FAQs

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 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 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 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 https://www.londoncityairport.com/getting-here/to-and-from-airport.

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 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.

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

All of our rooms are en-suite. All bathrooms come equipped with a bath and a shower, except some rooms at the President, Tavistock and Royal National Hotels which contain a shower only.

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 free of charge, subject to availability via our Central Reservations Department.

Email: info@imperialhotels.co.uk
Telephone: +44 (0)207 278 7871

Are disabled rooms available at all of your hotels?

Disabled rooms are available at all of our hotels; please contact the Central Reservations Department directly for further details prior to booking online.

Email: info@imperialhotels.co.uk
Telephone: +44 (0)207 278 7871

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 (except at the Royal National hotel where they are available from the Concierge desk) for a small refundable deposit. Universal adaptors are also available on request, for a small refundable deposit. Please note, hairdryers and adaptors are subject to availability.

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 at the Royal National where an iron and ironing board can be requested from the Housekeeping department.
Rooms on the third floor of the Bedford Hotel have a trouser press.

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

Roll-away beds are available at an additional cost (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. Please contact our Central Reservations Department to book.

Email: info@imperialhotels.co.uk
Telephone: +44 (0)207 278 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. 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 and Royal National Hotel.

Are the bedrooms in all of your hotels air-conditioned?

We do not have air conditioning in any of our hotel bedrooms, except at our Morton Hotel.

How can I amend a reservation?

To amend an online reservation please contact our Reservations team on +44 20 7278 7871 or email info@imperialhotels.co.uk.

How can I cancel a reservation?

To cancel a reservation, please visit the 'Cancel' section on our website side menu. Select the hotel you have booked from the drop down menu and submit the cancellation form.

What is your FREE 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.

Is there car parking available at all of your hotels?

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

Car Park Height Restrictions

Royal National Car Park - Cars up to 1.88m

2 HRS - £5
3 HRS - £7
4 HRS - £9
6 HRS - £12
10 HRS - £14
12 HRS - £16 
24 HRS - £18 
Season ticket 3 months £650 + VAT

Royal National Car Park - Commercial vans up to 3.3m

4 HRS -  £16
6 HRS -  £21
9 HRS -  £25
12 HRS – £27
24 HRS -  £31
Season ticket 3 months £980 + VAT

Imperial/President Car Park - Cars up to 1.98m

2 HRS - £5
3 HRS - £7
4 HRS - £9
6 HRS - £13
10 HRS - £15
12 HRS - £17
24 HRS - £19
Season ticket 3 months £700 + VAT

For more information please email: info@imperialhotels.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’.

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.

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.

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 free of charge, subject to availability. Baby cots can be added to all room types except single rooms. 

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 £24.00 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 £24.00 per night.

Please email info@imperialhotels.co.uk if you would like to add a baby cot or extra bed to your booking.

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 is a £15 daily charge if you drive within the congestion charge zone between 07:00 and 22:00 everyday, except Christmas day (25 December).

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

What measures have been implemented in response to Covid-19, and to comply with the government’s guidance on managing the risk of Covid-19?

Our high standards of cleanliness have been raised further, and hotel teams are committed to enhancing operations to keep guests safe and reassured. The following hygiene measures have been taken across all our hotels:

  • Enhanced our existing Health and safety policies, cleaning methods and standard operating procedures.
  • Undertaking regular training relating to Covid-19 control measures and ways to maintain social distancing.
  • We have put measures in place to maintain social distancing including all relevant signage, one-way systems and protective screens where appropriate.
  • We provide hand sanitisers in our public areas.
  • We provide all of our team with personal protective clothing including face masks where necessary.
  • Enhanced cleaning protocols and Covid-19 specific SOPs to ensure regular cleaning of all areas and high contact points. Using products that are proven to be effective against Covid-19.
  • Introduced a cashless approach including express check-in and check-out on our hotel app including a digital key to access your bedroom where possible.
  • Operating a substantial boxed breakfast with safe and convenient collection.
  • Introduced a food ordering app enabling you to order ahead for pick up at one of our restaurants or delivery for hotel in-room dining.
  • Keeping our team up to date on the current advice offered by Public Health.

Please note, from 8th August 2020 face coverings are a mandatory government requirement in internal public areas of our hotels, excluding when sitting in the restaurants or bars.

Should a case of Coronavirus be confirmed in any of our hotels, we are fully prepared to act swiftly and will follow the necessary actions as set out by Public Health England.

Click here for details of the UK Government public information campaign.
For more information on our response to Covid-19 click here.

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, excluding bank holidays. For group enquiries please email groups@imperialhotels.co.uk.

Are safety deposit boxes available at all of your hotels?

Please contact Reception at your chosen hotel directly, for information relating to the safety deposit boxes at each hotel.

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.

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, except at the Morton. A continental breakfast is available at the Morton Hotel and can be added to your booking at a cost of £7.50 per adult and £5.50 per child under 12 years of age, per night.

Breakfast is served between 07:00 and 10:00 Monday to Saturday, and between 07:30 and 10:30 on Sundays and Bank Holidays at the Imperial, President, Bedford, Tavistock and Morton Hotel. Breakfast at the Royal National Hotel is served between 6:30 and 10:30 Monday to Sunday.

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 wireless internet available at all of your hotels?

Wireless internet is available in all bedrooms free of charge.

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.

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.

Are pets permitted in any of your hotels?

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

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 Bedford and Imperial Hotels)

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 Hotel)

Junior Suite: 2 people (available at the Bedford 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.

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.

What is the best way to travel around London?

The cheapest and easiest way to travel around London without restrictions is by using a contactless card or mobile device for adult rate pay as you go travel on all Transport for London transport services.

If your bank card shows the contactless payment symbol, you can use it to pay as you go straight away. You'll pay an adult rate fare. Many contactless cards issued outside the UK can be used to pay as you go for travel (overseas transaction fees may apply). Using a mobile payment to pay as you go is the same as using a contactless card. You can make mobile payments with devices such as phones, watches, key fobs, stickers or wristbands. For more information visit: https://tfl.gov.uk/fares/how-to-pay-and-where-to-buy-tickets-and-oyster/pay-as-you-go/contactless-and-mobile-pay-as-you-go

Alternatively you can purchase an ‘Oyster Card’ to pay for your travel.
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.

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.

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.

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 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 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.

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.

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.

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.

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.

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 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.

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.

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 - no hidden charges or nasty surprises.

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.

When will my time run out?

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

Imperial London Hotels London frequently asked questions.