As the leading provider of Serviced Apartments in Cambridge, we are committed to the safety of our guests during the COVID-19 pandemic and have further enhanced the safety of the delivery of our service to this end.

Working within government guidelines at all times, Citystay can assure our guests of absolute confidence that they are being and will be looked after in a manner that considered their safety as paramount. 

As an ASAP/ISAAP accredited member, we can guarantee that our guests are able to #staywithconfidence.

Please find below our updated operating procedures to ensure this. 

COVID-19 Housekeeping Schedule

Citystay have, since inception, prided ourselves on our exceptional standards of cleanliness, and so the changes that we have made in light of the COVID-19 situation have served to further enhance our housekeeping standards and procedures to continue to offer clean and safe apartments to all our guests.

  • All members of our guest services and housekeeping teams wear Personal Protective Equipment at all times, including gloves and masks which will not be removed until they are outside of the apartment. This PPE is then disposed of in line with government regulation.
  • Apartments are fully disinfected and a deep clean is carried out at the end of every stay. Extra special attention is given to high touch point areas, and high grade, disinfectant and cleaning products are used as always. Citystay do not use wholesale cleaning products.
  • The high-touch areas that are regularly disinfected include, but are not limited to; door handles, light switches, in room tablets, safes, coffee machines and TV remotes.
  • Citystay have increased the frequency of the cleaning and disinfecting of all communal areas, to ensure the highest standard of cleanliness is maintained not just inside the apartments, but within the surrounding vicinity also.
  • A bottle of hand sanitiser will continue to be supplied free of charge to each apartment.
  • All hard surfaces (e.g. floors, desks, worktops, tables) are sanitised with disinfectant, a bleach solution, or mixture containing at least 70% alcohol.
  • All soft or porous surfaces (e.g. carpets, rugs, drapes) are sanitised using bacteria killing products appropriate to the surface.

Social Distancing

To assist with the slowing down of the spread of COVID-19, on the 23rd June, the government outlined “people should, wherever possible maintain a social distance of 2m. Wherever this is not possible, a distance of 1m plus should be maintained.”

Citystay have implemented the following policies to assist with social distancing guidelines.

  • Wherever possible, self-check ins will be implemented. The reservations and guest services team will provide full and detailed instructions on how to enter your property safely, and will be on hand via the telephone should you require extra assistance.
  • All key collection areas will be sanitised daily as a minimum, and always between arrivals.
  • Whilst our 24/7 service line will be available, we will be limiting apartment visits to emergency response only. In the event that this needs to happen, our staff will ensure they keep an appropriate distance at all times and will always wear PPE.
  • Our mid-stay cleaning service will be reduced to a simple linen drop and collection service.
  • We will also assist with a larger food order/delivery which can be available for guests when they arrive, should a delivery slot not be available from food delivery services.
  • All guests are kindly reminded to adhere to the mandatory social distancing rules during their stay. These are as mentioned above and the latest government advice can be found here.
  • Should you wish for further information, Citystay’s COVID-19 policy is available in it’s complete form on request.


To ensure that our staff deliver on our promise of guests being able to stay with confidence, Citystay are implementing the following training.

  • All staff employed by Citystay are be trained in our new COVID-19 protocols and operational procedures, ensuring that, at all times, staff carry out their duties in a considerate, healthy and safe manner. they work, at all times, in a safe manner. Where a third party must be used, only those who are able to provide proof of working to a detailed COVID-19 policy will be considered.
  • All Citystay housekeepers and guest services staff are trained in the additional hygiene expectations and the new cleaning schedules.
  • All staff are made aware of any new government or World Health Organisation guidelines as they emerge.
Housekeeping COVID-19


Citystay ask, that should a guest experience any symptoms of COVID-19 whilst staying with us, or has been in close contact with anyone with COVID-19, or is in isolation, we request you to notify us immediately in order that we can make your stay as safe and comfortable as possible. 

Citystay will continue to modify and adapt these policies and operational procedures as necessary, inline with UK government and WHO recommendations.