Question 1

How can I find the perfect property for me?

Accepted Answer

Visit our website and locate the search bar. Enter your destination and the requested dates to check available properties. Once in the property listing, we recommend applying filters to refine your search (# bedrooms, # price, # amenities, etc).

Question 2

How can I make a reservation?

Accepted Answer

You can complete the entire process online. On the property's page, complete the booking process in just 3 steps: entering your details, making the payment (credit card or transfer), and signing the contract. Rates may vary depending on availability and selected dates. The platform will display similar options for your choice.

Question 3

Can I visit the apartment before renting it?

Accepted Answer

We understand the importance of visiting the property before making a decision, so we will be happy to arrange a visit, subject to availability and authorization from the current tenant. To coordinate it, contact us at least 48 hours in advance. Our agents know each property and are ready to assist you.

Question 4

When do I need to make payments for my reservation?

Accepted Answer

The payment schedule varies depending on the length of the stay.

Question 5

What does the service fee include?

Accepted Answer

The service fee covers the management and ongoing operation of the reservation and includes essential services such as 24/7 assistance, check-in, maintenance coordination, reservation administrative management, and final cleaning and property inspection at the end of your stay.

For daily bookings, the amount is a fixed fee per reservation, and for monthly bookings, the value is a percentage of the monthly rent. Check amounts on the property page.

Question 6

What is the security deposit?

Accepted Answer

It is an amount of money that the tenant pays when formalizing their reservation and aims to guarantee compliance with the terms of the lease contract and cover possible damages attributable to misuse. The refund is made within a maximum of ten working days after departure if the property is in the same condition as it was delivered.

Question 7

What are the payment methods at Homeclub?

Accepted Answer

For payments with credit/debit card (VISA or MasterCard), there is an additional 0.99% surcharge, and a 3.5% surcharge for payments with American Express.

Question 8

Can I change the dates of my reservation?

Accepted Answer

In certain situations, you can modify the dates based on availability. To do so, contact a Homeclub reservations agent to explore options. Please note that changes may involve price adjustments depending on the season and notification period.

Question 9

How can I get a discount?

Accepted Answer

The discounts we offer are linked to the length of your stay. Please check the property page for more information.

Question 10

Can I cancel my reservation?

Accepted Answer

Cancellation Policy for Daily Bookings:

Question 11

When should I make my reservation payment?

Accepted Answer

The payment calendar depends of the length of stay. In order to confirm a reservation for 60 nights or less, we ask clients to pay in advance the full rental fee and a reservation fee and security deposit that are calculated based on the size of the property.
For reservations longer than two months, our sales team will ask you to pay the first two months of your reservation in order to confirm the reservation. The remaining monthly payments will be paid one month in advance along with a service fee.
To confirm a reservation at Homeclub, the tenant must have made the payment of the total stay. Payments can be made by credit card or bank wire (we accept international transfers up to 7 days prior to arrival and national transfers up to 72 hours prior to arrival).
After five days without the client paying the rent on the schedule day, we will be charged for each day of delay 5% on the amount of the rent.

Question 12

What is the service fee?

Accepted Answer

The service fee is a monthly payment of 3% + VAT 21% of the property’s rental value. The fee includes the management and operation of the reservation, including 24/7 maintenance assistance, and the final cleaning of the property upon your departure.

Question 13

What is the security deposit and when is it refunded?

Accepted Answer

It is obligatory to pay the deposit before starting the reservation. It is paid together with the mandatory principal payment. The security deposit will not be charged at check-in and will not be accepted in cash.

Question 14

What are the Homeclub payment methods?

Accepted Answer

There are various payment options: through the Personal Area you can use a credit or debit card (VISA or MasterCard). You can also pay with American Express where you will be charged 3.5% commission (see highlighted point below regarding payment with AMEX).
We accept payment transfers to our bank account in offices of the same bank. Payment must be made 2-3 days after the reservation and always before the date of arrival. At Homeclub we do not accept cash payments.

Question 15

I can't access my personal area

Accepted Answer

If you are unable to access your Personal Area, we encourage you to take the following steps:
Check that you have entered your login credentials correctly. Remember that your username and password are case sensitive.
Follow the password retrieval steps displayed at the login screen.
If you are still unable to access your user area, please get in touch with one of our agents by sending an email to reservations@homeclub.com; we'll get back to you within 24 hours to help you access your account.

Question 16

Why has my account be deactivated?

Accepted Answer

The most likely reason for your account being deactivated is for having had too many incorrect login attempts. If this is the case, you will need to get in contact with our reservations team in order to reactivate your account.
Fear not: none of your personal information will be deleted or compromised if your account is deactivated.

Question 17

How will the check-in at the property be?

Accepted Answer

Our check-in hours are from 4:00 p.m. to 8:30 p.m. Arrivals between 8:30 p.m. and 9:00 a.m. will incur an additional charge that must be paid before checking in at the property. Contact us for information on extra charges.

It will not be possible to change the check-in time within 24 hours before your arrival through the website.

Check-in may be in-person or self-service depending on the property. Please check the amenities on your property listing to verify the check-in method.

Question 18

If I arrive earlier than expected, what can I do with my luggage?

Accepted Answer

If you arrive earlier than expected and the property is not available, our agents can help you locate the nearest luggage storage so you can leave your luggage in a safe place.

Question 19

What documentation should I bring at check-in?

Accepted Answer

You do not need to print or bring any documents at check-in; the check-in agent will take care of it. However, you will need to bring your identification (i.e., passport or ID) with which you confirmed your reservation on our website.

If the property will be received by a different person from the reservation holder, contact a Homeclub agent so you can sign the corresponding authorization.

Question 20

What do I do if I need something additional upon arrival at the property?

Accepted Answer

To coordinate your request, contact us through our website, assistance during the stay, and we will resolve your request as soon as possible.

Question 21

Can I pay upon arrival or at check-in?

Accepted Answer

You cannot pay upon arrival unless you have booked an immediate check-in 5 or 6 hours in advance.
Our flexibility means that we are open to last-minute check-ins, but we ask that you keep the previous point about ‘immediate check-ins’ in mind.
We do not hand over the keys until all fees have been paid.
A reservation payment cannot be made upon arrival, with the exception of special circumstances, such as those for ‘immediate check-ins’ (reservations made within 6 hours in advance of arrival time). Our aim is to be as flexible as possible with respect to check-ins, therefore we are open to last minute bookings.

Question 22

Will I have to sign anything upon arrival?

Accepted Answer

Yes. There are three documents that you must sign upon arrival:
The rental contract
Addendum (only if applicable)
Annex (not applicable in all cases)

Question 23

What documentation should I bring with me to check-in?

Accepted Answer

You don’t need to print or bring any document to check-in; the check-in agent will take care of everything. However, you need to bring your photo ID (the same passport or identity document that you used to make your reservation).

Question 24

Who will give us city recommendations?

Accepted Answer

Our check-in agents live and work in the city and will delighted to give you advice so you can get the most out of your stay; simply ask during the check-in. In any case, we will give you city recommendations that you will find of interest.
If during your stay you have planned a lot of activities, our reservation team will be at your disposal to help you get tickets for events, the theatre, etc. We are there to organise anything you need to make your stay unforgettable.

Question 25

Will there be food in the apartment when I arrive?

Accepted Answer

In all our apartments in Madrid we provide a small welcome pack with coffee, milk, biscuits and water so you can feel at home when you arrive.
However, after every departure, we throw away any food left over from previous guests for hygiene reasons. If you want us to fill the fridge and/or pantry, we can organise to do so with no trouble. You just need to contact our reservations team, who will also confirm the cost of the service.

Question 26

What do I do if I see some sort of problem with the property upon arrival?

Accepted Answer

Each property has a Property Management assigned to it and 48 hours before your check-in you will receive an email with the contact details of the assigned person so you can email or call him/her for any assistance you may need during your stay.
We also have a maintenance team. Each of our cities have a maintenance team that can be contacted at any time of day, delivering a swift and efficient service to our guests.

Question 27

How can Homeclub guarantee quality control before my arrival?

Accepted Answer

Quality and consistency are the main pillars of our service. All our apartments are cleaned regularly, both at the moment of departure and during periods when they are empty.
We also have an extensive quality control process regulated by our internal team. After each stay, the guests have the opportunity to give feedback, a procedure that we take very seriously for subsequent cleanings.

Question 28

Does the apartment have international TV channels?

Accepted Answer

Some of our apartments have access to international TV channels. If you want to know if your apartment has them, we ask you to check in the section of services and installations on the property description, where we always display this information.

Question 29

Are the apartments smoke free?

Accepted Answer

All the apartments have a no-smoking policy that restricts smoking to terraces or outside areas. Bear in mind that we cannot guarantee that no one has ever smoked in your apartment. If someone has smoked, our deep fabric cleaning should eliminate most of the evidence.
If guests have smoked in the apartment, they will have to pay for the fabric cleaning which will be deducted from the security deposit.

Question 30

Are the mattresses soft or hard?

Accepted Answer

As part of our décor standards, we work with a wide range of high-quality mattresses in order to cater to a wide range of requirements. The vast majority of our mattresses are FLEX (the brand used in many international hotels).

Question 31

Does the apartment have a hairdryer?

Accepted Answer

Yes! All of our apartments have at least one hairdryer.

Question 32

Can I host a party in the apartment?

Accepted Answer

We ask that all of our clients respect their neighbors and the building’s designated quiet hours (normally after 10.00pm).

Question 33

Can I have visits from friends during my stay?

Accepted Answer

Unlike hotels, our houses are real homes. Because of this, naturally all visits from friends are welcome.

Question 34

Can I bring my pet?

Accepted Answer

The homeowner is the one who decides if you can bring pets into the apartment, but it is not allowed in the majority of cases. In cases where the homeowner accepts pets, please bear in mind that that could incur additional charges.

Question 35

Can I request a crib or a high chair?

Accepted Answer

Of course! You can request any of these items by contacting us. The requested items will be in the apartment on the day of your arrival subject to availability.

Question 36

How many sets of apartment keys will I have?

Accepted Answer

Many of our apartments have smart locks, so there will be no physical keys. In case there are, two sets are provided per household.

Question 37

Is cleaning included?

Accepted Answer

Some of our properties include weekly cleaning; you can check the information on the property page, in the amenities section. We also offer the option to hire additional cleaning services upon request.

Question 38

What do I do in case of an emergency?

Accepted Answer

Our offices are open from Monday to Friday from 9 am to 8 pm, and on weekends and holidays from 10 am to 7 pm. Check our contact details.

Question 39

Are parties allowed?

Accepted Answer

Parties are prohibited to maintain peace and respect for the community of neighbors.

Question 40

Are there additional costs for air conditioning or heating?

Accepted Answer

Our apartments include in the monthly rate the supply costs up to a maximum limit to prevent inappropriate consumption. Check in your rental agreement the amount included for your property. In case of excess, we will notify you to proceed with payment of the difference.

Question 41

What do I do in case of emergency?

Accepted Answer

If an emergency arises during your stay with us, whether it occurs within or outside of the apartment, we have 24/7 emergency contact number. During office hours from 10:00am to 7:00pm you can call +911 438 350 and outside office hours from 7:00pm to 10:00am call +34 690 673 771. If you need assistance communicating the problem to relevant authorities, our multilingual team (including our emergencies agent) is also available to help you.

Question 42

Do I need my own detergent for washing clothes?

Accepted Answer

We provide a maximum of two detergent capsules in each apartment which serves for two loads of washing. We also provide two dishwasher tablets.

Question 43

Is there a tumble dryer in the apartment?

Accepted Answer

Some of our apartments have a washer-dryer, whilst others have either a washing machine or tumble dryer. To find out what your apartments has, please look at the property’s list of services on our website, where you will be able to see this information and a lot more useful details about your apartment.

Question 44

Will there be a change of bedsheets?

Accepted Answer

We provide two sets of towels per person and two sets of bedsheets per bed in each of our apartments. Extra bed sheets and towels can be provided upon request and will incur additional costs. We do not offer extra bed linen and towels in tourist apartments rented per night.
If you request additional cleaning services during your stay, you can also request extra bed linen. Please ask for additional costs.

Question 45

Are there additional costs for the air conditioning or heating?

Accepted Answer

Each of our corporate apartments include bills, but we suggest that you pay special attention to the maximum monthly allowance of your property. This information can be found on your property description or our reservation agents can provide you with it. In case of excess use for which we will we require payment for the difference through the Personal Area on our website, we will let you know. We want to promote environmental conscientiousness when using these installations.

Question 46

Are pets permitted in the apartments?

Accepted Answer

Pets are allowed in our apartments if we have the owner's prior permission. We charge an additional security deposit as well as an additional cleaning fee (this depends on the size of the apartment and our Reservations Team can confirm the exact terms during the reservation process).

Question 47

How should I return the apartment on the day of departure?

Accepted Answer

It's not necessary to check out personally. This way, it will be simpler and more comfortable. We only ask that, upon departure, you take out the trash, turn off all electronic devices, and leave the physical keys, if any, on the kitchen countertop or dining table. Lastly, ensure to properly close the door when leaving the house.

Question 48

What time should I check out?

Accepted Answer

For monthly rentals, the check-out time is 10:00 am, while for daily rentals, the check-out time is 11:00 am.

Question 49

Can I ask for a late check out?

Accepted Answer

We will try to accommodate late check-out requests, but may not be able to confirm until 48 hours before. We recommend keeping in touch with our reservations team to verify availability. Even if a late check-out is approved, our team will need to visit the property at the usual check-out time to perform cleaning tasks and comply with regulations.

Question 50

Where can I store my luggage after check-out?

Accepted Answer

Our agents can assist you in locating the nearest luggage storage facility so you can leave your luggage in a secure place.

Question 51

What do I do with the keys?

Accepted Answer

Please leave the set of keys on the kitchen tabletop or the dining room table.

Question 52

Can I collect my deposit in cash upon check-out?

Accepted Answer

Unfortunately no. Our team will proceed to carry out a deep clean on the same day and an inspection after your departure. Therefore, we cannot return the deposit before the inspection has been successfully carried out.
Bear in mind that:
All deposits will be returned in euros.
The bank costs for the transfers are the recipient’s responsibility. Of course, we will pay the corresponding fees for the transfer.

Question 53

How long will it take to return my deposit?

Accepted Answer

Refunding your deposit can take up to 10 working days, depending on the bank.

Question 54

How can I find out if there are deductions from my deposit?

Accepted Answer

Once our team has carried out a complete inspection of the home, you will be contacted by our services agent with photos related to the damages and/or detected problems, as well as a full invoice detailing any deductions.

Question 55

Can anyone take me to the airport or train station?

Accepted Answer

We are more than happy to organize airport or station transfers for all our guests.

Question 56

Where can I hold my luggage after departure?

Accepted Answer

If your flight leaves late, we are more than happy to hold your bags until 8pm in our office on calle Hermosilla 21. Simply call one of our agents at any time before your check-out.

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