Check-In / Check-Out

What time am I able to check-in?

You can check-in any time after 2pm (14h00).

What time should I check-out by?

You should check-out any time before 11am (11h00).

My flight arrives late in the evening; will it be possible to check-in late?

All of our hotels have staff on duty 24 hours a day therefore late arrival and check-in is absolutely fine.

My flight arrives early in the morning; will it be possible to check-in early?

To guarantee an early check-in, please arrange the day before by calling reception at your chosen hotel. All rooms subject to availability. If rooms are available earlier than 2pm (14h00), an early check-in may be possible without prior arrangement.

My flight leaves late in the day; will it be possible to check-out late?

Should you wish to retain your room after 11am (11h00), please arrange with reception at your chosen hotel. All rooms subject to availability.The following charges may apply: 50% of the price of the room before 6pm (18h00); the full price of the room after 6pm (18h00).

Existing Accounts

​What happened to my existing account from the previous Imperial London Hotels website?

Unfortunately we have been unable to migrate our existing guest accounts to the new website. Please would you therefore create a new account when making your next booking.

Hotel Facilities

Is wireless internet available at all of your hotels?

Wireless internet is available in all of our hotel lobbies, free of charge. Free internet access is also available in all rooms at the Imperial Hotel, the President Hotel and the Bedford Hotel.

Is breakfast included in the price of my room?

A full English breakfast is included in the price of a room at all of our hotels.

Breakfast is served between 7am (07h00) and 10am (10h00) Monday to Saturday, and between 7:30am (07h30) and 10:30am (10h30) on Sundays and Bank Holidays.

Is room service available at all of your hotels?

Room service is available for breakfast, lunch and evening meals at the Imperial Hotel, President Hotel, Bedford Hotel and Tavistock Hotel. Room service is also available at the Royal National Hotel, but for lunch and evening meals only. Room service costs £1.50 supplement.

Is a laundry service available at all of your hotels?

Laundry and dry-cleaning requests can be arranged with the Housekeeping Department at all of our hotels, with the exception of the County Hotel where they can be arranged through the Porter’s Desk.

Are safety deposit boxes available at all of your hotels?

Please contact Reception (or in the case of the County Hotel, the Porter’s Desk) at your chosen hotel directly, for information relating to the safety deposit boxes at each hotel.

Is there a business centre at any of your hotels?
Adjacent to the Royal National Hotel is Rex Lounge, where guests can email, fax and arrange DHL deliveries. Get in touch with the Rex Lounge directly for rates: +44 (0)20 7637 4545

Cancellation policy

What is your full cancellation policy?

Reservations can be cancelled or amended free of charge up to 24 hours before 11am (11h00) on the first day of your booking. If you cancel your reservation any later than that, you will be charged for the first night of your intended stay.

How can I amend a reservation?

To amend a reservation it is recommended that you select your new requirements and make a new booking. Once your new reservation has been confirmed then please cancel your original booking via your account. You will automatically receive a full refund for your old booking if cancelled up to 24 hours prior to 11.00am on the day of arrival.

How can I cancel a reservation?

To cancel a reservation, please access your account and cancel the reservation.

Luggage room

Will there be a luggage room at the hotel?

A luggage room is available at all of our hotels, please contact the porters desk.

How much does the luggage room cost to use?

It can be used by guests free of charge on the day they check-in. It costs guests £0.50 per suitcase to use on the day they check-out. Overnight storage during your stay costs £0.65 per suitcase per day.

Airport transfers

Can I arrange airport transfers at the hotel?

Airport transfers from the hotel to the airport can be arranged through the Concierge Desk at your chosen hotel. Please note these transfers are chargeable.

My flight lands at Heathrow Airport; what is the best way of getting to the hotel?

Russell Square Underground station is within walking distance of all of our hotels. The best way of getting to Russell Square from Heathrow Airport is via the London Underground. The Piccadilly Line will take you directly from the airport to Russell Square. If you are travelling after midnight, you will need to find alternative transportation. For more information on the London Underground and other transport options, visit: www.tfl.gov.uk/journeyplanner or www.heathrowairport.com/transport-and-directions

My flight lands at Gatwick Airport; what is the best way of getting to the hotel? Russell Square is within walking distance of all of our hotels. The best way of getting to Russell Square from Gatwick Airport is by train. The quickest route is the First Capital Connect train that runs between the airport and Kings Cross St Pancras. At Kings Cross St Pancras, take the London Underground Piccadilly Line to Russell Square. Alternatively, the ‘Gatwick Express’ will take you directly from the airport to Victoria Station. Trains run every 15 minutes from 5:40am (05h40) to 12:50am (00h50) and hourly for the rest of the night. At Victoria Station, take the London Underground Victoria Line to Green Park, and then from Green Park take the Piccadilly Line to Russell Square. If you are travelling from Victoria Station to Russell Square after midnight, you will need to find alternative transportation. For more information on the London Underground and other transport options, visit: www.tfl.gov.uk/journeyplanner or www.gatwickairport.com/to-and-from/

My flight lands at Stansted Airport; what is the best way of getting to the hotel? Russell Square is within walking distance of all of our hotels. The best way of getting to Russell Square from Stansted Airport is by train. The ‘Stansted Express’ will take you directly from the airport to Liverpool Street Station. Trains run between 4:10am (04h10) and 11:25pm (23h25). At Liverpool Street, take the London Underground Central Line to Holborn, and then from Holborn take the Piccadilly Line to Russell Square. If you are travelling from Liverpool Street to Russell Square after midnight, you will need to find alternative transportation. For more information on the London Underground and other transport options, visit: www.tfl.gov.uk/journeyplanner or www.stanstedairport.com/transport-and-directions

My flight lands at Luton Airport; what is the best way of getting to the hotel? Russell Square is within walking distance of all of our hotels. The best way of getting to Russell Square from Luton Airport is by train. Take the Shuttle Bus from outside the airport to Luton Airport Parkway Station, before taking a southbound First Capital Connect train to St Pancras International Station. Trains run through the night. At St Pancras International, take the London Underground Piccadilly Line to Russell Square. If you are travelling from St Pancras International to Russell Square after midnight, you will need to find alternative transportation. For more information on the London Underground and other transport options, visit: www.tfl.gov.uk/journeyplanner or www.london-luton.co.uk/en/airport/

My flight lands at London City Airport; what is the best way of getting to the hotel? Russell Square is within walking distance of all of our hotels. The best way of getting to Russell Square from London City Airport is via the Docklands Light Railway (DLR) and the London Underground. Take the DLR from the airport to Bank Station. Then take the London Underground Central Line to Holborn, and then from Holborn take the Piccadilly Line to Russell Square. If you are travelling from London City Airport to Russell Square after midnight, you will need to find alternative transportation. For more information on the London Underground and other transport options, visit: www.tfl.gov.uk/journeyplanner or www.londoncityairport.com/visitingtheairport/page/publictransport

Transport

What is the best way to travel around London?

The cheapest and easiest way to travel around London without restrictions is to purchase an ‘Oyster Card’. Once you possess an Oyster Card, you can buy pay-as-you-go credit at shops and London Underground stations, which can be used on the London Underground, on buses, on the Docklands Light Railway (DLR), on trams and on some national rail services in and around London. Oyster fares are always cheaper than paying in cash or buying individual tickets, and a system of price ‘capping’ means that once you’ve made a certain number of journeys, travel is then free. So for example, once you’ve spent £8.90 on off-peak travel within Zones 1–6, all subsequent off-peak journeys within Zones 1–6 will be free when you use your Oyster Card. For more information, visit: www.tfl.gov.uk/tickets/14825.aspx

Car Parking

Is there car parking available at all of your hotels?

Car parks are available underneath all of our hotels except the County Hotel & Tavistock Hotel. Guests at the County & Tavistock can park in the nearby Royal National hotel.

Find out more about our car park tariffs by visiting: www.ccparking.co.uk
Disabled spaces are available within all of our car parks. Please note that all of our car parks fall within the Congestion Zone – see ‘Congestion Charge’, below.

Congestion Charge

Will London’s Congestion Charge apply if I drive to one of your hotels?

All of our hotels, and all of our car parks, fall within London’s Congestion Charging Zone. The Congestion Charge applies between 7am (07h00) and 6pm (18h00) Monday to Friday (except on Bank Holidays).

Find out more by visiting:www.tfl.gov.uk

Bedroom Facilities

Are all of the rooms in your hotels en-suite?

All of our rooms are en-suite except for the County Hotel where bathrooms are shared between four rooms – although there is a wash basin in every bedroom. All bathrooms come equipped with a bath and a shower, except some rooms at the President Hotel and the Tavistock Hotel which contain a shower only.

Are disabled rooms available at all of your hotels?

Disabled rooms are available at all of our hotels except the County; please contact your chosen hotel directly for further details.

Are tea- and coffee-making facilities, and shampoo and shower gel, available in every room?

A kettle, cup and saucer, and sachets of tea, coffee, milk and sugar are available in every one of our rooms, except rooms at the County Hotel. Shampoo and shower gel are provided in rooms at the Imperial Hotel, President Hotel and Bedford Hotel. They may be requested from the Housekeeping Department in the Tavistock Hotel.

Are hairdryers, universal adapters and fridges available at all of your hotels?

Some rooms come equipped with a hairdryer. Alternatively they can be borrowed from the Housekeeping Department at any one of our hotels for a small refundable deposit. Universal adapters are also available on request, for a small refundable deposit.

Fridges can be made available at all of our hotels if specially requested. Priority is given to the storage of medication.

Are ironing facilities available at all of your hotels?

An ironing room is available for use at all of our hotels except for the County Hotel, where ironing equipment can be borrowed from the Porter’s Desk and rooms on the third floor of the Bedford Hotel, which have a trouser press.

Are rollaway beds available at all of your hotels?
Rollaway beds are available at all of our hotels at a cost of £21 per night (for under 16’s only). A limit of one rollaway bed per standard room applies.

Pets

Are pets permitted in any of your hotels?

Pets are not permitted in any of our hotels, with the exception of certified service animals assisting disabled guests.

Smoking Policy

Is smoking permitted in any of your hotels?

Smoking is not permitted in the bedrooms or public areas of any of our hotels. Smoking is only permitted in the designated smoking areas.

A charge may be made where smoking has caused damage.

Health Club

What are the opening hours of the health club at the Royal National Hotel?

The health club is open between 6:30am (06h30) and 10pm (22h00) from Monday to Friday, and between 9:30am (09h30) and 6pm (18h00) at weekends.

Children are welcome between 9:30am (09h30) and 11:15am (11h15) on Tuesdays, between 3:20pm (15h20) and 5:15pm (17h15) on Thursdays, and between 3pm (15h00) and 5:30pm (17h30) on Saturdays.

How much does the health club at the Royal National Hotel cost to use?
The health club costs £10 for adults and £6 for children.

Group Bookings

Are group bookings conducted in a different way to regular bookings?

For bookings of more than 9 rooms or 9 guests at a time, please contact the Group Reservations Department on +44 (0)20 7837 3249. Please note that department opening hours are between 9am (09h00) and 5:30pm (17h30) from Monday to Friday only.
Alternatively, please send an email to: groups@imperialhotels.co.uk

Children/Extra Beds

What is the maximum number of guests allowed in a room?

Our rooms can accommodate the following numbers of guests:

Single: one person. Double and Twin: two people. Triple, available at the Royal National Hotel only: three people.

Cots, which are suitable for infants weighing up to 15kg, can be booked online, if the child is sharing its parents’ Double or Twin room and incur an additional charge. An additional rollaway bed can also be arranged for a child sharing its parents’ Double or Twin room in some of our hotels. Rollaway beds are subject to availability and incur an additional charge. See ‘Bedroom Facilities’ above for more details, and please contact our reservations department to confirm availability: info@imperialhotels.co.uk

Password Reset

I want to change my password…

1. Login to your account using the orange ‘Login’ link in the top right of the screen. If you are already logged in, this text will read ‘My Menu’

2. Hover over ‘My Menu’ to bring up the downtown containing ‘My Account’ - click on ‘My Account’

3. The third section on the page is ‘Change Password’ click on the ‘requesting a password reset’ orange text link.

4. Follow the instructions on the ‘Forgotten Password’ page. This page is also for changing your password.

I have forgotten my password…

1. Click the orange ‘Login’ link in the top right of the screen.

2. Click the ‘Forgotten your password’ orange text link at the bottom of the ‘Log In’ pop up

3. Follow the instructions on the ‘Forgotten Password’ page.

Log In

Have you booked with us before? Sign in to your account here.



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