FAQ

If you’d prefer to make your booking over the phone or e-mail, our customer services team will be happy to give you advice on how to choose the accommodation that will suit you best. 

Booking is confirmed to the USER through the full payment of the stay by bank transfer (NO immediate confirmation), Paypal (immediate booking confirmation) or credit card (immediate confirmation of booking).
When the payment process is completed successfully, you will receive an e-mail confirmation of your booking. For more information, please go to the Steps section of our website.

If you wish to change or modify the number of guests or number of nights, after you have made the booking, you need to let us know by e-mail as soon as possible, at info@apartup.com.

Please make sure to quote your booking reference number, which can be found on your booking confirmation e-mail.

If you wish to change the apartment you have booked, this is considered as a de facto cancellation. ApartUP the right to penalize this modification reserved.

Cancellation fees, where applicable, depend on the amount of notice given.  Please refer to our Terms and Conditions for the full terms of cancellation and fees.

All amounts to be returned, will be made through the same payment method used by the USER.

Once you’ve completed your booking we’ll send you an email confirming all the details about your stay, including the apartment address.

For privacy reasons we do not show apartment addresses on the website, nor can we give out an address before a booking has been made for the apartment.

Look at the location map on the apartment’s page to see the area map or google map.

You need to call your accommodation contact person, using the phone number provided on your confirmation email or whatsapp message, as soon as you arrive in the destination city (at the airport or transport terminal, or when you reach the outskirts of the city) to arrange a time to meet and check-in at your apartment. 

Please consult the location map on the apartment’s page to see the area map or google map.

The nearest public transport stop, such as bus, metro or tram, is also given in the location description for each apartment, to help you locate your apartment with ease.

Yes, we do provide an airport transfer service. When selecting the chosen apartment, you can also select the shuttle with the corresponding fee or contact us directly info@apartup.com.

The accommodation contact person for each apartment will agree a suitable time to meet you to hand over the keys. Contact details are provided in the booking confirmation e-mail.

The standard check-in time is between 15h to 21h. All apartments allow check in after 21h and however, sometimes this may imply an additional charge. If you arrive after 21h there will be a surcharge of 30€.

It is common that other guests will be checking out of the apartment on the same day that you arrive.  To allow for check-out and cleaning, it may not be possible to request an earlier check-in.

You can call accommodation contact person from 9:00am on the day of your arrival to see if an earlier check-in is possible.

If an early check-in is not possible, you may be permitted to leave your luggage from 11:00am onwards and return at the normal check-in time, when the apartment will be ready for you.

The standard check-out time for an apartment is between 9h and 11h noon.  This information is also given on your booking confirmation e-mail.

There is no guarantee of a late check-out, as there may be guests arriving on the same day that you leave the apartment. You can ask your accommodation contact person on your arrival if a late check-out is possible.

If you need a later check-out you could book the extra night. Alternatively you can use the luggage storage services at main transport terminals such as train stations.

Your accommodation contact person will meet you at the apartment at the standard check-out time (if no other check-out time was arranged) for inspection and refund of the damage deposit.

The damage deposit is fully refundable, provided that no damages have occurred and the apartment is being left in a reasonable condition.  You are required to report any damages during your stay.

Please refer to our Terms and Conditions section of the website, regarding use and care of the apartment and its equipment.

There is no guarantee of a late check-out, as there may be guests arriving on the day of your departure.

The full payment of the stay must be made at the time of booking by bank transfer, credit card or Paypal.

Keep in mind that cleaning out has an extra charge, by type of accommodation must be paid together with the booking of accommodation.

The USER must also pay a deposit on arrival, which is returned on departure as long as the apartment has been left in a satisfactory condition.

USERS pay directly through La Caixa or PayPal. The payment system offered by these companies uses the latest technology in secure electronic data transactions. ApartUP does not have access to credit card numbers.

Prices are per apartment.

With great regret most of our properties do not allow the animal entry to avoid possible cases of allergy. In any case contact us, we may be able to help you travel while the company of your best friend.

Your apartment will be cleaned thoroughly before your arrival so that it’s in walk-in condition when you pick up the keys. It will also be cleaned after your departure, although please help us out by leaving it as clean as possible when you check out.

All apartments have the main cleaning amenities except the articles of daily use (detergents). These you can buy while staying in any city store or if you prefer, bring them direct from your residence.

If you need extra cleaning during your stay, you can request to the accommodation contact person during check-in, to arrange a schedule and inquire about any additional cleaning fee.

Yes, all apartments have towels (1 shower and 1 of hands per person) and bed linen.

In your kitchen you will find the necessary to cook; a complete set of kitchenware and utensils, crockery, cutlery, glasses, pots and pans. Undoubtedly, one of the advantages of living in an apartment feel as in your home, offering you the opportunity to prepare meals on your own and experience with local ingredients.

In each apartment’s page can you check the main accessories available such as a hairdryer, iron, internet, etc.

Yes, we have cots and high chairs for children under 2 years. At the time of booking you can select it as an additional service, with the corresponding fee.

If, in our accommodation is allowed a maximum of 1 extra for adults and children from 2 years. Has an additional cost, please send us an e-mail requesting it during booking.

Parking facilities vary per apartment, however there will normally be a car park within a few minute’s walk of the apartment.  Sometimes there is free parking or on-site parking; please refer to section of the apartment’s page to check.

For electrical appliances used outside Europe or England you need an adapter because the spain voltage  is 220 compared to 110 V in US.

In any case, we always have a small supply of electrical transformers at your disposal.

You should get in touch with the accommodation contact person directly within a period of 24 hours maximum from the occurrence of any incident that may arise during your stay.

We assure you can be quiet we have a fast and efficient service. Our attention is direct and personal, without intermediaries or unreasonable delays.

Look at the location map on the apartment’s page to see the area map or google map and ask us everything you need to know, we are happy to advise you as good neighbors in the area.

Of course. All our properties are located in busy neighborhoods and safe areas. You can rest easy whether you like sports, go out in the morning and coming home at night. We choose the best areas to offer a pleasant stay.