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    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: https://tfl.gov.uk/plan-a-journey or http://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. Please be advised that the fastest way to get to Russell Square from Gatwick Airport is by train.

    The Thameslink train runs between the Gatwick Airport and Kings Cross St Pancras Station. This service runs also overnight. At Kings Cross St Pancras take the London Underground Piccadilly Line to Russell Square. For more information please visit: https://www.thameslinkrailway.com/destinations-and-offers/airport-travel/gatwick-airport.

    The Gatwick Express will take you to Victoria Station. The trains run up to 4 times an hour from early in the morning until late at night and the journey time is approximately 30 minutes. To see the exact departure and arrival times, please visit: https://www.gatwickexpress.com/travel-information/plan-your-journey/timetables. At Victoria Station take the Underground to Green Park (Victoria Line). At Green Park change to the Piccadilly Line for Russell Square.

    For more information please visit: https://www.gatwickairport.com/to-and-from/ or https://tfl.gov.uk/plan-a-journey/.

    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 04:10 and 23:25. 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: https://tfl.gov.uk/plan-a-journey/  or http://www.stanstedairport.com/transport-and-directions/stansted-to-central-london.

    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: https://tfl.gov.uk/plan-a-journey/  or http://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: https://tfl.gov.uk/plan-a-journey/  or http://www.londoncityairport.com/visitingtheairport/page/publictransport.

    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 the Central Reservation Department directly for further details prior to booking online.

    Email: info@imperialhotels.co.uk
    Telephone: 0207 278 7871

    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 adaptors 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 adaptors 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 roll-away beds available at all of your hotels?

    Roll-away beds are available at a cost of £23.00 per night (for under 16s only) in Twin rooms at the Bedford, Imperial and President hotel or in a Triple room at the Royal National Hotel. A limit of one roll-away bed per standard room applies.

    Are baby cots available at all of your hotels?

    Baby cots, which are suitable for infants under 2 years of age (weighing up to 15kg) can be booked online free of charge, subject to availability.

    Cancellation policy

    What is your full cancellation policy?

    Reservations can be cancelled or amended free of charge up to 24 hours before 11:00 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.

    Please note, our ‘Special Offers’ are subject to their own specific Terms & Conditions and therefor the cancellation policy for these special offers may differ to that stated above. Please check the offer Terms & Conditions before booking.

    How can I amend a reservation?

    To amend an online reservation please login to your account and go to: ‘My Account’, ‘My Bookings’ and select the booking you wish to modify. Once the booking is open, click ‘Change Booking’ to begin the modification process. Please note, if you wish to change any of the guest names please respond to the confirmation email you received with the updated names or send us an email at info@imperialhotels.co.uk from the email address used for login when making the reservation. If you wish to change the hotel you are staying at, then you will be required to make a new reservation and cancel the original one. Once your new reservation has been confirmed, please cancel your original booking via your account.

    How can I cancel a reservation?

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

    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 and Tavistock can park in the nearby Royal National hotel.

    Find out more about our car park tariffs by visiting: http://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.

    Check In / Out

    What time am I able to check in?

    You can check in any time after 14:00.

    What time should I check out by?

    You should check out any time before 11:00.

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

    Please be advised our standard check-in time is any time after 14:00. To guarantee an early check-in, it is necessary to book the previous night. If rooms are available prior to check-in time, an early check-in may be possible. You are welcome to leave your luggage free of charge in our luggage store prior to your check-in.

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

    Should you wish to retain your room after 11:00, 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 18:00, the full price of the room after 18:00.

    Children/Extra Beds

    Are baby cots available at all of your hotels?

    Baby cots, which are suitable for infants under 2 years of age (weighing up to 15kg) can be booked online free of charge, subject to availability.

    Are extra beds available at all of your hotels?

    An additional roll-away bed can also be arranged for a child under 16 years of age sharing a Twin room in the Bedford, Imperial and President Hotel or a Triple room at the Royal National Hotel. Roll-away beds are subject to availability and incur an additional charge of £23.00 per night. A limit of one roll-away bed per standard room applies.

    Are sofa beds available at all of your hotels?

    Sofa Beds which can be used for children and adults are only available in the Imperial Hotel and Bedford Hotel Executive Rooms for an additional charge of £23.00 per night.

    Congestion Charge

    Will London's Congestion Charge/Emissions Surcharge 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 07:00 and 18:00, Monday to Friday (except on Bank Holidays).

    Find out more by visiting: https://tfl.gov.uk/modes/driving/congestion-charge

    The hotels are also within The T-Charge Zone (officially known as the Emissions Surcharge) which costs £10.00 per day. You will also have to pay the £11.50 per day Congestion Charge.

    To check if you have to pay T-Charge please visit https://tfl.gov.uk/modes/driving/emissions-surcharge/emissions-surcharge-checker  

    For more information, please visit: http://www.tfl.gov.uk/modes/driving/emissions-surcharge

    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 create a new account when making your next booking.

    Foreign Currency

    What is the Best Rate Guarantee?

    Imperial London Hotels provides a choice of currencies for the convenience of our guests paying with non-UK cards backed by a Best Rate Guarantee.

    The rate shown is provided by U.S Bancorp. As with any Bank or Currency Exchange service there is a charge, the rate shown includes a 2.5% charge. The amount shown is the final amount you will pay.

    If you subsequently find that you would have paid less on the same day with your own card issuer, any difference will be refunded by our payment provider—Elavon. For more information, full guarantee terms, or to make a claim please click here.

    Group Bookings

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

    For bookings of more than 9 guests at a time, please complete our group bookings enquiry form here or contact the Group Reservations Department on: +44 (0)20 7837 3249. 

    Please note that department opening hours are between 09:00 and 17:30, Monday to Friday only. For group enquiries please email groups@imperialhotels.co.uk.

    Health Club

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

    The health club is open for adults between 06:00 and 21:30 from Monday to Friday, and between 09:30 and 18:00 on weekends.

    Children are welcome between 15:15 and 17:15 on Thursdays, Saturdays and Sundays.

    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.

    Hotel Facilities

    Is wireless internet available at all of your hotels?

    Wireless internet is available in all bedrooms free of charge except at the County Hotel where it is available only in the lobby.

    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. Please note, this excludes our 'Room Only Rate' available at the Royal National Hotel.

    Breakfast is served between 07:00 and 10:00 Monday to Saturday, and between 07:30 and 10:30 on Sundays and Bank Holidays. Breakfast is served in the hotel you are staying in. Should you wish to enjoy breakfast in one of our other restaurants this will be at an additional charge.

    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 an additional £1.50.

    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.

    Luggage room

    Will there be a luggage room at the hotel?

    A luggage room is available at all of our hotels, please contact the porter’s 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.

    Password Reset

    I want to change my password.

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

    2. Hover over ‘My Account’ and click ‘Change Password’ in the drop-down menu. 

    3. Fill in and submit the form.

    I have forgotten my password.

    1. Click the ‘Login’ button at the top right of the screen. 

    2. Click the ‘Forgotten your password?’ link.

    3. Fill in and submit the form.

    Pets

    Are pets permitted in any of your hotels?

    Pets are not permitted in any of our hotels, with the exception of certified assistance animals.

    Room Capacities

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

    Single: 1 person

    Double and Twin: 2 people

    Executive Double: 2 people (available at the Imperial Hotel)

    Executive Twin: 2 people (available at the Bedford and Imperial Hotels)

    Triple: 3 people (available at the Imperial, Royal National and Tavistock Hotels)

    Family: 3 people (available at the Imperial, Royal National and Tavistock Hotels)

    Quad: 4 people (available at the Tavistock Hotels)

    Junior Suite: 2 people (available at the Bedford Hotels)

    Bunk: 2 people (available at the County Hotel)

    Please note: some of our rooms can also accommodate a baby-cot, extra-bed or sofa-bed. See the Children / Extra-beds section for more details.

    Smoking Policy

    Is smoking permitted in any of your hotels?

    Smoking (including electronic cigarettes) 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.

    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 for the rest of that day.  For more information, visit: https://tfl.gov.uk/fares-and-payments/ or https://tfl.gov.uk/travel-information/visiting-london/visitor-oyster-card.

    Wi-Fi

    What do I need to access the Wi-Fi?

    Our system supports most Wi-Fi enabled mobile devices and laptops—just ensure your Wi-Fi is switched on.

    How do I connect to the Wi-Fi?

    Turn your mobile device on and make sure the Wi-Fi is switched on.

    The Imperial London Hotels network is displayed as your hotel name (e.g. President Hotel) on your list of available networks. Select this network and launch your internet browser. At this point you will be directed to the landing page where you can log on to the service. To log on you will need to enter your last name and room number.

    Once you submit your details your Wi-Fi connection will begin and you will stay connected for the duration of your stay.

    How do I connect another device?

    To connect another device simply repeat the steps you took when connecting your first device. Select the network (your hotel name) from the available list of networks and launch your internet browser. Then enter your last name and room number. When you submit your details you will be connected to the Premium Wi-Fi service.

    How many devices can I connect to the Wi-Fi?

    A maximum of four devices per room can be connected to the Free Premium Wi-Fi service.

    I can see the network, but I can’t connect. What’s happening?

    It may be device specific; please try forgetting the network, turning Wi-Fi off and on, or rebooting your device. There may also be interference with the Wi-Fi signal. Please try moving to a different location and trying again.

    My wireless connection is enabled, but I cannot find the network. What can I do?

    Make sure that you have your wireless antenna turned on. Then check that the issue isn’t to do with a weak signal. Most smartphones have much smaller Wi-Fi antennas than their laptop alternatives; you may find the issue is because your device can’t find the signal. Try checking the signal on another device with Wi-Fi, or try moving to another area.

    I’ve got a security issue message, what should I do?

    When connecting to our Wi-Fi service, some browsers may be set up with a higher than normal security setting and this causes the browser to display a security message about unsecured networks. This is normal, you can accept the message and continue as normal.

    My connection keeps dropping out. Can this be resolved?

    Some devices will automatically disconnect from the wireless network when they are not used for an extended length of time. There may also be interference with the Wi-Fi signal, please move to a different location and try again.

    What speeds will I get from the service?

    You can expect speeds of 4mbps. However, due to the nature of mobile connections the speed will fluctuate depending on peak times and the number of users on the service.

    How secure is the network?

    All practical safeguards have been implemented in the hotel, with 256-bit SSL encryption to secure your data. Although the network is an open network it should not be possible for other users to gain unauthorised access to your computer. Always ensure that you are connected to the right network. We also recommend that you have up-to-date firewall and antivirus software.

    What happens if I lose connection during my session? Will I be able to resume?

    Yes, you will be able to resume your session. Just go back to the portal and enter your last name and room number again.

    Your landing page does not appear automatically when I open my web browser. What do I do?

    Follow the correct URL for your hotel from the list below:

    https://portal.danmagi.com/the_imperial_hotel
    https://portal.danmagi.com/the_bedford_hotel
    https://portal.danmagi.com/the_president_hotel
    https://portal.danmagi.com/the_royalnational_hotel
    https://portal.danmagi.com/the_tavistock_hotel
    https://portal.danmagi.com/the_morton_hotel

    What can I surf?

    You can access most websites including your emails, social networks and video streaming sites (such as Netflix)—so you can browse till your heart’s content, 24/7!

    What kind of Wi-Fi is Imperial London Hotels offering?

    Our Wi-Fi is provided by the leading global supplier for cloud-centric HSIA (high speed internet access).

    It’s a fast, premium service and it’s free with all bookings (excluding the County Hotel) - no hidden charges or nasty surprises.

    Are there any limits on the size of file I can download or send by email?

    No—we do not restrict the size of files available to you on the internet.

    When will my time run out?

    Your access to our Wi-Fi service ends when you check-out.

    Can I use a VPN through the Imperial London Hotels network?

    Yes, our network allows for a VPN to be set up. If you are unable to get your VPN working, then please contact your personal/corporate IT that provides the VPN access for support.

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