Live in Madrid with Suites You

In Suites You we want you to feel at home during your stay in Madrid. That’s why we leave here some information and recommendations that may be useful for you.

Index of contents

Information and recommendations

Periods of stay

The minimum stay, usually one month, may vary depending on the season and the apartment chosen by you.

If you want to extend your stay, you can do so by contacting us by email. Please note that the maximum stay is 11 months.

Periods of stay

The minimum stay, usually one month, may vary depending on the season and the apartment chosen by you.

If you want to extend your stay, you can do so by contacting us by email. Please note that the maximum stay is 11 months.

Supplies

Wifi is included.

In the portal through which you made the reservation, you will see the amounts of electricity and water included in your rent.

If you exceed this limit, you will have to pay the corresponding amount, we will provide you with the calculation after your departure from the apartment.

Our recommendation is that you make a responsible consumption of supplies, however, if you suspect that you may be exceeding this limit, below we leave a contact form.

Invoices

At the end of each month, invoices for the rent are issued and sent.

Make sure you have provided us with your billing information by email.

Please check the invoices we send you each month, and if you see any errors, you can fill out the form below and we will try to get back to you as soon as possible.

Invoices

At the end of each month we issue and send the invoices corresponding to the rent.

Make sure you have provided us with your billing information by email. If you are not sure, you can send us an email with all the information.

If you receive the invoice with wrong data, you can fill in the form below and we will try to give you an answer as soon as possible.

Guarantee

You must pay the security deposit before entering the apartment.

We will send you an email with detailed information upon confirmation of your reservation.

This deposit will be returned within a maximum of 2 months after your departure from the apartment.

Cleaning and maintenance

The cleaning and maintenance service is not included in the contract, but you can contact us for a quotation.

Cleaning and maintenance

The cleaning and maintenance service is not included in the contract, but you can contact us for a quotation.

FAQ´s

When do I get my deposit back?
To refund my deposit, we need to collect all the utility bills and check if there has been any excess. We usually receive these bills every two months, so we refund the deposit within a maximum of 2 months from the time you leave the apartment.

    How do I get my deposit back?
    We usually make a bank transfer. To do this, we will ask you for certain essential information in order to make the transfer. Another option is to make the refund using the same method that the payment was made, although this is not always possible.

    What do I need to provide to receive the transfer?
    For a refund by bank transfer, we will ask you to verify your email address, provide us with an account number and a bank certificate of ownership. These details must be in the name of the person who paid the deposit.

    I want the deposit to be returned to another person’s account.
    If the person to whom we must return the deposit did not stay or pay initially, we will need an authorization signed by all the occupants of the apartment, indicating their identity documents and authorizing us to return the deposit to the account you indicate, accompanied by a photo of the identity documents of the signatories. We can send you a template of the document to be signed. In addition to this, the information detailed in the previous point.

    What is a bank certificate of ownership?
    This is a document issued by your bank, which shows your full name and the account number. What the certificate says is that this account number is in your name. If you do not have it, you can ask your bank for it. If you find it difficult to obtain this, you can also send us a bank document, such as a statement or proof of a payment you have made to us, which shows your full name and account number. We ask for this for security reasons, as we do not want to send the money to anyone other than you.

    My account is outside the European Union / it is not in euros.
    This is not a problem as we can make international transfers. It is true that banks charge a fee for making these transactions, so the amount you receive will be less than the amount we send. That said, we always try to use the method with the lowest fees. For this type of transaction we will ask you for: account number / routing number or CLABE, whether it is a current or savings account, your postal address and telephone number, as well as a bank certificate of ownership.

    What if instead of leaving, I move to another of your apartments?
    Normally the deposit you have paid for your first stay is transferred to the new apartment you are moving to. For this reason, we do not refund the deposit until after the last contract you have with us has ended. What we will ask you is to pay for the excess supplies you have incurred from your previous accommodations. In this case, the reception department will contact you to ask you to make the payment.

    I need the refund urgently
    We always try to process the refund as soon as possible, however, there are minimum times that we cannot ignore. If you wish, you can write to us using the form to let us know of the urgency, and we will try to speed up the process as much as possible. That said, we ask for your patience, because, even if you don’t see it, we are working on it, and we always return the guarantee within the period to which we have committed ourselves by contract.
Payment of utilities
We will provide you with the invoice corresponding to the excess consumption and detailed information for the payment of the same, after your stay with us, since that is when we have all the invoices. At that time we will indicate the payment methods or we will discount the amount of the guarantee.

How is the excess of supplies calculated?
Sometimes, the bills we receive for electricity and water correspond to periods that do not usually coincide with your date of entry and exit of the apartment, for this reason, we are forced to calculate what you have actually consumed, it is not enough for us to send you the invoices. The most reliable way to do this is to use the electricity consumption on the dates you have stayed with us (the dates of your contract) in kWh. Then, we translate these kWh into €, according to the rate we have in force with our supplier, we add the corresponding taxes, and finally we see if the resulting amount is higher or lower than the consumption you have included in your contract.

When an apartment is empty, because the tenant is away for a few days, it has a lower electricity bill, but it still has it. This is due to two factors: on the one hand, we pay a fixed part for the contracted power, regardless of whether there is consumption or not, and on the other, we deliver the apartment in habitable conditions, which includes having various appliances turned on and plugged in, such as the refrigerator and the water heater, which consume electricity.

Although we try to make the calculations with the greatest care, we can get confused, for this reason, we do not charge anything until we have sent you the calculations and receive your response indicating that you have reviewed them and see that they are correct. If not, let us know and we’ll check again.

What can I do to minimize electricity consumption?
Turn off the air conditioning when you’re not at home and while you’re sleeping, leave all electrical and/or electronic appliances that you’re not using unplugged, including chargers, except for the refrigerator and electric water heater.

Set the refrigerator to (ECO) mode, or at least don’t set it to maximum cold. Appliances like the washing machine and electric heaters consume a lot of electricity, use them only when necessary.

Turn off everything that you’re not going to use when you leave the house, except for the refrigerator and electric water heater.
I have not received my invoice on time.
If the month has already passed and you still have not received your invoice, it is possible that it has arrived in the spam folder of your email. If you still cannot find the invoice, contact us in the form and we will send it to you.

I have received my invoice, but the data is not correct
It is possible that you want the invoice in the name of a company, or that we have some of your incorrect data, in any case, contact us through the form, in the invoices section, indicating the correct data.

I already have the invoices, but I need to change the billing information
We ask that you let us know as soon as possible. Please write to us through the form, in the invoices section, indicating which invoices you need to change, and the data you need, we will see what we can do to help you.

I want all the invoices for my stay with you
Although we send them to you month by month, if you don’t have them, you can request them through the form, and we will send them to you again.

Contact us

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