FAQ

Equipment of the apartments

• How are the apartments equipped?

  All Hospedanos properties are equipped with the basics for a short-term rental. Properties will provide you with basic linen and towels depending on the number of guests and the number of beds of the unit. The Kitchen, if available at the unit, will also be equipped with the basic utensils for your stay.

Cancellation Policy

• What are my cancellation options?

  We have different cancellation policies.

  Strict: If you cancel up to 30 days before the date of entry, you will not be charged and you will get a full refund automatically. After the 30-day notice period, you will be charged 30% of the value of your stay. If you cancel up to a week before your stay, then the cost for canceling or no-showing will be 100% of your reservation.

  Flexible: If you cancel up to 14 days before the date of entry, you will not be charged and you will get a full refund automatically. After the 14-day notice period, you will be charged 50% of the value of your stay. If you cancel up to a week before your stay, then the cost for canceling or no-showing will be 100% of your reservation.

  You can find yours in the Cancelation Policy section of your reservation.

  *For reservations of 1 month or longer, the cancelation policy is always strict.

  *The return of payments within the cancellation deadlines may be less due to administrative expenses.

• When will my refund arrive?

  Most refunds arrive automatically within 10 days, but for some payment methods and regions, it might take longer. We send your refund on the day your reservation is canceled. Once we send it, the refund is on its way, and your payment provider (for example, your bank or credit card issuer) will have the most up-to-date info about when funds will arrive.

Payment Methods

• What payment methods do Hospedanos accept?

  We accept most major credit cards and prepaid credit cards as well as many debit cards that can be processed as credit. Also, bank transfers are accepted for payment. We'll show you which payment methods are available to you on the checkout page, before you submit a reservation request.

  Payments are not accepted in the apartments or cash.

  If the payment is made by transfer, Hospedanos will ask the guest for a credit or debit card with sufficient funds to execute the guarantee if necessary.

• When am I charged for a reservation?

  You will be charged according to your cancelation policy. Example: If you have a Flexible reservation policy you will be charged 50% 2 weeks before check-in and 50% 1 week before check-in.

  *The value of the reservation is in U.S. dollars. The exchange rate accepted by the establishment is taken as of the day of the date.

Changing a Reservation

• Can I extend or shorten my stay?

  Guests shortening their stay can do so up to 70% of their original reservation until 7 days before check-in. After that, they can shorten it to no more than 30% of their original reservation, and has to be done 48hrs before check-out.

  Extensions are available until the check-out date (subject to availability).

• Can I change the dates of my stay for the future?

  Guests are allowed to change the dates of their stay with no penalty until 7 days before the check-in date (subject to availability). After that, guests will be charged a penalty of 50% of the cost of the reservation.

During your Stay

• When are the check-in and check-out schedules?

  Guests can access the property from 16.00 hours on the check-in day and must depart the property by 10.00 hours on the check-out day. Departures and arrivals outside of these hours can be arranged beforehand and an extra fee may apply, depending on the circumstances. Our cleaning service is always on a tight schedule, so please be thoughtful and respect the check-out time, not doing so will be penalized extra fees for delaying the cleaning schedule.

Cleaning Service

• Does the stay include cleaning?

  The apartment has a rigorous cleaning protocol before the guest's stay to ensure the safety of our community. There is no cleaning service during the stay. If the guest wants extra cleaning service during his stay, it can be carried out with extra charge and has to be scheduled.

House Rules

• Are pets allowed in the unit? Is there a cleaning fee?

  We love pets! However, not all units are available for pets. Each apartment will clarify if it is pet friendly or not. The guest must inform us of his intention of coming with a pet.

• Is smoking allowed?

  No, smoking is not allowed in any of our properties.