FAQ | FG Properties
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Frequently asked questions!

Guest

1. Who are FG Properties and How Do You Work?

Established in 2013 and based in London, we are specialised in holiday apartment rentals. We want to ensure a unique experience that’s why we have partnered with a local reception desk called City Relay that will assist with whatever might come up during your stay. We provide a wide range of services for your best experience. It covers most of the basic requirements from quality bed linens, towels and other hotel-style amenities.

2. How do I make a booking?

You can directly book a holiday apartments in London or Paris on our website https://fgproperties.com/, and you could contact our dedicated reservations team: reservations@fgproperties.com or 02079938629.

3. What do I pay and when I am charged?

Your total booking amount will comprise your rental fee, CAT fee (Cleaning, Admin & Tax) and a card processing fee. All amounts are in GBP (£). When you rent a holiday house in London or Paris, we take the full payment for your stay at the time of your booking.

4. What is your cancellation policy?

Cancellation of the holiday flat rental must be submitted to FG Properties by e-mail. A request to reduce the term of the booking will be regarded as a cancellation. After you make your booking, you can cancel it within 24 hours and receive a full refund. If you cancel your booking up to one months before your check-in, you will receive a 85% refund. Up to two weeks before check-in, you will receive a 50% refund. Within two weeks of the start of your stay, we can’t refund the booking.

5. Can I make changes to my bookings?

This depends on the change. If you want to change your holiday home rental, this effectively involves a cancellation (see above). If you want to amend your dates, this is generally fine but is obviously subject to availability and any differences in rate. Please contact our dedicated reservations team for any change that you would like to proceed.

6. Is there a deposit?

We pre-authorise a refundable key and security deposit of £200 to your credit card when you check-in, in case of damage in your vacation rentals.

7. How do I get to the home?

You have quite a variety of choices to check-in to your apartment rental in London or Paris:
1/ Come to our Reception Desk and we will give your keys & directions to your flat.
2/ We can also organize a car to take you to the apartment with the keys.
3/ We can join you directly at the flat (available until 6 pm only). Note that we will need you to call us 1 h in advance to let us know that you will be there so that we can organize the check-in properly and ahead of time.
You are always more than welcome to come to our Reception Desk between 9 AM and 3 PM to drop off your suitcases and get additional information !

8. What are the check-in and check-out hours?

The standard check-in times are between 3pm until 10pm Sunday to Friday and between 3pm until 6pm Saturday. In the case that you cannot check-in during these times, we may make alternative check-in arrangements with you. Please contact us at the time of booking to discuss this with us. Unless otherwise agreed by us, you are required to check-out before 11am on the day of your departure.

9. What amenities and services do you provide to guests?

We offer service and style of a boutique hotel with the comfort & privacy of a home. We provide bed linen, towels, kitchen utensils and other amenities. Moreover, all apartments are equipped with wifi.

10. Who call if there is a problem in the flat?

Our local team at City relay can handle requests for anything that you need catering for. There is a guest support 24/7. You can send an e-mail at guest@cityrelay.com or call them 07931735450.


Host

1. What type of properties are you looking for?

We are carefully growing our portfolio of Holiday Flat Rental by taking on properties which are fully furnished, well located (for example a property close to transport links) and available for 4 weeks or more annually.

2. Who are your guests?

Mostly they’re visitors to London: families and couples from the all over the world. We’ve built a large base of happy returning clients and we always vet our new guests, only accepting people we’d be happy to have stay in our own homes.
We automatically decline to deal with guests about whom we have any reasonable doubts.

3. How much will I earn ?

This depends entirely on the property: its size, location, etc..
We developed a software that update daily your nightly rates to optimize your yield and occupancy rate. We’ll give a precise quote after a viewing of the property.

4. How do your fees work?

We take care of everything: from the booking to the check-out, including advertising, taking reservations, check-in, professional cleaning and guest support 24/7.
For all these management services our fee per booking is 24% (incl. VAT).

5. How safe is it to list my home?

Before we hand over a key of our holiday apartments, we’ll have seen a passport, swiped a credit card and met guests in person and we also have facilities to pre-authorise the guest’s card to provide you with extra reassurance.
We’re here in person for guests when they arrive. We’re at the end of a phone 24/7 before, during and after each stay.

6. What happens if something goes wrong?

It’s our local city front desk’s job to be the main port of call for anything that comes up during a let, and we can solve most problems ourselves. If a contractor needs to be called, we’ll arrange that ourselves following our best efforts to consult you, and we will charge this either to you or the guest, depending on the nature and cause of the issue. Guests pay a pre-authorization upon check-in, from which we may make deductions to address any damage or losses caused during their stay, in accordance with our rental agreement.

7. How long is the average stay per guest?

The average stay per guest in our holiday home rental is 4 nights.

8. How do I manage the property’s availability between FG properties and myself?

We both have access to the bookings calendar.
You have to contact us by email or phone when you want to open or close dates on your bookings calendar.

9. Do you require exclusivity?

We require exclusivity in order to manage your property in the best way possible.

10. Am I committed to a contract with you?

There’s a contract but there is no term commitment: You are totally free to stop using our services.

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