Guest help
Staying with us? Start here
This page is for the person actually staying, rather than the person who booked it. Arrival, settling in, what to do when something is not right, and how a stay ends.
Two sets of hours matter here, and they are not the same thing. The office is open Monday to Friday, 9am to 5pm, for anything to do with the booking itself. The support line is answered 24 hours a day, for anything that is wrong where you are staying.
Your arrival details, including where to go and how to get in, were sent to you before check-in. They are not published here. If you cannot find them, ring and we will send them again.
If you need somebody now
Answered 24 hours a day for anything wrong during a stay. Ring it rather than waiting for the morning.
Not urgent? Email hello@nextmovestays.co.uk and we will pick it up in office hours, Monday to Friday, 9am to 5pm.
In a genuine emergency, call 999 first. Tell us straight afterwards.
Before you arrive
Most arrivals go smoothly. The ones that do not usually come down to something nobody mentioned in advance.
What you will be sent
- Where to go, and how to get in when you arrive
- Who to contact, and the number to use at any hour
- Anything specific to the place you are staying in
It comes to you before you travel. If you cannot find it, or it has not arrived and you are setting off, ring us and we will send it again.
What to tell us in advance
- If you are arriving late, or much earlier than planned
- What you are driving, so parking is sorted for the right vehicle
- Any accessibility need, so we can check the place actually works for you
Parking varies from property to property, so it is confirmed in your arrival details rather than assumed. Tell us early and it is a five minute job; tell us on the day and it might not be.
What you do not need to bring
- Bedding and towels, which are prepared before you arrive
- Kitchen equipment, pans, plates and the rest of it
- Anything to get online, or to set up utilities
It is furnished and equipped for living in rather than for a night or two. If something you expected to be there is not, that is worth a phone call rather than a trip to the shops.
The first few days
Settling in
A working stay is not a holiday and it is not a hotel. These are the things guests most often wish they had asked about in the first week.
Wi-Fi, heating and hot water
The details you need are in your arrival information. Heating controls differ from one property to the next, so if you cannot work out how to get the hot water on, ring and ask rather than putting up with a cold shower for a week.
The kitchen and the laundry
Both are there to be used properly, which is most of the reason this beats a hotel for a longer stay. If something is missing or has stopped working, tell us. Guests routinely work around a broken appliance for a fortnight and only mention it on the way out.
Bins, recycling and neighbours
Collection days are local and they are in your arrival information. Where the property has neighbours, they usually live there permanently, so the ordinary courtesies apply, particularly late at night and particularly if there are several of you.
If you are not sure about something
Ask. That is genuinely what the number is for, and it is a great deal easier to sort out a question in week one than a fortnight of quiet frustration in week three.
If something is not right
A boiler that has stopped, a lock that sticks, an appliance that has given up. It happens, and this is what to do about it.
1
Tell us once
Ring 01733 964574. The support line is answered 24 hours a day, so a problem at midnight is a problem you can report at midnight. You do not need to go through whoever booked the stay first, and you do not need to wait until the morning.
2
We take it from there
Including chasing whoever actually has to do the work. You are not asked to arrange a contractor, negotiate with a landlord or keep track of who said what. That part is ours.
3
We keep you told
You get updated, and so does whoever booked the stay where it matters to them. You should not have to ring us back to find out what is happening.
One thing we will not do is tell you how long a repair takes. That depends on the property and on whoever has to carry out the work, and a number invented to make you feel better is worth nothing at nine the next morning. What you will get is somebody chasing it who is not you, and an honest answer about where it has got to.
If it is a genuine emergency, a fire, a gas smell, a medical emergency or anything involving your safety, call 999 first and tell us straight afterwards. Do not wait to ring us before ringing them.
Changing your dates, and checking out
Projects overrun and plans change. Extensions are completely normal and they are much easier the earlier we know, because the alternative is finding out in the last week that the place is taken.
If your employer booked the stay, changes to dates go through them, and we will speak to them directly. That is deliberate: it means nobody accidentally commits their company to another month over the phone.
Tell us either way, as early as you can. Even a rough heads-up that it might run over is more useful than certainty a week out.
On the day you leave
- Follow the checkout instructions in your arrival information
- Leave the property secure, and leave keys where you were asked to
- Have a look for chargers, documents and anything in the washing machine
- Tell us if anything got damaged
That last one matters more than people expect. Accidents happen on long stays and they are far easier to deal with on the day than as a surprise a week later.
Two things worth reading
If you are new to Peterborough, our guide to staying here for work covers getting around, where to stock up and what to do with the weekends.
If the question is really about the booking rather than the stay, it is probably answered on the FAQs page, which is written for whoever arranged it.
And if you cannot find what you need on either, just ring. That is quicker than reading.