Help

How do I do a search for a short-term home?

You can start your search right from our homepage. We have designed the booking flow to start with what we believe to be most important aspects: location, party size, and the exact dates of your stay.

It is particularly important that you enter your date of arrival to ensure that you receive the most accurate availability results. In fact, we recommend that you refine your entire search as much as possible to guarantee finding your perfect home!

How do I know which is the right home for me?

Each of our listings are designed to help you truly imagine yourself living in our homes. Descriptions not only highlight the best characteristics of the space itself, but also paint a vivid picture of the potential lifestyle that can be enjoyed there. This includes unique and insightful local area information, relevant slices of history and many other useful bytes that make your property pop.

Of course, it is natural that you may still not be able to make up your mind about which home to stay in simply from browsing the listings, which is why we also recommend getting in touch with one of our friendly reservation agents, who will be delighted to help you plan your stay exactly the way you imagine it.

What are the differences between the property categories?

Every Home Select home is appointed to consistently high standards, and given our final seal of approval (after a very thorough process) before being listed on our website. However, we recognize that the needs of our guests cover a broad range of criteria, which we have categorized and divided across three tiers: Premium, Superior, and Grand Class.

These categories ensure that we can meet the diverse range of guest needs and are based on key criteria such as location, size the extent of interior finish.

How do I make a booking?

Our booking flow has been designed with your experience firmly in mind and begins with a very simple and intuitive search. You can also book via telephone by speaking directly with one of our reservations agents, if you prefer. Shortly after this telephone conversation, your designated agent will then send you a list of personalized options via email.

Once you have a shortlist of properties you like, you have two options. You can either:

If you are making your booking one month or more in advance of your arrival, please note:

You will need to make an upfront payment amounting to 30% of the entire rental price of the home in question. You will then be reminded by our automated system as to when the remaining 70% is due to be paid.

What is a hold request?

You can place a hold request on up to three apartments at any one time.If you have any doubts over a specific home or need to get a second opinion before deciding, a hold request gives you the opportunity to confer with them and make a final decision.

When placing a hold request, there is no payment necessary and no commitment. Placing a hold request on an apartment stops other potential guests from being able to book the same apartment for a period of 48 hours.

Can I visit the apartment before renting it?

We understand that it is very important to see your potential new home in person before making a decision. Therefore, we are here to help you make that possible. We are happy to organize a visit for you but kindly request that you contact us 48 hours before you wish to visit the apartment. Please note that this also depends entirely on the current tenant’s permission to stop by! Meanwhile, our diligent reservations agents know each property like the back of their hands, and will be more than happy to answer any questions or doubts you might have.

How long can I hold a property for?

Each home can be held for a maximum of 48 hours. After this period, other interested guests will be able to book the home.

Can I switch my dates around at a later date?

In some circumstances, you may be able to change your reservation dates. However, please note that changes in reservations are at the discretion of your home’s owner and you will need to contact your personal Home Select agent in order for us to negotiate your proposed change with the property owner.

While we fully accept that there may be a number of circumstances that may require you to change the dates of your reservation, we also ask you to note that reservation changes are also subject to a number of factors such as seasonal differences in rates and the notice period of your request etc.

Can I transfer my booking if I see another apartment that I like better?

We do not own some of our listed properties, so flexibility in changing bookings will be at the discretion of each home’s owner. However, we will always try our best to accommodate your needs whenever possible.

Why do you need my personal details to confirm my booking?

In order to correctly prepare your client documentation and comply with Spanish laws, we are obligated to keep a complete record of our clients and their details. To that end, we will normally require the following details from the person making the reservation:

Can I make a reservation under my company name?

You can absolutely make a Home Select reservation under the name of your company or organization. In order to do so, we will first need to register your company in our system; you can call one of our reservations agents in order to fill in the simple paperwork.

We will then make your reservation under the name of your company. Please note that we are required to add 21% tax charge to the reservation total in this event.

What is Home Select’s cancellation policy?

We will only return the paid amounts if we rent out the apartment again, and the reimbursement will depend on the days occupied. The minimum penalty is of 1 week, and the reimbursement will depend on the days that we get to rent out the apartment to another tenant.

For anticipated cancellations, the booking fee and the deposit will be returned in full at the moment of the cancellation.

Please note that we aim to be as flexible as possible with our cancellation policy: if anything comes up and you give us notice 30 days in advance ahead of your arrival, we will view it on a case-by-case basis to judge whether we have time to rent it again for the same dates, and arrange a refund of the funds paid. Once you have moved in, you will be able to cancel your tenancy by giving us 30 days’ notice. Please note that if you were to cancel the booking after 2 months, for example, we would charge the discount as a ‘penalty’, since the 10% discount is based on stays of a year or longer. We apply a 5% discount for stays of 4 months or longer. The longer into your tenancy we go, the more flexible we are on this basis when it comes to cancellations.

Do you grant discounts for multiple bookings?

We will always strive to accommodate your needs and requests wherever possible. In the case of discounts, however, these are awarded at the owner’s discretion.

What if I don’t like the property when I arrive?

We cannot stress enough the importance of being as specific as possible during your initial search for accommodation. Unfortunately, unless there is a significant maintenance issue at your home, we will not be able to change your reservation. However, if there is a maintenance issue, we will of course take care of it for you immediately.

When are my reservation payments due?

The payment schedule depends on the duration of your stay. In order to confirm a reservation for a stay of up to 2 months in duration, we ask clients to pay the entire rental fee in advance and the € 120 booking fee.

For bookings of a duration longer than 2 months, our Reservation Team will request that the first two months of your booking be paid in order to confirm your rental. Clients are also asked to pay their € 120 booking fee at this time. Your third and subsequent months of rental will be requested one month prior to the rental period you are paying.

If you have reserved a home in Madrid, you can either pay the security deposit at the point of check-in OR via your Home Select Personal Area any time before your arrival.

What is the booking fee and is it refundable?

The booking fee is a fee that includes the cost of cleaning the apartment after your departure, as well as the personalized check-in costs. The booking fee is non-refundable.

What is the security deposit and when is it refunded?

The security deposit is designed to cover the cost of any minor damages (to furniture, fittings and appliances) that may occur in your home during your stay. The total payable as a security deposit is calculated according to the size of the property and the duration of your stay.

The security deposit will be refunded within 7 business days of your check-out date.

Please note that you’ll also be asked to leave details of a credit card upon check-in as part of the security procedure. Please note that the security deposit cannot be used towards rental payments (in the event of an extension of your stay, for example).

What are Home Select’s methods of payment?

There are several payment options available to you with Home Select. You can make a payment:

For Spanish nationals, the maximum amount that can be paid in cash by a Spanish national is 2,500 € and for non-Spanish clients it is 15,000 €.This amount includes any payment towards the deposit.

Can I pay with PayPal?

Unfortunately, we do not carry out transactions via PayPal.

Can I pay with AMEX?

Yes, we do accept payments made using an American Express card. If you do wish to pay with AMEX, please note that there are a series of documents you will need to provide, in which case please contact your Home Select agent directly to carry out the transaction. Please note also: a 3.5% surplus charge applies for AMEX transactions.

My payment doesn’t appear to be going through. What should I do?

If you are having problems processing your payment transaction, please try one of the following suggestions:

I can’t access my Personal Area

If you are unable to access your Personal Area, we encourage you to take the following steps:

Why is my account deactivated?

The most likely reason for your account being deactivated is for having had too many incorrect login attempts. If this is the case, you will need to get in contact with our reservations team in order to reactivate your account.

Fear not: none of your personal information will be deleted or compromised if your account is deactivated.

Who will be there to meet me when I get to my apartment?

Upon arrival at your home, you’ll be greeted by one of our expert Local Ambassadors, who knows the property and the neighborhood inside out. All of our Ambassadors are motorized in order to be able to get to you as fast as possible and take you through the simple check-in procedure. Your Local Ambassador will also have all of the necessary documentation with them, so you needn’t worry about bringing printing it off and bringing it with you!

Can I check in to my apartment ahead of schedule?

We always try to accommodate early check-ins whenever possible. However, we are unable to confirm the possibility of an early check-in until up to 72 hours before check-in. This is to allow us to ensure that the apartment is not occupied by other guests the night before your scheduled arrival.

In the event that we cannot facilitate an earlier check-in, you can always check-in to your home as of 11:30am, when the previous guests have been checked out. You must be aware that, in this case, the apartment will be in the process of being cleaned.

What time can I check-in?

Our official check-in time is between 4:00pm and 9:00pm. Before your arrival to your selected city we kindly ask that you notify us with an estimated time of arrival and details of your mode of transportation to the apartment so we can add this information to your client file. We ask all guests to call their Local Ambassador upon arrival, in order to coordinate an exact time, as they will be attending multiple guests and therefore need to schedule check-ins accordingly.

I have arrived a little early; where can I leave my bags?

You are more than welcome to leave your bags with us at our head office (Hermosilla 21, Madrid) and retrieve them before your check-in. Alternatively, you can leave your bags in your apartment any time from 11.30am.

Can I pay upon arrival/at check-in?

1. A reservation cannot be paid at check-in, unless it is an “immediate check-in” i.e. within 5-6 hours.
2. Our flexibility means we are open to last-minute check ins but please refer to the point above regarding immediate check-ins.
3. Keys are not exchanged until all fees have been paid.

A reservation payment cannot be made at the point of check-in, except for special circumstances such as immediate check-ins (i.e. check-ins taking place within 6 hours of the booking).

We aim to be as flexible as possible with regard to check-ins, and therefore are open to last-minute check-ins, but please note that these terms apply.

Will I be asked to sign any documents upon arrival?

Yes. There are two documents we will require you to sign when you arrive:

What documentation must I bring to check-in?

There is no need to print off and bring any paperwork to your check-in appointment; your Local Ambassador will bring all of this for you. However, you will need to bring your photographic ID with you (i.e. your passport or identity card). You’ll also need to provide a valid credit card as part (just as you would with a hotel check-in).

Who can recommend what to do in the city?

Our Local Ambassadors both live and work in the city, and will be happy to give you some inside tips on how to get the most out of your stay; simply ask at check-in – though they will surely provide some local knowledge in any case!

Will there be food in the home when I arrive?

In all of our apartments in Malaga and Madrid, we provide a small welcome pack filled with sachets of coffee, milk, biscuits and water so that you can enjoy a hearty, soul-replenishing nibble upon arrival.

However, after every departure, any food left over from from previous guests is disposed of for hygiene reasons. If you would like your us to stock your home’s fridge and pantry, this can absolutely be organized. You need only contact our concierge team, who will also confirm with you the cost – for assistance with this.

What if there are any issues to report having arrived and seen the property?

Our very diligent Guest Relations and Operations Agent is here to assist you and coordinate anything you may need once you have arrived. We also have an on-the-ground team of Maintenance Operatives dashing around each of our destination cities throughout the day, providing a swift and efficient service to all of our guests.

If you are staying in one of our homes outside of Madrid, your main point of contact will be your property manager, who will also be on hand to help you with whatever you may need.

How can Home Select guarantee quality control before my arrival?

Quality and the consistency thereof are key characteristics of our service and we take them seriously. All of our apartments are cleaned very regularly both post check-out and during non occupancy periods.

We also have an extensive quality control process spearheaded and regulated by our in-house matron. After every stay, every guest has the chance to provide feedback, a procedure that we also take very seriously and react to immediately.

Will I have international TV channels?

Some of our apartments have access to international TV channels. If you want to know whether your home comes with global television channels, we invite you to check at the amenities and facilities section of the property listing, where this information will always be displayed.

Are the apartments smoke-free?

All of our apartments have a smoke-free policy which dictates that smoking is only permitted on terraces or in outdoor areas. Please note: we cannot guarantee that your apartment has never been smoked in. In the event that your apartment has been smoked in, our thorough textile cleaning procedure conducted as part of our overall cleaning process should remove most of the evidence of this. Please note that guests found to have been smoking in the apartment will have the cost of the textile cleaning deducted from their security deposit.

Are the mattresses hard or soft?

As part of our decoration standards, we work with a range of high quality mattresses in order to cater to a broad range of needs. The vast majority of our mattresses are provided by FLEX (a brand found in many hotels internationally).

Is there a hairdryer in the apartment?

Yes! Every one of our apartment features at least one hairdryer for guest use.

Are we allowed to throw a party?

We kindly ask all of our guests to respect the community in which their home is situated as well the guest contract, which indicates specific hours in which a level of quiet is to be observed (usually after 11:00pm).

Can I have friends visit me during my stay?

Unlike hotels, our homes are real homes, so we do, of course, welcome visits from friends.

Can I bring my pets?

The keeping of pets in your apartment is at the discretion of the apartment owner and, in the vast majority of cases is not permitted. In the even that the owner accepts the keeping of pets during your stay, please note that additional charges may apply.

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.

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.

Does the property have free Wi-Fi?

Yes, all of our properties are equipped with high-speed, free Wi-Fi.

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.

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.

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).

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.

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 (+34 690 673 771). 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.

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.

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.

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.

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%).

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.

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.

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).

Who will meet me at the time of check-out?

We do not perform check-outs in person, but we have tries to make the check-out process as simple as possible for your convenience. We only ask that, upon your departure, you take out the trash, switch off all electrical appliances and leave the keys on the kitchen counter or dining room table and, finally, ensure that the main entrance door is well shut behind you.

What time do I need to check out?

Our standard check-out time for monthly rental apartments is 10:00am.

Can I do a late check-out?

We will always do our utmost to accommodate late check-out requests, but we may not always be able to confirm them until up to 48h before time. Therefore, we encourage you to remain in contact with our reservations team to ensure that a late check-out will indeed be possible.

Please note: even in the event that a late check-out has been granted, our logistics team will still need to stop by the property at the normal check-out time in order to remove dirty bed linen and textiles and to comply with local traffic and parking regulations which inhibit them from doing so at a later time.

Where do I leave the garbage?

During your check-in, your Local Ambassador will direct you to the correct areas for garbage disposal. If you would like to remove trash outside of designated building schedule, you can do so in a nearby public container (usually found on the street).

What do I do with the keys?

Please leave both sets of keys on the kitchen counter or dining table upon departure.

Can I get my deposit back in cash at check-out?

No. Our team will proceed to conduct a same-day deep cleaning and inspection after your check-out. Therefore, we cannot return your deposit before this inspection has been successfully completed.

In the event that you provided your deposit in cash, you will need to provide us with valid and complete bank account details in order for us to return it.

Please note that:

How long will it take to get my deposit back?

Return of your deposit can take up to 7 business days depending on your bank.

How will I know if there have been deductions from my deposit?

Once our team has conducted a full inspection of your home, you will be contacted by our guest services agent with photos pertaining to any damages, as well as a full invoice detailing any deductions made.

Can someone pick me up to take me to the airport or train station?

We are more than happy to arrange and make transfers from airports or major train stations for all of our guests.

Where can I store my luggage after check-out?

If your departure flight is later in the evening, we are more than happy to keep your bags until 8:00pm at our head office in Calle Hermosilla 21. Simply call one of our Reservations Agents at any time before or during your stay with us to arrange this.