+44 (0)20 7247 9947

Frequently asked questions.

Do you have questions concerning your stay at The Whitechapel?
To help you to find answers to your questions as quickly as possible we have gathered the most frequently asked questions here.

Making a Booking

Q: How do I make a booking?

Always directly from our website for the best deals or simply call 020 7247 9947. We can also be found on most of the major price comparison sites.

Q: How do I know my booking has been confirmed?

You will immediately receive a confirmation email containing all of your booking details.

Q: I haven’t received a confirmation email.

Please check your spam inbox first to ensure that you have entered the correct email address. In the unlikely event of a technical issue and your booking has not been processed, please get in touch using our Contact Form.

Q: Is my booking guaranteed?

Your booking at Whitechapel Hotel is always guaranteed unless you are notified of any changes via email.

Q: How far can I book in advance?

At anytime - or whenever you’re making plans for your trip!

Q: Can I request a specific room?

Yes of course, but always subject to availability.

Q: Can I turn up at the hotel without a booking?

It is possible to simply arrive on the day - rooms may be available. However, we always recommend booking online in advance to obtain the best prices.

Cancellations and Amendments

Q: I need to cancel my booking – what refund do I get?

Our refund policy is based on the type of booking that you originally made. We have TWO room booking rates:

  • Advance purchase (ADV), which is non-refundable.
  • Best Available Rate (BAR), which can be cancelled up to 48 hours prior to date room is booked. If reservation not cancelled then first night will be charged.

Q: How do I amend my booking?

If you need to amend your booking, please get in touch using our Contact Form.

Check In | Check Out

Q: What time is Check In and Check Out?

Check-In is at 2pm everyday. Check-Out is at 11am everyday.

Q: What is the earliest I can Check-In?

Only if a room is ready and available if you arrive early.

Q: Can you store my luggage if I am early?

Yes, we can look after your luggage. If your room is not fully ready at Check-In or if you have an early Check-Out, we will safely and securely store your luggage free of charge.

Q: What is the latest time I can Check-Out?

Subject to room availability, latest time for Check-Out is 1pm at a charge of 10 GBP per hour.

Q: Can I extend my stay?

You can of course, but subject to room availability – please enquire at Reception.

Q: Is Reception open 24 hours?

Yes, Reception is available 24 hours.

Q: What should I do if I left or forgot something in my room?

Your item would probably be found by our housekeeping team. Please enquire using our Contact Form.


Q: Are breakfast facilities available?

Breakfast is available at The Cosy Café directly opposite the hotel, which offers a breakfast menu at £8.95.

Our Rooms

Q: What facilities are provided in my room?

A Standard Room includes:

  • Bed(s) fitted with fine 300 thread-count down duvet and pillow set
  • Purpose-built wardrobes
  • Separate shower suite with WC – manual control
  • Central heating and Air conditioning – manual control
  • Flat-screen HDTV
  • Work space/desk
  • Mini-Bar
  • Free WiFi
  • Landline

Q: Does my room have Heating and Air-Conditioning?

Yes it does. Air conditioning automatically switches on when you enter your room and can be manually switched off. The heating system is separate from the air conditioning system with its own separate manual dial mounted on the wall next to the radiators.

Q: Do all rooms have windows?

Yes, they do.

Q: Can I make coffee and tea in my room?

Yes, you can. Every room is provided with complimentary kettle and tea/coffee.

Q: Do all rooms have a bath tubs?

Executive Twin and Executive King rooms only include bath tubs, subject to availability.

Q: Do you provide cots?

Yes, we do, subject to availability. They are free of charge for children up to the age of three and will need to be booked in advance.

Q: Do you provide toiletries?

Yes, select toiletry items are complimentary in every room.

Q: Can I book an apartment?

Yes you can – The Whitechapel apartments are perfect for any party of guests or a family seeking the perfect in-town, life-style experience with a luxury designer touch. Please see FAQs section: The Whitechapel Apartments

The Whitechapel Apartments

Q: How many guests can an apartment accommodate?

A one bedroom apartment with a double bed for two can accommodate up to four people, i.e. two children or a couple sleeping on a sofa bed in the lounge area.

Q: Are the apartments located in the hotel?

The apartments are exclusively located a few minute’s walk from the hotel.

Q: What facilities do the apartments offer?

Each of the Whitechapel apartments is a unique, boutique space, including:

  • One double bedroom
  • Kitchen
  • Lounge and dining area
  • Separate shower suite with WC
  • Central Heating and Air Conditioning
  • Remote control security
  • 32in and 42in flat-screen TVs
  • Landline and Free WiFi

Q: Do the apartments have lift access?

Stair access only.

Q: Is housekeeping service included in the apartments?

Yes, our dedicated housekeeping team service all apartments, including changing all bed linen and towels.

Making Payments

Q: Which payment methods do you accept?

We accept all major credit cards, e.g. Visa, Mastercard, Amex.

Q: Are my card details safe?

Yes, in compliance with the General Data Protection Regulation (GDPR), introduced in the UK, May 2018, which provides for accountability and transparency in the handling of all transaction details, and personal information processed at the hotel.

Q: Do I pay before my stay?

A booking made by “Advance Purchase” is subject to payment in advance.

Q: Where can I get a copy of my Invoice after departure?

We can send you a copy of your invoice - please use our Contact Form.

Room Rates

Q: Is it cheaper to book directly from your website?

Yes, it’s always the most cost-effective way when compared to other sites. You can save up to 20% when you book directly from our website.

Group Bookings

Q: Can I make a group booking?

Yes, but you will need to contact the hotel directly via our Contact Form.

Q: How many rooms can I book?

Subject to availability.

Disabled Access

Q: What facilities do you provide for disability access?

We provide access lifts and wet rooms – an open plan, floor-level shower facility. For more information, please use our Contact Form.

Smoking and Pets

Q: Can I smoke in my room?

The Whitechapel has a strictly ‘No Smoking’ policy throughout the building, including all guest rooms. Smoke detector alarms are also installed in every room.

Q: Are pets allowed in the hotel?

Unfortunately, no pets are allowed in the hotel. Guide dogs and assistance dogs are an exception to the above policy.

Hotel Facilities

Q: What additional facilities does the hotel offer?

Free Wifi and flat screen TV in every room plus dining in the Sahara Grill restaurant downstairs.

Transport and Parking

Q: Is parking available at your hotel?

Currently, Resident ‘Pay and Display’ only in streets surrounding hotel. Parking is free on Resident Permit Pay and Display and single yellow lines only, Monday-Friday: 5.30pm – 8.30am | Saturday & Sunday | Bank Holidays: All Day

Q: Is the hotel within the Ultra Low Emission Zone (ULEZ).

We’re not within the area covered by ULEZ which means no extra charge if you intend to travel by motor car and do not enter the zone. If your vehicle does not meet ULEZ standards, and you do enter the zone, which operates 24/7, you will need to pay the ULEZ charge, currently £12.50 for most vehicle types, including cars, motorcycles and vans (up to and including 3.5 tonnes).

Q: Is the hotel within the Congestion Charge Zone?

We’re not within the Congestion Charge Zone, which is the same area covered by the Ultra Low Emission Zone (ULEZ). However, if you do drive within the Congestion Charge zone between 07:00-18:00, Monday to Friday, you will need to pay the £11.50 daily charge.

Q: What is the nearest train station?

Nearest Underground station is Whitechapel (5 mins walk), followed by Shadwell (10 mins walk) and Aldgate East (15 mins). Nearest Main Line stations are Liverpool Street (5 mins) Fenchurch Street (6 mins) and Kings Cross International (15 mins).

Getting here

The Whitechapel is conveniently located close by to City Airport and our location on New Road offers easy access to taxis 24 hours a day. We are a five minute walk from Whitechapel Underground Station and buses are also available from both Whitechapel Road and Commercial Road for routes into the city centre.

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