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Frequently Asked Questions


What is the cancellation policy?

The reservation is considered confirmed once the client has received the reservation form by mail. The payment made initially (agency commission) is non-refundable. The rest of payments are made the day of arrival or a few days before (depends on each owner) and are only refundable if the apartments contain the acronym BHM or BHB, in which case a full refund is only possible if there are at least 14 days left for the arrival date and the cancellation occurs within 48 hours from the time of booking. 50% will be refunded when cancellation takes place at least 7 days prior to arrival. Cancellations made during the 7 days prior to arrival are non-refundable.

Do I have to pay a tourist tax?

The total cost does not include the current tourist tax per person per night. The price will differ depending on the accommodation and the place of your stay, fluctuating between 0,90€ +10% VAT and 2,25€ +10% VAT (Barcelona). This only applies on daily rentals and for the first seven days.

If the owner decides to cancel the reservation and I have already made a payment for a property in advance, will I get my money back?

Please bear in mind that the payment conditions are individually established by each owner. The owners are solely responsible for the payment procedures from the moment you receive the confirmation e-mail.

You can reclaim the refundable deposit within 5 working days after your booking cancellation. Please note that if no claim is received within 5 working days, the deposit will remain fully non refundable.

I am traveling with my child. Does the apartment have a crib or a high chair?

If you have selected an apartment and want to know if there is a crib or a high chair for your child, look under the “Amenities” tab on the apartment’s booking page. If the property you have chosen is equipped with a crib or high chair, please remember to check the “cradle” or “chair” boxes upon booking, in order to make sure that the landlord leaves it there for your stay. You will find this option in the list of services at the last step of the booking procedure.

When is the booking confirmed?

The booking will be confirmed up to 48 hours after the booking payment is received and when the landlord of the accommodation has sent a confirmation e-mail.

Is the cleaning fee included in the total price? Does the total price include expenses or taxes?

The cleaning fees are included in the total price. If not, it would be indicated in the particular conditions of each apartment.

The total price includes taxes. Possible additional expenses would be indicated in the particular conditions of each apartment. With monthly stays, expenses like VAT will normally be charged according to the landlord.

When you book your apartment all the expenses will be specified in the reservation.

Are the accommodations adapted for handicap use?

Not all of our apartments are suitable for wheelchairs. However, some of them have been adapted or designed for wheelchair access. Call our customer service team and we will be pleased to let you know if the apartment you have chosen is adapted for guests in wheelchairs.

If you could be so kind as to tell us what type of apartment you are looking for, along with the dates and the size of your group, we would be very happy to help you to find the best option for your stay.

I have to leave the accommodation before the date agreed upon. Can I have some of my money back?

In most cases this will be very difficult. Please call our customer service to explain the situation. We will try to negotiate with the landlord of the apartment and see what we can do, given your circumstances.

Can I pay the outstanding amount before my arrival?

Please contact our customer service to request permission to pay the outstanding balance.

We will do our best to satisfy your demand.

Can I make changes to my reservation?

For any changes, please contact our customer service and we will help you make the necessary changes.

If you need to modify your reservation in terms of days or group size there may be a change in the total price of your reservation (this is not always the case, though). If you request to add extra nights or additional people, you will be asked to pay an additional amount at the time of the modification or when you arrive.
Whenever you modify your reservation, you will receive a new confirmation email so that you may check that everything is as you have requested.

For more information, see the policy for changes in the Terms and Conditions.

I have not received the booking confirmation. What do I have to do?

Our system sends the booking confirmation within a few seconds after the payment has been confirmed. Therefore, if you have not received your confirmation email, check your spam folder to see if it has ended up there.

If you cannot find the booking confirmation in your spam mail, please call our customer service number and we will help you resolve the issue.

Our flight arrives early. Can we enter the apartment before the check in time?

This depends on the situation. Usually you may not enter the apartment before the announced check in time, which is between 11am and 5pm, as there might be another group leaving the apartment the same day and we need to prepare the apartment for your stay.

The best thing to do is to contact your landlord a few days before traveling and request the apartment’s availability. He or she will let you know if you can enter in the apartment at the time requested. If this is not possible, they may have alternative options available (e.g.: leaving your bags in the apartment, or using the public lockers to store them until check in time).

How do I know the accommodation address?

The address of the accommodation you have booked will be indicated in the confirmation of your booking.
If you haven’t booked yet, you can see the location of the apartment on the map displayed under the “General” tab when viewing the apartment details.
If for some reason you will need to know the exact address of the property before booking, please contact us. We will be happy to provide you with the information you need.

How do I get the keys of the apartment I have booked?

The exchange of the keys will be explained in the booking confirmation.

How do I contact an owner or manager of an apartment?

If you have any questions about a property before booking, you can contact us. After you’ve done the booking, you’ll get the contact information of the owner or manager. Remember to demand the rental contract upon arrival in which you and the owner will be the parties to this rental. From the date of your arrival at the apartment, you will be solely responsible for the conditions agreed between the owner and you.

What can I do if the property is not as described?

If the property is significantly different from the one showed in our website, you should first contact the owner or manager and inform them about your issue. Usually the situation can be immediately solved if the owner or manager is aware of the issue. After your visit you can also write a review for other future tenants. That way, owners also get the chance to respond. You can also contact us, and we forward the information to the owner or manager so that they can contact you with a solution.

Do I need to pay a deposit and when do I get it back?

Some of the apartments don’t require a deposit. If the deposit is required, you’ll pay it on arrival. The deposit will be refunded at the end of the stay. The traveler will pay the owner the deposit and the owner is responsible for the return of the deposit.

How can I pay?

In our website you can pay the administrative costs with Visa, Mastercard, Maestro and Paypal. You can see in the apartment listing how you’ll pay the pending amount.

Can I visit a property before I book?

Usually this is not possible because the previous residents might still live in the apartment. If you want to visit the apartment in advance, you can contact us to check if it is possible to arrange a visit.

Where can I find information about things to do in Barcelona?

You can check out our Barcelona Home Guide for tips and must sees here.

What if I want to extend the stay?

If you want to extend your stay, you can contact our customer service by phone or email for more information. We’ll then check if the apartment is available on the desired dates. If the apartment isn’t available, we can help you with finding another one.


How do I get to Barcelona from the airport?

You can book a transfer service to make your arrival safe and comfortable. Use this link for booking.

Can the owner of my accommodation or Barcelona-home cancel the reservation?

All of our bookings are confirmed and the reservations carried out through standard procedures. Rarely, however, some exceptional situations may occur [for example, in the case of damage to an apartment done by a former client or a failure in the utilities (water, electricity, gas)]. In these types of scenarios the cost of the booking will be completely refunded to the customer and Barcelona-Home will offer alternative accommodation choices depending on availability. However, we cannot guarantee to match the initial price or the location of the original booking.

Who can collect the keys to the apartment?

Only the person who makes the booking of the apartment can collect keys on arrival. This means that if you’re traveling with a bigger group, make sure that the booker arrives when you want to get access to the apartment. 

What is the role of the landlord during my stay?

From the moment you receive the confirmation email from the landlord, he or she (or in some cases the company contracted to do this) is the contact person responsible for receiving you as a tenant. The owner is responsible for the check-out process and the return of your deposit. Finally, the owner is responsible for responding to any questions or needs you may have during your stay. Note that Barcelona-Home does not own any of the apartments offered for rent.

Are animals allowed in the accommodation?

In the description of each property in the “Restrictions” and “Terms and conditions of the landlord” sections, you will find information on whether the pet is allowed or not. In cases where pets are allowed you will also find information about possible extra fees.

How do I get the invoice of the payment?

If you need an invoice of your booking, please contact the owner. Barcelona-Home can only give you an invoice of what has been paid for the reservation.

Who should I contact in case of an emergency during my stay?

In case you have any problems or questions regarding the apartment you should contact the landlord, the person or company responsible for the renting. You will also be provided with an emergency number that is available 24/7.

If you have any further questions, please write or call us.

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