Frequently Asked Questions
What are the House rules?
What are the check in / check out times?
What is the cleaning fee?
In all accommodation a cleaning fee is charged, in places like a hotel this fee is simply included in the overall price. Whereas we have the fee broken down. When booking through a platform the cleaning fee will have been itemised on your confirmation. The full payment of the nights stay, cleaning fee and pre-authorised payment of the damage deposit must all be paid before you can check in.
If you had to make a cancellation within the 30 days of your arrival, your full cleaning fee would be returned to you. Providing you cancel prior to your check in time on the date of arrival, either with ourselves if you booked direct or with the third party booking platform you initially made the reservation with.
How to contact someone if I need help during my stay at The Old Bank Apartments
Contact 07732 444 550 or 07447684482If the line is busy or is not answered you will get a call back asap.
If there is an emergency contact :
NHS Non-Emergency – 111
Police Non-Emergency – 101
Emergency (Police, Ambulance, Fire) – 999
Cancellation Policy & Damage Deposit
Our cancellation policy is set across all our properties. We offer a full refund on all cancelled stays before 30 days of arrival and for bookings in the first 24 hours of making the reservation. Once you are within the 30 days of arrival your full nights stay will be charged but your cleaning fee will be refunded.
If you have booked through a third party booking site you must cancel via this site to process the cancellation and ensure the correct refund is made.
A damage deposit is a set fee (this differs between each property) that each party has to pay prior to check in to a property. A damage deposit is taken to cover any damage occurred during your stay or breaking house rules. If there is no damage then the damage deposit is returned the next working day. If charges need to be taken, the guest will be charged according to the price to repair the damage and the remainder will be returned to yourself.
The damage deposit will be taken by The Old Bank Apartments prior to your check in, between the office hours of 9am-5pm in the days leading up to your stay.
Please see full T&C’s of damage deposit below.
Cleaning Charge – If the apartment is not left in a respectable state at check out resulting in excess cleaning, this extra cost will be taken from your deposit. Please leave the property in a state you would expect to find it. Please remove all your rubbish from the property on departure including fridge contents. If for any reason the cleaners have been delayed entering the property from 10am such as, you haven’t vacated yet, this will result in an hourly rate of £18 p/h taken from the deposit as this is what we pay the cleaners for their time.
Safety deposit- As the booker you take full responsibility for any loss/damaged or stolen items at the property. This will be taken from the deposit, the deposit is your full liability for any damage/loss or stolen items. If any of these items exceed the deposit amount, you are then liable for these extra costs. Any extra monies that are owed on top of the deposit will be taken from the card details provided to pay the deposit.
If there is any smoking or use of narcotics in the property this will result in the full loss of the deposit paid. Please observe our house rules in the apartments, failure to abide by the rules can result in the loss of your deposit also.
Be respectful of noise when staying in our property as we have neighbours, any complaints will also result in a loss of your safety deposit. We have a maximum capacity on all properties for the health and safety regulations, this is the maximum number of guests that can be booked for the property, if it is found there is more than the maximum capacity within the property then this will also result in loss of damage deposit.
Please note this gets refunded the next working day after your departure and can take up to 5 working days to go back into your bank depending on who you are with.
If you do not hear from us that means everything was ok!
Issues on arrival into the property it is imperative you contact The Old Bank Apartments on 07732 444550 should you find anything broken, damaged or not working within a few hours. If anything is found to be damaged, not working, broken or missing following your stay, the costs incurred for rectifying this will be taken from your deposit. The cleaner does a full check of the property when guests leave to ensure that all items in the property prior to your arrival are working and in good repair. This includes TV, Sonos oven, microwave, dishwasher, furniture, lamps, linen etc. Should you have any issues at all please contact us immediately.
When checking out if the cleaner then points out anything has been missing, we will have to charge if we have not heard anything from you before or during your stay.
How to use your smart lock
How to use the aircooling units
West Street Car Park – FY1 1HA
Queens Street – FY1 1PX
Bank Street – FY1 2DT
Cocker Street or Cocker Square – FY1 2BY
Health and Safety
The Old Bank Apartments is a NO SMOKING building, please go outside to smoke or vape. Please make sure you read the Fire Evacuation instructions located at the back of your suite door.
How to use your Smart Lock System
We have sent you the details of your smart lock via your email, please check your junk/spam.
Please make sure the app is downloaded and you register on the Salto App to your smartphone before your arrival at The Old Bank Apartments. Your phone is your key to enter the building and your suite.
IF YOU HAVE AN ANDROID PHONE YOU WILL NEED TO USE THE REMOTE OPENING FUNCTION ON THE SALTO APP. See picture below.
IF YOU HAVE AN APPLE PHONE YOU CAN USE BOTH THE REMOTE OPENING FUNCTION OR THE DIGITAL KEY. See video on website.
As the lead booker, please share the log in details you have created for your smart lock
with any other guests that wish to have the lock on their device. They’ll need to download the SALTO APP and login using your login details.