Hillingdon Libraries Space Hire

Help and FAQs

Welcome to Hillingdon Libraries help & FAQs page. If you have any queries regarding your enquiry or booking, please get in touch with the relevant venue directly by phone or email. You can find contact information for each venue on their respective pages under Our Venues. 

Frequently Asked Questions (FAQs) 

What hire rate/user group applies to my booking? 

Different hire rates will apply depending on the type of booking and whether you are a Hillingdon resident or a non-resident.  

When you sign up, you must upload supporting documentation to show you qualify for your chosen hire rate. 

If you are a Hillingdon resident, you qualify for the resident rate. You should upload an image of the side of your Hillingdon First Card that shows your name and card number; or your most recent council tax bill from London Borough of Hillingdon. 

If you are a non-Hillingdon resident, you will pay the non-resident rate.  

If your booking is for an activity that is not intended to generate profit, you should choose the non-commercial rate. Examples of non-commercial use might include charities, community meetings, social gatherings, hobby clubs, or private events such as birthday parties. 

 
If you are a registered charity, you should upload the registration certificate or any other document with your charity’s details on the register of charities. 
 
If you are hiring a space for commercial purposes or to generate profit, choose the commercial rate. Examples of commercial use include but are not restricted to tuition groups, exercise classes, delivering commissioned services or activities that might require attendees to pay a fee. 

 

What other documents should I upload to my account? 

You should also upload a copy of your Public Liability Insurance Certificate, either during the registration process or before the date of your booking.  

If you are planning to undertake activities involving children such as tutoring, you will also need to provide a copy of your DBS checks and your safeguarding policy.   

Any additional documents required for your booking will be discussed with you during the booking process.   

How do I upload documentation to my account? 

To upload documents or view existing documents on your account, you will need to head to your account Dashboard. You will find a link to your account dashboard at the top of the website. Once there, you can: 

View Existing Documentation 

  • Click Documents 

  • You will now see all uploaded documentation on your account 

  • You can sort by the following: 

  • File Name 

  • Category 

  • Expiry Date 

  • Upload Date 

Upload New Documentation 

  • Click Documents 

  • Click New Document in the top left of the page 

  • Click [Choose File] (Mandatory) 

  • The file must either be a PDF, DOC, DOCX or JPG file under 10MB in size 

  • Select a document Category from the dropdown (Mandatory) 

  • (Optional) Enter a description of the document 

  • (Optional) Enter the expiry date of the document 

  • Note: Once Uploaded, you cannot amend the expiry date of your document, if the expiry date is incorrect, please contact the Venue that you hire facilities at, they will be able to update this on your behalf. 

Booking Journeys 

BookingsPlus offers a variety of Booking Journeys that can be used to hire facilities, the journeys that are available to you are decided by the venue that you hire facilities at. 

Booking Requests - 'Book' 

This form of booking is a booking request, this will go through to the venue admin and will be reviewed, at this point it will either be Approved or Denied. 

Note: To submit a Booking Request, you must submit payment information to the Booking System, your card will not be charged until your Booking Request is reviewed by a Venue Admin, if this payment fails, the admin may either Reject your booking request or raise an invoice due for payment. 

If you're booking dates for future months, you have the option to select 'Pay as you go'. With this option, you will pay for the bookings in the current month once your Booking Request is approved and then receive a monthly bill on the 1st of each month for bookings in the following month. 

You will receive email confirmation once your booking request has been reviewed, and the status will also be shown on the Bookings tab on your Account Dashboard. 

Instant Bookings - 'Book Now' 

Instant Bookings allow you to check the availability of a bookable space and make payment to immediately confirm a booking in that space. 

Enquiries - 'Start Enquiry' 

For spaces that do not allow instant bookings or booking requests, you may submit an enquiry to the venue detailing your requirements, the venue will then be able to get back in contact with you and inform you whether a booking can go ahead. 

How do I view and confirm my bookings? 

To view and confirm your bookings, you will need to head to your account dashboard. 

  • Click Dashboard 

  • Click Bookings 

  • By default, you will see all bookings taking place from today's date onwards, if you would like to view previous bookings, click the X on the date filter that is showing today's date. 

How do I view my invoices and credit notes? 

To view any of your invoices or credit notes, and make payment for an invoice that has been raised, please follow the steps below: 

  • Click Dashboard 

  • Click the Finance tab 

  • Under the finance tab, you will be able to see all Invoices and Credit Notes on your account, you can filter these invoices by a variety of different filters available on this page. 

  • Any invoices that are due for payment, will have a [Pay] button, click this button to be taken to view the invoice and make payment via Stripe. 

Can I view the venue before booking? 

If you would like to view any of our venues, you can experience each space before you book, with our immersive 360° tours, head to the venue or space page of your choosing, and click the 360 Virtual Tour icon to take a look around the venue! 

When will I be billed for my regular bookings? 

If you select the ’Pay as you go’ option when making your bookings, you will be billed on the 1st of each month for your bookings in the following month. Advance bookings must be paid at least a month in advance. 

How do I cancel a booking? 

If you want to cancel a confirmed booking, you will need to:

  • Click Dashboard

  • Click Bookings

  • Under the bookings tab you will be able to find all your bookings. Using the filters will help identify the booking you need to cancel

  • Once you have found the booking you wish to cancel, click View

  • You can now choose to 'Cancel All', or use the checkbox against your specific booking items and then 'Cancel Selected'

  • Select a Reason for cancellation

  • Click Submit Cancellation

Cancellations or changes made with less than two weeks’ notice may be refused, and you will still be charged for 100% of the booking cost. Cancellations will be subject to the following charges:

  • More than one month’s notice - a full refund will be issued 

  •  Less than one month’s notice – a 30% charge will apply 

When cancelling, if your booking has been paid via Stripe and you are eligible for a refund, funds will be returned to the account you originally made payment from.

For other payment methods, an administrator will need to manually process a refund on your behalf. Please contact the venue via email once you have processed your cancellation so that they can arrange this refund with you directly.

Bookings cancelled with at least two weeks’ notice can be rescheduled once without cancellation charges being applied.  Please contact the venue to arrange.

If you are struggling to cancel your booking, please contact the relevant venue you are hiring with.

How do I check my Deposit status? 

To view/pay for a deposit on your account, you will need to head to your account dashboard and click on the Deposits tab.