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For your peace of mind


For stays of less than 7 nights, from Thursday 5th November until Wednesday 2nd December, we will only be checking in guests with exceptional circumstances, those who are travelling for work or for a limited number of other reasons as laid out by the Government.

At check-in, our Hub team will check for proof of these and unfortunately if you aren't able to provide this you won’t be able to stay with us. From Thursday 5th November, our pool and gym will be also closed.

If your booking has been made through a Third Party Agency (, Expedia, Airbnb etc) please contact them directly for any amendments or cancellation request. If your booking has been made directly with us please email us at If you don’t meet the exceptional circumstances laid out by the government, we'll rebook you for a stay any time within the next 12 months. 

You can live, stay, connect and play at The Collective with the peace of mind that your safety and wellbeing is taken care of.

When you’re moving home or travelling, we know the last thing you want to worry about is your health. So we’ve introduced rigorous cleanliness and hygiene measures to keep you safe, including Public Health England certified cleaning, contact-free service and hybrid/digital events. 

These are our commitments to you:

Clean and Hygienic Spaces to Call Home

Our industry-leading hygiene and cleanliness measures are fully certified by Public Health England. In our shared spaces we’ve increased the frequency and rigour of our cleaning, provided hand sanitiser in high traffic areas, and introduced innovative new cleaning technologies including fogging. In our private rooms, our cleaning team wear full PPE, and we’ve also de-cluttered and removed all non-essential, high-touch items. All shared and private spaces are cleaned with ‘Xtra Protect Hand and Touch Point Sanitiser’ which has been lab tested to safely kill COVID-19. So you can relax and enjoy our spaces safe in the knowledge that they’ve been subject to the highest possible standards of cleaning. 

For stays of 1-6 nights, housekeeping will be provided on the 3rd night. For stays of over 7 nights, weekly cleaning will be provided as usual. 

Contact-Free Room Service and Experience

You can now take a tour, check in, check out, log a service request and receive packages completely contact-free. We’ve also launched room service delivery from our restaurants, so you can get a huge variety of food and drinks sent straight to your room. You can also take your pick from our range of groceries at the General Store, also delivered contactless to your door, so you can cook up a storm without needing to pop to the shop.

Stringent Social Distancing Measures 

We’re dedicated to enforcing social distancing measures in our spaces. Our team is trained to observe the 2 metre distance at all times, and we’ve installed plastic partitions at the hub, so you can safely speak to them in-person. We’ve applied capacity limits on all our shared spaces and rearranged furniture to allow for social distancing, and implemented signage and floor stickers throughout our spaces to remind people of the necessary distance. 

Face coverings are required in all public areas of our buildings. In line with government guidance, from midnight on Friday 15th October we will not be accepting visitors of guests or members. Only pre-registered hotel guests and members will be allowed into the building.

Our swimming pool, spa and gym at Canary Wharf are open to members staying for 7+ nights.  In line with government guidance, there will be no table service in our restaurants from Thursday 5th November until further notice. The restaurant remains open for room service and Click and Collect. 

Connection and Community 

You can still find togetherness in our spaces, and we’re more committed to fostering community now than ever. As a member you’ll get access to our programme of socially distanced events designed to connect and inspire, from stand up comedy to slow flow yoga. Our community town halls have moved online, and we’ve launched a virtual buddy scheme, to pair up members across our buildings to offer each other remote support, from a friendly telephone chat to help with shopping.

A Best-in-Class Support Team

Our team is here to support you 24/7, and they’ve been fully trained in the UK governments ‘COVID-19 secure’ guidelines. If, for any reason, you need to self-isolate, our team will call you daily to check in, and make sure you get everything you need contact-free, whether it be medicine, food, or fresh bed linens. We know it’s a worrying time for everyone, so as a member you’ll also get access to an external confidential line for impartial advice and support if you’re struggling with your mental health. 

We can't wait to see you.