Online booking terms
The company has been established to provide an outstanding selection of fully furnished short and long-term stay apartments and related services to an international client base, as well as tourist information and services. KeyApartments has negotiated the best possible rates for its clients and there are no hidden extras/costs or booking fees involved. These are KeyApartments’ general Terms & Conditions, which cover payment, booking and other information regarding the company’s services.
Booking an apartment
Reservations are made by paying a prepayment on the total amount of the stay. This prepayment can be made online via credit/debit card, bank transfer or PayPal. The reservation will only be completed once KeyApartments has received your prepayment and you have received your confirmation email. In case of cancellation, no refund will be made on the prepayment.
Confirmation of your reservation
As stated above, once the prepayment is received, you will receive a confirmation of the reservation via email, which will indicate the amount to be paid upon arrival. The confirmation email will also contain the name, address, telephone number and the email address of the apartment owner/representative (if applicable), as well as instructions on where you should go to check-in. If you do not receive this confirmation email within 24 hours of making your reservation, please notify KeyApartments.
1. Within 24 hours of successfully completing your reservation, you will receive a confirmation email containing the contact details of the apartment owner/representative and details of where you must complete your check-in procedure.
2. You are obliged to contact the apartment owner/representative at least 3 days before you arrive to provide your estimated time of arrival, as well as information on your flight number/time (if applicable).
3. Check-in is from 15:00h onwards. Arrivals after 20:00h will be subject to an extra fee of 30€ and arrivals after midnight (00:00) will be charged an additional 45€. Upon arrival, you must go to the check-in point indicated in your confirmation email, bringing with you:
• A copy of the confirmation email
• A photocopy of your ID, passport or driving licence
• The remainder of the balance in cash, unless another method of payment is stipulated in your confirmation email.
• The damage deposit. Please check your confirmation email for the method of payment that will be required. For more information on the damage deposit, please see our Terms and Conditions.
4. Upon checking-in, you will receive the keys to your apartment. You will also receive directions on how to get to and from the apartment, in the case that you are completing check-in at the KeyApartments office.
If you should find any problems in the apartment upon entry or during your stay, including damaged or missing items, please contact the owner/representative immediately, and he or she will endeavour to resolve the issue as soon as possible.
1. Check-out is at 11:00h or before. If you have requested a late check-out and we have agreed to accommodate you, you may stay in the apartment until 18:00h, paying 50% of the rental cost per night. If you vacate the apartment after 18:00h, you will be required to pay the full cost of the rental per night.
2. Before checking-out, we kindly ask all guests to return the apartment to the same state of cleanliness as found upon arrival, with the exception of dirtiness caused by normal and acceptable use of the accommodation.
3. The owner/representative of your apartment will instruct you upon arrival on how to check-out of the apartment and where to leave your keys.
Details of the amount to be paid upon arrival will be stipulated in the confirmation email. Please note that there will be a supplement of 2% for all payments made with a Visa/Maestro/MasterCard, and for payments made by AMEX the supplement will be 4%. We do not accept cheques.
As stated above, in order to obtain the keys to the accommodation, you must pay the amount of damage deposit indicated in the confirmation email. This deposit will be returned by the owner/representative after assuring that the accommodation is in the same condition as when the client entered. For all rentals of 31 days and under, the damage deposit will be returned between 4 and 7 days after departure. For all rentals of more than 31 days, the damage deposit will be returned by bank transfer or PayPal up to 30 days after leaving the apartment, once the apartment has been inspected and any outstanding Internet and utility charges (gas, water, and electricity) and/or charges for damage to the apartment have been deducted.
Please note: WHEN THE RESERVATION IS UNDER 7 DAYS deposits for some apartments may be paid by pre-authorization on a credit or debit card. The amount is blocked on the card for 7 days, after which time it will be automatically unblocked, provided the apartment has been left in an acceptable condition.
The number of guests occupying the apartment must coincide with the number of guests on the reservation confirmation. No changes should be made to the number of guests without previously notifying the owner/representative. Once a reservation has been confirmed, any increase in the number of guests in your reservation could result in a price increase. If you wish to decrease the number of guests in your reservation, the total price will remain the same. Animals will not be accepted in the apartment unless stipulated otherwise on the apartment’s description page on our website.
Conduct in apartments
Our apartments are located in residential areas and buildings, therefore parties are strictly prohibited in all apartments. We kindly ask guests to respect the neighbours and refrain from playing loud music or creating loud noise in general after 22:00h. Should a guest fail to comply with this condition, resulting in a complaint from the neighbours and/or the police being notified, KeyApartments reserves the right to immediately remove all guests from the apartment and retain the damage deposit.
As stipulated in the contract which you must sign upon checking-in to the apartment, you are responsible for the behaviour of yourself and for the behaviour of the rest of the party residing in the apartment. Should any of the guests behave in an unsuitable, criminal, offensive or violent manner, KeyApartments reserves the right to immediately remove all guests from the apartment and retain the damage deposit.
If you and your accompanying guests are removed from the apartment by KeyApartments or the owner of the apartment, you will have no right to any claims of compensation and you will consequently lose all payments made on the apartment rental, including the damage deposit.
Changes to reservations
A. In case of cancellation, no refund will be made on the prepayment. However, if the reservation is cancelled 30 days prior to your arrival, you have the option to change the rental period in the same apartment, subject to availability.
B. To avoid unforeseen cancellation costs we recommend that you contract travel insurance. All cancellations must be communicated in writing via fax or email.
C. In case of force majeure or unforeseen circumstances (including, but not limited to: unscheduled building works, water leaks, etc.) resulting in KeyApartments being unable to provide you with the apartment that you booked, you will be notified and offered an alternative apartment of similar characteristics. In the case that you should not agree with the new apartment proposed, you have the right to cancel the booking and receive a total refund. KeyApartments will not be liable for further claims made by the client in this situation.
D. If you wish to increase the number of nights in the apartment, subject to availability, you will be charged the same rate per person per night as stipulated in the original booking. However, please note that should you wish to decrease the number of nights you will be staying in the apartment there will be no change to the total rental price once the reservation has been confirmed.
Damages, deterioration and lost items
Guests are responsible for the condition of the accommodation during their stay and are responsible for any type of breakage, deterioration or loss that occurs in the apartment, including damage to or loss of furniture, appliances, keys, etc. In the case that an item is damaged or lost, the owner/representative may demand payment for the item which will be deducted from the damage deposit. If the damage deposit does not cover the cost of reparations to or replacement of the item, then you will be required to pay the difference. You must immediately inform the owner/representative of any damage, breakage or loss that takes place during your stay.
Guests must return the apartment to the same state of cleanliness as found upon arrival, except for dirtiness caused by normal and acceptable use of the accommodation.
Web page descriptions
The property owners provide us with all property descriptions. We make every effort to keep the information as accurate as possible through continued contact with the owner and periodical visits to the apartments. We do not take responsibility for discrepancies that may occur in the descriptions, but will act on behalf of our clients to inform the owner of the apartment and resolve any issues that may arise as a result. Please note: Baby cots and high chairs may be provided in some apartments (subject to availability) and carry a surcharge of 30 Euro per stay. If you require this service, we kindly ask you to request it when making your reservation.
Problems upon arrival or during your stay
If you should find a problem in the apartment upon entry or during your stay, including issues with cleanliness and broken or missing items, it is your responsibility to contact the owner/representative immediately, who will endeavour to resolve the issue as soon as possible. The issue should be resolved within a reasonable period of time, however, if a solution cannot be provided, you may be moved to an alternative apartment of similar characteristics, subject to availability. Compensation will not be awarded outside the period of stay if the owner/representative has not been notified of the issue during the stay.
The feedback we receive from our customers is very important to us. Therefore, we may send you an email promptly after your stay, inviting you to complete our client review/online survey form.
By completing our client review/online survey, you accept that we may publish the information you provide on our website for the sole purpose of informing future customers of your opinion of the quality of the apartment and of the quality of service you received from KeyApartments. We reserve the right to use, reproduce, modify, adapt, translate, distribute, publish, create derivative works from, publicly display, refuse or remove reviews at our discretion. The information you provide may be also be shared with our affiliated, co-branded and/or linked website partners.
Utility charges for monthly rentals are not included in the total cost of the rental. If you are staying in the apartment for more than 31 days, then you will be required to pay the bills for electricity, water, gas and Internet on a monthly basis. The charges for any outstanding bills will be deducted from your deposit at the end of your stay. You are obliged to contact the apartment owner/representative via email between the 1st and the 5th day of every month to communicate the electricity, water and gas meter readings.
Apartment Barcelona does not accept any PayPal charges nor any other transfer charges for monthly payments or deposit refunds.
Linens and towels are not included in the rental price for stays of more than 31 days, but you may purchase a set for an additional fee. Please note: If, upon your departure, the apartment is left in the same condition as when you entered (i.e. clean and tidy) the 75 Euro cleaning fee will not be applied. However, if the apartment is left unclean and/or untidy at the end of the stay, you will be charged a minimum of 75 Euro, or more, depending on the condition of the apartment.