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Guest support

Support at any hour, in your language

Every stay is supported by an in-house London team, staffed 24 hours a day. Guests reach a member of our own staff with the authority to act — not an automated assistant, an overseas call centre or a ticketing queue.

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Guest supported during a London stay
24/7Staffed, every day
In-houseNot outsourced
One teamThroughout your stay
Any languageWritten support

Across the whole stay

Supported from enquiry to departure

Contact is proactive rather than reactive. Guests are given what they need before they have to ask for it, and a direct line for everything else.

Before arrival
Before arrival
Written confirmation of the address, access arrangements, arrival window and house information, issued in advance. Travel and transfer questions are answered before departure rather than on the doorstep.
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During the stay
During the stay
A direct contact for the duration. Requests for additional housekeeping, extended dates, equipment or local recommendations are handled by the same team that operates the apartment.
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If something needs attention
If something needs attention
Faults are logged, triaged and attended by our own contractors. Guests are informed of the expected timescale rather than left to follow up.
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After departure
After departure
Departure instructions confirmed in advance, deposits or card authorisations released promptly, and invoices issued without request for corporate and trade bookings.
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Language

Support in any language

Written support is available in any language. Guests write to us in whichever language they are most comfortable in and receive a reply in the same language, with translation applied in real time — so there is no wait for a particular member of staff to come on shift, and no language for which support is unavailable.

Arrival instructions, house information and invoices can be supplied in translation in advance of travel. For international relocations and corporate assignments this removes a common point of friction: the guest is not required to negotiate accommodation arrangements, a utility provider or a contractor in a second language.

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Guest support in London
Professional London serviced apartment operation

Professional operation

An operator, not an individual landlord

Prime Host is not a private owner letting a spare property alongside other commitments. We operate a portfolio under long leasehold agreements, with dedicated in-house housekeeping, property management and maintenance teams, and defined procedures for arrival, servicing and fault response.

The practical difference is availability and consistency. There is always someone on duty, always a second member of staff who knows the apartment, and always a documented standard the apartment is returned to between stays.

  • In-house housekeeping teams, not ad hoc contractors
  • Dedicated property managers per portfolio area
  • Directly employed and vetted maintenance contractors
  • Defined service standards applied across every apartment
  • Support desk staffed 24 hours a day, every day
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Information

Frequently asked questions

Contacting us

+ How do I reach the team during my stay?
A direct telephone number and email address are issued with your arrival information, and both are monitored 24 hours a day. Guests booking through Airbnb, Booking.com or Vrbo may also message us through that platform.
+ Is support genuinely available overnight?
Yes. The desk is staffed rather than diverted to voicemail, and the person answering is able to instruct works, authorise a call-out or arrange a transfer to another apartment without waiting for office hours.
+ Am I speaking to Prime Host or to an agency?
To Prime Host. Guest support is delivered in-house by our own staff. We do not outsource it, and the person you speak to has access to the apartment records and the authority to act on them.

Languages and requests

+ Which languages do you support?
Any language. Write to us in the language you are most comfortable in and you will receive a reply in the same language, translated in real time. Arrival instructions, house information and invoices can also be supplied in translation before you travel.
+ Can you help with things beyond the apartment?
Within reason, yes — airport transfers, restaurant reservations, deliveries received on your behalf and local recommendations. Some services carry a third-party cost, which we confirm before arranging anything.

Speak to the team

A London team, staffed 24 hours a day, for every stage of your stay.

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Guest support

24/7

A staffed desk, every hour of every stay

Answered by our own team in London, with the authority to instruct works, arrange access or transfer a guest to an equivalent apartment.