Questions fréquemment posées

1- Entrez votre date d'arrivée et de départ ainsi que le nombre de personnes souhaité. Une liste d'appartements disponibles correspondant à vos critères de recherche apparaîtra.

2- Sélectionnez l'appartement ou les appartements que vous préférez dans la liste. Vous y trouverez toutes les informations nécessaires pour vous aider à trouver l'appartement qui correspond le mieux à vos besoins : photos des différentes pièces, plan, services les plus importants, commentaires et détails des prix.

3- Pour confirmer votre réservation, 30 % du total sont requis. Le reste sera versé lors de l'enregistrement à notre personnel qui vous accueillera à l'adresse de l'appartement.

Veuillez contacter notre équipe par e-mail pour plus de détails à l'avance. En plus de l'acompte, nous vous demandons de renseigner vos coordonnées et de sélectionner votre mode de paiement préféré:

- Carte de crédit : C'est la méthode la plus simple, la plus rapide et la plus sûre.
La réservation se fait automatiquement et sans délai.

- Paypal : Aucune inscription n'est requise et c'est également rapide et sûr car la réservation est confirmée automatiquement.

- Virement bancaire : Nous vous enverrons un e-mail avec des instructions détaillées expliquant comment effectuer le virement. La réservation sera confirmée dès que vous nous enverrez un e-mail avec le reçu du virement bancaire.

4- Dès que vous aurez effectué la réservation, vous recevrez un e-mail avec la confirmation. Vous devez l'emporter avec vous car il détaille toutes les informations dont vous avez besoin pour accéder à l'appartement ou faire des demandes de renseignements : numéro de réservation, nom et adresse exacte de l'appartement, informations sur la manière d'effectuer le paiement en attente, etc.

Normally, the apartment is handed over from 2:00 p.m.

If you arrive before the check-in time, our customer service office is available during office hours to store luggage and suitcases.

We can let you in before the established time, only if the apartment is free and ready, but we cannot confirm this until the day before arrival, since another client could book the apartment with check-out on the same day and we need to prepare it for your stay.

Check-out time is 11:00 am: vacating the apartment at this time is important for our daily schedule of cleaning tasks.

Before leaving the apartment, please close all doors and windows, turn off lights and electrical appliances, remove the trash, leave the keys on the living room table, and make sure the entrance door is properly closed behind you.

Up to 14 days before your arrival, you can cancel your reservation free of charge. Please remember that you must notify your reservation cancellation by email, indicating your reservation ID.

For cancellations notified less than 14 days before arrival, the amount paid will not be refunded.

Date changes for a reservation are allowed to add days before or after the reserved date, only if they are available. The reserved days can also be reduced by notifying us 14 days before the arrival date.

If the apartment you have booked is not available due to an unforeseen event that we cannot resolve in time, we reserve the right to accommodate you in another apartment with similar or even superior characteristics. In this regard, both parties are authorized to cancel the contract, in which case we will refund the amount paid (except for the days you have been staying in the apartment, if any).

We request payment of a fully refundable security deposit.

The amount can vary between 200 and 300 Euros depending on the apartment selected. In the case of rentals of more than one month, the security deposit is two months of the monthly rental amount. The refund of the security deposit is made after checkout, once the correct condition of the apartment has been verified. It can take between 1 and 5 days depending on the payment method selected.

It is charged by credit card: it simply works as a “block”, in some cases as a charge, to speed up the return time of the banking system. The refund or release of the corresponding amount can take 3 to 5 days or it is automatically released after 15 days if a pre-authorization was made.

Another option is to request a refund of the deposit by bank transfer. The time and costs of the transfer depend entirely on the bank.

Important: The operation of the refundable deposit explained above applies to most apartments, please request detailed information for specific properties.

You will find a clean and tidy space upon your arrival.

The apartment always includes a final cleaning service that is carried out on the day you leave the apartment and before the next visitors arrive. The cost of the final cleaning depends on each apartment and is always detailed in the information sheet for each one.

Extra cleaning: You can hire it through our staff. The amount is the same as that already included in the rent. You can check it in the price breakdown before making the reservation or in the reservation confirmation that we send you by email. Contact us 48 hours in advance to find out the possibility of scheduling the extra cleaning, depending on the availability of the cleaning team.

Cleaning when leaving an apartment: Although you will not have to clean it completely, we do require that all dirty dishes be washed and the rubbish collected and deposited in the corresponding containers outside the apartment.

Failure to comply with these points will force us to deduct the amount corresponding to cleaning from the deposit.

Cleaning for stays of 15 days or more and for monthly rentals: it is an essential requirement to hire an extra cleaning every 15 days for maintenance and change of sheets. The rate depends on the apartment booked and is always detailed in the corresponding apartment file.

All apartments have a set of towels per person, bed linen, and toilet paper.

Tourist apartments are required to charge the current rate for all visitors to Catalonia over 16 years of age.

The amount is communicated in the booking confirmation (it changes every year).

In 2024 it has risen to €6.05 plus 10% VAT.

A maximum of 7 days is charged. Check the details of your reservation for possible cost updates depending on your stay.

The tourist tax must be paid to the member who checks you in at the apartment.

Some apartments have a parking space as detailed in the information sheet, but others do not: we recommend checking the Parking BSM website or the parkclik.es  app to find out the best options and availability near your apartment.