Frequently Asked Questions
How do I make a booking?
You can book directly through our website, by emailing reservations@staysecondnature.com or by calling your chosen hometel.
Booking direct gives you access to our best available rates.
Contact us directly
Belfast: (+44) 028 9018 4198
Chiswick: (+44) 020 3988 0220
Southampton: (+44) 023 8057 2222
Do you price match?
Yes. If you find the same room, on the same dates, at a lower price elsewhere, contact us and we’ll do our best to match it.
What’s your cancellation policy?
Your cancellation terms depend on the rate you selected when booking.
Flexible Rate
Free cancellation until 2pm on your arrival day. After that, one night will be charged.
Advance Purchase Rate
Non-refundable and non-amendable after booking.
Your confirmation email will always show the exact terms attached to your reservation.
Is VAT included?
Yes, VAT is included within the booking price. If you’d like a full breakdown, email reservations@staysecondnature.com and we’ll share the details.
Can I change the booking name or add another guest?
Yes. You can update guest details through the member portal, or email reservations@staysecondnature.com with your booking reference and we’ll help.
I haven’t received my confirmation email
Please check your junk or spam folder first.
If it’s still missing, contact us with:
Where you are staying, when you are arriving and the last name on the booking,
and we’ll find it for you.
Can I get an invoice for my stay?
Yes. After check-out, contact the team where you stayed directly:
Chiswick: dm.chiswick@staysecondnature.com
Southampton: dm.southampton@staysecondnature.com
Belfast: dm.belfast@staysecondnature.com
Do you offer long stays or corporate rates?
Yes. Second Nature is designed to support longer stays as comfortably as shorter ones.
You can book stays of up to 89 nights online. For long-stay pricing, corporate bookings, or volume agreements, contact reservations@staysecondnature.com
What time is check-in and check-out?
Check-in is from 2pm and check-out is by 2pm.
Can I check in online before I arrive?
Yes. Online check-in is available and makes arrival smoother, though it's not required.
When you arrive, simply bring a valid photo ID matching the booking name.
Can I request early check-in or late check-out?
We’ll always do our best to help where possible, subject to availability, just ask the team. Second Nature is designed around more flexible stays, so we try to work around your plans rather than fixed hotel routines.
Can I store my luggage?
Yes. Luggage storage is available at all hometels on your arrival and departure days. Just speak to the team when you arrive.
Is reception open 24 hours?
Yes. Our teams are on-site around the clock, every day of the year.
Whether you’re arriving late or need help during the night, someone will always be here.
Do I need to do anything before arrival?
Nothing essential. Online check-in is optional, though recommended if you’d like a quicker arrival experience.
What will I need on arrival?
We’ll need:
a valid photo ID matching the reservation, and a £50 stay deposit.
What’s included in every room?
Every Second Nature room includes the essentials needed to settle in comfortably:
In-room safe
Iron and ironing board
Hairdryer
Tea and coffee facilities
Mini Fridge
Fresh towels
Vegan B Corp toiletries
Superfast Wi-Fi
Television
Individual temperature control
Most room types include kitchenettes or full kitchens. Individual room pages will show exactly what’s included before booking. We also offer Daily spruce housekeeping to keep things nice and tidy.
Is Wi-Fi included?
Yes. Complimentary high-speed Wi-Fi is available throughout every property.
Do you have lifts?
Yes. All Second Nature hometels have lift access to every floor, making it easy to move around with luggage, little ones, or longer stays.
Are rooms smoke-free?
Yes. All indoor spaces are non-smoking. Designated outdoor smoking areas are available.
Do you provide hypoallergenic pillows?
Yes. Just let us know before arrival or ask the team during your stay.
Is there laundry?
Yes. Shared self-service laundry facilities are available 24 hours a day at all Second Nature hometels, so you can wash things whenever it suits your rhythm.
Washes and drying are £4 each, and laundry powder and fabric conditioner are available free of charge.
Some room types also include in-room laundry facilities, so it’s worth checking your room description before booking.
What’s the minimum stay?
There isn’t one. You’re welcome whether you’re staying overnight or settling in for longer.
Do you offer day-use rooms?
Yes. Day-use stays can be booked directly through the website or by contacting reservations@staysecondnature.com.
Sometimes you only need a room for part of the day. Whether you’re working, resetting, or between plans, we try to make staying feel flexible around your rhythm.
Can I add a rollaway bed?
Rollaway beds are available for children up to 12 years old, subject to availability.
Not all room types can accommodate them, so it’s best to contact us before booking to make sure the room you choose is the right one for you.
What size are the beds?
Most beds are UK King size (150x200).
Twin beds, rollaway beds, and baby cots are also available on request, subject to availability.
Do you have adjoining or interconnecting rooms?
Yes. Some rooms can connect or interconnect, depending on the property and room category. Availability is subject to booking.
Do I need to bring toiletries?
No need. We provide vegan shampoo, conditioner, body wash, and fresh towels in every room.
Can I bring a guest to my room?
Yes. Just let the team know on-site so we can update the booking details.
Can I request something specific for my stay?
We’ll always do our best to help. Let us know when booking and we’ll see what’s possible.
We also keep a thoughtful collection of borrowables on hand, from kitchen extras and baby essentials to pet items and everyday practicalities that make longer or more flexible stays easier.
Is there a café or bar on-site?
Yes. Every Second Nature hometel includes Winnie’s, our neighbourhood café, alongside a separate bar space within The Common.
Both are open to guests and locals alike, whether you’re stopping in for breakfast, meeting friends for a drink, or settling in for a slower part of the day.
What time is breakfast served?
Chiswick & Southampton
7am–2pm (à la carte)
Belfast
Weekdays: 7am–2pm
Weekends: 8am–2pm
(buffet breakfast)
Is breakfast included?
That depends on the rate you booked. Your booking confirmation will show whether breakfast is included.
If you’re unsure, contact the property directly and we’ll clarify.
Do you cater for dietary requirements?
Yes. Vegetarian, vegan, gluten-free, and allergen-aware options are all available.
Please let us know in advance if there’s anything specific you need. All kitchen and bar teams receive allergen training.
Is there late-night food available?
Late-night food availability varies slightly by property. Contact your hometel directly and we’ll let you know what’s available.
Do you offer room service?
We don’t offer room service at Second Nature. Our spaces are designed a little differently, encouraging guests to move through the hometel naturally rather than stay tucked away upstairs.
Winnie’s café and the bar within The Common are always there when you need a coffee, breakfast, a drink, or something to eat.
What facilities do you offer?
Every hometel includes a guest gym at no extra cost, open 24 hours a day so you can move through your routine in your own time.
You’ll find:
-
weights
-
treadmill
-
Bike
-
yoga mats
-
towels
-
and water available
No booking is needed. Children are not permitted inside the gym.
Is there a swimming pool?
No. Second Nature hometels do not include swimming pools.
Is there a spa?
No on-site spa facilities, though our teams are always happy to recommend nearby wellness spaces and beauty salons.
Do you have a shop or pantry?
Yes. Each property includes a small pantry space with snacks, drinks, and everyday essentials.
Can I borrow kitchen tools or extra items?
Yes. We keep a small collection of useful borrowables behind the scenes so rooms stay uncluttered while still giving you access to what you need.
Depending on location, this may include:
blenders,
rice cookers,
juicers,
extra kitchen equipment,
baby baths,
high chairs,
pet beds,
Ask the team during your stay or contact us before arrival.
Is there somewhere I can work?
Yes. Shared spaces, Winnie’s, and common areas are all designed to support working, meeting, or simply resetting between things.
If you need a quieter meeting space, contact the property directly to discuss options.
Do you have meeting or conference rooms?
Yes. We offer a range of flexible meeting and event spaces across our hometels, designed to support different ways of gathering, working, and connecting.
Whether you need somewhere for a team meeting, workshop, private dinner, or larger event, our teams can help find the right fit for your plans.
Speak to the team directly to discuss availability and options:
Belfast
events.belfast@staysecondnature.com
Southampton
events.southampton@staysecondnature.com
I left something behind
If you think you may have left something with us, contact your property directly:
Chiswick: dm.chiswick@staysecondnature.com
Southampton:dm.southampton@staysecondnature.com
Belfast:dm.belfast@staysecondnature.com
Lost property is usually held for up to three months. After that, unclaimed items may be donated to the local homelessness charities we support, helping useful things continue to find a home.
Do you offer wake-up calls?
We don’t have phones in our rooms, but we can arrange a wake-up knock at your door instead. Just let the team know the evening before and we’ll make sure someone checks in at the right time.
Can I store my bicycle?
This varies by property, so it’s best to contact your hometel directly before arrival.
Is the building secure?
Yes. All properties have:
24-hour staffing, CCTV coverage, secure keycard access and controlled entry to guest areas.
What’s the nearest train station?
Chiswick
Turnham Green Station — less than 5-minute walk
Southampton
Southampton Central — around a 25-minute walk, 7-minute drive or 12-min bus journey
Belfast
Belfast Grand Central — less than 10-minute walk
Do you offer parking?
Southampton
On-site parking available for £13/day, subject to availability. Limited EV charging also available.
Chiswick
No on-site parking, though nearby street parking is available around Old Market Place and Chiswick Common Road.
Belfast
No on-site parking. The nearest parking is The Tannery NCP car park, 1 Francis Street, BT1 1EJ.
Do you offer airport transfers?
Not directly, though our teams are always happy to recommend trusted local providers.
Does the hotel ever close?
No. Second Nature is open 24 hours a day, every day of the year.
Our Winnie’s kitchens are open until 9pm, and guests staying with us can continue using the bar within The Common throughout the night.
Do you take a security deposit?
Yes. A £50 stay deposit is required at check-in.
For longer stays, this may increase depending on the length of your booking. Deposits are returned after departure provided there are no outstanding charges or damages.
Do you accept cash?
No. Second Nature is fully cashless.
We accept all major debit and credit cards, including AMEX.
Will I be charged in advance?
That depends on the rate type you selected when booking.
Advance Purchase stays are charged in full at booking, while Flexible rates are usually charged closer to arrival or at check-in.
What is The Fold?
The Hometel Club is our membership for guests who stay with us often, or simply want a more connected way to experience Second Nature.
Members receive thoughtful extras designed to make each stay feel easier, more familiar, and a little more rewarding over time.
Member benefits include:
Member-only room rates (min 10% off)
Early access to new openings and offers
10% Discounts at Winnie’s and across food and drink
15% off pantry items and merchandise
Priority access to borrowables
Invitations to member events
Small treats for children and pets staying with you
How do I join?
You can join The Hometel Club through our website before your next stay. Join the Second Nature Club at secondnature.com/club
If you have any questions, our team will always be happy to help.
Are children welcome?
Absolutely. Second Nature is designed around the rhythms of real life, and that includes families.
Guests under 18 must be accompanied by a parent or responsible adult throughout their stay.
Do you provide cots or baby beds?
Yes. Baby cots are available on request at no extra cost.
For hygiene and safety reasons, we provide mattress protectors and fitted sheets. Additional baby and toddler items may also be available through our borrowables collection.
Are connecting rooms available?
Chiswick
Lounge & Studio
Studio & Studio Plus
Southampton
Master & Master
Studio Plus & Studio Plus
Belfast
Large Loft & Bedroom
Loft & Room
Availability varies by stay, so it’s best to contact
Do you offer babysitting services?
We don’t provide babysitting directly, though our teams are happy to recommend trusted local providers where possible.
Is there a noise curfew?
We simply ask guests to be mindful of others, particularly between 10pm and 8am, so everyone can settle into their stay comfortably.
Can I add a rollaway bed?
Rollaway beds are available for children up to 12 years old, subject to availability.
Please contact the team before arrival so we can check the best room setup for your stay.
Can I have things delivered before arrival?
Yes. We’re happy to accept deliveries ahead of your stay and hold them until you arrive.
During your stay, you’re also welcome to order food or deliveries directly to the hometel. Just include your room number within the delivery notes so we can help everything find its way to you smoothly.
We’re celebrating something special. Can you help?
We’d love to help make your stay feel memorable.
Whether you’re celebrating a birthday, anniversary, honeymoon, or something more personal, speak to the team before arrival and we’ll see what we can arrange.
Chiswick dm.chiswick@staysecondnature.com
Southampton dm.southampton@staysecondnature.com
Belfast dm.belfast@staysecondnature.com
Can you arrange gifts or room decorations?
Yes. If you have something in mind, contact the property team directly and we’ll help shape the details with you.
The more notice you can give us, the more we can prepare ahead of your arrival.
Do you host weddings or private celebrations?
Yes. Some of our spaces can be used for weddings, private dinners, and more intimate gatherings.
Speak to your chosen hometel directly to explore options.
Do you have event or meeting spaces?
Yes. We offer a range of flexible meeting and event spaces across our hometels, designed to support different ways of gathering, working, and connecting.
Whether you need somewhere for a team meeting, workshop, private dinner, or larger event, our teams can help find the right fit for your plans.
Speak to the team directly to discuss availability and options:
Belfast
events.belfast@staysecondnature.com
Southampton
events.southampton@staysecondnature.com
Chiswick
events.chiswick@staysecondnature.com
Do you provide catering for events?
Yes. Catering is arranged directly with each property team, depending on the type and size of your event.
For enquiries, contact:
Belfast
events.belfast@staysecondnature.com
Southampton
events.southampton@staysecondnature.com
Chiswick
events.chiswick@staysecondnature.com
Are Second Nature hometels accessible?
Yes. All our hometels include:
lift access to every floor, accessible bedrooms, and accessible shared spaces.
If you have any specific accessibility requirements before your stay, we’d always encourage getting in touch directly so we can help find the best room and setup for you.
Where can I find detailed accessibility information?
Detailed accessibility guides are available for each property online.
Are service animals welcome?
Always, and at no additional charge.
Is Second Nature sustainable?
Yes, though we prefer thoughtful action over big claims.
Sustainability is built into how our hometels are designed and operated day to day, from energy use and circular systems to sourcing, materials, and low-waste thinking.
Are you certified?
Certifications vary slightly by property, but currently include:
B Corp Certification
Green Tourism Gold Awards
Net Zero verification at selected locations
Safe Place to Visit accreditation
Do rooms include recycling?
Yes. Recycling facilities are available in every room across all Second Nature hometels.
Where can I learn more about your sustainability approach?
You can explore more about our sustainability commitments, certifications, and long-term thinking through the Sustainability section on our website.
How do I contact the property in an emergency?
Our teams are available 24 hours a day, every day of the year.
In an emergency during your stay, speak to reception immediately or contact your property directly.
For life-threatening emergencies, always call 999 first.
What health and safety certifications do you hold?
All Second Nature hometels operate to rigorous health and safety standards.
This includes:
regular safety inspections, allergen awareness training, fire safety procedures, statutory compliance checks, and ongoing team training across all properties.
Selected locations also hold additional certifications including Safe Place to Visit accreditation, B Corp certification, and Green Tourism Gold awards.