Frequent questions

[ Prior to your arrival ]

What is the difference between the buildings of Suites You?

Each building (Zinc, Platinum, Mercury and Nickel) can be found on a different street, but each of them are located closely to the Puerta del Sol with a walking distance of 5 minutes from each other.  In addition, buildings differ in their decor and style, but the standard of quality and equipment is the same in all of them.

Something you ought to know before you make your selection, especially if you are coming with children or a lot of luggage, is that the building of Nickel (Calle Carmen 5) does not have an elevator. The Zinc building has an elevator, but it does not reach all floors and also its dimensions are small.

Payment options

You can use the following methods of payment: We will send you an email with a link where you will have a secure payment gateway to make the payment for your reservation, the reservation will be confirmed once we receive the payment. For this, you can use

  1. Credit card, including MasterCard and Visa, as well as debit
  2. Bank transfers to the account: ES67 0182 0947 21 0201630282

If there is still a pending payment upon arrival, you can complete it with a credit or debit card. Please, keep in mind that we do not accept cash.

After making a reservation, can it be canceled?

This depends on the rate that you chose in your reservation.  We offer two types of rates: refundable and nonrefundable.:

The nonrefundable rates are more economical, but they do not allow for cancelations.  For these rates, we charge 100% in the moment the reservation is made. If after two attempts, we do not receive the payment, we will understand that you are not interested in the reservation and we will cancel it. If you cancel after the deadline or do not show up, we charge 100%.

Where is the reception office and where do I have to go on the day of my arrival to collect the keys?

If your reservation is in the building Nickel, on the day of your arrival, you will need to visit the reception office, located in Bordadores, 9bis, bajo F. From there, we will assist you in your check-in, provide various recommendations on tourist information, and answer any other questions you might have.  Our hours of reception are from Monday – saturday: 11:00 in the morning to 19.00 in the evening Sunday: 11:00 a.m. to 3:00 p.m.

If your reservation is in Zinc, Platinum or Soho, you have to register the ID cards of everyone over 16 years old on the app we sent you on the email. This app will give you the access to the accommodation place. 


What time can I check-in?

The hour of check-in for your apartment is at 2:00pm.  If you arrive early, don’t worry. You can leave your luggage with us in our reception office while you enjoy the city.

Remember that our hours of reception are from Monday – saturday: 11:00 in the morning to 19.00 in the evening Sunday: 11:00 a.m. to 3:00 p.m.

Do I need to bring any documentation on the day of my arrival?  

Yes, in order to do the check-in, we need a document of identification (passport or National Identification Card) for each person older than 16 years who will be staying in the apartment, given that the law requires us to register all of our guests.  We will also need the card in which you made the reservation.

Is it possible for a person who is not the reservation holder to collect the keys?

Yes, but only in cases in which the reservation has been paid in full before the check-in of the apartment.  If the owner of the card used is not present, we will refund the amount initially paid to the card and take a new payment decided by those present.

In this point, we exclude the resale of reservations, either between individuals or companies. We will also need to know in writing, in advance, the name and surname of the person who will come instead of the owner.

If I desire to park in El Centro, what do I need to do? 

The zone of El Centro is regulated by, “Madrid Central”, and it is required to have an environmental card for access with any type of vehicle.

Once you sign in, we have the following options:

  • We offer our own parking that needs to be reserved in the same reception office, Bordadores 9.  Because the garage is accessed through a car elevator, we have the following restrictions:
    • Your vehicle cannot surpass the following measurements: length: 4,8m, width: 1.7m.
    • Once the vehicle is checked in, it can only be checked out on the day of departure.
    • The check-in and check-out of vehicles should be made during the hours of reception.
    • You will need to provide us with your car registration so that we can put it in the system, “Madrid Central”, so that you do not get fined.    
  • If you wish to park your car in the parking lot of, Las Descalzas Reales, you qualify to receive a discount of 20% if your reservation is more than 15 hours.  In order to receive this discount, you will need to leave the ticket they give you from parking with us so that we can seal it.

Am I allowed to bring pets?

No, we are very sorry. We also are very fond of animals. However, for concerns of hygiene and security, animals are prohibited from entering the apartments.  


[ 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. You will also find towels and bedding. For hygiene, we do not have a toaster in the apartments and rooms.

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:

– From Monday – saturday: 11:00 in the morning to 19.00 in the evening and Sunday: 11:00 a.m. to 3:00 p.m.

You can pop in our reception office during our opening hours or contact us:
– 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 11.00am. 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 from Monday – saturday: 11:00 in the morning to 19.00 in the evening and Sunday: 11:00 a.m. to 3:00 p.m.

in the evening, 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 or we will send it to the email you provide us.

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?

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.