Frequently Asked Questions

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Frequently Asked Questions about our rental properties

Q: Do all your apartments have private parking?
A: All of our apartments have space for parking, most of the apartments have private underground parking and some have parking on the street inside the community.

Q: If we forget anything in the apartment?
A: Please report this to us as soon as possible and we will of course try to help you. If it´s something you want us to send to you then you have to pay for the transport.

Q: What does it mean when you talk about gated Communiy/Urbanization?
A: A gated community/urbanization means that the apartment is located in a secure area with a fence, often with 24h guard (or only during night time). It is normal in Marbella to live in a gated community/urbanization.

Q: Where is the closest gym?
A: You have information in the apartment where to find the closest gym.

Q: Where is the closest supermarket?
A: You have information in the apartment where to find the closest supermarket.

Q: Will you provide us with beach towels?
A: In our most exclusive apartments beach towels are provided.

General rules

Q: Can we invite more guest to live in the apartment during our stay?
A: No, you can not invite more guests to live with you in the apartment. You have to inform us how many guests that is going to stay in the apartment during your stay, regarding to the Spanish rental law and every guest need to be checked-in with information that is sent to the police.

Q: Do you allow pets inside your apartments?
A: No, pets is not allowed in any of our apartments. We love animals but the guests can have allergy so we don´t allow it.

Q: If the neighbour disturbing us during our stay, can you help us?
A: We are not responsible of the urbanization where you rent your holiday home, we are responsible of the apartment you rent from us. If the neighbour is disturbing you it is possible to go to the urbanization office and talk to the manager or you can talk to the neighbours that is disturbing you.

Q: Is final cleaning, water, electricity and wi-fi always included in the rental price?
A: If you rent your holiday home for short term (7 nights-3 month): Final cleaning, water, normal consumption of electricity and wi-fi is always included.
If you rent your holiday home for long term (4-8 months or longer): Final cleaning, water and wi-fi is included but the electricity is not included in the rental price.

Q: Is smoking allows in your apartments?
A: No, smoking is not allowed in any of our apartments.

Q: What happens if we lock ourselves out or loose the key?
A: If you loose your key or look yourself out from the apartment you have to pay for a change of lock. We always remind our guests NOT to leave the key on the inside of the door. If you do you will lock your self out.

Q: Why do you only allow guests over 27 years to book your apartments?
A: We don´t want young groups that will have parties, hen-parties etc. in any of our apartments. We always require passport copy of the person that is booking the holiday home. If you are parents travelling with kids you are always responsible of the kids during your stay. The apartment shall always be left in the same condition as when you arrived.

Check-in, arrivals and departures

Q: Can some one else pick up the keys for us?
A: No, we only do personal check ins with our guests.

Q: How do we get the keys to the apartment?
A: We always do personal check-ins with all our guests, we will meet you at the apartment, give you the information you need, show you around in the apartment and hand over the keys.

Q: What happens if we arrive later then 20:00 P.M on our check in day?
A: If you arrive to the property between 20:00-22:00 P.M on your check-in day it will be a late check-in fee of 80€. Check-in after 22:00 P.M is not possible. During high season it takes time before you arrive to the property from the airport, you have to expect around 2,5-3 hours before you can check in to the property. You always have to inform us about you arrival time at the airport when you book your holiday home.

Q: What shall we do if our flight is delayed?
A: Before your arrival day you will receive arrival information from us that includes a telephone number to call on your arrival day. If anything happens on the way or if your flight is delayed you need to inform us on that number.

Q: When is normal check-in and check-out times?
A: Normal check-in is 16:00 P.M and check-out is 11:00 A.M. We always try to help our guests to check-in when they arrive if it is possible. Sometimes it is possible with late check out or early check in but this will be a extra fee and you always have to ask us if it is possible.

Q: Will we receive information about our departure day?
A: Yes, couple of days before your departure day you will receive a departure email from us. In that email you will receive what time you have to leave the apartment and what you shall do when you leave the apartment and what to do with the keys.

Agreements and payments

Q: Can we get the money back if we cancel our holiday home?
A: You will have all the information you need regarding cancelations in your holiday rental agreement that you will read and sign before you book your holiday home.

Q: Do we get a rental agreement when we book our holiday home?
A: When you book your holiday home a rental agreement will be signed by both parties. You will also receive a booking confirmation.

Q: How do we pay our booking?
A: If your arrival date is less than 8 weeks we need you to pay the full amount of the booking. If your arrival date is more than 8 weeks you have to pay 40% of the rental amount when you book your holiday home. 8 weeks before arrival date your final payment of 60% shall be paid. Payment can be made by credit card or bank transfer. If you rent for long term the payment rules are different.

Q: Why do you take security deposit when we arrive and what does it cover?
A: The security deposit covers if anything breaks or get destroyed in the apartment during your stay. The security deposit will be refunded within 48 hours after your departure, after cleaning and inspection of the apartment, provided that there are no damages or deviations. If anything happens during your stay inform us right away.

Extra service during your holiday

Q: We need a babysitter, maid or a chef during our stay, can you help us with that?
A: We don´t provide our guests with babysitters, maids or chefs etc. We can offer you extra cleaning and laundry (sheets/towels) during your stay (please ask us when you book your holiday home).

Q: Can you provide us with a baby cot and high chair?
A: Yes, you can rent a baby cot and a high chair from us. The rental price for this is: 40€/week for the baby cot and 30€/week for the high chair. (Note! The baby cot is a travel cot and in the rental price is not included blanket or a pillow, we provide you with one sheet for the cot).

Q: If we have a special occasion we want to celebrate can you help us to arrange that?
A: Yes, we can help you to arrange something in the holiday home for your special occasion. Let us know what you prefer and we will help you.

Q: We want extra cleaning during our stay, is that included?
A: The only cleaning that is included in the price is the final cleaning on you departure day. If you want extra cleaning during your stay please let us know when you book your holiday home. 

Transportation from Malaga airport

Q: How do we transport our self from the airport to the apartment?
A: You can choose to go by taxi, Uber, buss or rent a car. We strongly recommend you to rent a car or go by taxi. If you don´t rent a car we recomend you to prebook a airport taxi.

Contact details

Q: Can we reach you during our stay?
A: Yes, you can of course reach us. We will also provide you with contact details to us in the apartment. If you want to reach us by telephone our opening hours are: Monday – Thursdays 10:00 A.M – 18:00 P.M and Fridays 10:00 A.M – 14:00 P.M. If we can´t answer please leave a message or send a text message and we will call you back as soon as possible. If you want to meet us you always have to book a time for the meeting because we are often out of the office in meetings and viewings.

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