Frequently Asked Questions

“What are Madrid-Stay’s requirements for check-in and check-out?"

Check-in can take place at any time after 1:00 in the afternoon, and check-out any time before 11:00 in the morning. For those of you arriving early, your baggage can be temporarily held at the Madrid-Stay office until the apartment has been prepared for you. Under special conditions, an earlier check-in time is possible, but you have to arrange this with us well ahead of your trip.

"Are Madrid-Stay’s prices for the whole apartment, or each guest staying in it?"

Generally, Madrid-Stay’s rates are for the apartment itself, but if there are more guests staying there than the maximum number indicated in its profile, we will charge a small fee for each extra person.

"Does the price of Madrid-Stay’s apartments include breakfast?"

No, Madrid-Stay doesn’t offer a free daily breakfast, but all of our apartments come with a well-outfitted kitchen, so you won’t need to leave home in order to have a delicious breakfast. Also, Madrid-Stay’s apartments are always situated quite close to a fine selection of restaurants, bars and cafés.

"Do Madrid-Stay’s apartments have elevator access?"

Most of Madrid-Stay’s apartments are located in buildings which have an elevator, although sometimes this is not the case. If having an elevator is a priority for you, we can definitely cater to your needs.

"Are Madrid-Stay’s properties as safe as standard hotel accommodation?"

Security is one of Madrid-Stay’s highest priorities, and we only select properties in the safest parts of Madrid.

"Can I bring a pet along on my Madrid-Stay holiday?"

We apologize for the inconvenience, but Madrid-Stay doesn’t allow pets to stay with you in our apartments.

"How many people can share a Madrid-Stay apartment?"

Madrid-Stay Studio Apartment: 2-4 people

Madrid-Stay One-Bedroom Apartment: 2-4 people

Madrid-Stay Two-Bedroom Apartment: 4-6 people

Madrid-Stay Three-Bedroom Apartments: 6-8 people

Madrid-Stay Superior Apartments: 11 people

"How do I check in with Madrid-Stay upon my arrival in Madrid?"

Your Madrid-Stay voucher will have exact specifications. For some properties, you’ll have come to the Madrid-Stay offices, which are opened from 9:00 in the morning until 8:00 at night, 6:00 at night on the weekend and during holidays. Outside of opening hours, you’ll have to call us a half hour before reaching the Madrid-Stay offices, where a Madrid-Stay representative will come to meet with you, confirm payment and take care of all formalities, giving you the keys and a handy local map. Madrid-Stay will exact a surcharge of 20 Euro for unreturned keys, and also for any additional cleaning necessary as a result of your stay.

"What’s the fastest way to make a confirmed booking with Madrid-Stay?"

If you’re anxious to confirm your reservation with Madrid-Stay, the best method is to place a note in the comments section when you send your request to the Madrid-Stay staff, writing that you’d like to reserve it ‘provisionally’. If it’s still available, your Madrid-Stay booking will instantly be confirmed, and we’ll send you a formal confirmation letter. An even better method for quickly booking a Madrid-Stay property, however, is to call our friendly staff directly.

UNCONFIRMED RESERVATIONS WILL NOT BE HELD.

"How does my Madrid-Stay booking get secured?"

As is standard practice in the accommodation industry, Madrid-Stay requires secure booking in advance, so before we can send you our formal confirmation letter, we’ll need to get your credit card information. Madrid-Stay has a 100% encrypted connection for the transmission of personal financial information. Your credit card details can also be securely sent to Madrid-Stay using a fax machine or over the telephone during Madrid-Stay’s office hours.

"Does Madrid-Stay impose any hidden fees or additional charges?"

1) The only extra fee that Madrid-Stay will possibly charge is a 25 Euro post-cleaning charge.

2) Other fees will only be charged for SPECIAL REQUESTS such as additional beds or a crib (20 Euro transport charge). Mobile phone rentals, welcome baskets and flower deliveries are also available for a small fee.

3) Groups of six people or more will have to give Madrid-Stay a security deposit of 50 Euro per person. This deposit will be returned to you when you check out.

4) If you make a cancellation when a confirmed booking has already been made, you will be charged a cancellation fee according to Madrid-Stay’s cancellation policy, which is detailed on every confirmation letter and down at the bottom of this page.

5) Lowering the number of guests, the number of nights, or any other considerable change in your itinerary with Madrid-Stay can result in a maximum 20 Euro administration fee.

CANCELLATION POLICY

Madrid-Stay is not held accountable for variations in weather patterns, disasters personal, regional or global, alterations to your travel plans or any delay in arrival at your destination. When a confirmed reservation with Madrid-Stay has been made and you aren’t capable of informing us about a cancellation more than seven days prior to arrival, Madrid-Stay is entitled to a cancellation fee, the details of which are presented below as the maximum rates. Whenever possible, Madrid-Stay will impose a lower fee -- the only cases in which Madrid-Stay will impose the maximum charge are "no-shows". Madrid-Stay will charge this cancellation fee to your credit card.

Bookings for 1 or 2 apartments for less than 3 weeks

Cancellation more than 30 days prior to arrival: 20 Euro (administration fee)

Cancellation 29 to 15 days prior to arrival: 20% of the whole stay

Cancellation 14 to 8 days prior to arrival: 30% of the whole stay

Cancellation 7 to 4 days prior to arrival: 50% of the whole stay

No-show or cancellation up to 3 days prior to arrival: whole stay charge

Bookings for more than 2 apartments or for more than 3 weeks

Cancellation more than 30 days prior to arrival: 30% of the whole stay

Cancellation 29 to 15 days prior to arrival: 40% of the whole stay

Cancellation 14 to 4 days prior to arrival: 60% of the whole stay

No-show or cancellation up to 3 days prior to arrival: whole stay charge

From time to time, Madrid-Stay properties can suddenly become unavailable after a booking has already been confirmed, for reasons from water damage to unexpected construction work. If this unlikely development does indeed transpire, Madrid-Stay will re-accommodate you in an agreeable location at no extra charge. Madrid-Stay is not financially responsible for any extra expense the client bears beyond the basic rate, and in cases where re-accommodation is impossible, Madrid-Stay will provide you with a full refund of any money received.