YOTEL

YOTEL Cabins

• What are the features of the premium cabins?
• What are the features of the standard cabins?
• Is there an iron or trouser press included in the cabins?
• Is there a hairdryer included in the cabins?
• How big are the beds? Is the bedding suitable for people who have allergies?
• Can you smoke in the YOTEL cabins?
• Is there air-conditioning in the cabins? Is this adjustable in each cabin?
• Will there be space for my luggage? Is there a limit on the size/amount of luggage I am allowed to bring in?
• Can I leave luggage somewhere before I check-in?
• Are the cabins sound-proofed?
• What is the maximum number of people allowed to stay in a cabin?
• Children in cabins – can they stay in the cabin or do I have to book separate cabins for them?
• Can I bring a pet with me?
• Is breakfast included? What is the breakfast?
• Will I be able to order any refreshments?
• Is there 24 hour cabin service?
• What technology is available in the cabins?
• What is available through the ETV?
• Which cabins are suitable for disabled access?
• Are you able to check live flight departure and arrival information from the YOTEL cabins?

Booking

• How do I book?
• Is there a customer services number I can call for help?
• What time slots are available? Will the system let me know if there is anything within +/- 3 hours of when I want to stay?
• Can I book more than one cabin at once?
• While making my booking, how long will the system reserve my cabin?
• Can I book on behalf of someone else?
• Can I book using a different credit card to the one I will check-in with?
• Which cards are accepted for bookings?
• When will my credit card be charged?
• Are there any special offers/off peak rates available?
• If my flight is delayed can I extend my cabin booking?
• When do I receive my e-mail confirmation?
• What is your cancellation policy?
• What happens if my flight is delayed and I miss my booking – will I still be charged?
• Can I book cabins next door to each other ?

Arrival and Check-In/Out

• What is the address for YOTEL?
• Once inside the airport how do I find YOTEL?
• What is the easiest way to travel to YOTEL?
• Upon arrival at YOTEL, how do I check-in?
• What if my credit card doesn’t work when I check in? Are there any staff available to help me?

Airport Security

• Will I have to have my bags security checked before I check-in to YOTEL?
• Will my YOTEL cabin be subject to security checks?
• What happens if there is a security alert at the airport – do we have to vacate the cabins? Will I be credited for the time lost?

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YOTEL Cabins

What are the features of the premium cabins?

Is there an iron or trouser press included in the cabins?
We won’t be offering a full pressing service but will have facilities available from the crew at The Galley for anyone desperate!

Is there a hairdryer included in the cabins?
While hairdryers are not included in the cabins, they will be available on request from the Galley at YOTEL.

How big are the beds? Is the bedding suitable for people who have allergies?
In the Premium cabins the double bed (2m x 1.3m) deploys to a couch arrangement – a hand layered organic coir, latex and lambswool mattress for the best sleep ever with percale cotton sheets pillows and duvet and a huge cushion for lounging.  

In the standard cabins the ‘cosy for two’ large single beds (2m x 1m) with full sitting height, have a hand layered organic coir, latex and lambswool mattress for the best sleep ever with percale cotton sheets pillows and duvet.

Both the premium and standard cabins have hand-made luxury foam mattresses (coir and latex).

All of the above are suitable for those with allergies - non feather pillows and duvets are available on request.

Can you smoke in the YOTEL cabins?
All of the YOTELs operate a no-smoking policy throughout the premises.

Is there air-conditioning in the cabins? Is this adjustable in each cabin?
There is a comfort-cooling system that ensures a comfortable temperature is maintained for YOTEL customers.

Will there be space for my luggage? Is there a limit on the size/amount of luggage I am allowed to bring in?
In the Standard cabin the fold out desk and stool, doubles for unpacking and there is overhead baggage stowage, suit bag hanging and storage areas for small pieces of ‘carry on’ luggage.

In the Premium cabin there is a retractable storage area underneath the bed for suitcases. There is also suit and dress hanging and storage for small pieces in the techno wall and next to the bed for ‘carry on’ luggage.

There is no limit on the amount of luggage customers are allowed to bring in. However, for comfort in the cabins, YOTEL recommends that customers with large amounts of baggage store non-essential items in the ‘left luggage’ area at Heathrow (approx. 100 metres from YOTEL) and Gatwick Airports (20 metres from YOTEL) inside the airport terminal. The rates at Left luggage start at £6 for 24 hours.

Can I leave luggage somewhere before I check-in?
There is no space at YOTEL to leave luggage before customers check-in to their YOTEL cabin. However, the left luggage area is just 20 metres from YOTEL at Gatwick Airport and approx. 100 metres from YOTEL at Heathrow. The rates start at £6 for 24 hours. Customers are also advised to find out if they are flying with an airline that offers 'night before' check-in so that they can check their bags in the night before flying.

Are the cabins sound-proofed?
YOTEL is sound-proofed to British Building regulations.

What is the maximum number of people allowed to stay in a cabin?
We would recommend no more than 2 adults in each cabin.

Children in cabins – can they stay in the cabin or do I have to book separate cabins for them?
Yes children are allowed to stay at YOTEL – all children under the age of 16 must be accompanied by an adult aged 18 or over. Children staying alone in YOTEL cabins is at the discretion of their parents. Our premium cabins have large double beds so it is possible to book a premium cabin if you have small children and wanted to share a cabin, we will leave that decision up to you.

Can I bring a pet with me?
With the exception of assistant dogs, no pets are allowed in YOTEL premises.

Is breakfast included? What is the breakfast?
Breakfast is not included in the standard prices - YOTEL offers a couple of options of a ‘fast’ breakfast ordered through the TV system. This will be delivered to your cabin at your selected time.

Will I be able to order any refreshments?
Snacks, club meals and refreshments can be ordered directly through the TV system , YOTEL aims to get it to deliver to cabins in 15 minutes. Most of the time there will be a crew member available in ‘The Galley’ kitchen near the entrance to the hotel, they can also input your order for you from there.

There are a choice of fair trade teas, coffees and hot chocolate. Also available are soft drinks, spirits, wine, beer and champagne.

Is there 24 hour cabin service?
Yes – and there are always crew available in The Galley area near the entrance to YOTEL.

What technology is available in the cabins?
TV and Radio:

• The TV and radio system instructions are available in more than 20 languages.
• It will also remember your favourite channels for you during your cabin stay.
• There are 60 free TV channels or listen to over 80 radio channels and a selection of blockbuster and classic movies. catch up with your favourite team and watch live sport on Sky Sports 1, 2 or 3
• For just £5 watch the latest or classic films

TV Internet, email and WiFi

• There is free WiFi and wired internet access so you can work, browse, listen or check in for your flight on line.
• Access the internet through the TV and access your personal e-mail accounts on TV e-mail.
• To use the YOTEL WiFi system - your PC will automatically locate YOTELs WiFi - simply enter the password on your cabin check in receipt to give you unlimited access during your stay.

What is available through the TV?
There are a range of services available through the TV, these include:

• Over 50 free of charge TV and radio channels.
• Jukebox with over 5000 music tracks
• Free internet access – customers can check-in online and monitor their flights
• Pay TV blockbuster movies on demand
• Food and drink ordering
• MUJI travel accessories
• Information/about YOTEL

Which cabins are suitable for disabled access?
YOTEL has a few cabins which are adapted for customers with accessibility requirements including wheelchairs. Please see www.YOTEL.com for more details or call Customer Service on +44 (0) 207 100 1100. If you have limited mobility be aware that there are steps into the Standard cabins and in some Standard cabins there is a step up into the bed.

Are you able to check live flight departure and arrival information from the YOTEL cabins?
Yes BAA.com via the internet access on TV.

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Booking

How do I book?
YOTEL recommends booking online:

Step1

For anyone who cannot access on line booking or doesn’t have an email address – there is a customer service number to call. Booking over the phone will cost £5 - there will be no further charge to cancel or amend the booking.

Is there a customer services number I can call for help?
Yes - +44 (0) 207 100 1100, this is open during normal office hours (9am- 5pm). Outside office hours this number will revert to a YOTEL site, where the staff will do their best to answer calls and deal with queries.

What time slots are available? Will the system let me know if there is anything within +/- 3 hours of when I want to stay?
Cabins can be booked on the hour or half hour for a minimum of four hours. There is no maximum stay. If your choice is not available, the system will show you alternative options that are the nearest to your chosen times and/or cabin type.

Can I book more than one cabin at once?
You can book up to 10 cabins in a single transaction for different names providing that the dates and times for each cabin are the same. Please see amendments and cancellations for different rules regarding booking for 5-10 cabins. Even If you reduce the number of cabins booked to less than 5, multi cabin booking and cancellation rules will still apply.

While making my booking, how long will the system reserve my cabin?
20 minutes before it times out

Can I book on behalf of someone else?
Yes you can, the system will ask you for the cabin occupant’s name. The confirmation details and booking reference will be sent to you and any changes, amendments or cancellations must be done by you.

Can I book using a different credit card to the one I will check-in with?
Yes you can. If you are booking and paying on behalf of someone else who will use the cabin they will need to have a debit or credit card if they wish to purchase any extras. We do not accept cash payments for cabins or extras.

You can pay at The Galley with your card if you don’t wish to authorise its use for extras on check in.

Which cards are accepted for bookings?
We accept Visa, Mastercard, Electron, Delta, Maestro, Solo and American Express. Debit cards can be used free of charge but credit cards will incur a charge of £3 or 1.9% of the transaction or whichever the greater. We do not accept cash payments for bookings.

When will my credit card be charged?
Immediately on completion of booking.

Are there any special offers/off peak rates available?
YOTEL offer great value rates at all times from £25

If my flight is delayed can I extend my cabin booking?
Yes providing there is capacity available – this can be done by the YOTEL team on site, via the internet or upon check-in at the kiosks. We recommend that you do this at the earliest opportunity to avoid disappointment.

When do I receive my e-mail confirmation?
Straight after booking – your confirmation will also automatically be texted to your mobile

What is your cancellation policy and where is it on the website?
You have the flexibility to amend or cancel your booking anytime up until 24 hours (72 hours in the case of multi cabin bookings) before your booked arrival time and your payment will be returned to you net of any card transaction fee you may have paid. Within 24 hours of your booked arrival time there is no refund for your booking. Please note that your booking will not have been deemed cancelled or amended unless you have received confirmation. Terms and conditions are available on YOTEL.com refunds, if they apply will only be credited to the original card the payment was made with.

What happens if my flight is delayed and I miss my booking – will I still be charged?
No refunds will be paid in the event of flight delays or disruption due to security alert or other force majeure. There may be other emergency/security situations where customers may be asked to evacuate their cabins, if for example the terminal buildings are closed for any other reason and there is no access to the YOTEL site.

Can I book cabins next door to each other ?
We cannot guarantee that your cabins will be adjacent to each other.

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Arrival and Check-In/Out

What is the address for YOTEL?
Gatwick:
YOTEL Gatwick South Terminal
Ground Floor
Arrivals Concourse
South Terminal
Gatwick Airport
West Sussex
RH6 0NP

Heathrow:
Yotel London Heathrow Airport
Arrivals Mezzanine Landside
Terminal 4
London Heathrow Airport
Hounslow
Middlesex
TW6 3AF

Once inside the airport how do I find YOTEL?

GATWICK:

YOTEL is located in International Arrivals in the South Terminal. Access the lifts next to Costa Coffee and go to the lower level. We are located next to the airline lounges.

Within South Terminal:
From departures in South Terminal make your way to the International arrivals area. Access the lifts next to Costa Coffee and go to the lower level. We are located next to the airline lounges.
From arrivals at South Terminal come out of the exit after baggage reclaim ahead of you is a set of lift doors to the right of Costa Coffee.

From North Terminal:
Follow the signs to South Terminal and make your way to International Arrivals. Access the lifts next to Costa Coffee and go to the lower level. We are located next to the airline lounges.

For transfer passengers:
From an international flight arriving in South Terminal follow the immigrations, baggage reclaim and arrival signs and make your way to International Arrivals. Access the lifts next to Costa Coffee and go to the lower level. We are located next to the airline lounges.
From an international flight arriving in North Terminal use the airside transfer bus to the South Terminal and then follow the immigrations baggage reclaim and arrival signs. Make your way to International Arrivals. Access the lifts next to Costa Coffee and go to the lower level. We are located next to the airline lounges.

HEATHROW:

YOTEL is located in Terminal 4 at Heathrow Airport. To get to YOTEL, make your way to the Mezzanine level using the lifts next to Boots (from departures) or the lifts opposite WH Smith (from arrivals). We are located next to Caffe Italia on the Mezzanine level.

Within Terminal 4:
From departures (2nd floor):
Make your way to Zone C and take the lifts next to Boots down to the Mezzanine level. YOTEL is located past Wetherspoon next to Caffe Italia.

From arrivals (ground floor):
Follow the signs for Trains/Heathrow Express. Before you get to the ticketing area take the lift or the escalators on your left to the Mezzanine level. YOTEL is located past Wetherspoon next to Caffe Italia.

From Other Terminals:
From Terminal 1, 2 & 3: Follow the signs for Terminal 4 and Trains. Take the free transfer on platform 1 with Heathrow Express to Terminal 4. Make your way to arrivals and take the lift or the escalators on your right (opposite WH Smith) to the Mezzanine level. YOTEL is located past Wetherspoon next to Caffe Italia.

For Transfer Passengers:
For airside transfer passengers follow the instructions to transfer in the flight connections centre for Terminal 4. Go through immigration and arrivals and follow the signs for Trains. Before you get to the ticketing area, take the lift or the escalators on your left (opposite WH Smith) to the Mezzanine level.

What is the easiest way to travel to YOTEL?
London Gatwick mainline train station is only a few minutes walk from YOTEL at Gatwick Airport. Heathrow Express, Heathrow Connect and the underground are all a few minutes walk from YOTEL at Heathrow Airport.

Please refer to the BAA website for details of train, local bus and coach operators:

http://www.gatwickairport.com/
http://www.heathrowairport.com/

If you are travelling to YOTEL by car, please refer to the BAA website for parking options.

http://www.gatwickairport.com/
http://www.heathrowairport.com/

Upon arrival at YOTEL, how do I check-in?
Check in at YOTEL is really simple:

Step 1

Use the check in kiosks at the front of the hotel - follow the prompts on the kiosk screens to confirm your booking

Step 2

If you haven’t already authorised use of your credit card for extras we’ll ask you for one. We don’t take cash for extras but there are no charges for using cards to pay for extras.

Step 3

Your cabin key card and your cabin receipt with WiFi access code (for use in cabin) will be issued from the check in kiosk.

• If you turn up early before your check in time, check in at the kiosk as normal and we will do our best to extend your booking and check you in. Press the call button located on the kiosk to alert a cabin crew member
• If you are late – don’t worry your cabin booking is held for you until your booked departure time.

What if my credit card doesn’t work when I check in? Are there any staff available to help me?
Yes there are crew in The Galley area next to the YOTEL entrance.

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Airport Security

Will I have to have my bags security checked before I check-in to YOTEL?
The safety and welfare of customers, crew and passengers is a priority. Airport Authorities do reserve the right to conduct random searches of YOTEL customers. Existing security measures may require consent for bags to be screened by x-ray and searched by hand. Please cooperate fully if you are selected - failure to give your consent to screening and searching will result in you not being allowed to take your bags into the YOTEL demise. Customers who do not cooperate will likely be refused entry to YOTEL on security grounds, as with all visitors to the airport.

Will my YOTEL cabin be subject to security checks?
YOTEL reserves the right to access a customers’ cabin in the event of a security alert at anytime.

What happens if there is a security alert at the airport – do we have to vacate the cabins? Will I be credited for the time lost?
No refunds will be paid in the event of flight delays or disruption due to security alert or other force majeure. There may be other emergency/security situations where customers may be asked to evacuate their cabins, if for example the terminal buildings are closed for any other reason and there is no access to the YOTEL site.

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