Our apartments remain open and fully operational, working in line with UK government guidance. Read more... Our apartments remain open and fully operational - read more

Covid 19 : An assurance to our guests

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Covid 19 : An assurance to our guests


Operations update commencing 5th January 2021

In light of the UK government's national lockdown our 400+ apartments across London and South England remain open and fully operational for current guests and essential stays. We are working fully within the government guidelines.

Our weekly housekeeping and maintenance service will temporarily be put on hold during the lockdown period in order to keep our staff and guests safe. Instead, all our guests will receive a weekly, contact-free delivery of our Care Package comprising fresh linen, clean towels, toilet roll and bin bags.

Please see below, rules about overnight stays taken from the government website:


Staying away from home overnight

You cannot leave your home or the place where you are living for holidays or overnight stays unless you have a reasonable excuse for doing so. This means that holidays in the UK and abroad are not allowed.

This includes staying in a second home or caravan, if that is not your primary residence. This also includes staying with anyone who you don’t live with unless they’re in your support bubble.

You are allowed to stay overnight away from your home if you:

  • are visiting your support bubble
  • are unable to return to your main residence
  • need accommodation while moving house
  • need accommodation to attend a funeral or related commemorative event
  • require accommodation for work purposes or to provide voluntary services
  • are a child requiring accommodation for school or care
  • are homeless, seeking asylum, a vulnerable person seeking refuge, or if escaping harm (including domestic abuse)
  • are an elite athlete or their support staff or parent, if the athlete is under 18 and it is necessary to be outside of the home for training or competition


Our protocols to keep our guests and staff safe

For a lot of our guests, our apartments are their homes – even if only for a temporary period of time – so we understand that it is essential for us to make sure that all of our apartments remain a safe and functional environment for our guests to continue living in and also to support those in need of essential accommodation solutions.  

We are closely monitoring and following advice and guidance from the UK Government, health authorities and the World Health Organisation.

We have put extensive measures in place to provide a safe environment for all our guests and we are accredited by the CSC Covid-19 accreditation scheme. Our Stay Safe With Us programme offers a new elevation of cleanliness and hospitality behavioural standards in order to provide all our guests with an assurance of safety and security during their stay. Any Flying Butler member of staff that enters an apartment will be wearing the appropriate Personal Protective Equipment (PPE) and will endeavour to adhere to standard social distancing guidelines for both our guests’ safety and their own. Find out more here.

As ever, our 24-hour Guest Services number (+44 (0) 800 652 2552) is operational for our guests to contact us so we can help troubleshoot issues when and where necessary.

Guest form - In order to support the government's track and trace policy, all guests are now required to fill out a form prior to the release of Flying Butler Apartment check-in instructions. Track and trace is compulsory for all hospitality businesses but collecting this information going forward will also be crucial in ensuring a seamless, safe and secure stay for all our guests.

Quarantining - Again, with the safety of our staff and guests in mind, we have a strong policy in place adhering to the latest quarantining and isolation government policies. We ask guests to please visit the government website for the latest UK Covid-19 guidance and regulations and to follow these during their stay with us.

Flying Butler guest services will ask the below questions to all guests prior to arrival:

a.   Are you currently isolating?

b.   Are you a recent in-bound UK traveller with a 14-day quarantine in place? 

c.   Are you showing any symptoms of Covid-19 like high temperature, a continuous cough, loss or change to your sense of smell or taste?

We ask guests to report any symptoms, positive Covid-19 test results or track and trace isolation requests to guest services at any point during their stay.

In the case of an emergency such as a fire, water leak, lack of heating / hot water, the following processes will take place:

For guests isolating (due to Covid-19 symptoms, a positive test or being contacted by track and trace) - the guest will be moved to another suitable apartment and the previous unit will be closed for 72 hours before maintenance work is carried out.

For guests quarantining (without symptoms, a positive test or track and trace contact) - a member of staff will attend the property wearing appropriate PPE and request the guest to isolate in another room while works are carried out.

If you have any questions about any of the above please email the operations team and we can run through any of the finer details.

We’d like to take this opportunity to send best wishes to you and your families during these unprecedented times and if we can be of any assistance to help you through it, our team is always at the ready.

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