Yes — we host corporate travellers and long stays across London and Brighton, with preferential rates for extended bookings. Email us with your dates and requirements and we'll put together a tailored offer.
Can I change my booking dates?
In most cases, yes — subject to availability and your rate's terms. The quickest way is to message us on WhatsApp or email with your booking reference and your new dates.
Are pets allowed?
It varies by property — some of our apartments welcome well-behaved pets by arrangement. Contact us before booking and we'll confirm the right options for you.
I own a property — can Renoa manage it?
We'd love to talk. We manage short lets end to end across London and Brighton, with launch offers for new hosts — see Host with us and request your free income estimate.
Still need help?
Our team is on hand — choose whichever way suits you best. We're quick.
Email us
Best for booking changes, invoices and anything detailed. We reply within a few hours.
