Frequently asked questions

How do I make a booking?
The easiest way to book is directly via stay.com. Our reservations team is also available at [email protected] or +44 (0)20 3781 7999.

What apartment types are available?
We offer Classic and Premium apartments across one, two, and three-bedroom configurations. All are fully furnished and equipped, ready to move in.

What payment methods do you accept?
We accept all major credit and debit cards including American Express and UnionPay, as well as bank transfers. Payments can be made in GBP, EUR, or USD. For bank transfers, cleared funds are required prior to check-in.

Is a security deposit required?
A refundable security deposit is taken at the time of booking and returned after checkout, provided the apartment is left as found. The amount varies by length of stay: £250 for 1-29 nights, £450 for 30-90 nights, and £650 for 90+ nights.

Can I pay monthly for longer stays?
For stays of 30 nights or more, flexible monthly payment plans are available. Our reservations team can arrange this during the booking process.

Do you offer corporate or long-stay rates?
Yes. We work with businesses and agents on tailored rates for corporate and extended stays. Get in touch with our reservations team at [email protected] or +44 (0)20 3781 7999 to discuss requirements.

Can I get a VAT invoice?
Yes, you can request a VAT invoice upon departure.

What’s the maximum occupancy per apartment?
Studios accommodate 2 guests, one bedroom 2 guests, two bedrooms 4 guests, and three bedrooms 6 guests. An extra bed can be provided at an additional cost.

What is the cancellation policy?

Cancellation terms vary by length of stay. Full details are outlined in our Terms and Conditions.

Can I extend my stay?

Subject to availability, extensions are always welcome. If the same apartment isn’t available for the additional period, we’ll find a suitable alternative and handle the transition smoothly.

Can I amend my booking?

Contact our reservations team as early as possible and we’ll do our best to accommodate any changes.

What are the check-in and check-out times?

Check-in is from 3:00pm. Check-out is by 10:00am.

Can I check in early or check out late?

We’ll always try to accommodate where we can, subject to availability. Let us know in advance and we’ll confirm closer to the time.

Is luggage storage available?

A secure luggage storage room is available at reception, before check-in and after check-out.

Is there outdoor space?

All apartments feature at least one private balcony. The building is also steps from the Regent’s Canal towpath and within easy reach of Regent’s Park – plenty of open space right on the doorstep.

What is included in the rate?

All rates include private Wi-Fi, utilities, and Sky TV. Apartments come fully furnished – linen, towels, and kitchen essentials are all provided.

Is there a kitchen in the apartment?

Every apartment has a fully equipped kitchen with an oven, hob, fridge-freezer, microwave, kettle, toaster, and coffee machine.

Can I request a specific floor, view, or apartment layout?

We’re unable to guarantee specific requests but will do our best to accommodate where possible.

Do you offer accessibility-friendly apartments?

We have step-free access to the building and apartments, but we don’t currently offer fully accessible apartments.

What is the Wi-Fi speed?

High-speed private Wi-Fi is provided in every apartment with a secure connection.

Are additional bedding or sofa beds available?

Extra beds or sofa bed arrangements are available at £33.60 per bed, per night.

Can I stream my own content on the TV?

Not yet, but we’re working on adding this feature soon.

Is there air-conditioning or heating control in the apartment?

All apartments have comfort cooling and individual heating controls.

Do you provide toiletries and are they replenished?

We provide toiletries when you arrive. Our weekly housekeeping service includes fresh kitchen towels, rubbish bags, dishwasher tablets, and toilet paper, but toiletries aren’t replenished during your stay.

Do you provide starter kits (tea, coffee, cleaning supplies, detergent)?

Yes, all apartments include starter essentials, which are sourced from local suppliers in eco-friendly packaging.

Do the apartments have a washing machine?

All apartments have a washing machine/ dryer.

How often is housekeeping provided?

Housekeeping is provided weekly. Additional cleaning can be arranged on request.

Is there information available in the apartment?

Every apartment has a tablet with full details on apartment amenities and the local area. Guests can also use it to contact reception directly.

Is there storage available for long-term guests?

Our apartments have generous storage space designed for longer stays.

Is there 24/7 maintenance support?

Yes, maintenance support is available around the clock.

Is the building secure?

The building operates 24-hour reception with secure key card access throughout.

Is there anything for children?

Yes. STAY Camden is well set up for younger guests. Cots, highchairs, and twin beds are available on request, subject to availability. The team is happy to help arrange anything else needed ahead of arrival.

Is there a reception?

Yes. The front desk team is available from 8am – 8pm around to assist with your requirements throughout the stay. The reception is manned by security from 8pm-8am. Someone is always present.

Is there a gym on-site?

Yes. All guests have access to the on-site gym, including complimentary weekly strength classes run in partnership with Guardians Studios. Sign up at reception one week in advance.

Is there a workspace or co-working space available?

LABS Hawley Lock is accessible directly through main reception. As a STAY guest, discounted rates apply on day passes, roaming memberships, and meeting rooms.

Is breakfast available?

Breakfast is served at Corretto by the Canal, our partner restaurant located within the same building. Open daily from 8:30am to 11am, the à la carte menu spans Italian classics, freshly baked pastries, vegan options, and kids’ meals. Breakfast can be included as part of the rate or added at any point during the stay – contact our reservations team to arrange.

Is parking available?

STAY Camden is a car-free site. The building is well connected by public transport, with Camden Town and Chalk Farm stations within a five-minute walk and easy access to King’s Cross, St Pancras, Euston, and all major London airports. Complimentary on-site bike storage is available.

Can I have visitors?

Day visitors are welcome. Overnight guests can be accommodated with advance notice from our team, subject to apartment occupancy limits.

Are pets welcome?

STAY Camden is pet-friendly. Dogs and cats are welcome and will find a bed, bowl, and treats on arrival. A charge of £7.20 per night applies, along with a refundable deposit. For pet-friendly spots in the area, explore our dog-friendly guide. You can also view our pet policy here.

What are the nearest transport links?

STAY Camden is well connected. Camden Town and Chalk Farm tube stations are a five-minute walk, with direct links across the city. King’s Cross, St Pancras International, and Euston are all within 15 minutes, giving easy access to Eurostar and national rail services. Heathrow, Gatwick, Stansted, and London City Airport are all reachable within the hour.

What is nearby?

STAY Camden sits within Hawley Wharf, steps from Camden Market and the Regent’s Canal. Regent’s Park and London Zoo are close by, and Camden Town and Chalk Farm stations provide easy access to the rest of the city. For a full rundown of the area, explore our neighbourhood guide.

Are there dining options close by?

Hawley Wharf and Camden Market offer a wide range of restaurants, cafés, and street food to suit a variety of dietary requirements. Explore our neighbourhood guide for local recommendations, or our dog-friendly guide for pet-friendly spots nearby.

Are you a sustainable business?

Sustainability is central to everything at STAY Camden. From recycled materials in the apartments to a car-free site and on-site bike storage, the building has been designed with environmental responsibility in mind. STAY has held a Green Tourism Gold Award every year since 2022. To find out more, visit our green page.

Do you host events for residents?

Residents’ events are held throughout the year – a chance to meet fellow guests and build community within the building. Complimentary weekly strength classes also run in the on-site gym, in partnership with Guardians Studios. Sign up at reception one week in advance.

How do I contact the team?

The front desk team is available around the clock. For bookings and general enquiries, contact [email protected] or +44 (0)20 3781 7999, or visit stay.com.