Frequently asked qustions
1. BOOKING
How do I book an apartment/villa?
Bookings are confirmed on the basis of partial payment of the total cost of the stay, made via bank transfer (NO immediate confirmation) or credit card (immediate confirmation).
How do I get hold of the accommodation address and details of the contact person?
From the booking confirmation e-mail, which contains information on the contact person and apartment, as well as an interactive access map.
How do I modify the details of my booking?
You can use our contact form to make any required changes to your booking: number of people, dates of stay, type of accommodation booked, destination etc. Subject to availability, OK Apartment applies standard tariffs and will arrange a new reservation without extra charge for any changes made. OK Apartment keeps the right to cancel a reservation if there is no notification about changes before the date of arrival.
How do I cancel a booking?
You can use the contact form to cancel your booking. In case of a cancellation clients will forfeit their booking fee, irrespective of personal circumstances leading to the cancellation. If a client does not arrive on the agreed arrival date, or if a cancellation is made on the same day, they will be charged 50% of the total cost of the stay. We recommend that clients arrange travel insurance to cover this cost in case of cancellation.
2. CHECK IN AND CHECK OUT
At what time can I arrive at the apartment, and leave it?
Check in hours are from 15:00 to 20:00. All apartments allow check in after 20:00. However, sometimes this may imply an additional charge. You have to check out before 11:00am. For more information, please visit the “check in and check out“ page of the apartment (or villa) you have chosen.
Who hands over the key?
The contact person for each apartment will agree a suitable time to meet you to hand over the keys. Contact details are provided in the booking confirmation email.
How do I get to the accommodation?
Each apartment description contains information on how to get there. Additionally, you will receive an interactive map with your booking confirmation e-mail.
3. PAYMENT
How is my payment processed?
There are 2 steps: the booking payment, and the lodging payment to be made once the keys are handed over. The booking fee amounts to 23% of total cost of the stay. The remaining amount is paid in cash when the keys are handed over on arrival. The customer must also pay a deposit on arrival, which is returned on departure as long as the apartment has been left in a satisfactory condition.
Is there a rental contract?
Yes. Customers must sign a rental contract which states the dates of the stay, as well as customer and proprietor details. The contract also gives payment details: booking fee, amount remaining to be paid, and deposit.
Can I be sent an invoice?
Yes, you can print off an invoice for payments made to Home Online Spain SL from the website, or from the booking confirmation e-mail. The remaining payment for the stay is made directly to the proprietors, who will issue a receipt to the customer, as they are often unable to dispatch an official invoice.
Is there any risk using a credit card on your website?
Customers pay directly through the Banco Popular Español or PayPal. The payment system offered by these companies uses the latest technology in secure electronic data transactions. Home Online Spain SL does not have access to credit card numbers.
4. APARTMENT / VILLA
What does the total price include?
The total price includes: taxes, commission, utility supplies (electricity-water-gas), clean bed linen and towels, and cleaning on the day of departure.
What about cleaning?
All apartments are completely cleaned for your arrival, and clean towels and bedding are provided. Any further cleaning during the stay is charged to the customer.
Is it possible to accommodate young children and babies?
Yes, but not all apartments are equipped with children beds and/or highchairs. For more information, please see the “equipment” section of the apartment you have selected.
Are pets allowed?
It depends on the apartment. For more information, see the “Further information” section of the apartment you have selected.
Will there be other customers in the apartment I have booked?
There will never be any other customer staying in the apartment you have booked.
