Frequently asked questions (FAQ)

How do I search for an apartment?

Select your arrival and departure dates, as well as the number of guests that will be staying in the apartment. Then click on "Search". On the following page, you shall be shown a list of all available apartments. All apartments displayed on the page can be rented on your requested dates.

How do I make a reservation for an apartment?

Fill in your travel dates, select an apartment from the availability list, and click on "See apartment". On the following page, you will be able to see the apartment details and the total cost of the stay. This price is the total cost of the stay, based on the number of guests entered, seasonal price adjustments, discounts, local taxes, agency fees, water, gas, electricity and the cleaning fee. However, for monthly rentals the price of Internet, gas, water, and electricity bills is not included. Click on "Book now" and continue to the reservation page. On the reservation page, you must fill in the form with your personal information. In order to complete the reservation you are required to make a prepayment. This is the amount indicated as "Payable now". Your credit or debit card will be charged the "Payable now" amount only after we have verified all the information entered in the form.

Is cleaning included in the total price?

Yes, a one time only cleaning fee is included in the total price for one sole cleaning of the apartment. Our apartments are cleaned before and after our guests enter and leave the apartments. If you wish to have the apartment cleaned during your stay, you must arrange this with the owner of the apartment or contact KeyApartments.

When do I receive the address and contact details of the owner?

Once you have paid the "Payable now" amount to make your reservation of the apartment and we have confirmed your booking, we will email you the details of the apartment owner or representative.

Are utility charges included in the price of monthly rentals?

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.

How much do I have to pay as a deposit?

Each apartment has different rules regarding deposits. If an apartment requires a deposit this will be marked in the apartment details and on the reservation page. This amount is to be paid to the owner/representative at check-in.

When will I be refunded the deposit?

The damage 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 or less, 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. Please see your confirmation email to find out if you are required to pay by pre-authorization.

How do I pay the prepayment?

To pay the prepayment stated as "Payable now," you must complete the reservation form and fill in your credit/debit card or PayPal details.

What is provided in the apartment?

All of our apartments are fully equipped for your comfort and convenience. Extra equipment such as TV, stereo, Internet and satellite TV vary depending on the apartment. This information can be found in the detailed apartment description available for every apartment.

When do I receive confirmation of my reservation?

Once you have entered your personal information and your payment details, we will verify the information provided and charge the prepayment amount to your credit/debit card or PayPal account. Once the prepayment has been charged, we will send you the complete reservation confirmation via email which includes details of the apartment owner/representative, as well as the exact location of the apartment.

How do I receive the keys to the apartment?

Once you have received your reservation confirmation, you must contact the owner/representative at least three days prior to your arrival to arrange a check-in time. You will receive the keys to the apartment at check-in.

What time is check-in/check-out?

Check in is from 3pm and check out is before 11am. Please see our Terms and Conditions page for information on late arrivals and late departures.

How do I cancel my apartment reservation?

To cancel your reservation you must contact KeyApartments. We will notify the apartment owner of your cancellation.

Do I receive a refund if I cancel my reservation?

In case of cancellation, no refund will be made on the prepayment. Please see our Online Booking Terms for full details on reservation cancellations.

Can I bring a pet to my apartment?

Some apartments allow pets. To see which ones, check the icons on the apartment description page.

What happens if I break something?

If you break something in the apartment, don’t worry. Just contact the owner/representative of the apartment so that they can go about repairing or replacing the item. They will decide if any extra charge will be incurred for the damage.

Can I leave a review after my stay?

Yes, of course! We value your feedback and our customer reviews help us to improve our services. Shortly after your departure, we will send you a survey form by email with a few questions on the apartment and your stay. For more information on leaving a review, please see our Terms and Conditions page.