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Frequently Asked Questions

Here is a selection of some frequently asked questions about The Rubens at the Palace for your convenience.

All other questions can be sent to us using our Contact Us form.

What is the check-in time?
Check-in time is guaranteed from 2pm, and checkout time is 12 noon. If you arrive early and the room is available then we will release the keys to you immediately, if not then concierge will look after your luggage until check in time.

Should you wish to pre-book a guaranteed early arrival from 9am, we can offer this service subject to availability at the supplement of £100. In order to check availability, please email us bookrb@rchmail.com or alternatively call +44 (0) 20 7958 7730.

I would like a late checkout, what can I do?
Please speak to the hotel directly in advance to make us aware of this request. We may be able to offer you an option, however, this is subject to availability. We usually suggest that a guest checks with Reception the morning of departure so that we can check real time availability.

What is your cancellation policy should I wish to cancel my room reservation?
Depending on the package you have reserved, our normal cancellation policy for flexible rates can be cancelled 24-hours prior to your arrival date (by 2pm UK time) free of charge. Any cancellations made after this time, or in case of a no show; full charges will apply. If you have reserved a promotional rate based on our advance purchase rates; the package is non-refundable and non-transferable. 

What amenities/services do you offer for children?
Interconnecting rooms and wings are available when staying with us. We also offer a variety of services and facilities, for more information please visit our family page

What is The Pastry Experience?
We offer a Pastry Chef Experience whereby children can visit our pastry kitchen and decorate cakes, cookies, and taste their own creations. We also award them with their very own certificate. Pre-booking for this experience is required. Please email the hotel directly to arrange this: guestservicesrubens@rchmail.com

What is the nearest tube/train station to the hotel? 
London Victoria is our nearest tube and train station which is a three to five minute walk away.

What credit cards are accepted at the hotel?
All major credit cards are accepted including Visa, Mastercard, American Express, Diners Club, Switch, Delta and Solo.

Can I change money at the hotel?
Yes, directly at the reception desk (maximum of £500 of any currency)

If I drive to the hotel, where can I park my car?
There are several National Car Parks (NCP) locally, we would advise driving to the hotel where our concierge can provide a valet service with a charge of £58 per 24 hours, available daily from 8am - 8pm. Should you wish to have your car brought out and taken back to the car park, there is an additional charge of £20 per request. All charges for car parks can be added to your bill. P

lease note that Central London operates a congestion charge zone between the hours of 7am - 10pm daily, excluding Christmas Day. The current daily charge when entering the zone is £15. To find out more and how to pay please visit the following website www.cclondon.com. There is also a £12.50 ULEZ charge that is applicable, please visit the following website https://tfl.gov.uk/modes/driving/ultra-low-emission-zone for more information and how to pay.

Do you have adapters and converters available?
Yes, we do have standard adapters and converters available for you to use at our concierge desk. We also have transformers. Please do ask at the desk during your stay and you can borrow one of the items. A deposit may be required to ensure that they are returned safely.

Do you provide tea and coffee making facilities in the bedroom?
Yes, we do, These are usually located in the wardrobe.

Can you provide distilled water for my machine?
Yes, this is available, however we require advance notice. Please email bookrb@rchmail.com in order to request this at least five days prior to arrival.

Do you operate a laundry service?
Yes, we have a seven day laundry service. This is explained in each bedroom with a laundry card to complete. 

Does the hotel operate a shuttle service?
No, we do not offer a complimentary shuttle service. However, we can organise arrival and departure transfers from your chosen airport for a fee. Please provide flight details to a member of our concierge team, on +44 (0) 207 963 0725 and we can quote a price for you.

Is there a gym?
We do not have a gym on-site, however guests have complimentary access to a nearby gym. Please enquire with reception for a pass during your stay. You can find out more on our wellbeing page.

Is there a dress code?
We operate a smart casual dress code in all our restaurants. 

I have dietary restrictions or allergies, can I make you aware of these in advance?
Yes, please do. We would like to receive as much information as possible pre-stay. Please make us aware of any dietary restrictions or allergies at bookrb@rchmail.com or telephone the hotel directly in advance.

Can I bring my pet?
Pets are welcome in our guest bedrooms and a range of pet beds and menus are available. This can be arranged when making your reservation. Please ensure to give prior notification. View our pets page for more information on what services we provide.

What in-room amenities are provided?
At the Rubens Hotel we offer a whole host of in-room amenities including hair dryers, safes, iron and ironing boards, plug adapters and transformer information is available from the Concierge desk. If you would specifically like a mini fridge guaranteed in your bedroom, please contact the hotel in advance to arrange this. 

Can I organise a balloon, banner, or special message to be placed in a bedroom?
Please contact the hotel directly on 020 7834 6600, or email bookrb@rchmail.com in order to receive guidance and assistance with organising special request items.

What tour company do you recommend for London and out of town tours?
Our sister brand, Evans Evans. They have a whole host of superb tour to book during your stay. Please visit their website for more information: https://evanevanstours.com.

Can you offer advice for show and restaurant recommendations?
Yes, please contact the Concierge directly for advice on our preferred restaurants by cuisine, and for the latest show suggestions. Please call +44 (0) 207 963 0725.

I have not received a response to my email?
We respond with great pleasure to all questions and queries. We advise you to check your 'Junk Folder' first for our reply, before contacting the hotel directly to check this.

What time is the Changing of the Guards?
The Changing of the Guard takes place at 11am daily throughout the peak season (April to September). This is a very popular ceremony so be sure to get there early.

Where is Buckingham Palace in relation to the hotel?
The hotel sits opposite the Royal Mews and the public entrance to the Palace is a simple one minute walk away.

Where is Harrods and what time does it open?
Harrods is in Knightsbridge which is just a few minutes away by cab. The famous store is open 10am - 7pm (Monday to Saturday) and 11:30am - 6pm (Sundays). As times occasionally change please check with Concierge who can inform you of  current opening hours. Other famous stores such as Harvey Nichols in Kensington and Selfridges on Oxford Street are a short cab ride from the hotel and easily accessed by the underground or by bus.

Where is Westminster Abbey?
Westminster Abbey is just 10 - 15 minutes walk from the hotel. Concierge will be able to provide you with directions or arrange a cab for you.

Can you tell me about the latest passport/visa information for international travel?
The following page from the UK Border Agency will provide you with passport and visa requirements for general visitors to the United Kingdom. Click here for details.