AM Apartment Madrid / Frequently asked questions (FAQ)

Select your arrival and departure dates, as well as the number of guests that will be staying in the apartment. Then click on "Search". On the following page, you shall be shown a list of all available apartments. All apartments displayed on the page can be rented on your requested dates.

Our apartments are cleaned after each guest departs, ready for the next guest. If you wish to receive extra cleaning services during your stay for a small fee, you must arrange this with the owner of the apartment or contact AM Apartment Madrid. Guests are expected to leave the apartment in a reasonable state of cleanliness upon departure, with the exception of dirtiness caused by normal and acceptable use of the accommodation.

Once you have paid the prepayment amount to make your reservation of the apartment, we will email you the details of the apartment owner or representative.

Utility charges for monthly rentals are not included in the total cost of the rental. If you are staying in the apartment for more than 31 nights, then you will be required to pay the bills for electricity, water, gas and Internet on a monthly basis. AM Apartment Madrid does not accept any PayPal charges nor any other transfer charges for monthly payments or deposit refunds. In case of cancellation, no refund will be made on the agency fee or the first month’s rental amount. Cancellations must be made in writing. For more information, see our monthly rental conditions.

Each apartment has different rules regarding deposits. If an apartment requires a deposit this will be marked in the apartment details and on the reservation page. This amount is to be paid to the owner/representative at check-in.

The damage deposit will be returned by the owner/representative after assuring that the accommodation is in the same condition as when the client entered. For all rentals of 31 days/30 nights or less, the damage deposit will be returned between 4 and 7 days after departure. For all rentals of more than 31 days/30 nights, the damage deposit will be returned by bank transfer or PayPal up to 30 days after leaving the apartment, once the apartment has been inspected and any outstanding Internet and utility charges (gas, water, and electricity) and/or charges for damage to the apartment have been deducted.

Please note: WHEN THE RESERVATION IS UNDER 7 DAYS deposits for some apartments may be paid by pre-authorization on a credit or debit card. The amount is blocked on the card for 7 days, after which time it will be automatically unblocked, provided the apartment has been left in an acceptable condition. Please see your confirmation email to find out if you are required to pay by pre-authorization.

For reservations of up to 11 months, all of our apartments are fully equipped with a kitchen, shower, toilet, towels and bed linen. Extra equipment such as TV, stereo, Internet and cable TV vary depending on the apartment. This information can be found in the detailed apartment description available for every apartment.

Once you have entered your personal information and your payment details, we will verify the information provided and charge the prepayment amount to your credit or debit card. Once the prepayment has been charged, we will send you the complete reservation confirmation via email which includes details of the apartment owner/representative, as well as the exact location of the apartment.

Once you have received your reservation confirmation, you must contact the owner/representative at least three days prior to your arrival to arrange a check-in time. You will receive the keys to the apartment at check-in.

To cancel your reservation you must contact AM Apartment Madrid. We will notify the apartment owner of your cancellation.

In case of cancellation, no refund will be made on the pre-payment. Please see our Terms & Conditions for full details on reservation cancellations.

Some apartments allow pets. To see which ones, check the icons on the apartment description page.

If you break something in the apartment, don’t worry. Just contact the owner/representative of the apartment so that they can go about repairing or replacing the item. They will decide if any extra charge will be incurred for the damage.

Yes, of course! We value your feedback and our customer reviews help us to improve our services. Shortly after your departure, we will send you a survey form by email with a few questions on the apartment and your stay. For more information on leaving a review, please see our Terms and Conditions page.

You may pay your prepayment either in Euro, US Dollars or British Pound Sterling, however, when paying the remainder of the balance in cash, payments must be made in Euro.

Yes. AM Apartment Madrid operates a third-party payment system whereby your credit/debit card details are processed by an external banking server. We also have payment security with Thawte, specialists in payment protection.

Sometimes it can take up to 7 days for the balance of your damage deposit to become unblocked when the amount is taken by pre-authorization. If the money is not unblocked after 7 days, please contact your bank as there may be an internal problem.

All apartments are cleaned and checked before entering but we advise clients that if they do have any minor issues or find anything missing it should be reported to the apartment representative on arrival at the apartment.

Electricity supply is 220 volts throughout Spain with 2 pin wall sockets. If you would like to use an appliance that was not made to fit these specifications (i.e. if you are travelling from the UK or USA) then you must bring an adaptor.