Far superior in every single way.

YOUR SANCTUM

Terms and Conditions.

1. Reservations

a.) All reservations can be made by telephone on +44 (0)207 483 7100, by email on reception@sanctum.london or online at www.sanctum.london. 

2. Cancellation Policy / Amendments

a.) All reservations are non-refundable/non-amendable & non-cancellable. No refunds are issued for shortening/amending or cancelling of any confirmed booking.

b.) Any date amendments must be requested in writing, and Sanctum has no obligation to accept your request. Based on availability, date amendments will result in a 50 % service charge for the full amount of the original booking made and nightly rate subject to increase.

c.) All reservations are non-refundable however guest may request in writing to cancel the booking and request for Sanctum London to re-let the apartment. If Sanctum London is successful in re-letting the apartment, a credit note valued for the amount of the original booking less 50 % service charge for management fee will be issued. This credit note will be valid for a limited period and can be used based on availability for a future stay at Sanctum London. This does not apply to any 3rd party bookings and Sanctum has no obligation to accept.

d.) In the event that we are unable to offer you the apartment type booked in your reservation confirmation due to unforeseen circumstances or human error we will seek to accommodate you in an equal or higher category apartment.

3. Payment Policy

a.) We require full payment upfront to confirm any reservations or services provided by Sanctum London.

b.) We can accept all major credit cards (Visa, Mastercard, American Express). Sanctum London will provide a secure link for advanced card payments. You may also pay by bank transfer or by cash.

c.) Your credit/debit card used to settle the payment for the booking must be presented upon arrival with a valid ID matching the credit/debit card used for the booking or else we would have to request alternative payment upon check in.

d.) All payments made to Sanctum London will appear as Castle Trading Ltd. on your bank statement.

4. Performance Deposit

a.) On arrival you will be required to pay either a £500, £1000 or £2000 performance deposit (depending on the size of the apartment booked) for any incidental/accidental damages to the apartment. You can either provide this by cash or credit/debit card. Please refer to your guest directory book which indicates your inventory check-list in your apartment. Please report any discrepancies immediately or it will be assumed that you agree with your inventory checklist. Provided no lasting damage and all bills are settled, full refund of your performance deposit will be made on the day of your departure. For all pre-authorized credit/debit cards, please be advised it may take up to 30 working days to reflect into your account, and this is at your bank’s discretion.

b) Any damage payments exceeding the amount paid for the performance deposit will need to be settled on demand.

5. Check In Time

a.) Check in time is 3pm.

b.) To guarantee early check in any time before 3pm the previous night would need to be reserved. This is subject to availability.

c.) To ensure the comfort and privacy of all our guests, our communal waiting areas are designed for short waiting periods only. Guests arriving before the standard check-in time of 3pm are kindly asked to make alternative arrangements until their apartment is available. For your convenience, we are pleased to offer:

• Facilities for you to leave your luggage prior to check-in
• Recommendations for nearby cafés, lounges, or attractions to enjoy while you wait.

6. Check Out Time

a.) Check out time is 11am.

b.) To guarantee late check out any time after 11am the following night would need to be reserved. This is subject to availability.

7. On-site Gym

a.) Sanctum London does not accept any liability or responsibility for guests using this facility.

b.) Please see reception for opening/closing hours. (Regent’s Park only)

8. Pet Policy

a.) Sanctum London has a no pet policy.

9. Smoking Policy

a.) Sanctum London has a no smoking policy as per UK law.

b.) Any guest found smoking in the apartment will face an immediate £250 charge and up to a £5000 fine (repainting of walls, cleaning upholstery).

10. Electrical Appliances

a.) Any guest using their own electrical appliance (hairdryers, shavers, laptops, curlers, hair straighteners etc.) must use the appropriate adaptor. Non-UK plugs used without the appropriate adaptor can be a serious fire risk. All appliances to be switched off and stored safely when leaving the apartment.

11. Lost Property

a.) If our housekeeping team find any belongings in an apartment after check-out, they will be kept on site for a period of 48 hours only from your departure date. We will endeavour to contact you however if items are not claimed within 48 hours these will be disposed of accordingly.

12. Liability

a.) Sanctum London does not accept any liability for loss, theft or damage to any personal belongings or valuables unless lodged at reception for safe-keeping.

13. Visiting Hours

a.) To ensure all our guests can enjoy a pleasant and relaxing stay with us, parties and events are prohibited. Visitors are allowed in the building up until 10pm while respecting the maximum occupancy of the apartment booked. Any non-registered guest will not be authorized access after 10pm.

14. Apartment Keys

a.) As per policy, Sanctum London issues one key card per apartment. Additional key cards may be provided upon request, subject to availability. Please note that a £18 charge per key card will be applied if any key cards are not returned at check‑out or if a key card needs to be replaced during the stay.