STEP 1 - DEMAND. You send
us a reservation form, complete with details of number of persons,
your arrival and departure dates, and any additional information
you may need. Please state whether you want us to make a pre-booking
or need only information.
STEP 2 - AVAILABILITY &
PRE-BOOKING. We check availability, then answer you either with
information about availability, or, in case you asked for a
pre-booking, we notify you a pre- reservation has been made
in your name.
In case the apartments required are not available, we'll inform
you, or make an alternative proposal in terms of a pre- reservation
in another apartment of similar characteristics, always subject
to your approval.
In the same e-mail, Madrid On Line will give you all the
information relative to the apartment:
Name/identification and address of the apartment
Owner's (or his representative) contact data
Details of the reservation:
Entry and departure dates
Booking conditions (pre- payment)
The date until which we will hold the apartment for you without
Procedures to confirm the reservation
STEP 3 - ADVANCE PAYMENT. In case you are interested in confirming
the pre-reservation, you will be asked to make a pre- payment,
as a guarantee of your reservation. This amount is calculated
as a fraction of the total cost of your stay. This amount is
to be deduced from the total cost, and is only refundable under
the terms of our cancellation policy (see conditions).
on the apartment reserved, this amount has to be paid through
a bank transfer or sending a credit card number.
transfer: The money is sent directly to the owner's bank
account or to Madrid On Line, depending on the situation. You
must make the transfer, then notify Madrid On Line, faxing us
a copy of the bank's transfer document at (+ 34) 93 317 11 55.
Card: We'll send you a word document where you'll authorise
the owner of the apartment or Madrid on Line to charge your
credit card. This document will contain all information regarding
the reservation, your name and passport, the credit card number
(ONLY VISA or MASTERCARD), the expiration date of the card and
your signature. You must fax it to us, dully filled and signed
at (+ 34) 93 317 11 55.
Without being notified of the pre- reservation and pre- payment,
we can only hold the pre-reservation for a limited length of
time, generally 10 days from the date of our e-mail proposing
you a pre- reservation. After this delay, Madrid On Line
may cancel your pre- reservation. We'll then send you a cancellation
E-mail. In case your arrival date is very close (less than 15
days), the delay offered may be much shorter than 10 days.
STEP 4 - CONFIRMATION.
Once we receive notification of your transfer, or the credit
card authorisation, we will send you an e-mail confirming your
reservation and stating the amount still to be paid, as well
as other instructions, such as who to contact upon arrival.
STEP 5 - ARRIVAL. Upon
your arrival, according to your instructions, please contact
Madrid On Line or the owner. To avoid unnecessary waiting
and in case of delay, once you arrive to the airport or train
station, we'll ask you to phone the owner's mobile phone. You
will be asked to meet the owner at the apartment. Unless it
has been agreed to charge the cost of your stay to your credit
card, you will be asked to pay cash and in the local currency
the total amount, including fees and deposit, minus the pre-paid
quantity, so please have the money prepared!!!
Should you arrive out of working hours, we'll need to be informed
at least one week before your arrival of your exact arrival
time, in order to inform the owner and organise your reception.
STEP 6- DURING YOUR STAY.
Should you find anything missing or in bad conditions in the
inventory of the apartment, please contact us immediately. Should
you accidentally alter anything
in the inventory or break anything, or should anything malfunction,
please contact us as soon as possible so we can settle things
satisfactorily. Should you need anything else we can help you
with, please contact us. Please try to contact during working
hours and use mobile phones numbers only in case of emergency!
STEP 7- LEAVING. As a general
rule, you must leave the apartment before 10am on your departure
day. If no other guest is expected on this same day, and upon
previous communication to the owner, we'll try to be flexible
regarding the hour you leave the apartment (max. 8pm). The owner
or his representative will come to check the apartment, get
the keys and give you back the full deposit
if no damages are done.