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Departure
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Bedrooms

FAQs

Before booking


1. Which are the payment methods that you accept?

2. Do the prices include tax?

3. We require a reservation pre-pay?

4. When and where do I pay the rest of the sum of the apartment booking?

5. Is there a damage deposit for the apartment?

6. When will I receive the confirmation of my booking?

EXTRA CHARGES


1. What are the check-in and check-out times for your apartments?

2. Is there a cleaning service for the apartment?

3. Are baby cots available in the apartments?

4. Are utility bills included in the rental price (water, light and gas)?

5. Do I have to pay for my children?

6. Are bed linen and towels provided in the apartments?

7. Are pets allowed?

8. Can I smoke inside the apartment?

AT ARRIVAL


1. Where do we pick up the keys for the apartment and where should we give them back?

2. Whom do I turn to in case I encounter a problem during my stay?

3. What shall l do if I break something?

4. What happens in the case of overbooking?

5. What if I don´t like the accommodation?

CANCELLATION POLICY


1. What is the cancellation policy of Pillowapartments?



Before booking


1. Which are the payment methods that you accept?

You can reserve directly on the website using a credit card, VISA AMEX or MASTERCARD, (secure SSL certified payment), through a normal bank transfer or through Paypal transfer.
Also phone bookings at +34 932213627: we will assist you in English, Spanish, French and Italian.
If you need further assistance please write us: info@pillowapartments.com


2. Do the prices include tax?

The prices include local taxes and VAT over the reservation amount.
If an invoice is required for the total amount of a reservation, please contact us before making the booking. In this case the Spanish V.A.T. (8%) will be added to the total sum of the full amount of the booking.



3. We require a reservation pre-pay?

We require a reservation pre-payment between 15-30% of the total price of your stay. This fee is not refundable and can be paid by credit card, bank transfer or paypal. Once we receive the proof of payment, we will send you the Booking Confirmation e-mail.


4. When and where do I pay the rest of the sum of the apartment booking?

The Outstanding Balance has to be paid in CASH upon arrival (70-80%).


5. Is there a damage deposit for the apartment?

Yes. In the majority of the cases we require a 300€ deposit for each apartment. The deposit has to be secured by a credit card when you check-in. It consists of a pre-authorization on your credit card and the amount will be held only during your stay. On check-out the operation is deleted. In some cases the deposit is due in cash; this will be specified during your booking process.

Please refer to our Terms & Conditions for further details on the refundable security deposit regulations.


6. When will I receive the confirmation of my booking?

Once your booking is completed, you will receive a confirmation email in less than 24hrs. In the booking confirmation e-mail you will find further information such as the exact address of the apartment, the telephone number of your check-in agent, the outstanding balance due etc.




EXTRA CHARGES



1. What are the check-in and check-out times for your apartments?

Check-in time is free of charge from 3pm to 8pm; check-out is before 11am
We require an extra fee of 30€ for check-in after 8pm or 40€ after 11pm.
Early check-in before 11am has a charge of 30€ and must be confirmed with us 1-2 days before your arrival.
If you want to check-out after 11am, you can stay in the apartment until 6pm for an extra charge of 40€ (if the apartment is available).
If you do not want to pay any extra charge, you can leave your luggage in our office Monday – Friday from 10am to 6pm (closed on bank holidays).


2. Is there a cleaning service for the apartment?

For every reservation we charge a flat 50€ fee including admin. taxes and cleaning service.


3. Are baby cots available in the apartments?

Baby cots are available for the extra fee of 35€ for the whole stay. Please confirm with us before arrival.


4. Are utility bills included in the rental price (water, light and gas)?

Yes. Water, electricity and gas are included in the rental price. However, we may charge a supplement from your deposit in case of consumption beyond normal.


5. Do I have to pay for my children?

In most of our apartments children under 3 will not be charged whereas older than that will be charged as adults. In some cases, they can stay free of charge till the age of 11; these particular cases are specified in the apartment description.


6. Are bed linen and towels provided in the apartments?

Yes, we provide bed linen and a set of 2 towels for each guest; beds are already made at your arrival.


7. Are pets allowed?

Generally, pets are not allowed in our apartments. Should you need to bring a pet, please contact us before booking. There are specific apartments where pets are allowed charging an extra cleaning fee.


8. Can I smoke inside the apartment?

Smoking in prohibited in all apartments. Smoking outside the premises is permitted.




AT ARRIVAL



1. Where do we pick up the keys for the apartment and where should we give them back?

Our check-in agent will be meeting you at the door of the apartment at the arranged time. He/she will check you in and give you the keys. It is very important that you call the contact number when you are about to leave the airport. At check-out, please leave the keys on the table and close the door.


2. Whom do I turn to in case I encounter a problem during my stay?

In case a problem occurs during your stay, please contact your key-holder. In case of emergency not related to our apartments, call the emergency telephone number: 112


3. What shall l do if I break something?

Please call us as soon as possible to assess the damage. We will do our best to fix or replace the item/s and reach a decision whether an extra charge is needed.


4. What happens in the case of overbooking?

Our apartments are on instant booking in several websites and sometimes an overbooking may occur. In such exceptional case, we will get in contact with you to offer you a similar or better apartment. In case that you do not agree with the proposed apartment, we will refund the full amount of your reservation down payment.


5. What if I don´t like the accommodation?

We do everything possible to make sure you are choosing the property that is right for you. This is why we write detailed descriptions and show hi-fidelity photos of our apartments
If you arrive at your apartment and you are not satisfied with your choice, call the local contact number and we will do all possible to get your problem remedied immediately.

Please remember that we cannot act unless we know about the problem in advance. Please notify us as soon as possible; do not expect a refund or compensation of any kind after leaving the apartment and without saying anything in advance.




CANCELLATION POLICY



1. What shall l do if I break something?

For more information about this subject please read out our terms and conditions.
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