Frequently asked questions

Because it’s the direct price, with no platform fees. And if you find the same place, for the same dates and with the same rate, cheaper on another site, we’ll match it and take off another 5% (up to €100 per booking).

The non-refundable rate is the cheapest, but it can’t be changed or refunded. With the refundable rate: free cancellation until 23:59 (Madrid time) 2 days before arrival. After that, 50% of the booking is charged; on the day of arrival or in case of no-show, 100% of the booking is charged..

By card when you book. If you’re booking for a company, you can also pay by bank transfer.

Yes. If you need one in a company’s name, send us the details when you book or afterwards.

With the refundable rate, yes, subject to availability: if the new stay costs more, you pay the difference, and if it costs less, we refund the difference. Non-refundable bookings can’t be changed.

It’s how we welcome you: before you arrive we send you a code and you walk straight in, with no front desk, no waiting and no key handover. And if you need anything, there’s a team on the phone 24/7.

Complete the online guest registration, which is required by Spanish law. Once it’s done, we’ll send you your arrival instructions and entry code.

Check-in is from 15:00 until midnight. If you’ll be arriving later, let us know and we’ll sort it out. Check-out is by 11:00, except at Calma Rooms and Arturo Soria Stays, where it’s 12:00. You’ll also see it in your booking.

Yes, in buildings with Smart Lockers: free luggage lockers you book before you arrive. You can use them from 11:00 on arrival day until 22:00 on departure day. They’re available at Ópera Stays, Calma Rooms, The Madrid Studios, Cuatro Caminos Apartments and Vista Alegre Stays. For other places, just ask us.

Only if the place is free that day. Ask us the day before and we’ll confirm.

Bed linen, towels, toiletries and wifi. Apartments and studios also have a fitted kitchen. Rooms at Ópera Stays, Calma Rooms and Square Rooms have a private bathroom; at Urban Rooms Madrid Ventas bathrooms are shared. You’ll find each place’s extras (microwave, coffee maker, mini fridge…) and building services (laundry, coworking, pool…) on its page.

Call us on +34 910 420 200: we’re available 24 hours a day, every day.

Covered parking is free at Aurora Stays, and on check-out day you can leave your car there longer at no cost. At Arturo Soria Stays you can request a space (€10 per night). Some individual apartments also have parking: you’ll see it on their page.

We don’t take a cash deposit. We ask for a card as a guarantee, with no charge or hold, which would only be used for damage or an outstanding charge.

Many of our places do, as an extra. You can add one when you book.

No. Smoking inside and parties aren’t allowed, out of respect for the neighbours.

We don’t accept pets for now, except assistance dogs.

Yes. We can offer several places, in the same building where possible. Write to us with your dates and number of guests.

Yes: invoices in your company’s name, one contact for the whole booking, payment by bank transfer and special conditions for companies. See our companies page.

For longer stays in Madrid, our sister brand Only Charming, which specialises in longer stays, will look after you: onlycharming.com