Help and Frequently Asked Questions
We know that you may have many doubts and need help, that's why we have included this section so that you can solve them all.
Accommodation
Is there WIFI in the accommodation?
Yes, all our accommodations have free high-speed Wi-Fi network for guests throughout their stay.
Does the accommodation include a parking service?
Yes, most of our accommodations have parking facilities at no extra cost so that you can leave your vehicle in a safe place. Others are located in a quiet area where you will usually have no problem parking your car.
Do I have to add children or babies to the booking?
Yes, it is necessary to include all persons attending the booking. By person we mean any person who is going to come, regardless of whether they are a baby, child or adult. Our accommodation does not vary in price depending on the number of guests, but the price is per dwelling.
Do I need to give notice if I am going to be late for the booking?
If for any reason you cannot arrive at the agreed time, do not worry, contact us and we will find a solution to facilitate your entry to the accommodation.
What documents do I need to present to the accommodation upon arrival?
A few days before your arrival, you will receive an email with a link to check-in, where you will have to fill in the details of all the guests and attach a photo of each guest's ID card. This data collection is requested to be submitted to the local authorities, as required by the regulations concerning tourist and holiday accommodation.
If the details are not completed via the link provided, they will be requested upon arrival.
If the details are not completed via the link provided, they will be requested upon arrival.
Can I pay for a reservation directly at the accommodation upon arrival?
For bookings made through our website, 50% of the total amount is paid by credit/debit card. The remaining 50% will be charged on arrival.
What time do I have to check-out?
As a general rule, check-out time for all our accommodation is 12:00.
Payment
What do I do if I don't receive the purchase confirmation email?
Please contact our Customer Service Department on +34 687 794 752 or email info@alojame.es to confirm your booking details.
What forms of payment do we accept at Alojame?
We accept the most common and secure online payment methods such as credit or debit card and Paypal. In addition, depending on the booking you are confirming, we will offer you more payment methods such as bank transfer or bank deposit.
Is it safe to pay by credit card through Alojame?
Yes, absolutely. Our website is SSL certified, a global security standard that allows the transfer of encrypted data between a browser and a web server. In addition, all transactions are carried out in secure environments such as Paypal or Stripe where all data is treated securely and confidentially.
Can I pay for a reservation directly at the accommodation upon arrival?
For bookings through our website, the available payment methods are "Credit/Debit Card" or Paypal. At the time of booking, 50% of the total amount of the reservation will be paid, and the remaining amount can be paid on the day of arrival.
If I cancel my booking, when will I receive a refund?
You must first contact us to request the cancellation. Once authorised by Alojame, the corresponding refund will be issued using the same payment method with which the booking was made. Depending on the chosen payment method and your bank, the refund may take 2-5 days to appear in your bank account.
What happens if I do not receive my refund?
If your cancellation has been authorised and your refund issued but you have not received the amount in your bank account, please contact us.
Covid-19
Are the accommodations disinfected?
All our accommodation is thoroughly cleaned before and after each stay. Bathroom linen, bed linen, kitchenware and cleaning utensils are disinfected with approved viricidal products after each stay.
What are the cancellation conditions in relation to Covid-19?
You may have to cancel because of COVID-19 related circumstances. This will depend on a number of factors, such as destination, date of booking, departure date, arrival date, country of origin or reason for travel. If your travel is affected by restrictions, please contact us at info@alojame.es.