Terms & Conditions

Check-in and Check-out times

Check-in time is 3pm
Check-out time is 10am

Early Check-in and Late Check-out

Early check-in and late check-out can be arranged at the hotel, subject to availability and fee. Just follow the instructions on your check-in kiosk or ask one of our team for help.

Fees vary depending on the time of early check-in: 

• £60 for check-in before 12pm. 

• £40 for check-in between 12pm and 3pm. 

Late checkout fees is applicable as below. 

• £50 for late check-out up to 12pm.

• £80 for late check-out up to 2pm.

• Full night’s rate is charged after 2pm.

Room payment

Payment for our Fully-Flexible rate is automatically taken two days prior of arrival. 
Payment for our Semi-Flexible rate is automatically taken 7 days prior of arrival. 
Payment for our Non-Refundable rate is fully taken at the time of booking.
Please note that Zedwell is a cashless hotel, providing a seamless and secure payment experience throughout your stay.
We accept Visa, MasterCard, and Discover - sorry, American Express not accepted.

Amending or cancelling your booking

Our 3 rate categories offer varying levels of support and flexibility on changing your booking as per below:

Fully Flexible: Free cancellation up until 48 hours prior to arrival (U.K. time). If cancelled outside of the cancellation window, full stay will be charged.

Semi-Flexible: Free cancellation up until 7 days prior to arrival (U.K. time). If cancelled outside of the cancellation window, full stay will be charged.

Non-refundable: Non-Refundable and non-amendable rate. Full prepayment at time of booking.

Amending stay dates outside the cancellation windows or at any time on the non-refundable rate, must be done by the reservations team, and will incur both a £50 admin fee, and the cost difference in rates.

If you book directly through our website, please contact our reservations team via WhatsApp at  +447883305320 or call us at +44 (0) 2070965414. 

If you have booked through a 3rd party (booking.com, Expedia etc.), please contact the 3rd party directly to change the details of your booking as our reservations team cannot do this.

Contact Us

If you book directly through our website, please contact our reservations team via WhatsApp.

Piccadilly Circus - +447883305320 
Tottenham Court Road -  +441182304410
Greenwich -  +447883305320 

If you have booked through a 3rd party (booking.com, Expedia etc.), please contact the 3rd party directly to change the details of your booking as our reservations team cannot do this.

Room Types and Requests No-Refund Policy:

All room types and requests are subject to availability. Once a room type or specific request (such as view, floor, or amenities) is confirmed and allocated, no refunds will be provided if you choose to change or cancel your reservation based on room type or request preferences. We will make every effort to accommodate your room type and request preferences, but they cannot be guaranteed and are subject to availability at the time of check-in.

Upgrades and Accommodation in Sister Hotels:

In the unlikely event of not being able to accommodate your booking, we will upgrade you to one of our sister hotels, subject to availability. If you are not satisfied with the proposed arrangement, we will offer a full refund. If we are unable to relocate you, we will provide a full refund processed within 7 days.

If you have booked to stay in one of our sister hotels at a flexible rate and show up at an alternate hotel in the portfolio, our team will try their best to accommodate the change subject to availability. Hotel changes are subject to charges based on the difference in rate between when you booked, and the best available rate on the day of arrival, as well as a £50 admin fee associated with the last minute change.

Occupancy Policy No-Refund Policy:

When making a reservation, it is important to specify the accurate number of guests who will be checking in. If not all members of the reserved party are able to check in, no refunds will be provided for the missing guests. Additional charges may apply for extra guests or the provision of additional bedding, as per the hotel's policies. If you change you mind about additional bedding or extra guests, then no refunds will be provided. 

No-Show and Partial Stay Policy No-Refund Policy:

In the event of a no-show (failure to check-in on the scheduled arrival date without prior notification), no refunds will be provided. If you arrive later than the scheduled check-in date or choose to check-out before the scheduled departure date, no refunds will be provided for the unused nights of your reservation. It is your responsibility to inform the hotel in advance if there are any changes to your arrival or departure dates to avoid any unnecessary charges.

Noise Complaints Policy:

Zedwell strives to provide a peaceful and quiet environment, but complete silence cannot be guaranteed. Noise complaints will be addressed promptly during the guest’s stay by offering an alternative room. We will not issue refunds for noise related complaints. Room descriptions and photos are accurate at the time of publication. Please check with hotel management before booking regarding a specific facility.

Forgot your reservation?

In the event that you don’t arrive as planned, the full stay will be charged to the payment card given at the time of booking.  If you have booked more than one night with us, your room will be held until midday the following day after your planned arrival date. After this time, the room will be released and ineligible for refund. 

Cancellation by the Hotel Policy:

The hotel may need to cancel a confirmed reservation in rare circumstances due to unforeseen circumstances or events beyond management's control. If such need arises, the hotel management will make every effort to notify the guest as soon as possible using the contact information provided at the time of booking. In case of reservation cancellation by the hotel, the hotel will offer you a full refund of any prepayment made for the reservation. The hotel will not be liable for any additional expenses incurred or damage caused as a result of the cancellation beyond the refund of the reservation amount. 

Group prepayment and cancellation terms

We understand that group bookings have different requirements than individual reservations. In order to accommodate these needs and ensure a smooth experience for our guests, the following Group Booking Policy is in place for reservations of 10 rooms or more.

A group booking is defined as a reservation for 10 rooms or more made for the same period of stay by the same entity, individual, or affiliated individuals.

Group bookings must be made directly through our Groups department to ensure availability and to provide you with personalized assistance.

Group bookings are subject to special rates which differ from standard room rates. The rate will be determined based on availability, seasonality, and the nature of the group.

Please consult our groups team for specific pricing.

For more information or to make a group booking, please contact us at groupsalesmanager@criterionhospitality.com.

Rooms with bunk beds

We want your children to have a safe comfy nights sleep.

Whilst bunkbeds may look fun to your little ones, they are for sleeping so we encourage you to not let your children play on them.

They are only suitable for children over the age of 6.

The handy ladder needs to be used for the little ones to climb in and out of bed and we always recommend supervision.

Room Cleaning Policy

Go Green. This is the only planet we have. At Zedwell, the wellbeing of our guests and respect for the environment are important to us. As we are move forward with the go green initiative, your cocoons are given a full cleaning every 4 days including fresh towels.

In compliance with our company policy, team members must not touch guest belongings. For a room to be serviced, guests are required to clear their belongings from beds, toilets, and floors. This process ensures efficient cleaning while respecting guest privacy.

Clean on request: If you'd like your room cleaned during your stay with us, just let us know at reception. Additional charges applies to compensate our cleaners and offset the environmental effect of cleaning. 

Pet Policy

We’re sorry, but we don’t allow pets at Zedwell. Guide dogs and service animals are permitted.

Smoking Policy

Please note that all cocoons are strictly non-smoking and vaping in accordance with UK legislation-A charge of £200 will be made where it is necessary to re balance and cleanse your cocoon.

Gym & Yoga Studio

Classes in the gym and yoga studio are subject to availability and an additional fee.