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guest charter

As part of our ongoing commitment to improve and maintain the service that we offer to our guests, esa have developed a guest charter that we strive to adhere to at all times. Our guest charter is made up of a number of our core principles that we promise to observe when we have guests in-house.

esa promise that we will:

  • contact you around 48 hours prior to your arrival time to ensure we have the correct contact details and to obtain check-in information
  • greet you personally and conduct a full check-in of the apartment, the facilities and the surrounding area
  • offer 24 hour emergency support to our guests via a dedicated helpline
  • supply you with a complimentary pack of essential groceries so you don't need to go shopping for basics in the first few days of your stay
  • provide you with safe and secure accommodation with all the comforts you would expect in your own home
  • supply you with broadband access and IT support to ensure you can get connected allowing you to work from home
  • offer the same exceptional level of service to all our guests during weekdays and weekends, day or night
  • respond to any guest's request or issue, within the timescales set out within our maintenance and IT charter
  • pride ourselves on the honesty, integrity and dedication of our in house maintenance, housekeeping and operational teams
  • always be courteous, polite, helpful, and promise to do everything we can to ensure our guest's stay is as comfortable and enjoyable as possible
  • never enter your apartment, except on a service day, without letting you know first *

* except in case of extreme emergency