The Home
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Can I request a cot or highchair?
Absolutely! You can request an unlimited number of either of these items directly from your persona agent or via your Home Select Personal Area once your booking has been confirmed. You’ll find your items waiting for you in your apartment upon arrival.
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Is it possible to add additional beds or furniture in the apartment?
Our apartments are also real homes and are therefore rented as seen and listed on our website. Should you be interested in requesting any additional furniture this will also be at the discretion of the property owner. We are more than happy to contact them to inform them of your request. Please note that we are however able to provide are cots and high chairs free of charge.
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Does the property have free Wi-Fi?
Yes, all of our properties are equipped with high-speed, free Wi-Fi.
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Is there a coffee machine in the apartment?
Yes. All of our homes feature either a capsule (Nespresso) or a filter coffee machine. If you have a special preference, please call your personal Reservations Agent prior to your arrival in order to facilitate this in time for your stay.
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How many sets of keys will I have for the home?
Upon arrival, your lovely Local Ambassador will hand you two sets of keys to your home.
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Is cleaning included?
All of our homes are thoroughly cleaned before and after each stay, according to our longstanding protocol. We do, however, also offer a professional cleaning service during stays, which is conducted by our in-house team and can be quickly and easily arranged at your request.If you do wish to have your home cleaned by our team during your stay, please call our wonderful concierge team who will gladly schedule it for you. Please also note that there is a minimum booking of two hours and the service is provided at a cost of 14 € per hour. Ironing is also available (included in the price of the booking for cleaning).
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Will I have a main point of contact during my stay?
If you come across any issues with your home during your stay, our on-call Guest Relations and Operations Agent will deal with them in the most efficient manner possible. That said, your reservations agent and Local Ambassadors shan’t disappear into the sunset after your arrival either, and will remain available to assist you in any way they can throughout your stay.
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What do I do in the case of an emergency?
If an emergency takes place while you are staying with us – no matter whether it happens inside or outside your home – we have an 24/7 emergency helpline available (+34 648 129 981). Should you need assistance in communicating your issue with the relevant authorities, our multilingual team – including our on-call Guest Relations Agent – is also available to help you with this.
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What if I don’t know how to work an electrical appliance?
During your check-in appointment, your Local Ambassador will demonstrate how to use each electrical appliance in your home. However, should you need further assistance with appliances afterwards, do not hesitate to contact our Guest Services agent at any point during your stay.If your issue occurs outside of normal office hours, our 24-hour emergency line is also available. Please note, we may not be able to attend your issue in person outside of office hours. We of course encourage you to exercise caution and safety when using any electrical appliance.
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Do I need to bring my own detergent to launder my clothes?
We provide up to two detergent capsules in each home, which facilitate up to two loads of laundry. We also provide two dishwasher tablets. However, if you need or wish to purchase more, our check-in agent will direct you to the nearest store in which you can find more.
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Does my apartment have a clothes dryer?
Some of our apartments feature a washer-dryer combination machine, while others contain either one or the other (washer or dryer). To discover which kind of machine your apartment is equipped with, please refer to the amenities section of property listing on our website, where you will be able to see this information and many more useful details about your home.
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Will there be a change of bed linen available?
We provide two sets of towels (per person) and sheets (per bed) in each of our homes. Extra bedding and towels can be provided upon request. Additional costs will apply.Please note: if you request additional cleaning services during your stay, you can also request extra linen (towels are provided at €5.50 per set, sheets at €10 per set + VAT 21%).
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Are there cleaning products in the apartment?
We always provide each home with two sachets of dishwasher detergent tablets, a small bottle of washing up liquid and a kitchen cloth and sponge. For further cleaning, we highly recommend booking our professional cleaning service.
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Are there any additional costs for air conditioning or heating?
Each of our short-term apartments includes utilities but please make special note of the maximum monthly allowance of your property. This information can be found on your property listing or our trusted Reservations Agents can also provide these details for you. Should we be notified that an excess has occurred, we will notify you and request that you pay the difference via your personal area on our website. We encourage environmental consciousness when using of these facilities.
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Can I get additional cleaning services for my apartment?
Of course! While you may be staying in a real home, we also offer all of the luxury comforts you would associate with a hotel stay, including a professional cleaning service conducted by our in-house team.Additional cleaning services can be arranged quickly and easily upon request. If you do wish to have your home cleaned by our team during your stay, please call our wonderful concierge team who will gladly schedule it for you. Please also note that there is a minimum booking of two hours and the service is provided at a cost of 14€ per hour. Ironing is also available (included in the price of the booking for cleaning).
