FAQS

BOOKING

How can I find the perfect property for me?
Visit our website and locate the search bar. Enter your destination and the requested dates to check available properties. Once in the property listing, we recommend applying filters to refine your search (# bedrooms, # price, # amenities, etc).
How can I make a reservation?
You can complete the entire process online. On the property's page, complete the booking process in just 3 steps: entering your details, making the payment (credit card or transfer), and signing the contract. Rates may vary depending on availability and selected dates. The platform will display similar options for your choice.
Can I visit the apartment before renting it?
We understand the importance of visiting the property before making a decision, so we will be happy to arrange a visit, subject to availability and authorization from the current tenant. To coordinate it, contact us at least 48 hours in advance. Our agents know each property and are ready to assist you.
When do I need to make payments for my reservation?
The payment schedule varies depending on the length of the stay.

For reservations of up to 60 days, full payment of rent, service fee, and security deposit and/or bond is required in advance. For stays longer than 60 days, payment for the first two months is requested to confirm the reservation (along with the service fee and security deposit and/or bond), and the remaining monthly payments will be made one month in advance of the start of the next rental period along with the service fee.

Payment can be made by bank transfer or card. In case of payment delay, an additional 5% charge per day of delay will apply.
What does the service fee include?
The service fee covers the management and ongoing operation of the reservation and includes essential services such as 24/7 assistance, check-in, maintenance coordination, reservation administrative management, and final cleaning and property inspection at the end of your stay. For daily bookings, the amount is a fixed fee per reservation, and for monthly bookings, the value is a percentage of the monthly rent. Check amounts on the property page.
What is the security deposit?
It is an amount of money that the tenant pays when formalizing their reservation and aims to guarantee compliance with the terms of the lease contract and cover possible damages attributable to misuse. The refund is made within a maximum of ten working days after departure if the property is in the same condition as it was delivered.
What are the payment methods at Homeclub?
•Credit or debit card (VISA or MasterCard). For payments with American Express, there is an additional 3.5% surcharge.
•Bank transfer

Cash payments are not accepted at Homeclub.
Can I change the dates of my reservation?
In certain situations, you can modify the dates based on availability. To do so, contact a Homeclub reservations agent to explore options. Please note that changes may involve price adjustments depending on the season and notification period.
How can I get a discount?
The discounts we offer are linked to the length of your stay. Please check the property page for more information.

CANCELLATION POLICIES

Can I cancel my reservation?
Cancellation Policy for Daily Bookings:

•More than 10 days before check-in: 100% refund.
•Less than 10 days before check-in: No refund applies.

Cancellation Policy for Monthly Bookings:

•You can cancel any period by notifying at least 30 days in advance of the rental period. If you have a discount for an unfulfilled stay commitment, the corresponding penalty will apply.

Any card administration fees are non-refundable

ARRIVAL

How will the check-in at the property be?
Our official check-in time is from 4:00 pm to 9:00 pm. Indicate in your personal area the estimated time of arrival and transportation details in advance. For in-person check-ins after 9 pm, there is an additional cost (not for self-check-ins). Early check-ins (before 4:00 pm) are subject to availability. If the property is available, we will be happy to give you access as soon as you arrive. Check-in may be in-person or self-check-in depending on the property. Check the amenities on the property page to verify the check-in method.
If I arrive earlier than expected, what can I do with my luggage?
If you arrive earlier than expected and the property is not available, our agents can help you locate the nearest luggage storage so you can leave your luggage in a safe place.
What documentation should I bring at check-in?
You do not need to print or bring any documents at check-in; the check-in agent will take care of it. However, you will need to bring your identification (i.e., passport or ID) with which you confirmed your reservation on our website.

If the property will be received by a different person from the reservation holder, contact a Homeclub agent so you can sign the corresponding authorization.
What do I do if I need something additional upon arrival at the property?
To coordinate your request, contact us through our website, assistance during the stay, and we will resolve your request as soon as possible.

THE APARTMENT

Can I request a crib or a high chair?
Of course! You can request any of these items by contacting us. The requested items will be in the apartment on the day of your arrival subject to availability.
How many sets of apartment keys will I have?
Many of our apartments have smart locks, so there will be no physical keys. In case there are, two sets are provided per household.
Is cleaning included?
Some of our properties include weekly cleaning; you can check the information on the property page, in the amenities section. We also offer the option to hire additional cleaning services upon request.
What do I do in case of an emergency?
Our offices are open from Monday to Friday from 9 am to 8 pm, and on weekends and holidays from 10 am to 7 pm. Check our contact details.

Outside office hours, we have a 24/7 emergency contact that will be provided to you once you have booked.
Are parties allowed?
Parties are prohibited to maintain peace and respect for the community of neighbors. This does not mean that you cannot receive visitors or have dinner with friends as long as the community's rest hours are respected (generally after 10:00 pm).
Are there additional costs for air conditioning or heating?
Our apartments include in the monthly rate the supply costs up to a maximum limit to prevent inappropriate consumption. Check in your rental agreement the amount included for your property. In case of excess, we will notify you to proceed with payment of the difference.

DEPARTURE

How should I return the apartment on the day of departure?
It's not necessary to check out personally. This way, it will be simpler and more comfortable. We only ask that, upon departure, you take out the trash, turn off all electronic devices, and leave the physical keys, if any, on the kitchen countertop or dining table. Lastly, ensure to properly close the door when leaving the house.
What time should I check out?
For monthly rentals, the check-out time is 10:00 am, while for daily rentals, the check-out time is 11:00 am.
Can I ask for a late check out?
We will try to accommodate late check-out requests, but may not be able to confirm until 48 hours before. We recommend keeping in touch with our reservations team to verify availability. Even if a late check-out is approved, our team will need to visit the property at the usual check-out time to perform cleaning tasks and comply with regulations.
Where can I store my luggage after check-out?
Our agents can assist you in locating the nearest luggage storage facility so you can leave your luggage in a secure place.

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