Everything you need to know about your stay

The monthly price includes rent and WiFi. Electricity and water are included up to a maximum amount: check the portal where you made your booking to see the exact amount. If you go over that limit, we'll send you the calculation of the excess after you leave the apartment.

Rent must be paid between the 1st and 5th of each month; otherwise a late fee of €20 per day applies. You can pay in two ways:

• Bank transfer: through a Wise account, to avoid unnecessary fees. The account must be set up and funded ahead of your arrival date.
• Virtual or physical card terminal: by credit or debit card via a link sent by email or in person (a 1.5% surcharge on the total applies to cover transaction fees).

The deposit must be paid before you check in to the apartment. We recommend paying by bank transfer to speed up your check-in. Ask us for the details and we'll send you an email.

All apartments come with bed linen and towels. We understand bed sizes can matter to you, so check with us for your apartment's category (A–F) if you need to know the exact bed size before arriving.

1. Category A apartments, bed size: 150 cm
2. Category B apartments, bed size: 135 cm
3. Category C apartments, bed size: 180 cm
4. Category D apartments, bed size: 90 cm or 150 cm
5. Category E apartments, bed size: 90 cm or 150 cm
6. Category F apartments, bed size: 90 and 150 cm
7. Carmen apartment, 2 bedrooms: 150 cm + 2 beds of 90 cm
8. Carmen Studio apartment: 2 beds of 90 cm

The building has a laundry room with several washing machines and a dryer for guests staying in apartments without their own washing machine. It has limited hours so as not to disturb nearby guests. If you need access, ask us for the key.

You can take the trash out to the bins located on the street, next to the building entrance, from 8:00 PM onward.

Cleaning and maintenance service is not included in the contract, but you can contact us for a quote. Damage from natural wear and tear is never charged; in all other cases, the repair will be billed. No renovations or aesthetic changes are allowed in the apartment.

We'll provide you with the corresponding invoice and payment details once your stay has ended and we have all the bills available. At that point we'll let you know the payment methods, or we'll deduct it from your deposit.

Since electricity and water bills don't always align exactly with your check-in and check-out dates, we calculate your actual consumption in kWh during your contract period and convert it into euros based on the current rate. We never charge anything without first sending you the calculation and receiving your confirmation.

• Turn off the air conditioning when you're not home or while sleeping.
• Unplug appliances you're not using (except the fridge and electric water heater).
• Set the fridge to ECO mode and only use the washing machine or heaters when necessary.

First check your spam folder. If you still can't find it, contact us and we'll resend it.

Write to us with the correct details (for example, if you need the invoice under a company name) and we'll update it.

Even though we send them to you month by month, you can request them again from us whenever you need.

Yes, as long as there's availability and you let us know at least 30 days in advance. Once these conditions are met, we'll update your contract with the new check-out date. Keep in mind prices may change depending on the season; we'll let you know before confirming the extension.

You must notify us in writing one month in advance. The penalty for early departure is one month's rent. If you don't give that notice and a month's payment is outstanding, the deposit will not be refunded.

We need to collect all utility invoices to check whether there was any excess; we usually receive them every two months, so we refund the deposit within a maximum of 2 months after you leave the apartment.

Usually by bank transfer, for which we'll ask you for certain required details. In some cases it's possible to refund it via the same method it was paid with.

We need to verify your email address and you'll need to provide an account number along with a bank ownership certificate in the name of whoever paid the deposit.

It's a document issued by your bank confirming your full name and account number. If you can't obtain one, we also accept a bank statement or proof of a payment you made to us, as long as both details appear on it. We ask for this for security, to make sure we send the money to the right person.

If the account holder didn't stay or pay initially, we'll need a signed authorization from all occupants, along with their ID documents, authorizing the refund to the account provided, plus photos of those documents. We can send you a template to sign.

No problem, we can make international transfers. Keep in mind banks apply fees, so the amount received may be slightly lower. We'll ask you for the account number or CLABE, account type, address, phone number, and bank ownership certificate.

We usually transfer your deposit to the new apartment, so it won't be refunded until your last contract with us ends. We will ask you to pay any utilities excess from previous stays; reception will get in touch with you. Paying an additional deposit may be required when changing apartments if the new accommodation's deposit is higher.