Frequently asked questions

Hereunder we offer you a list of the frequently asked questions we receive. We hope you find them useful. In any case, if you need more information, please do not hesitate to contact us. We will be pleased to inform you.

Are there sheets and towels available in the apartment?

Yes, the beds will be dressed with a set of towels for each guest, (small and large), everything will be ready when you arrive.


Where do I pick up the keys to the apartment?

We will meet you at the apartment and hand over the keys to you personally. Exceptionally, you will be able to make the entrance via telephone. Remember, it is very important to call the contact person 1 hour before your arrival so that you are attended properly.


What time can you get to the apartment and when should you leave it?

Due to the need to clean and prepare the apartments, the check-in time is from 12:00h to 16:00h. If you are arriving later, please contact us beforehand. The check-out takes place before 10:00 am. The deposit will be automatically refunded once the apartment has been checked as being in perfect condition.

If departure is before 9 am, keys to the apartment should be left on the dining room table. In addition, you must take the trash, collect the sheets and towels and leave them in a bathroom. Finally, you should contact us in advance to arrange for the return of the deposit.


How do I pay for the booking?

You will have to pay 25% of the rental cost when you make your reservation, either by credit card, Paypal or bank transfer.

Payment through our website is 100% secure. We use https (safe protocol) on our website, with its corresponding security certificate to ensure security and privacy at all times.

Upon arrival and delivery of the keys, you will be expected to pay the remaining amount of the reservation in cash. In addition, at that time you will need to pay a deposit (100 euros) which will be returned to you when you leave the apartment, and once it has been verified that the apartment has not suffered any damage.


Is deposit required?

Yes. When the keys to the apartment are handed over, a deposit of 100 euros will need to be paid in cash, which will be returned when the keys are returned on departure, subject to confirmation that the apartment has not suffered any damage (furniture, household goods, accessories, decoration…).


Do children have to pay?

Children under 4 years of age do not count when calculating the price. If you need a crib for children under 4 years of age, let us know in advance and we will provide one for you when you arrive at the apartment, always on request and subject to availability.


Can I bring pets?

You will need to contact us in advance to have the authorization, this will depend on the size of the pet and the availability of rental apartments that we have prepared for pets. Without our prior authorization it is strictly forbidden.


How can I cancel a booking?

All cancellations must be made by e-mail. Our return policy can be found in our terms of service.


How can I contact Apartamentos Ciutadella?

We offer different methods of contact in the contact section of our website. We also indicate on this page the opening hours of customer service.


Before requesting any of the services offered by Apartamentos Ciutadella, we recommend you to read carefully the terms and conditions of the service

For any other question, please contact us.