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Frequent asked questions

A compilation of the most common doubts

We're here to help you

We do all we can to make your life easier

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Do you have any doubts?

If you still have any question to make after reading the FAQ list, please feel free to ask.

Are pets allowed?

No, pets are not allowed.

Is there handicap access?

The apartment themselves are handicap friendly, but all of them are in buildings that have no access ramp and at least a couple of steps before you can reach the elevator.

Is there Free WIFI available?

Yes, every apartment has free broadband WIFI at your disposition.

Is it a non-smoking area?

All the apartments are strictly non-smoking, although you can smoke on the balcony or the terrace.

Is there any food?

Each apartment always have a few basics and fully equipped kitchens. You’ll always find basics as olive oil, cocoa, coffee and tea.

Is there a swimming pool?

No, there is no swimming pool in any of the apartments.

What should I do if I lose the key?

Upon your arrival you get informed via whatsapp or SMS of the number of keys made available to you at the apartment, and you should answer in that moment if the number of keys is correct and present. If you ever lose a key, please be aware that the replacement costs will be charged to your card. If you have lost a key and can not access the apartment, please call immediately your host.

What time do you have in Spain?

In Spain our time is GMT +1. The last weekend of October we turn the clock one hour back (at 3am we delay it to 2am), and the last weekend of March we move it forward one hour (at 2 am we change it to 3 am).

What are the museums, shopping and restaurant opening hours?

In Madrid, museums usually open from 10am to 7 or 8 pm. The commercial opening time starts at 10am until 9pm but some places can close at 10pm, usually those who are located in the center (next to our Puerta del Sol apartments) or in specific shopping areas (next to Serrano’s premium penthouse). Restaurants that serve dinner and lunch usually open from 12am to 23 pm, but you’ll always find open bars from early in the morning.

Where can I find a drugstore in case of emergency?

Near to Puerta del Sol apartments you can find one in Calle Mayor, 13. And close to the Serrano’s Premium Penthouse there’s another one in Calle Velazquez, 70. Both of these are open 24 hours everyday of the year.

Is there any private transport service to and from the airport?

Yes, contact us for more information.

Is there a private driver service?

Yes, contact us for more information.

What’s the check in and check out time?

The check in time starts at 11am and the check out is 3pm to the latest.

Is there an option for late check-out or earlier check-in?

We can always discuss it, but it mostly depends on the availability.

What is the cancellation policy?

If you want to do a reservation you’ll have to pay the 30% of the total price and the rest at the moment of the arrival. You can cancel without a charge 60 days before the reserved date.

Do you organize touristic routes?

Yes, contact us for more information.

Can you rent the apartment per hours?

We usually do not rent the apartments for less than one day, but if you are considering one of our spaces for a photo shooting or an audiovisual project, contact us in the enquiries section, tell us about your project and needs and we´ll discuss it with you.

Do you pay per night or per person? Do children pay and from what age?

Normally you pay per night, but if you are more than 7 people hosted you have to pay extra per person in addition. This will be an extra of 50€ if you’re staying in any of the Puerta del Sol apartments, and 70€ if you’re staying in Serrano’s Premium Penthouse. Children under age 7 don’t have to pay any extra fee.