What is included in the rental fee?
The rental fee you see on our internet site includes:
Gas, heating, water and electricity expenses up to a normal usage.
All other taxes and expenses are included in cleaning and admin fee.
All the following is included:
Check in and Check out, in day hours
Linens, towels and kitchen appliances.
Cleaning after you leave including laundry. Not including kitchen utensils and materials. You will however be expected to leave the apartment in decent cleaning conditions and throw out garbage

What isn't included in the rental fee?
Cleaning during the stay and linen change.
Extra people in the apartment above the number you booked for.
Carriage service, cloak rooms, or exceptional services.

What is the prices indicated on the home page?
The owners have the possibility to put on our website different prices, depending on the season and on the demand. Therefore our system chooses the lowest price on the current season for two persons. In order to have the final price for the dates you are interested in you will need to select the dates, number of people and make a normal search.

Do children pay and from what age?
Children older than two years pay as adults.

Can I rent on a nightly basis?
Sure! Most owners will accept bookings for a minimum of 3 nights, a few may even accept 2 nights bookings. Whatever shows up on your search results is tentatively available. You can contact us for special requests. Longer periods have special discounts.

What is your cancellation policy?
Please go to "terms & conditions" page where you can find a detailed explanation

What if something is not working or missing or broken in the apartment?
If something does not work, please show the keyholder and/or contact the numbers you've been provided with asap. Please understand that we rent privately owned properties and we cannot be aware of problems until clients inform us.

HOW TO BOOK

How do I know an apartment is available?
Log into www.pillowapartments.com and use the search engine for your selected dates. You will get a list of tentatively available apartments. Click on 'Book' and fill out the submission form. If the apartment you have chosen is an 'Instant Booker' you'll be enabled to pay online and complete the booking on the spot. If the apartment is 'On Request', upon reception of your submission the website will automatically request formal confirmation of availability to the apartment's owner. He/she has to provide formal confirmation within 8 hrs.

What is your booking procedure?
Bookings are preferably made through www.pillowapartments.com, however we will accept also bookings by phone: (+34) 93 221 3627. 'Instant Booker' apartments can be booked online attending the automated step by step procedure. 'On Request' apartments can be booked only as soon as the apartment's owner formally confirms availability. You will receive an email with a booking form and instructions on how to proceed. Unless you book online the booking form has to be filled out and returned by fax to (+34) 93 221 3627 or scanned and emailed to info@pillowapartments.com. Within one week from the reception of your booking form, a deposit of 20% must be paid. The booking is considered completed and secured upon reception of the deposit which can be paid online by credit card or offline by bank wire. The rest of the amount (80%) must be paid at the arrival at the apartment. No traveller's check. Please make sure to have the exact full amount with you in cash, the agent that will let you in is not expected have change. The agent is not allowed to give you the keys before payment.

Is an on line credit card booking safe?
Yes, it is perfectly safe; we use SSL the most secure procedure on the net:  with our online payment service you run no risks. If you in any case prefer not to use your card on the web you can simply get the request from by writing at info@pillowapartments.com and send it together with the details of your credit card by fax at (+34) 93 221 3627. If you prefer you can simply phone them to us. If you have no credit card or do not want to use it, you can always book by sending the deposit by bank draft.

When is a booking secured?
A booking is considered secured upon receipt of the down-payment (20% of total rental price).

How do I check into my apartment?
You can ask transfer to our office or find your own way to the apartment. If you choose to use the transfer service a driver will collect you right after baggage claim and take you to the apartment where the key holder will let you in.
If you prefer to find your own way you will be expected to call the contact person specified on your reservation sheet (usual mobile +34 666 498 222) before you leave the airport and have already collected your baggage to set an appointment at the apartment. If your flight is delayed you may call before taking the plain to inform us. Once the plain lands, if you're coming to the apartment by bus from the airport, only call after you know the departure time. If you're coming by taxi, please call when you are ready to leave.

Which are your check in and check out times?
Normal check in time is 3PM, normal check out time is 11AM. For further information go to "terms and conditions" page. We ask that you contact us immediately if there are any travel complications at our mobile (+34) 6666 498 222. No refund will be made if the guest is unable to occupy the apartment the correct day or time.

PAYMENT PROCEDURE

How much is the booking deposit and how do I pay it?
When you have completed your search and know that your chosen accommodation is available, you will be asked to secure your booking with a deposit. The deposit is 20% of the total rent. This down payment reserves your apartment and removes it from our website search results for your chosen time frame. Your payment is taken away from the total amount, it is not charged as an extra.You can pay the deposit by Credit Card online or by providing us the cc number to be charged manually or Bank Wire. Costs of money transfers, if any, will be on sender's charge. The rest of the amount (80%) must be paid in CASH Euro when you receive the apartment's keys. No other payment method is accepted for the balance. You may want to take into consideration a travel insurance, here are two links that may come in handy for that: http://www.insureandgo.com/default.asp?RefID=1558 (British website) or http://www.insuremytrip.com (US travel insurance comparison site).

What is a Security Deposit and how do I pay it?
At the check in you will be required to pay a security deposit which is 300 euros. This deposit is meant to guarantee that you will take responsibility for any damages. For the security deposit, VISA or Mastercard credit cards are required. We actually don't charge this amount. It's a pre-authoritation, that means the money is still in your account, but blocked.