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Frequently Asked Questions

August 24, 2015 by ak-bcn

Get answer to all your questions!

If you still have question, feel free to contact us and we will do our best to help you

Can I change my reservation?

Up until the booking confirmation (payment of the Reservation Fee) yes, but be aware that until then, your dates arenotheld for you. Once your reservation is confirmed by payment of the Reservation Fee there can be no refund of the Reservation Fee amount, the only exception is if the cancellation is made more than 6 weeks ahead of the booking dates

How do I check-in?

Once your booking is finalised we will arrange a “check-in” time with you via email, this can be anytime between 3pm and 9pm. A member or our team will either meet you at your apartment, or if you book a private transfer booking they will meet you at the airport.

The check-in will take at least 30 minutes and we won’t leave until your final question is answered. You may find it helpful to prepare a list of questions for the check-in so we don’t miss any details.

If you have made arrangements for the day of your arrival, please let us know so we can prepare to do a speedy check-in with you.

How do I find my apartment?

Once your booking is finalised we will provide directions to your apartment along with recommended routes and methods of travel.

Can we leave before 9am, or after 11am?

Late check-outs – after 11am: If you need the apartment after 11am and the apartment is not already booked we can offer you a “day booking” at 50% of the normal cost. This will give you access until midnight on the same day. For last minute late check-out requests; where we can accommodate you we will do our best to be flexible, but it may be that we will have to check you out as arranged. In these cases we may be able to store your luggages for the extra hours until you are ready to leave.

Early check-outs – before 9am: If you want to leave very early in the morning after your final night in the apartment we can arrange a remote check-out. We will advise on how to leave the apartment, where to put the keys, and how to return your damage deposit – this will be transferred to you within a week.

What if something happens and I need help?

Your agent is your concierge for the length of your stay. At check-in they will spend time with you, preparing you for your stay in Barcelona. As a part of the personal service we offer we guarantee 24 hour emergency attention for things such as building electricity cutting out.

During normal working hours feel free to call to ask for advice on where to eat, drink, see Gaudi or go for a swim. If your agent doesn’t answer they might be on their bike or out of reach, so pleaseDOleave a short message and they will get back to you.

During the check-in we will confirm your agent’s contact details and they will do their best to attend to any problem or query quickly and professionally.

What about my neighbours and noise?

All apartments are located within normal residential buildings so you have neighbours who are working people, as such there are quiet hours that you must adhere to in the apartment and thebuilding’s communal spaces. The quiet hours are:

Monday to Friday:    22:00 to 08:00

Saturday & Sunday:    23:00 to 10:00

Equally, your neighbours should respect your quiet hours, so although complains are very rare, please do let us know if you have any issues with neighbours.

Can I leave you my Rolex instead of a cash damage deposit?

We don’t have the knowledge to determine whether your Rolex, or any other luxury good is genuine, therefore we don’t accept damage deposits in this format.

Does someone clean the apartment each day?

No, the majority of our apartments are not serviced. If you want your apartment to be cleaned during your stay please let us know and we can arrange cleaning for a small fee. We can also source apart-hotels which are fully serviced in addition to having the cooking and living facilities offered by apartments.

What methods of payment do you accept?

For the 20% deposit payment, we use PayPal. This is a secure and reliable payment method.

You can pay using a credit or debit card, bank transfer, or via your PayPal account. If the balance of the payment is not made in advance, it must be paid in cash and in Euros prior to handover of the keys to the apartment. The refundable Security Deposit must always and only be paid in cash, Euro.

What does the damage deposit cover?

During the check-in you will be talked through a contract that, in essence, says that you will leave the apartment as you found it and be respectful during your stay.

More details are available in the Terms of service.

Do I have to pay for my babies and children?

Babies younger than 2 years old (not requiring a bed) are not calculated in the payment, however if there is a need for a baby cot there may be a small charge. By Spanish law, children older than 2 years and requiring a bed must be calculated as an adult in your booking.

What if I arrive earlier than 3pm or later than 9pm?

In all cases we will be as reasonable and flexible as we can. This will depend on availability of our cleaning staff and agents and on other bookings in your apartment. Please let us know if you think an out of hours check-in will be required.

If you arrive in the city between 9am and 3pm we may be able to keep your luggage for a while, please just ask.

Is there a supermarket / bank / metro stop / laundry service etc. near my apartment?

Yes. All our apartments are centrally located and during check-in we will show you these on a map.

What if my flights are delayed?

For arrival, if you are able to advise us of delays, please do so. We will need to ensure that an agent will be available to check you in once you arrive in Barcelona. In addition we request that you provide your flight details and arrival methods in the case that your flight is delayed on route and you are not able to call.

If your return flights are delayed and this effects your travel plans please get in touch as soon as you hear and although we can’t guarantee that we will be able to accommodate you we will do all we can to help.

Can I invite friends to stay with me?

The number of guests allowed to sleep in your apartment is the number that is agreed when you make the reservation. By Spanish law, this number cannot be exceeded.

Can I smoke in the apartment?

In general our apartments are non-smoking. Most apartments do have private ourdoor spaces – terraces, patios and balconies where you can smoke if you need to. Remember that since January 2011 it is prohibited by law to smoke indoors in public places in Barcelona.

Can I leave my credit card details instead of a cash deposit?

No, the security deposit is only payable in cash, Euro.

Do we get breakfast?

Our basic booking does not include meals, but each apartment is equipped with excellent cooking facilities, and in Barcelona, a fresh food market is never far away. The Spanish generally rise early to a small breakfast (desayuno) of coffee and a tapa, the main meal of the day is lunch (comer). You will find a lot of small restaurants offering desayuno “todo el dia”. Or all day breakfast.

Why do I have to pay the balance in cash?

The full amount of the booking must be received in advance of the stay, the easiest way is with cash, otherwise it can be paid well enough in advance that the funds are cleared prior to your first night in the apartment. Please speak with us if this is your preferred option and we will provide guidance. The refundable Security Deposit must always and only be paid in cash, Euro.

Can I stay for just one night?

Part from Last Minute Specials, our apartments have a minimum stay of 3 – 5 nights depending on the season. This means that if you wish to stay for only one or two nights you will have to pay for the minimum stay for the apartment in question, or wait until the last minute to book.

LAST MINUTE SPECIALS:Occasionally Accommodation King posts special offers on the NEWS & SPECIALS page, and on the AK-BCN facebook page: facebook.com/accommodationkingbcn. In these cases shorter bookings may be available. If there is nothing available on either of these you can try calling us on +34 646 017 422.

How do I get my keys?

We will provide you with keys during the check-in, on payment of the final amount and the damage deposit. We will also advise on apartment security and anything else you need to know about your new home in Barcelona. You will be responsible for each set of keys, and if lost, we will take the cost of a new set from your Security Deposit. The average value of a set of keys is 50€.

How do I check out?

Check out takes place between 9am and 11am, you must be checked out of your apartment by 11am. During your check-in your agent will discuss the most suitable time and place for the check-out and make arrangements with you. If you need to make changes to these arrangements you must let us know at least 24 hours in advance. Our agent will normally meet you at the apartment. The keys are returned and if everything is in reasonable condition we will return your damage deposit.

Can you store luggage?

In some cases we are able to keep luggage on the premises before check-in and after check-out, in the cases that we can’t help, we can find a solution for you, but please provide as much notice as possible.

Can I have parties in the apartment?

Most of our apartments are rented as accommodation space only, which means that you can’t host a party or event of any sort in the building (which includes the apartment or any of the communal spaces such as stairwells, elevators and reception spaces).

If you want an apartment where you CAN host parties please let us know at the time of booking. We have various options depending on the size and nature of your gathering. We can also help with party and event services, hen and stag night arrangements, birthday parties, New Year’s Eve parties etc. Use your imagination!

Do I get clean sheets and towels?

Yes, your management and cleaning fee covers fresh sheets and bath towels at the start of your stay for the number of guests in your booking. If you are staying for a week or more we can arrange additional clean towels and sheets free of charge – please request.

We do NOT provide beach towels, so please be sure to bring your own if your planning to visit Barcelona’s awesome beaches.

Can I pay my deposit in another currency?

No, your damage deposit must be paid in Euros.

How do I pay?

We require a deposit payment of 20% in advance. This is non-refundable, and will secure the apartment for you for the dates of your booking. (This is different to the Security Deposit which will be returned at the end of your stay.)

The balance must be paid in cash only (Euro), and can also be paid in advance as long as the funds are cleared before your arrival. In general though, the balance + cleaning fee and damage deposit is paid in cash (Euro) during check-in, in exchange for the keys.

Are there any extra charges?

Our prices are the best you will find in the market. In order to keep the prices low we separate the one-off costs for cleaning/management and the damage deposit payment from the day rate. When we quote the cost of the stay for you this is a total, and you should receive no additional bills without prior notice.

Very early or late arrivals or departures may incur a fee, for details of the maximum charges in each case see our Terms of service.