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Calle Apodaca 5
28004 마드리드
스페인




FAQ

"What are the check-in and check-out times?"

You can check-in to your 마드리드 호스텔 apartment from 13:00 onwards, and must check-out before 11:00 am. An earlier check-in can also be arranged by 마드리드 호스텔 if you want to leave your luggage at the apartment, and you can come back at 13.00 when the apartment has been cleaned. As for the check-out, if you have a later departure time you can leave your luggage in the office, or at the apartment until 19:00. However, please be aware that this can only be arranged by 마드리드 호스텔 on the day of departure. Unfortunately the apartment must be vacated at 11:00. 마드리드 호스텔 will only do check-ins between 10.00 am and 2.00 am. Any late check-in after 23.00 will incur a 15 EUR charge.

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"Is breakfast included?"

No, but every apartment offered at madrid-ac.com has a fully equipped kitchen, and there are many restaurants to choose from in the surrounding area. Alternatively, a self-service breakfast can be provided by 마드리드 호스텔 for an additional fee.

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"Is there a lift at my accommodation?"

Most of our apartments offered at madrid-ac.com do have lifts, but some of the older buildings may not. Please ask to 마드리드 호스텔 first if this is important to you, or send an email to bookings@madrid-ac.com

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"Is the accommodation safe and secure?"

Safety and security is one of our top priorities when choosing and refurbishing the apartments that are offered at madrid-ac.com

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"Can I bring a pet?"

No pets are allowed at any of 마드리드 호스텔 apartments.

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"How do I pay?"

The full amount is payable in cash upon arrival at the apartment. Cash is the preferred method of payment. There is a 1% charge made by VISA or Mastercard payments. Please bring the ID of any person paying by credit card.

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"What is the check-in process?"

Guests are asked to arrive promptly at the agreed arrival time. Please phone 30 minutes before reaching the apartment or send us a text, so that one of our staff has time to get to the apartment to meet you. There you will be asked to fill out our form and make the payment. We will provide you with tourist information, and security tips about the apartment and the surrounding area. We will then give you your keys and a map.

You will be basked to fill in your credit card details on the check in form. By doing this you agree to assume financial liability for the following: any damage  to the apartment and its facilities during your stay, for not returning keys (which will result in a charge of 30 euro per set), for additional cleaning if necessary (in exceptional cases where the cleaning required is abnormal; a charge of 15 euro for each hour over 2 hours), for calling staff out to perform unnecessary duties (15 euro per hour including travel). If you do not wish your card to be used for this purpose, you will be asked by 마드리드 호스텔 to pay a cash deposit of 150 euro which will be refunded by appointment upon departure. To make this appointment, you must call to 마드리드 호스텔 at least 30 minutes in advance.

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"What is the easiest way to make my reservation?"

The easiest way to book your chosen apartment with 마드리드 호스텔 is by providing your credit card details on our secure form. You can also send a request for your preferred apartment, stating that if it is still available you would like to provisionally reserve the apartment. We will then send a formal confirmation letter by email. Reservations can only be confirmed with a deposit, and must be sent by fax for visa purposes. UNCONFIRMED RESERVATIONS WILL NOT BE CONSIDERED.

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"How do I secure my booking?"

Before sending the final confirmation email, we will ask you for your credit card details or a deposit, which can be paid by bank transfer, or with a credit card via Paypal. We ensure you that any payment made through our website via these methods is 100% safe and secure. If you do not receive a confirmation mail within a few business hours of your payment, please contact us. These details can also be safely sent to us by fax or simply phoned through to our booking department in working hours.

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"How long has your company existed?"

Our project started in Barcelona in Summer 1999. We were one of the first companies operating in Barcelona to offer serviced holiday apartments and our team has a lot of experience in holiday rental.

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"Do I get fresh towels and bed linen?"

Yes, you get one large towel and one hand towel per person, and a full set of fresh bed linen upon arrival.

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"Are there any additional fees?"

There are NO additional fees charged by 마드리드 호스텔. Optional fees will apply only if you submit a SPECIAL REQUEST, such as an additional bed or a cot (25 € transport charge) when offered at madrid-ac.com. Other services also include mobile phone rental, a food welcome pack, Cava, or flowers. All of these can be arranged on request and are subject to approval. Send an email to 마드리드 호스텔 at bookings@madrid-ac.com for special requests.

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CANCELLATION POLICY

마드리드 호스텔 cannot be responsible for weather conditions, illness, changes in travel plans or delays. WE RECOMMEND YOU TAKE OUT CANCELLATION INSURANCE. If a booking has been confirmed, but our clients fail to cancel with atleast 72 hours notice before their arrival, we have to charge a cancellation fee. If possible we will only ask for partial compensation but in the case of a ´no show´ we are more strict. The cancellation fee will be debited automatically from your credit card, or taken from your deposit. In both cases, for a no show or a cancellation within 72 hours of the arrival time, we will charge you for at least one night´s stay. If you cancel atleast 72 hours before your arrival, and if any deposit has been sent by bank transfer or paypal, the cancellation fee will be debited from the deposit.

In rare cases, the accommodation booked to 마드리드 호스텔 may become unavailable after a booking has been made. This might be due to water damage or unscheduled building works. If this is the case we try to reaccommodate our guests to alternative accommodation of a similar standard, price and location. If we do not have any alternative accommodation 마드리드 호스텔 will not be held responsible for any extra costs the client pays to secure alternative accommodation. If we cannot reaccommodate you or you are not happy with the suggested alternative, 마드리드 호스텔 will issue a full refund.

 

Credit card information

마드리드 호스텔 will not charge your credit card. Your credit card information is only required to guarantee your booking. Unless otherwise stated in the room description at madrid-ac.com, payment of the reservation has to be done directly upon arrival. Your credit card information is sent to us through a secure server. 마드리드 호스텔 use the latest, most secure technology available, which encrypts all your personal and credit card details. The encryption method used is the industry standard "Secure Socket Layer" (SSL) technology. Our SSL certificate has been issued by Thawte. madrid-ac.com server and network are protected by firewalls against unauthorized access. This means we can guarantee that it is totally safe to send your credit card details to 마드리드 호스텔. 마드리드 호스텔 will reimburse the first EUR 50 should your credit card be misused or abused. The credit card company is obliged to pay the remainder. Your credit card details will be kept until your arrival date. After this date, the details will be destroyed in less than 3 months by 마드리드 호스텔. If you need 마드리드 호스텔 to eliminate your details before that, you can send the request to bookings@madrid-ac.com

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When will we send you emails?

After you have sent a request, or when you have made a booking, you will receive an offer or a confirmation message with all the information about your booking. You may take this confirmation to the accommodation as guarantee of the reservation. Sometimes 마드리드 호스텔 may send feedback emails after your stay at the accommodation. If you do not wish to give us your opinion, you can let us know and we will not request any further feedback. In the reservation process you can request our newsletter, which contains special offers and more information about us. You can also choose to stop receiving the newsletter at any time. If you have any suggestions or remarks about this privacy statement, please send an email to paub @ barcelona-guide.info

 

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