Frequently Asked Questions

	I. BOOKING ONLINE How do I know which apartments are available? How do I make a reservation? Is there a minimum stay? How much time in advance should I make a reservation? How can I cancel my reservation? When will my reservation be confirmed? Is it possible to change the date of arrival and departure? Is my reservation guaranteed? Is the website live, with all availabilities in real time? II. PAYMENT What is the payment procedure? What payment methods are accepted? Do I have to pay a deposit to confirm my booking? How will I be informed of the bank details to which I have to make the bank transfer? III SECURITY DEPOSIT Do I have to pay a security deposit? What is the security deposit for? When and how do I have to pay the security deposit? IV. PRICE What is included in the price? Are there any special offers for children? Is cleaning included in the price? Is there a discount if I stay for seven nights? V. ARRIVALS What is the check in procedure? How and when do I receive the keys? What are Accommodation-Valencia’s opening hours? Do I need to inform Accommodation Valencia of my arrival time? What happens if my arrival is not during the office hours? If I arrive early, where can I store my luggage? Can I come on Sundays? When will I find out the full address of the apartment? How far is the airport from Valencia City? How do I get to accommodation Valencia’s office? What happens if I arrive outside the opening hours? What happens if I arrive on a Saturday or Sunday? What happens if I arrive on a Sunday and outside the office hours? VI. DURING MY STAY What do I have to take with me to the apartment? What do I do in case of an emergency? Where can I park my car? Can I bring my pet? What can I do if I lose my keys? We have a one month old baby. Do you provide baby cots? VII. DEPARTURES What is the check out procedure? If I check out during the middle of my stay? Will I be refunded any rent? To whom do I have to give back/present the keys? Do I have to clean the apartment before I leave? What happens if I were to check out early? What happens if I were to check out on a Saturday or a Sunday?     I BOOKING ONLINE How do I know which accommodations are available? On the home page of our website you will find a search engine where you can search for properties for less than one month. To receive a list of available apartments all you need to do is add your check in dates, check out dates and the number of people that you need accommodation for. If you are wanting accommodation for longer than one month, please contact us directly by email with all details (contact, length of your stay...) to the following email: info@accommodation-valencia.com   How do I make a reservation? Fill in the form on our web site «property search» to directly book apartments depending on availabilities, amenities and/or number of guests. You can also contact us directly by email if you are wanting to make a booking for longer than one month: info@accommodation-valencia.com   Is there a minimum stay? A minimum of three night booking is required for any reservation.   How much time in advance should I make a reservation? If the apartment is available, within 48 hours.   How can I cancel my reservation? In the event of a cancellation, Accommodation-Valencia is to be notified by fax or email as soon as possible and prior to the date of arrival. The cancellation charges will be calculated as follows: - A 50 Euros administration fees will be charged if cancellation occurs 90 days prior to your intended arrival. - Cancellation within 61and 90 days of your reservation date is subject to a cancellation fee of 30% of the pre-payment. - Cancellation within 31 and 60 days of reservation date is subject to a cancellation fee of 60% of the pre-payment. - Cancellation within 30 days of reservation date is subject to a cancellation fee of 100% of the pre-payment. The refund will be calculated on the basis of the rental price. Nevertheless some additional services will not be refunded.   When will my reservation be confirmed? The reservation will be confirmed by e-mail by Accommodation-Valencia after the deposit has been paid. You should receive confirmation within 24hours if paying by credit card. If you are paying the deposit via bank transfer, we will send confirmation within 24hours of receiving your proof of payment which can be sent to us via email or fax.   Is it possible to change the dates of my arrival and/or departure? You need to contact Accommodation - Valencia as soon as possible, via fax or email, regarding any changes to the reservation dates. If apartments are available for the revised dates, then we will make the corresponding changes at no extra cost. In cases where no apartments are available for the new dates and the client wishes to cancel the reservation, Accommodation-Valencia’s cancellation policy will apply.     Is my reservation guaranteed? We have the exclusivity of the apartments so your reservation is guaranteed. Is the website live, with all availabilities in real time? Yes, our calendar is updated automatically, as soon as a booking is made.   II PAYMENT What is the payment procedure? All reservations must be confirmed with a deposit equal to 30% of the total charge for the entire stay upon reservation. This payment must be made by credit card or by bank transfer within 24 hours after your booking. All remaining charges (70%) are payable at time of check-in, ONLY CASH is accepted for the remaining amount.   Which payment methods are accepted? Bank transfer or credit cards are accepted for the deposit (30%). The remaining 70% is to be paid by cash at check in at Accommodation-Valencia’s office.   Do I have to pay a deposit to confirm my booking? All reservations must be confirmed with a deposit equal to 30% of the total charge for the entire stay upon reservation. This payment must be made by bank transfer within 24 hours after your booking, or by credit card online. If you make this payment via bank transfer you will need to send payment confirmation from your bank to Accommodation-Valencia via Fax or email, within 24 hours.   How will I be informed of the bank details to which I have to make the bank transfer? When you have finalized your reservation in our system, you will automatically receive an email with all the details you need in order to make the bank transfer.     III SECURITY DEPOSIT Do I have to pay a security deposit? A security deposit of 300 € to 700€ (depending on apartments) is required. This deposit will be given back, within 8 working days after your departure, via bank transfer (you will be charged the corresponding fees of transfer).   What is the security deposit for? This deposit is against possible damages or losses caused to the property. Clients should be aware that they will be liable to pay for any damages or breakages that occurred whilst staying at the apartment. In this case that charge will be deducted from the security deposit and the difference refunded to you.   How and when do I arrange the security deposit? Accommodation-Valencia will provide the keys to the apartment only on receipt of the security deposit. Accommodation-Valencia will return the deposit once the apartment checked after departure. The deposit will be refunded within 8 working days after departure (unless given bank details are false or incomplete). The client will bear the bank fees.     IV PRICE What is included in the price? Each quotation includes electricity, water, heating, air-conditioning (if provided). Therefore, for bookings up to two months, meters will be read, for accounting purposes. The final cleaning charge, linen and towels are not included in the rental price.   What is not included in the price? The final cleaning charge, linen and towels are not included in the rental price. When you make your booking online, you are able to request towels, linen, and a final cleaning and the charges will be added to you total amount. You are also able to pay for these in cash on check in.   Prices are as follows: 1 x double sheet: 7.50€ 1 x single sheet: 5.50€ 1 x bath towel: 4.50€ Final cleaning: 38€   Please note, if the apartment is not left as it was when you checked in, and you have not requested a final cleaning, a fee of 70€ will be charged to your deposit   Are there any special offers for children? Children under two can stay free of charge.   Is there a discount if I stay for seven nights? Yes, our organization provides discounts for all reservations that are longer than three days.   V ARRIVALS What is the check in process? Check in time is from 5pm (17h00) until 8pm (20h00) on the day of arrival, in our office.   How and when will I receive the keys? On the day of arrival, you will need to go to Accommodation-Valencia’s office where you can complete payment and receive the keys. Our address at Accommodation- Valencia is Calle Hospital 1. We are door 4C on the second floor.   What are the office opening hours? Monday to Friday from 10.00am to 2.00pm and from 4.00pm to 8.00pm.   Do I need to inform Accommodation-Valencia of my arrival time? Yes, you will need to contact Accommodation-Valencia via email at least four days prior to arrival, in order to inform them of your arrival time. If you are late, please contact Accommodation-Valencia as soon as possible.   What happens if my arrival is not during the office hours? In the event of late arrival, you will be charged a supplementary fee depending on the time: 30 € after 8pm to 10pm (20h00 to 22h00) 50 € after 10pm to 12pm (22h00 to 00h00) 30€ for Sunday arrivals You are requested to contact Accommodation-Valencia one hour before check-in.   If I arrive early, where am I able to store my luggage? There are luggage storage lockers at the main train station. Accommodation-Valencia, however, is unable to store any luggage.   Can I arrive on Sunday? Yes, however you will be charged a supplementary fee of 30€.   When will I find out the address of my apartment? At the booking stage you will be informed of the apartment’s area and the name of the street that it is on. We will give you the full address upon check in.   How far is the airport from Valencia City? Distance between the Airport and the city centre is approximately 8,5 Km. You can take a taxi (time: 25 minutes) for around 18 € or an Aerobus (time: 30 minutes) with several stops in the city for around 2,5 € If you take this bus you will need to get off at the stop which is called ¨Bailen¨.   How do I get to the Accommodation Valencia office? Our office is situated in the heart of the city, approximately 150m from the Plaza del Ayuntamiento and approximately 200m from the main bus station (RENFE).The exact address is Calle Hospital, 1, 2 nd floor, door 4c. Our street is parallel to the famous street called ¨Barón del Carcer.¨   What happens if I arrive outside the opening hours? If you are planning to arrive outside our office hours you will need to send us an email as soon as possible so that we can arrange a time for one of our agents to meet you for check in. Early arrivals will depend on the availability of the apartment.   What happens if I arrive on a Saturday or Sunday? If your arrival date is on a Saturday or a Sunday you will need to organize with accommodation Valencia a check in time. There will be extra charges for all arrivals on Saturday’s and on Sunday’s.   What happens if I arrive on a Sunday and outside the office hours? In this case, you will need to pay the extra charge of 30€ for arrivals on Sunday and also the charge of 30€ for arrivals outside the office hours.   VI DURING MY STAY What do I have to take with me to the apartment? All apartments are completely furnished. The apartments are equipped with the basic kitchen utensils and crockery and silverware for the designated number of persons. All beds have blankets; however, linen and towels are not included but are available upon request at an extra charge. It is strictly forbidden to sleep on the beds without linen.   What do I do in case of an emergency? You will need to call our agent. Please note that emergencies are only issues that immediately need to be resolved. For all other issues, please call or email during office hours.   Where can I park my car? If the apartment does not provide a garage, you may park in a public car park.   Can I bring my pet? If you are wanting to bring a pet, you will need to contact Accommodation-Valencia at the time of reservation via email explaining your situation.   What can I do if I lose my keys? Accommodation-Valencia will require additional charges (96€ + cost of replacement). We will need to replace the locks for security reasons.   We have a one month old baby. Do you provide baby cots? Yes, we can arrange a baby cot for any of the apartments. There will be an extra charge of 25 € which includes linen. We will need to know in advance in order to arrange for a baby cot to be ready in the required apartment.       VII DEPARTURES What is the check out procedure? Check out is at the Accommodation-Valencia office at 12.00am .   If I check out during the middle of my stay, will I be refunded any rent If you leave the apartment earlier than the intended date, we are not able to reimburse you, nor provide you with any compensation.   To whom do I have to give back/present the keys? On the day of the check out you will need to bring back the keys to the Accommodation-Valencia office by 12.00am as one of our agents will be waiting for you.   Do I have to clean the apartment before I leave? The apartment needs to be cleaned and tidied on departure. You are able to request a final cleaning, or you will be asked to leave the apartment in the same condition as you found it. If you have not requested a final cleaning, and the apartment is not left as it were on arrival, we are entitled to charge a 70€ cleaning fee to your deposit.   What happens if I were to check out early? For all early check outs you will be asked to leave the keys inside the apartment. This will need to be arranged with Accommodation-Valencia in advance. What happens if I were to check out on a Saturday or a Sunday? For check outs on Saturday’s or Sunday’s you will be asked to leave the keys inside the apartment.