F.A.Q.

1. What type of amenities can I find in an apartment in Madrid ? Are linen and towels included?

All our apartments for rent in Madrid are completely furnished and have a fully-equipped kitchen. You will also be provided with additional facilities, depending on the accommodation that you have selected.
o Air-conditioning
o High-speed Internet access
o Telephone
o Computer
o HiFi stereo
o DVD player
o Washing Machine
o Dishwasher

You will also find all the linens and towels necessary for your stay. All of this is included in the total cost of your reservation.

2. Are utility expenses (water, electricity, gas) included?


All expenses for electric, water and gas utilities are included in the total rental price, however we encourage you to be mindful of your use due to environmental concerns.

3. What do I have to do to find the perfect apartment in Madrid?

To find the apartment for rent that corresponds to your needs and expectations, you should first use our "Madrid Apartments search engine" located at the upper left corner of each page of our website. The results of your search will be organized in the following manner: first the apartments that are available on your selected dates, then the apartments that have a flexible availability. Then, see which apartment or apartments is the most suitable for your needs and desires in terms of space, equipment location and price. Then, send us your reservation request for the apartment you have selected. We will be pleased to assist you with all the necessary information for each apartment to make sure that your selection is the best one for you.

4. What does flexibility mean in the search engine?

In order to best respond to your real needs, we have integrated an unedited function in our apartment search engine. If you haven't yet decided on your exact arrival date, you can consult our available apartments more or less three days before and after your likely date of arrival.

5. How can I confirm my reservation?

After selecting the apartment or apartments of your choice, complete and send us the reservation request form. Our staff will examine your request and send you an e-mail where you will find a link to access our secured online payment platform. Once your payment has been made, we will send your final booking confirmation by e-mail. You must print it and present it at your arrival at the apartment.

6. What are the conditions and terms of payment for?

The rental deposit is completed by Paypal, bank transfer, and soon by credit card through our secured online payment platform. We will accept Visa, Mastercard and American Express. After clicking on the link provided in our e-mail that will give you all the payment information, you will be able to make a secured online payment.

At the time of your arrival, you must be able to submit the rest of the rent as well as the deposit to your contact person.

7. Who will meet me upon my arrival? Do I have to go directly to the apartment?

Upon your arrival, you will meet a member of our staff or the owner at the apartment. This will be your contact person during your stay in Madrid. We will, of course assist you with any information that you might need during your stay in Madrid.

8. How do I get the keys for the apartment that I have reserved?

Your contact person, who is one of our staff members, or the owner of the apartment, will give you the keys to the apartment when you check-in, including all the contact information that you need for your reservation confirmation.

9. What is the deposit? How do I have to pay it?

The deposit is a guarantee for the owner in the event of theft or damage to the apartment during your stay. The amount of this deposit varies according to the apartment, which is why we give you this information in each apartment file. At check-in time, you must be able to submit the deposit to your contact person who will immediately return it to you when you check-out as long as there is no question of theft or noticeable damage.

10.How can I cancel my reservation? What is the cancellation policy?

Our cancellation policy has been designed to give you a maximum flexibility while guaranteeing the satisfaction of our owners. If you notify us about your wish to cancel your reservation more than 30 days prior to the date of your arrival, we will reimburse 100% of your deposit. Otherwise, we will have to retain this amount.
Moreover, once you receive the final booking confirmation, you will be subject to the owner's cancellation policy for the amount of the remaining balance.

10.How can I cancel my reservation? What is the cancellation policy?

Our cancellation policy has been designed to give you a maximum flexibility while guaranteeing the satisfaction of our owners. If you notify us about your wish to cancel your reservation more than 30 days prior to the date of your arrival, we will reimburse 100% of your deposit (50€ fee, see below). Otherwise, we will have to retain this amount.
Moreover, once you receive the final booking confirmation, you will be subject to the owner's cancellation policy for the amount of the remaining balance.

IMPORTANT: A 50€ fee is kept by Escalea Apartments for every cancellation coming of the clients. If the cancellation comes from us, we will reimburse 100% of the down payment.


11. How does the check-in/check-out (time schedules, Sundays and holidays) take place?

In order to be continuously able to offer you an apartment that is immediately available (household items, linen, etc.), we have included the following check-in/check-out time slots:

o Check-in between 5 P.M. and 8 P.M.
o Check-out between 9 A.M. and Noon

If you arrive in Madrid early and wish to check-in before 5 P.M., immediately notify your contact person whose contact information is included on your reservation confirmation. Please do the same if you wish to leave the apartment after noon on the day of your departure. However, we want to inform you that due to the significant number of rentals throughout the year, it will not always be possible to arrange these time flexibilities.

Also, for check-ins after 8 P.M., an additional amount of 50€ will be requested by your contact person upon your arrival.

Also, if you arrive on a holiday or Sunday, an additional amount of 50€ will be added to the total sum of your rent.

12. Can I visit the apartment before reserving it?

Visiting the apartment before check-in is possible only if you wish to stay longer than three months. Otherwise, the professional photos that are available for each apartment on our website are real representations of the apartment.

13. What is the minimum amount of time for renting your apartments?

For all of our apartments, the minimum stay is two nights. However, depending on the apartment in question and the time of the year, such as New Year's Eve parties, or cultural or sporting types of events, the minimum rental period may be longer and may vary from three to seven days.

However, we can reserve tickets for these actual events. Don't hesitate to contact us as soon as possible if you are interested. We do want to inform you, however, that due to the number of participants and types of events, we cannot guarantee any particular rate.

14. Is it possible to extend my stay?

If you wish to extend your stay, please notify us as soon as possible. This is only possible if the apartment is available. Otherwise, we will try to find another apartment corresponding to your expectations. Extending your stay can be done by sending a new reservation request through our website, indicating the desired length of the extension. In any case, the applicable rates will be those posted on the following website: www.escalea-madrid.com

15. Do I need an electric adapter for my stay in Madrid?

You will only need an electric adapter if your own equipment doesn't conform to the European Union standards (excluding the standards used in the United Kingdom). In this case, you will need an adapter for the "Type E" spanish outlets.

16. Should I have any type of insurance regarding my apartment reservation?

Your stay will not require any particular insurance coverage since the owner's property insurance, which covers the apartment, is sufficient.

17. How can I contact you?

Our staff in Madrid and Geneva is available by telephone, Monday through Saturday, from 9 A.M. to 8 P.M., or at any time by e-mail. The contact information is included below.

Telephone: +41 (0) 22 346 44 79
E-mail : info@escalea.com

You can also contact us immediately by using the page contact on our website.