Faqs

The exact address of the apartment or house will appear in the confirmation of your reservation. In addition, we will remind you and we will send you the Google Maps link in the confirmation message (sms / whatsapp or mail) that we will send you confirming the previously agreed check-in time via phone call.

The amount of the cleaning is not included in the price per night but already included in the price at the time of booking. You can see the concept and the rate at the time of booking.

The apartment will be clean on arrival so you can enjoy it. After your stay we'will come back to clean for the following guests.

Yes, all our apartments have towels and linens for all guests included in the price.

All our apartments have a fully equipped kitchen with the basic utensils of electrical appliances that vary according to the property, we recommend that you consult the list of the apartment or house in question for more detailed information.

If you are traveling with a baby, we will be able to provide you with a high chair or a crib, free of charge upon request and availability.

Of course. We will send reminder emails 1 month, 15 days and 2 days before your arrival. Also, whenever you want or need any information you can contact us by email, phone or Whatsapp.

In case of having any doubt or incidence do not hesitate to contact us so we can help you. At the time of check in, we will inform you of all contact numbers and schedules (for example, we have a special telephone number for emergencies outside office hours).

1. Make your reservation: Choose among our apartments the one you like the most and the one that fits your needs. Enter the dates and the number of people staying and proceed to book.

2. Make the payment: When booking an apartment you must make an initial payment called prepayment, of 30%. You can do it with a credit card. Maximum 20 days before arrival, you must pay the remaining amount by email that we will send you. All payments are insured with our 100% guarantee.

3. Confirmation of your reservation: We will send you an email confirming your reservation.

If you prefer to make your reservation by phone, do not hesitate to contact us and we will be happy to help you choose the best apartment on our website. It's not possible to make a reservation by email because we need the data of your credit card and the electronic mail is not a safe system to send us this information. If it's very difficult for you to make the payment of the reservation with a credit card, we can provide you with our bank details so that you can make a transfer.

Prepayment: To make a reservation for any of Hellotime's accommodations, it is necessary to pay in advance a part of the total amount of the stay with a credit card, corresponding to 30% of the total amount of the stay. 

Remaining payment: A few days later an email will be sent through which the rest of the payment must be made, maximum 20 days before the arrival date. In case of not making the payment in the established period, the reservation will be canceled automatically and the prepaid amount will not be refunded.

All payments are insured with our 100% guarantee.

In the case of reservation, payment must be made with a credit card through the payment platform of the website. If there's a problem, don't worry we will offer you an alternative.

For the payment of the tourist tax, therefore, we do not accept card payments and will have to be paid in cash in the local currency (euro) at the time of check in.

We're sorry to inform you that we can not issue an invoice for your stay since Hellotime SL is only a service company and it's the owners who receive the income from your reservation. Being individuals not required to issue it.

However, we can send you an itemized receipt in the name of who you need.

The confirmation email of your reservation will arrive a few minutes after making the payment.

The confirmation e-mail contains all the information related to your stay and confirms that the booking process has been successfully completed. In the confirmation e-mail you will find the address of your apartment, the name and telephone number of the contact person and the total amount of the reservation, if you notice missing anything contact us and we will try to answer to your doubts.

At the time of making the reservation you have to indicate the number of people, where you have to include all children. Children count as adults at the time of booking. When we get in touch with you we will ask if children under 16 years old will come because they do not pay for the tourist tax.

Please, get in touch with us so that we can modify your reservation and update the payment if necessary.

Most of the apartments we have are from different owners, so if you decide to change apartments it would be understood as a cancellation of the reservation and therefore you would have to comply with the applicable penalties according to the cancellation policy, which you can consult below or in the corresponding section of our website.

If you decide that you want to change to another of our apartments, we will manage the new reservation.

You can cancel your reservation when you need it. Unless otherwise indicated, as a general rule the cancellation policy is as follows:

To obtain a full refund of accommodation fees, the cancellation must be made within 48 hours after the reservation is made and at least 14 full days before the day and the local time of arrival at the accommodation.

To obtain a 30% refund of the accommodation fees, the cancellation must be made 14 full days before the day and the local time of arrival at the accommodation.

If the guest cancels less than 14 days in advance or decides to leave earlier than planned after the arrival, the nights not enjoyed will not be refunded.

What time can I enter and at what time should I leave the apartment?

By default and unless otherwise indicated, the schedules of entries and departures are as specified below:

Arrival time: from 4:00 p.m. (Before 4pm subject to availability and upon request).

Maximum departure time: 10.00h a.m. (For departures after 10.00 on request and subject to availability).

We will contact you some days before you arrival to arrange a check in time. We will welcome you at the apartment to give you the keys and show you the apartment. We ask you to inform us in advance if there is any change on your time of your arrival.

We will need at the moment of arrival all the passports or identity documents of all the guests, in case of arriving earlier than others, it will be enough with a photograph of the documents that can be seen well. This is necessary since we have to pass by law the data of all the guests to the police (according to Article 2 of Order IRP / 418/2010, of August 5, on the obligation of registration and communication to the General Directorate of the Police of the persons who lodge in the lodging establishments located in Catalonia and by the Article 9.1 of the Organic Law 4/2015, of March 30, of protection of the citizen security).

The amount of the local tourist tax which is € 0.99 + VAT per adult and night and applicable from 16 years of age for a maximum of 7 nights must be paid in cash during check-in.

A bond document must also be signed.

At the time of check in to the accommodation, you will be asked to sign a document where the commitment to comply with the rules of the property is formalized and it is accepted to receive a charge of up to € 200 on the credit card provided, in the case of breaching any of the conditions or cause any damage to the property.

Therefore, the deposit would be used in very specific cases. If the apartment is delivered in poor cleaning conditions and therefore it's dirty in exces. If the guest loses the keys and / or for this reason the lock must be changed for security reasons. Or in case any item in the apartment is damaged or broken.

During the check in you must sign the deposit document in which you say accept the rules of the apartment. These are:

- Inform of additional guests.

- Parties, events and any use of the property that is different from residential is prohibited.

- It is essential to request permission to bring pets to any of the apartments.

- It is forbidden to introduce materials and / or explosive, flammable and / or illegal substances.

- Respect the rest of the neighbors from 22:00 h.

- As a general rule and unless otherwise stated for the apartment, only smoking is allowed outside and in case of breach of this rule a penalty of € 150 must be paid.

- It is mandatory to comply with the rules established in the common areas of the properties where they exist.

- In case of repeated complaints from neighbors, a complaint and immediate expulsion of the property will proceed.

Yes. Regretting having to make decisions of this type, Hellotime reserves the right to terminate the rental contract without the right to any refund, if the behavior of the guests does not comply with the standards set.