Frequently asked questions
HOW TO BOOK |
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Prepayment & Payment |
THE APARTMENT |
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ARRIVAL and CHECK IN |
During your stay & Check out |
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If you have more questions, you can send us an e-mail to info@homesfortravellers.com or call our customer service at   +34 914442719
How do I book an apartment ?
STEP 1: Search for apartments |
To
view apartments which are available for the time of your stay, you can
use the availability search above. The website will then show which
apartments are available on the dates that you have specified, and only
those which offer accommodation for the number of people you have
entered.
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After
making your choice of apartment, click on the book now button on the
page showing the accommodation details. By clicking the book now button
you will be directed to the booking form. |
STEP 2: Online booking form |
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On
the booking form you can review the booking data and fill in your
personal details. Please also read carefully the terms and conditions
which apply for all bookings.
After checking your booking details and entering all the required
information, you can continue with the online prepayment. |
STEP 3: Credit card pre-payment |
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To book the apartment you make an online prepayment. The amount for the
prepayment is shown in the price calculation and on the booking form.
The remaining balance is to be paid upon arrival.
The credit card transaction will be completed within the protected
environment of our secured payment system. To read more about secure
booking, click on credit card safety in the menu.
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STEP 4: E-mail confirmation |
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Once you have completed the prepayment, the apartment is booked and you
will receive instantly the booking confirmation by e-mail.
In the confirmation e-mail you will receive full information about what
to do upon arrival. The owner/manager automatically receives your
booking confirmation to notify him/her of your stay. |
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Is it safe to pay with my credit card?
Yes, our credit card payment pages are SSL secured through the ServiRed
payment system of the bank the Caja España. For the pre-payment you
will be redirected to the secured payment system, where you can enter
your card details in a secure environment.
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How do I know it is safe?
When you enter the card details on the payment page, you will see a
small icon at the top of your internet browser, which tells you it is
safe.
You will also see that the URL address has changed, from "http:" into "https:" where the "s" stands for secure.
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Will my personal details be handled confidentially?
We
always handle all personal details you provide us to make a booking in
a confidential way. We will only request information that is necessary
to proceed with the booking.
Personal data such as your
name, e-mail address and telephone number will only be shared with the
owner of the apartment if necessary. Your information is only used for
reservation purposes, for example to update you on the status of your
booking. This information is not shared with any other party.
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What do I do on arrival in the destination city ?
You
need to call your accommodation manager, using the phone number
provided on your confirmation email, as soon as you arrive in the
destination city (at the airport or transport terminal, or when you
reach the outskirts of the city) to arrange a time to meet and check-in
at your apartment.
The accommodation manager
will then meet you at the apartment at this arranged check-in time. You
are shown around and you pay the open balance plus the damage deposit
to get your keys.
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When do I get my booking confirmation ?
As
soon as the prepayment process has been fully completed, you receive a
booking confirmation email, which is sent to the address you will have
provided on your online booking form.
The booking
conformation email contains information such as your accommodation
manager contact, the full address of the apartment and the payment
breakdown.
Please refer to the How to Book section of our website for more information.
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For how many persons should I book?
The
price of the apartment per night usually depends on the number of
persons sharing the accommodation. This ensures the best value for you,
even if you have a small travel party in a larger apartment.
Even if the total number of persons varies during your stay, you will
still have to book for the highest number of persons that will be
staying in the apartment.
E.g. If you book for four nights, wherein two nights there will be 4
persons and the other two nights there are 3 persons; you will still
need to make the booking for 4 persons.
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What do I pay for infants and young children?
You
only pay for children ages 3 and over. When entering your number
of people, to search for an apartment, please exclude infants and young
children under 3 years old. If the child requires the use
of a bed during their stay, you must take it into account when making a
reservation request. You can check in the “Amenities”
section of each apartment’s page to see if there are baby cot or high
chair available.
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Can I modify or cancel my booking ?
If
you wish to change or modify the number of guests or number of nights,
after you have made the booking, you need to let us know by email as
soon as possible, at bookings@homesfortravellers.com. Please make sure to quote your booking reference number, which can be found on your booking confirmation email.
If you want to change the apartment you have booked, this is considered
a defacto cancellation. The pre-payment is not refunded; you will
need to make a new booking.
Please note that the prepayment is non-refundable, not even in the case of force majeure.
If you wish to cancel, after you have made the booking, you need to let us know by email as soon as possible, at bookings@homesfortravellers.com. Please make sure to quote your booking reference number, which can be found on your booking confirmation email.
Cancellation fees, where applicable, depend on the amount of notice
given. Please refer to our Terms and Conditions for the full
terms of cancellation and fees.
We recommend our customers to purchase travel insurance with cancellation cover.
Read our Terms and Conditions for more information on modifying or cancelling your booking.
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What type of payment do you accept for the prepayment ?
To
make the online prepayment with a credit card you need a major credit
card such as Mastercard AMEX or Visa. Also you can make the payment using the Paypal payment service.
Paypal accepts payment by debit card and in some countries even by bank
transfer.
Also we offer these payments options:
By Telephone
Please phone us and one of the Homes for Travellers Staff member will
be happy to take your Credit Card details over the phone. We will complete
the transaction and send you an email to confirm the reservation PHONE:
    +34 91 4442719 Office Hours: Monday through Friday 10:00 AM to 7:00 PM
Saturdays from 9:30 AM to 1:30 PM CET
By Bank Transfer
If you wish to pay the booking deposit by Bank Transfer, please, send to us an email and we will give you the full details.
Remember that you will be responsible for the commisions that the banks
can apply.
Please, notice that the booking is not firm until we have received the
confirmation of the bank transfer. You can send it by email or by fax.
During check-in, you will pay the
remaining open balance along with the damage deposit, as stated on your
booking confirmation email. Most of ours
apartments can take full payment by credit card by adding an extra
charge of 4% of the total. You can check in the “Amenities”
section of each apartment’s page to see if the apartment accepts full payment of the balance due by credit card.
Please note- if you require a receipt of payment for the remaining
balance, you need to let us know at least 48 hours before your arrival
so that the accommodation manager will be able to provide this for
you.
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What type of payment do you accept on arrival ?
During
check-in, you pay the remaining open balance along with the damage
deposit, as stated on your booking confirmation email.
The standard method for this payment is in CASH ONLY, unless clearly
stated otherwise on your booking confirmation email and on the
apartment’s page. However, most of ours
apartments can take full payment by credit card by adding an extra
charge of 4% of the total. You can check in the “Amenities”
section of each apartment’s page to see if the apartment accepts full payment of the balance due by credit card.
The apartments operate a “No cash- no check-in” policy.
If
you wish to pay the remaining balance by Bank transfer, must be done in
advance of your arrival day, and we need you to send us by email the
bank transfer confirmation.
Please note- if you require a receipt of payment for the remaining
balance, you need to let us know at least 48 hours before your arrival
so that the accommodation manager will be able to provide this for
you.
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Can I pay with my credit card on arrival?
Yes, most of ours
apartments, but not all, can take full payment by credit card by adding an extra
charge of 4% of the total. You can check in the “Amenities”
section of each apartment’s page to see if the apartment accepts full payment of the balance due by credit card.
Please, confirm in advance by email that you prefer this method of payment of the remaining balance.
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Can I request a receipt or invoice for the remaining payment ?
If
you require an invoice or receipt for the remaining payment on arrival,
you will need to request it at least 48 hours before your arrival. Send
your request, with your booking confirmation number, to bookings@homesfortravellers.com.
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What is the exact address of the apartment ?
When you book the apartment, you receive a booking
confirmation email with the full address of the apartment. On occasions
where the apartment is hard to find, directions are also provided.
For privacy reasons we do not show apartment addresses on the website,
nor can we give out an address before a booking has been made for the
apartment.
Look at the “View location imagen” on the apartment’s page to see the area map or the link to the google map.
The nearest public transport stop, such as bus, metro or tram, is given
in the “neighbourhood and location” description for each apartment, to
locate the apartment with ease.
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Can I find out more about the neighbourhood and location ?
Look at the “View location on map” on the apartment’s page to see the area map or the link to the google map.
The nearest public transport stop, such as bus, metro or tram, is also
given in the “neighbourhood and location” description for each
apartment, to help you locate the apartment with ease. This section
also briefly decribes the immediate neighbourhood of the apartment and
its surroundings.
To read more about what you can expect from each district, you can read
our "Madrid Info Guide " guide for each destination city.
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What equipment or extras are provided with the apartment ?
The
apartments are fully serviced with bed linen and towels and the
kitchen will have a full set of kitchenware and cooking utensils such
as plates, cutlery, glasses, pots and pans.
Items such as a hairdryer, baby cot or internet,
vary per apartment. Please check in the “Property Features-Amenities” section of each
apartment’s page to see what is provided with the apartment selected.
In this section you will see whether a baby cot or high chair is
provided with the apartment. Sometimes it is required to request
this faclity; sometimes it is subject to availability.
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Is it possible to request a baby cot or high chair ?
Please
check in the “Property Features- Amenities” section of each apartment’s
page to see what is provided with the apartment selected.
In this section you will see whether a baby cot or high chair is
provided with the apartment. Sometimes it is required to request
this facility; sometimes it is subject to availability. You will be
given the option to request, where applicable, after you book.
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What about cleaning the apartment?
Prior
to your arrival the accommodation will be cleaned and prepared for your
stay. On your departure, you are expected to leave the apartment
in a reasonable condition, for example, in taking out garbage bags and washing up the dishes and pots.
If you require extra cleaning during your stay, you can ask your
accommodation manager during check-in, in order to arrange a schedule
and inquire about any additional cleaning fee which depends on the size
of the apartment and on the number of guests. The extra cleaning
includes change of bed linen and towels.
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What about if I need more towels or sheets?
You
will find in the apartment a set of towels per person and bed linen for
the beds/sofa-beds. For stays longer than 7 days an extra set of towels
per person and extra bed linen is provided.
If you
require extra bed linen and towels for stays shorter than one week,
there is a charge of 5 euros per set of towels and 5 euros per bed
linen per bed.
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Are there parking facilities near to the apartment ?
Parking
facilities vary per apartment, however there will normally be a car
park within a few minute’s walk of the apartment. Sometimes there
is free parking or on-site parking; please refer to the “Amenities”
section of the apartment’s page to check.
To find the nearest
car park to your apartment, you can consult the parking link, which is
found in our public transport section for each city. This
link allows you to enter the address or area, in order to find the
nearest car park available, with a guide to pricing.
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Are pets allowed in the apartment ?
As
much as we like pets, for reasons of allergies of other clients and
possible damage to the apartment, bringing a pet is strictly forbidden,
unless it is clearly stated otherwise in the “permissions” section of the
apartment’s page.
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Is smoking permitted in the apartment ?
Please
refer to the "permissions" section of each apartment's page to
see whether smoking is permitted. If an apartment is non-smoking, you
are permitted to smoke on the outside areas of the apartment, such as
on the balcony or terrace.
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Do you provide an airport pick-up or shuttle service?
No, we don't provide an airport transfer service, however taxis are readily available at the airports.
For advice and information on getting to and from your destination
airport, please take a look at the Madrid City Guide section on our website.
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How do I get to the apartment ?
Please consult the “View location on map” on the apartment’s page to see the area map or the link to the google map.
The nearest public transport stop, such as bus, metro or tram, is also
given in the “neighbourhood and location” description for each
apartment, to help you locate your apartment with ease.
On occasions where the location of the apartment may be difficult to
find, directions are provided in your booking confirmation email.
Please also refer to our public transport section for each city, for
detailed, hassle-free information on how to get from the airports and
how to use the public transport, with a guide to pricing, where
available.
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How do I get the keys?
The
accommodation manager will give you the keys, with functional
explanations wherever necessary, during check-in and payment.
The
standard for each apartment is two sets of keys; on occasion where you
are travelling in a large group, extra keys may be provided, by request
only and subject to availability.
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How do I check-in at the apartment?
You will be meet at the apartment in Madrid upon your arrival by a
member of Homes For Travellers staff who hand over the keys and also show
you around the apartment. Please read the following steps in order to
familiarize yourself with the arrival and departure process, like
receiving the keys of the apartment or getting refunded your damage
deposit upon departure from the apartment in Madrid.
1. Together with the confirmation of your reservation, Homes For
Travellers will send you an email containing all the information you need
for your arrival: Location and address of apartment and the Telephone
number and email of Homes For Travellers person in charge of the check
in.
2. You will be asked to reply by email as soon as
possible with the time of your arrival in Madrid so that the Homes For
Travellers person or owner of the apartment can arrange a
time to meet and check-in at your apartment. If the apartment that you have booked
allows full payment by credit card, please, also let us know it in advance
by email.
3. When you arrive in Madrid we would ask you to call Homes For
Travellers contact from the airport or ,at least
one hour before to your arrival at the apartment. Then,
the HomesforTravellers staff will go to the apartment to welcome you.
Please note; for arrival to the apartment between 20.00 and 24.00 hours
there is a late check-in fee of 30€ and for arrivals from 24.00 to 02.00
am there is a very late check in fee of 50€. The latest check-in time is
2am.
You
need to call your accommodation manager, using the phone number
provided on your confirmation email, as soon as you arrive in the
destination city (at the airport or transport terminal) to arrange a
time to meet and check-in at your apartment.
The
accommodation manager will then meet you at the apartment at this
arranged check-in time. You are shown around and you pay the open
balance plus the damage deposit to get your keys.
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What do I pay during check-in ?
During
check-in, you pay the remaining open balance along with the damage
deposit, as stated on your booking confirmation email. The damage
deposit (found in the “minimal requirements” section of each
apartment’s page) is fully refundable on your departure.
The
standard method for payment is in CASH ONLY, unless clearly stated
otherwise on your booking confirmation email and on the apartment’s
page. The apartments operate a “No cash- no check-in” policy.
Please note- if you require a receipt of payment for the remaining
balance, or a rental agreement with the accommodation owner, you need
to let us know at least 48 hours before your arrival so that the
accommodation manager will be able to provide this for you.
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What time is check-in? Can I check-in earlier ?
The
standard check-in time is between 15:00 and 20:00, unless clearly
stated otherwise on the apartment’s page. The information is also
given on your booking confirmation email.
Please note; for arrival to the apartment between 20.00 and 24.00 hours
there is a late check-in fee of 30€ and for arrivals from 24.00 to 02.00
am there is a very late check in fee of 50€. The latest check-in time is
2am.
It is common that other guests will be checking out of the apartment on
the same day that you arrive. To allow for check-out and
cleaning, it may not be possible to request an earlier check-in.
You can call your accommodation manager from 09:00am on the day of your
arrival to see if an earlier check-in is possible.
If an early check-in is not possible, you may be permitted to leave
your luggage from 11:00am onwards and return at the normal check-in
time, when the apartment will be ready for you.
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Who do I contact with queries during my stay ?
Any
queries regarding your apartment or its equipment should be directed to
your accommodation manager during your stay. The name and contact
phone number of your accommodation manager can be found on your booking
confirmation email, along with an alternative contact number, just in
case.
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What about if I lost the keys?
We
ask you to take care of the apartment and its equipement. So, if you
lost the keys there is a charge of 50 euros, which will be discount of
your Security Deposit.
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What time is check-out ? Can I check-out later?
The
standard check-out time for an apartment is between 10:00am and 11:00
noon. This information is also given on your booking confirmation
email.
Check-out departure during the night or
early-morning (between 22:00pm and 09:00am) may attract an additional
charge, unless you have given us your credit card details as the
Security Deposit guarantee, so we can inspect the apartment next
morning.
Only in case that there are no other guests
arriving the same day, you can stay in the apartment until 15:00 paying
an extra charge of 50 euros. For check-out from 15:00 to 22:00, you
will be charged a full day's rate.
There is no guarantee of a late check-out, as there may be guests
arriving on the same day that you leave the apartment. You can ask your
accommodation manager on your arrival if a late check-out is possible.
If you need a later check-out you could book the extra night.
Alternatively you can use the luggage storage services at main
transport terminals such as train stations.
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How do I check-out of the apartment ?
Your
accommodation manager will meet you at the apartment at the standard
check-out time (if no other check-out time was arranged) for inspection
and refund of the damage deposit.
The
damage deposit (when paid in cash) is fully refundable, provided that no damages have
occurred and the apartment is being left in a reasonable
condition. You are required to report any damages during your
stay. Please refer to our Terms and Conditions section of the
website, regarding use and care of the apartment and its equipment.
There is no guarantee of a late check-out, as there may be guests arriving on the day of your departure.
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Where can I store my luggage after check-out ?
If
you need to store luggage until your departure from the destination
city, please check our Public Transport section for each destination
city, which lists the main transport (rail or bus) terminals with
luggage storage lockers, with pricing where available.
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