Frequent questions

[ Prior to your arrival ]

Payment options

You can pay with VISA or Master Card, PayPal (a 4% transaction fee will be charged upon arrival), via bank transfer, or with cash.

If there is any remaining balance upon arrival, you may pay with card or cash. Please note that we do not accept 500€ notes. The nearest money exchange is in Calle Arenal.

Cancellation Policies.

When making your reservation you can choose the rate that is most suitable for you:

Non Refundable: This rate is more economical and does not allow for cancellations. We will charge 100% of the total price in order to confirm the reservation.

Refundable: Cancellations are possible up to 7 days before the arrival date. When making the reservation we will charge 30% of the total price in order to confirm the reservation. If the reservation is cancelled within the stipulated period we will issue a full refund. If you cancel the reservation outside of the allowed period or you do not turn up, we will charge 100% of the total price.

How do I get to there? 


What time can I enter the apartment?

Because of the cleaning of the apartments, they will be ready to check in from 2pm. However, you will be able to leave your luggage in our luggage room during our reception office’s opening hours (from 9.00 in the morning to 2.00 in the night on business days; 10.00 in the morning to 2.00 in the night on Saturdays, Sundays and bank holidays).

Where is the reception office? 

The day that you arrive, you will need to come to our reception office at Calle Bordadores (number 9). Once there, we will check your passports, complete the check-in process and show you to your apartment.


What do I need to have with me the day I arrive?

When you arrive, please bring with you the card that you paid with, as well as your ID document. We are obliged to register all guests who are 16 years of age or older.

Can another person collect the keys if the reservation holder is not present?

It is possible as long as the total price for the reservation has been paid beforehand. If the owner of the card used to pay for the reservation is not present, we will refund what was paid to that card, and then take the new payment with the preferred payment method of those present.

[ During your stay ]

What will I find in the apartment?

All apartments have air conditioning, free Wi-Fi, flat-screen television, bathroom with shower, kitchen (microwave, fridge, cookers and cooking utensils), bedding, towels, shampoo and bath gel.

What to do in Madrid? – Recommendations


The apartments are in the very centre of Madrid so most important sights are within walking distance. Our reception staff will provide travel advice so that you make the most of your stay. For now, please check the following suggestions:

Watch the sunset at the Temple of Debod
Go shopping on Calle Preciados and Calle Fuencarral
Hire a boat to row on the Retiro Park’s pond.
Have a chocolate Napolitana at La Mallorquina bakery
Have chocolate con churros for breakfast at San Ginés
Enjoy the views from the rooftop terrace of the Círculo de Bellas Artes building (an entrance fee will be requested)
Walk along Gran Vía from Plaza de España up to Cibeles
Go for tapas around La Latina district, particularly in Calle Cava Alta and Calle Cava Baja
Go to El Rastro street market on a Sunday
Enjoy the bars around the Malasaña area
Wander around the countless treasures of the the Prado Museum
Visit the Royal Palace and the Almudena cathedral
Visit the iconic Plaza Mayor
Enjoy the unique atmosphere and diversity of the Chueca area

For information about guided visits or tours ask our reception staff. We will be happy to help you.

How can I contact you if I need any help during my stay?

The reception office’s opening hours are:

– Business days: from 9.00 in the morning to 2.00 in the night.
– Saturdays, Sundays and bank holidays: from 10.00 in the morning to 3.00 in the night.

You can pop in our reception office during our opening hours or contact us:
– By telephone on: +34 911 301 851
– Via Whatsapp on:+34 605 965 600
– By e-mail:

Will the apartment be cleaned during our stay?

Since these are tourist apartments, a complimentary cleaning service will be carried out:

-Once during your stay for stays longer than 4 nights
-Every four nights for stays of over 10 days.

Can I check out later?

The time that our housekeeping staff have to clean the apartments is very limited. For this reason, it is not possible to extend the checkout time beyond 12.00 noon. In any case, you will always have the option to leave your luggage in our luggage room so that you can keep enjoying your time in Madrid.

Where can I leave my luggage on the day I leave?

Since our reception office is permanently open until 02.00 in the night, you can leave your luggage in our luggage room until that time.

How do I return the apartment keys?

If you check out out during our opening hours you can hand them in at our reception office. If you leave early, please drop the keys into the letterbox provided for this purpose.

How do I get an invoice for my stay?

Please contact our reception and provide us with the following details:
-Full name of the person or company
-VAT number
-Home address or registered office

You can collect your invoice upon arrival.

Are there rules about my behaviour at Suites You?

In order to ensure that all guests enjoy their stay fully, we have some rules and guidelines on guest behaviour:

Parties are not allowed and we ask all guests that they keep noise within a reasonable level during their stay.

It is the guest’s responsibility to keep both the apartment and the common and neighbouring areas reasonably clean and tidy.

The breach of the rules on behaviour may result in eviction of the guests with no refund.

You can read our full terms and conditions here: 

Do we need to clean our apartment?

Before you check out, you need to wash the cups, dishes and cooking utensils. The rest is down to us. For stays of over 4 nights we will carry out a complimentary cleaning halfway through your stay including the change of towels and bed sheets. In any case, you can request clean towels, toilet paper, shampoo, bath gel or soap bars at any time during your stay.

Can I bring my pet?

We do not accept pets inside the apartments. For special requests please contact our reception team.

[ After you stay ]

I left something in the apartment

We store all lost and found items for a period of 15 days. If they are not claimed during that period we give them to charitable organisations.

If you think that you may have left something in the apartment, please contact us. We will help you get it back.

Sol Square will not be responsible for the loss of items left in the apartments.