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Terms and conditions


Remember that once you reserve through our website you are already accepting the Terms & Conditions hereby mentioned, and you are accordingly expected to respect the rules. You will also have to sign them at the moment of the ‘check-in’ upon your arrival.


All the rates are for complete apartments.

All the apartment rates include the VAT at the current application fee.

It’s required for, at least, one person to be over 18 years old per booking.

When you make a reservation through Madrid SmartRentals.com, the rates that you can find in the search result are those of application. In the case of any unexpected change or problem with your booking we will automatically get in contact with you for your approval/instructions, before changing it.

After making your reservation online, you will receive an email confirmation, that will also include the payment conditions, the cancellation policy, apartment address, our phone numbers and the necessary information to do the check-in.


The payment of the full amount of the reservation will be made upon arrival unless it’s a non-refundable reservation, which will be charged at the moment of the reservation.

The payments can be made by cash, or by credit/debit card (Visa or Mastercard). You can use your credit card during the reservation process and as a deposit guarantee if you prefer to not leave the security deposit by cash.

We hold the right to pre-authorise your credit card before your arrival.

Bank wire transfers and American Express cards are not accepted.

Security deposit

When you arrive, you might be asked to leave a security deposit as a guarantee of you leaving the apartment in a good condition when you leave. Any damage made by the guest or companions will be deducted from the deposit, the guest will also be hold responsible for any damage that exceeds the deposit’s amount.

Method of payment for the security deposit

By cash:In this case, the deposit will be handed back at the same moment of the check-out, after a verification of damages or theft in the apartment.

With a credit card: During the check-in, a credit card number must be provided and the hotel will pre authorise the amount of the deposit.

The amount of said deposit varies between 150€ and 300€, depending on the type of apartment you have booked.


The cancellation policy may vary depending on the type of reservation you have chosen.

Every cancellation or changes have to be made by writing via email. Changes or cancellations made through the phone are not valid.

The promotional bookings have different cancellation policies.

General cacellation policy

The general cancellation policy for Madrid SmartRentals Atocha, Madrid SmartRentals Chueca, and Madrid SmartRentals Gran Vía are:

– You can modify or cancel your booking up to 31 days before the check-in date without being charged by Madrid SmartRentals. If you cancel of modify outside of this deadline we will charge you the total price of the first night of your booking. If you cancel 48 hours prior to your arrival, the hotel will charge you the total amount of your stay. Booking modifications are subject to availability of apartments.

In the rest of apartments, the general cancellation policy is as follows:

You can modify or cancel your reservation up to 15 days before your arrival without being charged by Madrid SmartRentals. If you cancel or modify outside or this deadline, we will charge you the full amount of your stay.

High season cancellation policy

In high season, if you cancel or modify your reservation 30 days before or less, the hotel will charge you the full amount of your stay. This policy applies for stays that take have at least one night in the following periods: 13-16 April, 23rd of June to 2nd of July, and 22nd of December to 7th of January.

Promotional rates are not refundable in case of cancellation and they do not accept modifications.

“No-show” –If you do not show up in the hotel in the expected date of arrival, without previous cancellation on the appropriate time, the company holds the right of charging the pertinent fee corresponding to the cancellation policy of your booking.

Check-out before the end of the booking

If a client decides to leave the apartment before the expected check-out date, he/she WILL NOT BE REFUNDED the amount of the remaining nights.


Arrival: The apartment will be available from 3pm. If by any case you arrive before that time, please contact Madrid SmartRentals and we will try to receive you ahead of time if possible.

Take into account that, for check-ins between 00AM-2AM there will be an extra cost of 25€ that will have to be paid with the total amount of the accommodation, to the person that will receive you. From 2AM you will not be able to check-in your apartment, unless a previous agreement with Madrid SmartRentals has been made.

Departure: The check-out time is at 11am. If you wish to leave after this time, please ask for availability upon arrival or before the date of checking-out. Under request, and always if there’s availability, you will be able to stay in your apartment having previously paid the correspondent fee depending on the check-out time.

Identification and number of guests

You have to inform Madrid SmartRentals of the number of guests at the time of the reservations as this will determine the type of apartment and rate.

The number of guests in each apartment can never exceed the maximum allowed in each apartment (consult this in the information file of the chosen apartment), excepting the children under 3 years old. Baby cots are available under request.

Pets are not allowed.

Smoking is not allowed in any type of tourist apartment. If we detect that the client has smoked at the check-out we will charge 90€ as a penalty fee.

If you commit any infraction of the obligations before mentioned, Madrid SmartRentals, under its own criteria, will have the right to ask the client to leave the apartment, and said client will not have the right to claim any type of compensation.


The cleaning of the apartment takes place before the arrival of the guest. For bookings of over 6 days, an extra cleaning service will be provided.

At the end of the stay, the client is obliged to leave the apartment in a reasonable way: leave the kitchen without food traces and the utensils clean. If not an extra cost of 30€ will be charged

There’s an extra cleaning service available under request for the price of 20€ during the week and 30€ on weekends.


Loud music and parties are totally forbidden.

When you make the reservation of your apartment you have to know that, in the event of making any kind of scandal or if the music is too loud and your neighbours complain or call the police, it may lead to an immediate evacuation of apartment, no matter the time of day or night.

The times of rest are between 10pm and 9am. We appreciate your comprehension and collaboration in this matter and we hope you understand that these rules are necessary for a respectful coexistence.

We expect a civic and correct behaviour from your part and all the people accompanying you. If any of the guests are not behaving in a responsible and adequate way, Madrid SmartRentals reserves the right to ask the client and their companions to leave the apartment, without any right of future reclamations or any type of compensation. This will mean the immediate loss of the remaining rent and the security deposit.


Madrid SmartRentals is not responsible for any direct or indirect damage that can happen as a consequence of the misuse of the apartment that the client may do, including, without a limit of damages, losses as a result of fire, theft or criminal conduct. In case of the infraction of any of the obligations before mentioned, Madrid SmartRentals, under its own criteria, will have the right of asking the client to leave the apartment.