• Currency
  • Language
Customer Service FAQ



How do I cancel a booking?

You can use the contact form to cancel your booking. In the case of a cancellation, clients will forfeit their booking fee irrespective of personal circumstances leading to the cancellation. If a client does not arrive on the agreed arrival date or if a cancellation is made on the same day, they will be charged 50% of the total cost of the stay. We recommend that clients arrange travel insurance to cover this cost in case of cancellation.

How do I modify the details of my booking?

You can use our contact form to make any required changes to your booking, e.g. number of people, dates of stay, type of accommodation booked, destination, etc. Subject to availability. OK Apartment applies standard tariffs and will arrange a new reservation without extra charge if any changes are made. OK Apartment maintains the right to cancel a reservation if there is no notification about changes before the date of arrival.

How do I get hold of the accommodation address?

From the booking confirmation e-mail, which contains information on the contact person and apartment as well as an interactive access map.

How do I book an apartment/villa?

Bookings are confirmed on the basis of a partial payment of the total cost of the stay, made either via bank transfer (NO immediate confirmation) or credit card (immediate confirmation).


Who hands over the keys?

The contact person for each apartment will agree a suitable time to meet you to hand over the keys. Contact details are provided in the booking confirmation email.

At what time can I arrive at the apartment, and leave it?

Check in hours are from 15:00 to 20:00. All apartments allow check in after 20:00. However, sometimes this may imply an additional charge. You must check out before 11:00am. For more information please visit the “check in and check out“ page of the apartment (or villa) you have chosen.

How do I get to the accommodation?

Each apartment description contains information on how to get there. Additionally, you will receive an interactive map with your booking confirmation e-mail.


How is my payment processed?

There are 2 steps: the booking payment and the lodging payment to be made once the keys are handed over. The remaining amount is paid in cash when the keys are handed over on arrival. The customer must also pay a deposit on arrival, which is returned on departure as long as the apartment has been left in a satisfactory condition.

Can I be sent an invoice?

Yes. You can print off an invoice for payments made to OK Apartment from the website or from the booking confirmation e-mail. The remaining payment for the stay is made directly to the proprietors who will issue a receipt to the customer, as they are often unable to dispatch an official invoice.

Is there any risk using a credit card on your website?

Customers pay directly through Banco Popular Español or PayPal. The payment system offered by these companies uses the latest technology in secure electronic data transactions. OK Apartment does not have access to credit card numbers.


Will there be other customers in the apartment I have booked?

There will never be any other customer staying in the apartment you have booked.

Are pets allowed?

It depends on the apartment. For more information, see the “Further information” section of the apartment you have selected.

Is it possible to accommodate young children and babies?

Yes, but not all apartments are equipped with children's beds and/or highchairs. For more information, please see the “equipment” section of the apartment you have selected.

How does cleaning work?

All apartments are completely cleaned for your arrival, and clean towels and bedding are provided. Any further cleaning during the stay is charged to the customer.

Connect with Facebook
Log in with Google
Forgot your password?
Enter your email below and we will send you a password reset link.

Opening hours: Monday to Friday from 08:00 to 18:00.

We speak English, Spanish, German, Russian, French, Dutch and Italian.

+34 678625980
+33 184883620
+1 6465689734
+34 902052856
+46 844680527
+44 2036950691
+31 208083149
+39 0694804041
+49 3030808496
+45 89884196
International number: +34 933255027
Collect entries and win great prizes!

Everyone can collect entries for the prize draw of our contests by participating in our guide & community. Below you see how you can collect entries.

There is no limit to the number of entries you may collect. The more you collect, the bigger the chance to win!

To make it fair for everyone we reset the number of entries back to zero after every draw.

What can you win?
Win a weekend for 2 in Barcelona

Win a weekend in Barcelona

Need help?

WhatsApp Chat

We use cookies to provide you with a better web experience. By browsing our site you accept the use of these cookies. Read more here. OK