Frequently Asked Question

Can we check in early/late?

Please note that check-ins before 15:00 carry an additional charge of £30.00. The earliest possible check-in is 12:00, subject to availability. The latest check-in for this property is 23:00. Arrivals after 23:00 will not be granted access to the property and no refunds will be given.

Can we check out late?

Our standard check-out time is up to 11:00. Please ensure that you have vacated the property and returned the keys in the safe shown to you upon check-in. Subject to availability, a late check-out can be arranged for at an additional cost of £20.00 an hour if given prior notice. If you are late checking out without prior agreement, you will be charged £40.00 an hour.

What are the details for the WiFi Internet?

The network name is SnooozzZ and the password is “Welcome8ack”. We hope you will enjoy the complimentary WiFi.

How do I operate the keysafe?

Leaving the keysafe open (with or without keys) is a major risk, as the code can be read by strangers, so kindly make sure to close it as soon as you have removed the keys.

Sentinel Keysafes

The keys are kept in the keysafe. To operate the keysafe, enter the code and then pull down the silver button and pull the keysafe towards you. May we please ask that you close the keysafe as soon as you have removed the keys – you will need to re-enter the code to close it. Upon departure, kindly return the keys to the keysafe and make sure to close it well by entering the code twice: once to open it and once to close it.

MasterLock Keysafes

The keys are kept in the keysafe. To open the keysafe enter the code provided. Remove the keys and close the keysafe. Set the code to 0000 before closing the flap.

What if the code provided doesn't work?

Try pressing the black button at the bottom of the keysafe to reset it and then try re-entering the code.

What happens to the security deposit?

A security deposit is required prior to arrival. This deposit is fully refundable upon check-out and subject to a damage inspection of the accommodation. The security deposit may be kept for violation of house rules or damage to the property. The security deposit is kept in the form of a pre-authorisation of funds on your card (rather than a charge). This is released upon checkout subject to no issues. Please note that it can take up to 10 working days for the deposit to reach your bank following release of the funds.

Where can we smoke?

Smoking is strictly forbidden in our properties. This applies to the balconies, gardens and the immediate surroundings. If guests wish to smoke then this must be outside on the street and cigarette butts cannot be disposed of in the property. Failure to comply with this policy will imply a full loss in security deposit.

Can I control the temperature in the apartment?

Temperature in each flat is control by a central thermostat. This is usually set to an optimal temperature appropriate to the season however guests may not find this suitable for their needs which then means setting the thermostat to the desired value. (the new temperature setting will not be immediate as in most cases an under floor heating system is in operations which often take slightly longer than usual to take effect.)

Is it possible to store our luggage at the property before or after our stay?

Unfortunately we are unable to offer this service at any of the properties that we manage after the agreed check-out time.

A cycle shop run by Rutland Cycles is based inside the Grand Arcade (Corn Exchange St, Cambridge CB2 3QF), and luggage lockers are available from the shop at £2.00 per day with a £10.00 deposit. You can contact them on +44 (0)1223 307 655 to request further information.

Which bin is used for recycling?

The black bins are for general rubbish, the blue bins are for dry recyclables, and the green bins are for organic waste.

Why you don't inform me about the signable before but you do on check-in day?

The terms and the conditions of the property have been sent through the messaging service/email in the moment of the booking. It still takes two minutes to sign it and we get the notification when you sign it.

Can I sign the Signable when I arrive?

The terms and conditions of the property have to be signed prior to arriving to the property, if you don’t have access to internet, in the moment you arrive at the property we can provide to you the WiFi details to connect and sign before entering.

Why do I need to sign the Signable?

The terms and conditions contract has to be signed prior to arriving to the property and it shows you agree to these terms, to the rules of the property. If you don’t agree to sign, unfortunately, we cannot host you.

Why is the price higher than advertised?

For a period of time we were advertising a base nightly rate with charges for extra services that we provide on top. Unfortunately, Booking.com did not make this clear to guests booking through their site, so we have now changed our pricing structure to include all fees. If you booked between May and October 2018, you may have been subject to the unclear display of pricing by Booking.com. We suggest that our guests always book directly on snooozzz.com to get the best all-inclusive rate.

Do you have stair gates for little babies?

Unfortunately, we do not have stair gates for babies.

How do I leave the fob behind when I need it to open the gate?

If you don’t have a car you can leave the keys and the fob behind at the key safe and open the door from inside.

If you have a car you need to bring the car outside leave the keys and fob and then open the gate from inside.

How do we get to the Grand Central Apartments?

The apartment you will be staying in is located in the new Grand Central development on Rustat Road. The exact address is Flamsteed Close, but as the development is extremely new, this is likely not to exist on your GPS map. Please look for 42 Rustat road and the entrance to the apartments is a double white car gate which is right opposite this house.

Can I park my van in the underground car park at Grand Central Apartments?

Unfortunately this is not possible due to height restrictions.

There is no hot water/heating at Cambridge City Rooms. What do I do?

If there is no hot water and heating, the problem is likely with the thermostat. The thermostat is located at the top of the second flight of stairs, on the right hand side of the second-to-top landing in the centre of the stairwell. Press the green button until the timer flashes, then set it to 24 hrs by pressing the up button and wait for it to finish flashing. You have now set the thermostat to be on for the next 24 hours. Immediately after it stops flashing, you need to press the up button again to set the desired temperature for the next 24 hrs, we recommend 21 degrees. If you have any issues, don’t hesitate to contact us again. We apologise for the inconvenience.



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