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Frequently Asked Questions

Thank you for booking with Live and Work Hotels at The Town House. The purpose of this document is to provide as much detail as we can about your suite and about our hotel. It is essentially our Frequently Asked Questions -so please let us know if we have left anything out.


Apart-Suite Specifications

How big is my Suite?

Junior Suites (1 & 3) are 38.5 sq metres (414 sq ft)
Luxury Apart-Suites 2 & 4 are 66 sq metres (710 sq ft)
Executive Suite 5 is 45 sq metres (484 sq ft)
Luxury Apart-Suite 6 48 sq metres (515 sq ft)

Does my suite have a Sea View?

Apart-Suites are at the front of the Hotel and have sea views.
Luxury Junior Suites and the Executive Suite are at the back of the hotel and do not have sea views.

What is the difference between a junior suite and an apart-suite?

The most significant differences are:

  • Junior suites and the executive suite are at the back of the hotel and the apart-suites at the front.
  • Only apart-suites have a sea view.
  • Apart-suites have a separate bedroom and living room. Junior suites are the traditional hotel suite design with large living/bedroom.

All rooms are profiled on our web site www.thetownhouse.im

What beds do I have?

The bed configuration is as follows:
Junior Suites - Super king size or twin beds & double sofa bed
Apart-Suite 2 - King size & double sofa bed
Apart Suites 4 & 6 - Super king size or twin beds & double sofa bed
Executive Suite - King size and double sofa bed

We can also put an extra fold away bed in the apart-suites and executive suite.

How many people can sleep in my Suite?

We advise the following:

  • Junior Suites sleep 2 in the main bed and then 2 children or one adult on the sofa bed. A couple can sleep on the sofa bed but it is a standard double and some find this restrictive. We do not advise that two independent adults sleep on the sofa bed.
  • Executive Suite sleeps two in the king size bed and then 2 children or one adult on the sofa bed. Again a couple can sleep on the sofa bed but it is a standard double and some find this restrictive. We do not advise that two independent adults sleep on the sofa bed. The executive suite is a large room and can accommodate an extra roll away bed.
  • Apart Suites can sleep two in the bedroom and then 2 children or one adult on the sofa bed. As above a couple can sleep on the sofa bed but it is a standard double and some find this restrictive. We do not advise that two independent adults sleep on the sofa bed. The apart-suites have large living rooms and can accommodate an extra roll away bed.

Can I book a specific suite?

Yes indeed and this is why we provide detailed profiles - please call 01624 626125.

Can you send me pictures of my suite?

Yes, please see www.thetownhouse.im/apart.html

Does the kitchen have...?

In general the answer is yes. The kitchens are fully equipped as defined by the self catering accommodation specifications from Visit Britain.

Do we provide Irons, Ironing Boards, Hair Dryers, Slippers, Gowns and DVD players.

Yes, each suite has all of these.

Can you provide a baby's cot?

Yes we can but we do not provide bed linen for the cots as we have found most parents prefer to bring their own.

Do the suites have washing machines?

No I am afraid not. We do, however, offer a same day washing service.

Do you have Sky Television

Yes we do - sports and movies.


Check in

I see check in time is 15.00 but my flight arrives at 9 am - is there any leeway?

Our official check in time is 15.00 but often your suite may be available before this time - please check with us the day before. In any case we would be pleased to store you bags as soon as you arrive and move them to your room as soon as it is ready.

Why do you need to know the time I will arrive?

There are a number of things we like to run through with you on your first visit and it takes no more than a minute or so. As reception is only manned full time in business hours we need to co-ordinate a suitable time to meet with you. Of course when you come back you can arrive and leave at your leisure with no input from us unless you would like it.

How can I contact you if I am running late?

At any time you can reach the duty manager on 01624 626125 which is diverted to a mobile phone if we are out of the office.


Checking Out

Do I need to check out with reception?

No is the simple answer. We will make sure we have your credit card details at the time of booking and confirm them on arrival. As there are no keys simply close the door and leave. We will email you a copy of your invoice and provided there are no mistakes we charge your card in your absence.

I prefer to pay by cash for my stay - can I check out?

Yes of course you can - you may either prepay or please liaise with reception to agree a suitable time before you leave.

What happens if I lose my key?

There are no keys! We operate a system of door codes which has the advantage of never having to worry about keys. This means you can just close the door when you leave - no need to check out. If you stay with us a second time we can also send you the current codes so no need to check in.

I know check out time is 11am but can I stay later?

I am afraid we have a set time to allow us to get rooms ready for new arrivals at 3pm. If possible we will try and accommodate you but in any case we would be pleased to store your bags in reception if you have a late departure from the island.


Door Entry

How will I get the door codes?

We will email and text the current codes to you if you are a returning guest. The codes are also printed on the top of your welcome letter and we will text them to your mobile at the time we meet you on arrival.

Are door codes always the same?

Definitely not. We regularly change codes but try and make sure they inconvenience the minimum number of people. We may therefore notify you during your stay of a change.



Food Questions

Can you get some groceries for me?

We would be pleased to buy anything you require in advance of your arrival and put them in your room just let us know. We make no charge for this service.

Can I get Tesco to deliver to you?

Yes you can and many people do. Please bear in mind that some kitchens do not have a huge amount of space.

Does my rate include Breakfast?

Our model is slightly different to the normal hotel model. We will provide you with a welcome pack to enable you to make your own breakfast in your room or you can eat a buffet or cooked breakfast in the restaurant (Coast) and charge it to your room. Our rates do not include breakfast at Coast unless arranged direct with ourselves.

What is in the welcome pack and what if I would prefer something else?

Our welcome packs include: Tea, Instant Coffee, Sugar, Filter Coffee, Milk, Bread, Butter, Jam, Marmalade and a selection of Cereals. Through the prearrival questionnaire you can specify what sort of bread and milk you prefer and request something else in preference or in addition.

Will you replenish the welcome pack everyday?

No, I am afraid that the welcome pack is only provided on your first day.

Can you recommend a good restaurant and book it for us?

We would be pleased to make any arrangements for you in advance of your stay. Each guest is asked on our departure questionnaire if they have eaten out anywhere and what did they think? In each room you will find a directory of local restaurants with these comments. There are clear favourites!


Gym

Do you have access to a Gym?

We are planning to convert the basement of The Town House into a small gym for guest use only but in the interim we have a discount pass relationship with the Carrefour Health and Beauty Club which is only 3 minutes walk from the hotel beside Marks and Spencer.


Insurance

Do I need Travel Insurance?

If you have not already done so, we recommend that you take out travel insurance for this booking as the deposit you have paid may not be refundable and you may be liable for the cost of your stay even if weather is the cause of your cancellation. Full details of our cancellation policy and terms and conditions were provided with your booking confirmation. You do not need travel insurance for health care if you are coming from the UK as this is covered by a reciprocal agreement between the UK and the Isle of Man but you do if you are coming from any other country and repatriation is not covered.


Laundry

Can you do our laundry?

Yes we can - it is a same day service and we make a small charge for washing and ironing. We also arrange collection for dry cleaning which is recharged to you at cost.


Linen

Do I get towels and bedding?

Yes your suite is equipped as you would find any hotel. We do not, however, supply baby cot bedding as we have found most parents prefer to bring their own. Please use the questionnaire to confirm how many guests are arriving so that we provide enough towels at the outset.

What happens if I get Sun Cream on the Linen?

Sun cream, fake tan, waterproof make up, hair dye and henna tattoos can cause permanent damage to bedding, linen and towels and we ask all guests to take care when using these products. Every effort will be taken to remove any stains but if this is not possible, a charge may be levied to replace these items.


Location

How far are you from the Airport?

It usually takes between 20 minutes and half an hour to drive from the Airport.

Is there a bus service from the Airport?

Yes there is a bus service that stops very close to the Hotel. Just ask the bus driver for Loch Promenade. The current time table can be found at http://www.iombusandrail.info/1-2-11-12-N1-return.html

Are you far from the Sea Terminal?

We are about 5 minutes walk along Douglas Promenade from the Sea Terminal in the first terraced block, one but last building. On our website www.thetownhouse.im/location.html there is a google earth picture.


Meetings

I have some business meetings to hold do you have a meeting room I could use?

We do have meeting rooms which you are welcome to use. The spectacular Town House Suite has a board room table which seats 10 and this can be extended for additional participants. We also have a conference phone, multimedia presentation equipment and traditional wipe board. There is also a smaller meeting room. These rooms are let out so please book if you need one. We do not make a charge for occasional use by guests.


Parking

Where can I park my car?

We are located right in the heart of Douglas and so parking is an issue but secure parking is not - we rarely, if ever, have any car crime in the island. Unfortunately, there is no parking dedicated to our building although we are on a wait list. Parking options are as follows:

There is free parking in front of the hotel but it is only for two hours on Monday to Saturday between 8am and 6pm, you will need a parking disc for this, which we can provide you with. It is however, unrestricted outside these hours, so you can leave your car right outside in the evening and on Sunday.

You can also park further along the Promenade outside the disc zone for up to 24 hours free of charge. This is about 10 inutes walk

There are also several car parks within easy walking distance as follows:

  • Marks and Spencer - 2 minutes walk - 3 hours max.
  • On Douglas seafront - 4 minutes walk £1 per hour - not long term
  • DOT car park beside the sea terminal - 5 minutes walk £3.50 for 24 hours but please note this is usually full Monday to Friday.
  • Douglas Corporation at the old bus station site - 5 minutes walk - £4.50 for the day with a lot of availability.
  • Multistory car park behind the shops (shoprite) which is outside overnight and all day on Sunday. Alternatively, about 5 minutes walk - £4.50 for over 8 hrs.

We can give you directions to each car park when you arrive.


Pets

Can I bring my Dog, it is very well behaved?

I am sorry we do not allow pets of any sort. This is really to ensure that future guests who may have an allergy, are not inconvenienced.


Phone Calls

Are phone calls at The Town House really free to anywhere in the world - how can that be?

Yes they are but only to land lines and not to premium numbers. This is a benefit we are able to offer because the owner also used to own an internet business and calls are routed into the UK to benefit from bulk purchasing rates.


Pre-Arrival Questions

Why do you have a Pre-arrival questionnaire?

We like to make sure we are properly prepared for your visit so that suites and services can be configured to your specification. For instance we need to know how many guests to ensure the appropriate amount of linen and towels are provided, do you want use of a sofa bed? Twin or double beds? and taxi transfer etc...