Frequent questions

Reserves

How can I choose and book accommodation?

You can use our search system by entering the dates of your stay, a list of available accommodations will appear. Select each property to see its details and the booking form.

Are the prices per person or per room?

The prices are per room, but may vary depending on the number of users.

Are there any additional costs?

No. The final price is displayed on the confirmation page. You will only have additional costs if you request additional services such as change of sheets and towels or additional cleaning. Electricity and water are included in the price. In any case, it is advisable to consult the “conditions” section for the property description, in case longer stay require extra fees.

Is it necessary to pay a deposit for the property?

Not usually. But in some cases the payment of a deposit is required. For more information we advise you check the “conditions” section of the description of the accommodation. Once it is verified that the property has not been damaged, we will refund the deposit.

Is there a minimum amount of days required for each stay?

Most apartments have a minimum stay of 2 consecutive nights. For more information we advise you check the “conditions” section of the description of the accommodation.

When is the reservation paid?

To book the accommodations you must pay 15% through the website with credit card as a deposit. The remaining 85% will be paid in cash and in EUR upon check-in.

When is the booking confirmed?

After the reservation process, you will receive an e-mail with all the information confirming the booking. If you did not receive the confirmation e-mail or you had some kind of problem, please contact our Customer Service.

Should I include children / babies in the reservation?

No. Children under 2 years of age do not involve extra cost as long as they sleep with their parents or in a travel cot provided by the users. However, you must indicate whether you are travelling with an infant or baby when you book the property. Some of our accommodations have cots, so you should consult the “conditions” section of the description of the accommodation to check availability, and whether it involves some additional cost.

Check-in and Check-out

When is the check-in and check-out?

Normally, check-in is between 15:00 -20: 00 hours. Check-out must be at 11:00 hours. If you need to do the check-in or check-out after out of the stipulated time, you should contact the owner or person in charge in advance to confirm if the property is available outside these hours. In some cases you must pay extra to arrive after these times.  For more information we advise you check the “conditions” section of the description of the accommodation.

Where do I receive and hand over the keys?

The handover of keys is always done inside the property. We will give you the keys and the full information of the accommodation and its surroundings.

Properties have no reception in most cases. For this reason it is important that you indicate in advance the arrival time by e-mail, in order to arrange the handover.

To return the keys, you only need to leave them inside the housing in a place the person in charge will indicate. You must make sure you are not leaving some of your belongings inside before closing the door of the accommodation.

Can I leave luggage at the entrance or exit of the property?

Outside the set times for check-in and check-out, you can leave your luggage as long as the owner is aware of it. You must request this in advance to the person responsible for the accommodation, and he will confirm whether there is availability to do so.

Change of booking

Can I change the dates of a reservation?

In case of a small change of dates in the arrival or departure, you must contact our Customer Service. The sooner you communicate this to us, the more likely it will be for us to accommodate the reserve to new needs, but cannot always guarantee this. If this was not possible and you wanted to cancel the booking, the cancellation policy established in the legal terms will be applied. A partial cancellation (shorten the stay) is considered a cancellation.

How do I cancel a reservation?

If you need to cancel your reservation, you must notify our Customer Service. In case of cancellation, the reservation deposit is not returned. We recommend hiring a travel insurance with the necessary coverage, if you may need to cancel your reservation.

What happens if the property is not available upon arrival due to unexpected reasons?

We will offer accommodation of equal or superior quality if we have availability, otherwise we will refund the reservation deposit.

Information on the properties

Is there internet access in the housing?

To obtain this information you must check the “conditions” section for the property description. You must request this service to the person responsible.

Is there a daily cleaning service during my stay?

No. The accommodation is cleaned and the final cleaning is included in the price. In most cases you can request a daily cleaning service, which has an additional cost. The properties include cleaning products.

Do the accommodations have cots and / or high chairs?

To obtain this information you must check the “conditions” section for the property description. In some cases, cots and high chairs are available at an additional cost.

Are sheets and towels included?

All of our accommodations include sheets and a set of towels per person.

Can I smoke in the property?

To obtain this information you must check the “conditions” section for the property description.

Are pets allowed?

Not usually. For more information we advise you check the “conditions” section of the description of the accommodation.

Where can I view the address of the accommodation?

We will send you the exact address of the accommodation in the confirmation e-mail.

Help during your stay

If I need help or information during my stay, who can I ask?

You can call the person in charge of your accommodation or contact us during business hours. We will also provide you with a telephone number for emergency assistance, operating 24 hours.

And what if I have any complaints about the accommodation?

Contact the person in charge of your accommodation or our Customer Service. We will try to solve the problem as soon as possible.