How to book

• How do I search for a property?
  You can start your search on our home page. We have designed our reservation search engine starting with what we think is most important: the location. Enter your destination and you'll see a list of properties which you can search through to find which one you prefer. You can filter your search with different preferences.
  
  It's important to enter the date of arrival in your search to make it as accurate as possible. In fact, we recommend filtering the entire search so that you can find the best home for you.
• How can I find the best property for me?
  Each of our property listings are designed to help you imagine what it would be like to live in them. The descriptions highlight their best characteristics and offer a clear image of what you can experience if you book with HomeClub. This includes unique information specific to the neighbourhood and many other useful details that will help you make your decision.
  
  If you need help making your decision and would like to talk to somebody over the phone, we suggest you contact our reservation agents who will be delighted to help.
• How can I make a reservation?
  Our booking flow has been designed with your experience firmly in mind and begins with a very simple and intuitive search. You can also book via telephone by speaking directly with one of our reservations agents, if you prefer. Shortly after this telephone conversation, your designated agent will then send you a list of personalised options via email.
  
  Once you have a shortlist of properties you like, you have two options. You can either:

  • Request availability confirmation.. Many of our properties are currently occupied by tenants who have yet to confirm their check-out date. Therefore, we suggest that you ask our team of reservations experts to confirm if the property you are interested in is available.
  • Request to hold a home for 48 hours. Using the hold request option allows you to further ponder over it for two days, perhaps with fellow travelers or the final decision maker, before coming back to your Personal Area and completing the booking. Please note: you can only place a hold request on up to 3 homes.

  If you are making your booking one month or more in advance of your arrival, please note:
  
  You will need to make an upfront payment of 100% of the entire rental price and the corresponding booking fee for the home in question.
• What is a reservation request?
  You can place a hold request on up to three apartments at any one time. If you have any doubts over a specific home or need to get a second opinion before deciding, a hold request gives you the opportunity to confer with them and make a final decision.
  
  When placing a hold request, there is no payment necessary and no commitment. Placing a hold request on an apartment stops other potential guests from being able to book the same apartment for a period of 48 hours.
• Can I visit the apartment before renting it?
  We understand that it is very important to see your potential new home in person before making a decision. Therefore, we are here to help you make that possible. We are happy to organize a visit for you but kindly request that you contact us 48 hours before you wish to visit the apartment. Please note that this also depends entirely on the current tenant's permission to stop by! Meanwhile, our diligent reservations agents know each property like the back of their hands, and will be more than happy to answer any questions or doubts you might have.
• How long can I hold a pre-reservation for?
  Each home can be held for a maximum of 48 hours. After this period, other interested guests will be able to book the home.
• Can I change my reservation dates?
  In certain circumstances, it is possible to change the reservation dates. However, these changes depend on the homeowner and the availability before and after the reservation that you have made. To change the dates you will have to get in touch with a HomeClub reservation agent to find out about the different options. We understand that there may be a number of reasons as to why you would need to change your reservation dates.
  
  We ask you to keep in the mind the fact that reservation changes are subject to a range of factors such as seasonal price variations, when the notification request is submitted, etc.
• Can I change my reservation if I see another apartment that I prefer?
  We do not own some of our listed properties, so flexibility in changing bookings will be at the discretion of each home's owner. However, we will always try our best to accommodate your needs whenever possible.
• Why do you need my personal details to confirm my reservation?
  In order to correctly prepare your client documentation and comply with Spanish laws, we are obligated to keep a complete record of our clients and their details. To that end, we will normally require the following details from the person making the reservation:

  • Full name
  • Passport number or DNI or National Identity Card number (EU only)
  • Details of your full home address, including post/zip code

  "
• Can I make a reservation in the name of a business?
  You can absolutely make a Home Select reservation under the name of your company or organization. In order to do so, we will first need to register your company in our system; you can call one of our reservations agents in order to fill in the simple paperwork.
  
  We will then make your reservation under the name of your company. Please note that we are required to add 21% tax charge to the reservation total in this event.
• Can I get a discount for multiple reservations?
  We will always strive to accommodate your needs and requests wherever possible. In the case of discounts, however, these are awarded at the owner's discretion.
• What happens if I don’t like the apartment when I arrive?
  We want to emphasise the importance of being as specific as possible during your initial search for accommodation. Unfortunately, unless there is a significant maintenance problem with your apartment, we are unable to change your reservation. Of course, if there is a maintenance problem we will take care of it.

Cancellation Policy

• Cancellation Conditions Daily Rentals
  When cancelling a reservation or asking to change the dates, you must notify HomeClub in writing by emailing reservas@homeclub.com.
  
  The conditions of cancellation fix a percentage of refund depending on the moment of cancellation. For reservations made from 5th March 2020 onwards, the cancellation policy will be:

  • More than 10 days before your check-in: 100%
  • Less than 10 days before your check-in: Not applicable
• Cancellation Conditions Monthly Rentals
  • In case of reservations shorter and/or longer than 2 months, the initial amount paid is non-refundable.
  • In case of reservations longer than 2 months, the following monthly payments are refundable with more than 30 days of notification.
  • Any reservation that has a discount associated with it may be canceled. However, the difference between the official rate and the discount for any months spent at a special rate must be paid.

Reservation Payment

• When should I make my reservation payment?
  The payment calendar depends of the length of stay. In order to confirm a reservation for 60 nights or less, we ask clients to pay in advance the full rental fee and a reservation fee and security deposit that are calculated based on the size of the property.
  
  For reservations longer than two months, our sales team will ask you to pay the first two months of your reservation in order to confirm the reservation. The remaining monthly payments will be paid one month in advance along with a service fee of 3%. You can pay the security deposit in the Personal Area of the HomeClub website at any time before the arrival as we cannot accept payment at the property.
  
  To confirm a reservation at Home Club, the tenant must have made the payment of the total stay. Payments can be made by credit card or bank wire (we accept international transfers up to 7 days prior to arrival and national transfers up to 72 hours prior to arrival).
  
  After five days without the client paying the rent on the schedule day and if Home Select could not charge the payment of the same to the credit card provided by the client, will be charged for each day of delay 5% on the amount of the rent.
• What is the service fee?
  The service fee is a monthly payment of 3% of the property’s rental value. The fee includes the management and operation of the reservation, including 24/7 maintenance assistance, and the final cleaning of the property upon your departure.
• What is the security deposit and when is it refunded?
  In our daily rental apartments, the conditions for the security deposit are:

  • For reservations made less than 30 days in advance, the deposit must be paid with along with the full reservation fee.
  • For reservations made more than 30 days in advance, 30% of the reservation fee must be paid. The remaining 70% of the reservation fee plus full security deposit must be paid 30 days in advance.

  In our monthly rental apartments, the security deposit can be paid upon reservation. If it is not paid upon reservation, the client will receive reminders 10 days and one week before the letting is due to begin. Paying the deposit before the first day of letting the property is compulsory. We do not accept security deposit payments made in cash or upon check-in.
• What are the HomeClub payment methods?
  There are various payment options: through the Personal Area you can use a credit or debit card (VISA or MasterCard). You can also pay with American Express where you will be charged 3.5% commission (see highlighted point below regarding payment with AMEX).
  
  We accept payment transfers to our bank account in offices of the same bank. Payment must be made 2-3 days after the reservation and always before the date of arrival. At HomeClub we do not accept cash payments.

My Personal Area

• I can't access my personal area
  If you are unable to access your Personal Area, we encourage you to take the following steps:

  1. Check that you have entered your login credentials correctly. Remember that your username and password are case sensitive.
  2. Follow the password retrieval steps displayed at the login screen.
  3. If you are still unable to access your user area, please get in touch with one of our agents by sending an email to info@homeclub.com; we'll get back to you within 24 hours to help you access your account.
• Why has my account be deactivated?
  The most likely reason for your account being deactivated is for having had too many incorrect login attempts. If this is the case, you will need to get in contact with our reservations team in order to reactivate your account.
  
  Fear not: none of your personal information will be deleted or compromised if your account is deactivated.

Arrival

• Who will greet me upon arrival at my apartment?
  Upon arrival, you will be greeted by one of our check-in agents, who know the property and neighbourhood inside out. All of our agents travel by motorcycle so that they can arrive as fast as possible and carry out the check-in swiftly. Your check-in agent will have all the necessary documentation so you won’t have to worry about bringing any print-outs.
• Can I enter my apartment before the check-in time?
  We always try to take care of check-ins outside of schedule. However, we cannot confirm a time until a maximum of 72 hours before check-in to make sure that the apartment is not occupied by other guests the night before your arrival.
  
  If we are unable to check the time the previous guests in your apartment have checked out, you can always check-in after 11.30am, when the last guests will have left the apartment. In addition, the cleaning crew must go to the apartment before any new arrivals.
• What time can I check-in?
  Our official check-in timetable is between 4.00pm and 9.00pm. Before arriving in your city, we ask you to let us know your estimated time of arrival and details of the transport that you will use to get to your apartment so that we can add this information to your customer record. We ask all our guests to call their check-in agent upon arriving in their city to organise an exact time, since the agents carry out more check-ins with other guests and therefore need you estimated time of arrival.
• If I arrive earlier than expected, what can I do with my bags?
  We invite you to leave your bags in our offices on calle Hermosilla 21 in Madrid, where you can collect them before going to your apartment. Alternatively, you can leave the luggage in the apartment that you have rented any time after 11.30am.
• Can I pay upon arrival or at check-in?
  1. You cannot pay upon arrival unless you have booked an ‘immediate check-in’ 5 or 6 hours in advance.
  2. Our flexibility means that we are open to last-minute check-ins, but we ask that you keep the previous point about ‘immediate check-ins’ in mind.
  3. We do not hand over the keys until all fees have been paid.

  A reservation payment cannot be made upon arrival, with the exception of special circumstances, such as those for ‘immediate check-ins’ (reservations made within 6 hours in advance of arrival time). Our aim is to be as flexible as possible with respect to check-ins, therefore we are open to last minute bookings.
• Will I have to sign anything upon arrival?
  Yes. There are three documents that you must sign upon arrival:

  1. The reservation contract
  2. The client document. Before signing the client document, you will have the opportunity to detail any problem that you see in the house and inform your check-in agent.
  3. Credit card authorisation document
• What documentation should I bring with me to check-in?
  You don’t need to print or bring any document to check-in; the check-in agent will take care of everything. However, you need to bring your photo ID (the same passport or identity document that you used to make your reservation). Also you will have to provide a valid credit card as insurance (just as you would at any hotel check-in).
• Who will give us city recommendations?
  Our check-in agents live and work in the city and will delighted to give you advice so you can get the most out of your stay; simply ask during the check-in. In any case, we will give you city recommendations that you will find of interest.
  
  If during your stay you have planned a lot of activities, our reservation team will be at your disposal to help you get tickets for events, the theatre, etc. We are there to organise anything you need to make your stay unforgettable.
• Will there be food in the apartment when I arrive?
  In all our apartments in Malaga and Madrid we provide a small welcome pack with coffee, milk, biscuits and water so you can feel at home when you arrive.
  
  However, after every departure, we throw away any food left over from previous guests for hygiene reasons. If you want us to fill the fridge and/or pantry, we can organise to do so with no trouble. You just need to contact our team at reception, who will also confirm the cost of the service.
• What do I do if I see some sort of problem with the property upon arrival?
  Our customer service team are here to help you and organise anything you need once you have arrived. We also have a maintenance team. Each of our cities have a maintenance team that can be contacted at any time of day, delivering a swift and efficient service to our guests.
  
  If you stay in one of our properties outside of Madrid, the first point of contact will be the property administrator, who will also be at your disposal to help you with anything you need.
• How can HomeClub guarantee quality control before my arrival?
  Quality and consistency are the main pillars of our service. All our apartments are cleaned regularly, both at the moment of departure and during periods when they are empty.
  
  We also have an extensive quality control process regulated by our internal team. After each stay, the guests have the opportunity to give feedback, a procedure that we take very seriously for subsequent cleanings.
• Does the apartment have international TV channels?
  Some of our apartments have access to international TV channels. If you want to know if your apartment has them, we ask you to check in the section of services and installations on the property description, where we always display this information.
• Are the apartments smoke free?
  All the apartments have a no-smoking policy that restricts smoking to terraces or outside areas. Bear in mind that we cannot guarantee that no one has ever smoked in your apartment. If someone has smoked, our deep fabric cleaning should eliminate most of the evidence.
  
  If guests have smoked in the apartment, they will have to pay for the fabric cleaning which will be deducted from the security deposit.
• Are the mattresses soft or hard?
  As part of our décor standards, we work with a wide range of high-quality mattresses in order to cater to a wide range of requirements. The vast majority of our mattresses are FLEX (the brand used in many international hotels).
• Does the apartment have a hairdryer?
  Yes! All of our apartments have at least one hairdryer.
• Can I host a party in the apartment?
  We ask that all of our clients respect their neighbours and the building’s designated quiet hours (normally after 11.00pm).
• Can I have visits from friends during my stay?
  Unlike hotels, our houses are real homes. Because of this, naturally all visits from friends are welcome.
• Can I bring my pet?
  The homeowner is the one who decides if you can bring pets into the apartment, but it is not allowed in the majority of cases. In cases where the homeowner accepts pets, please bear in mind that that could incur additional charges.

The Apartment

• Can I request a cot or highchair?
  Of course! You can request these by contacting a reservation agent or through your Personal Area on our website once you have confirmed the reservation. The requested items will be in the apartment when you arrive.
• Is it possible to add beds or additional furniture in the apartment?
  Our apartments are real homes, so we rent them how they appear on our website. If you are interested in requesting additional furniture, we will ask the homeowner who we will be delighted to contact regarding your request. Cots and highchairs are added at no additional cost.
• Does the apartment have free wifi?
  Yes. All of our properties have free high-speed wifi.
• Is there a coffee machine in the apartment?
  Yes. All of our properties have coffee machines, whether capsule (Nespresso) or filter machines. If you have a preference, please call us before your arrival so we can fulfil your request.
• How many sets of keys will I have to the apartment?
  Upon arrival, your check-in agent will give you two sets of keys.
• Is cleaning included?
  All of our apartments are deep cleaned before and after each stay in accordance with our long stay protocol. We also offer a professional cleaning service which is carried out by our internal team. If you’re interested, we can organise it quickly and easily.
  
  If you want us to clean the house during your stay, please call our marvellous concierge and they will organise it for you. Bear in mind that cleaning is for a minimum of two hours and the service costs 16 € + VAT per hour. An ironing service is also available (included in the cleaning price).
• Am I going to have a contact person during my stay?
  If you have any problem with the property during your stay, our operations agents will solve it efficiently. Your reservations agent and the check-in agents will be at your disposal to help you with anything that could come up over the course of your stay.
• What do I do in case of emergency?
  If an emergency arises during your stay with us, whether it occurs within or outside of the apartment, we have 24/7 emergency contact number (+34 690 673 771). If you need assistance communicating the problem to relevant authorities, our multilingual team (including our emergencies agent) is also available to help you.
• What happens if I don't know how to work an electronic appliance?
  During check-in, the check-in agent will show you how to use every appliance in the house. However, if you need more help with the household appliances, do not hesitate to contact our customer service agent at any time during your stay.
  
  If the problem arises out of office hours, our 24 hour emergency line is available. Bear in mind that we may not be able to solve the problem in person outside of office hours. Of course, we recommend that you are careful when using any electronic appliance.
• Do I need my own detergent for washing clothes?
  We provide a maximum of two detergent capsules in each apartment which serves for two loads of washing. We also provide two dishwasher tablets. However, if you need or want to buy more, our check-in agent will direct you to the nearest shop.
• Is there a tumble dryer in the apartment?
  Some of our apartments have a washer-dryer, whilst others have either a washing machine or tumble dryer. To find out what your apartments has, please look at the property’s list of services on our website, where you will be able to see this information and a lot more useful details about your apartment.
• Will there be a change of bedsheets?
  We provide two sets of towels per person and two sets of bedsheets per bed in each of our apartments. Extra bed sheets and towels can be provided upon request and will incur additional costs.
  
  If you request additional cleaning services during your stay, you can also request extra bedding (towels cost 5.50 € per set and the sheets cost 10 € per set plus 21% VAT).
• Are there cleaning products in the apartment?
  Upon arrival, guests will find two dishwasher tablets, a small bottle of liquid detergent, a tea towel and sponge. For a deeper clean, we recommend our professional cleaning service.
• Are there additional costs for the air conditioning or heating?
  Each of our corporate apartments include bills, but we suggest that you pay special attention to the maximum monthly allowance of your property. This information can be found on your property description or our reservation agents can provide you with it. In case of excess use for which we will we require payment for the difference through the Personal Area on our website, we will let you know. We want to promote environmental conscientiousness when using these installations.
• Can I have additional cleaning services in my apartment?
  Of course! You may be staying in a real home, but we also offer all the amenities associated with a hotel including a professional cleaning service by our internal team.
  
  The additional cleaning services can be organised in a quick and straightforward manner upon request. If you want our team to clean your apartment during your stay, please call our marvellous reservation team, who will happily organise it for you. Bear in mind that the cleaning is for a minimum of 2 hours at a cost of 16 € + VAT per hour. An ironing service is also available (this is included in the cleaning price).
• Are pets permitted in the apartments?
  Pets are allowed in our apartments if we have the owner's prior permission. We charge an additional security deposit as well as an additional cleaning fee (this depends on the size of the apartment and our Reservations Team can confirm the exact terms during the reservation process).

Check-out

• Who will meet me at check-out?
  It is not necessary to have a personal check-out. This makes the check-out is more simple and comfortable. We only ask that upon check-out you take out the rubbish, turn off all electronic appliances and leave the keys on the kitchen counter or dining room table. Finally, make sure that the door is firmly locked upon leaving the house.
• What time do I have to check-out?
  Our standard check-out time for monthly apartment rentals is at 10am.
• Can I have a later check-out?
  We do all we can to fulfil later check-out requests, but we cannot always confirm it until 48 hours before. Therefore, we suggest that you say in contact with our reservations team to make sure that this is possible.
  
  Even when a late check-out has been granted, our team will have to come to the property at the normal check-out time to take the unclean bed sheets in order to stay on schedule for the check-in and check-out times for other reservations. There are also parking regulations that prevent them from doing so later.
• Where do I put the rubbish?
  During check-in, the agent will show you where to throw out the rubbish. If you need to get rid of it outside of working hours you will have to go to a nearby public bin.
• What do I do with the keys?
  Please leave the set of keys on the kitchen tabletop or the dining room table.
• Can I collect my deposit in cash upon check-out?
  Unfortunately no. Our team will proceed to carry out a deep clean on the same day and an inspection after your departure. Therefore, we cannot return the deposit before the inspection has been successfully carried out.
  
  If you have paid the deposit in cash you will have to provide your full bank details so that we can return it. Bear in mind that:

  • All deposits will be returned in euros.
  • The bank costs for the transfers are the recipient’s responsibility. Of course, we will pay the corresponding fees for the transfer.
• How long will it take to return my deposit?
  Refunding your deposit can take up to 10 working days, depending on the bank.
• How can I find out if there are deductions from my deposit?
  Once our team has carried out a complete inspection of the home, you will be contacted by our services agent with photos related to the damages and/or detected problems, as well as a full invoice detailing any deductions.
• Can anyone take me to the airport or train station?
  We are more than happy to organise airport or station transfers for all our guests.
• Where can I hold my luggage after departure?
  If your flight leaves late, we are more than happy to hold your bags until 8pm in our office on calle Hermosilla 21. Simply call one of our agents at any time before your check-out.