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Customer Service Terms & Conditions

Terms & Conditions

Special conditions

Attention: Every property has its particular booking conditions shown in the details page. By accepting to these general conditions you also accept the conditions of the apartment that you book.

General conditions

Confirmation. Upon payment you will see a confirmation screen, you will then receive an SMS on your cell phone and a confirmation email with all the details. It is important to read it carefully. It is possible that the confirmation email you receive arrives in the spam folder. If you do not receive the email we recommend that you check all your email folders. We also recommend you to print the confirmation you'll see on screen.

Some landlords have specific payment conditions and reservations are subject to the fulfillment of such conditions.

Arrival and departure. About 4 days before arrival you must notify your contact person the approximate time of arrival at the accommodation. The departure must take place before the time indicated on the conditions of each apartment. The owner or contact person reserves the right to request the signing of a contract on arrival at the accommodation.

If upon arrival the client cannot find the contact person or the state of the accommodation does not seem correct, it is required to email us and call our emergency number before seeking an alternative accommodation without our aid. If this requirement is not met, then the customer forfeits the right to a refund for the booking payment. Neither are we responsible for the theft of objects placed inside the apartment.

Other conditions. The customer must respect the rules established for the housing, furniture, and equipment. It is not permitted to accommodate more people than indicated in the reservation. It is essential to respect the right to peace and quiet that the neighbours have, so levels of noise should be kept reasonable at all times. Parties are not permitted, nor are stag/hen dos in any accommodation. OK Apartment reserves the right to cancel a reservation in these cases or to ask the clients to leave the apartment, without the right to be refunded under any circumstances.

In order to receive the keys of the accommodation usually a deposit has to be paid as a guarantee to the owner. OK Apartment is not responsible for the loss of any deposit, or discussing a possible return of the deposit.

Monthly rental booking conditions

The reservation of a monthly rental uses the following process. The client fills out the reservation form, pays the 20% agency commission and receives an email that requests information and documentation. This information is sent to the owners for them to approve the rental or the option to pay month by month. If the owner does not accept the client's profile, the upfront payment is immediately refunded. If a client takes more than 48 hours to send this documentation then the reservation cannot be guaranteed and the client forfeits any right to a refund for the upfront payment if the owner has already rented the apartment to other tenants.

Cancellation conditions

COVID-19. The reservation fee will not be refunded in case of cancellation by the client due to the situation of the COVID-19 pandemic. A refund will only be applied in the event that the airspace is closed between Spain and the client's country of origin. We recommend that clients take out travel insurance.

The reservation fee will not be refunded in the case a client cancels a reservation or a pre-reservation. Some housing conditions, discussed in paragraph one, apply an additional penalty for cancellation. These must be communicated by email or through the account of OK Apartment.

If the accommodation is not available due to unforeseen circumstances OK Apartment will try to offer the client an alternative accommodation with similar characteristics. If the client doesn't accept the alternative accommodation or if there's no other accommodation available the reservation will be cancelled and the reservation fee will be refunded. If the client does not inform Ok Apartment Barcelona of the possible problem it may have within the limit of one month it loses the right to get refunded of the prepayment.

Booking changes

It is possible to change the reservation dates in the following cases:

  • Longer stay. If the property is available for the dates after paying the difference in the booking fee.
  • Shorter stay. Always possible if the client gives notification at least one month before the arrival date and without any refund of booking fee.

Changes in reservations are reported by email or through the OK Apartment customer account. For the first change in a reservation we will not charge administrative costs, but from the second change we apply an additional €20 administration fee.

Clients decide the area in which they wish to stay and it is not our responsibility if do not like it.

About the web

Price guarantee. We are committed to offering the best price and that's why we ask for the co-operation of our customers. If you find a lower rate we will refund double of the difference between the rates.

Currency. Prices and payments are made in euros. Prices shown in other currencies on our website are an estimate and according to the changes provided daily by the European Central Bank.

Limitation of age and use. The right to use this website is reserved for people over the age of 18 years, be they individuals or representatives of institutions or companies. Any distribution, modification, transformation, removal, public display, and/or other activity is strictly prohibited, if not expressly authorised by Home Online Spain S.L.

Changes in the information. We continually improve the content of the website, which contains information that depends on third parties and/or institutions. For this reason we are not responsible for the accuracy of such information.a

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+34 678625980
+33 184883620
+1 6465689734
+34 902052856
+46 844680527
+44 2036950691
+31 208083149
+39 0694804041
+49 3030808496
+45 89884196
International number: +34 933255027
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