Frequently Asked Questions
Here you’ll find answers to common questions our clients have when preparing for their stay in Barcelona.
How do I book?
On the top menu, click on “Search”, then choose the dates and the number of guests. You will see the list of apartments that are available for the selected dates. Once you have chosen the apartment, click on “Book Now”. Please remember that there is a minimum stay of 3 nights.
After you fill in your personal details, and click ‘Confirm booking’ you will be taken to a secure page where you will be requested to pay 30% of the total amount as a prepayment. It is mandatory to pay this 30% in advance in order to book the apartment.
The rest of the payment (70% plus city tax) is due at check-in. You will have the choice of paying by credit card or in cash (in which case we would kindly ask you to prepare the exact amount).
How do I modify or cancel my reservation?
In order to modify or cancel your reservation, please contact us at: info@illacat.com. If you need to cancel your reservation, our cancellation policy is as follows:
Standard Policy: If cancelled within 15 days before your check in date, Apartments Barcelona City will proceed to fully refund your prepayment. If cancelled or modified later, 30% deposit payment will not be refunded.
Non-refundable Rate: This rate has a non-refundable policy. If cancelled, only the tourist tax will be refunded.
*If you have booked one of our apartments through another website (booking.com, airbnb.com etc.), you need to contact their customer service.
Is the price per person or per apartment?
The prices are per apartment and the apartments are prepared for their maximum capacity. For example, if an apartment is for 4 people maximum, the price is the same if 1 person or 4 people are staying. We do however prefer to know the number of adults and children that will be staying in the apartment in order to prepare the invoice accordingly (the city tax is only paid by adults). It is not allowed to exceed the maximum capacity of the apartment.
Is there a minimum stay?
There is generally a minimum stay of 3 nights. If you require a shorter stay, you can contact us at info@illacat.com and check with us if it’s possible to make an exception for your dates.
What’s included?
The total cost of your reservation includes the cost of cleaning the apartment after your departure. When you arrive you will find a clean apartment prepared with fresh bed linen and towels. You don’t have to clean the apartment before you leave, you only need to wash the dishes and take the rubbish out.
Can I request a cot and a high-chair?
Each apartment can be equipped with a high chair and a folding cot, at no extra charge. If you plan to come with babies, please let us know in advance, so we can leave the high chairs and cots in your apartment.
What can I expect to find in the apartment?
The apartments are fully equipped with household appliances and kitchen utensils. We also provide bed covers, bed linen and towels (one bath towel and one hand towel for each guest, replaced for stays of 5 nights and longer, approximately halfway through the stay).
You will find some products for the start of your stay: 1-2 rolls of toilet paper, hand soap, washing-up liquid. Please bear in mind that you will be responsible for any extra provisions and we do not provide any food or drink. We would recommend you to bring your favourite shower gel and shampoo.
Each apartment can be equipped with a high chair and a folding cot, at no extra charge. If you need a baby cot and/or high-chair and plastic bath tub, please let us know in advance, so we can leave them in your apartment.
How do I contact the agency?
Please note that you can always contact us at: info@illacat.com
Our phone number is: +34 673 892 929 (12-20h)
Can the agency give me an invoice?
Yes, all our clients receive an invoice for their stay at the check-in. If you need the invoice to be in your company name, we will need you to send us your company’s details to prepare it (corporate name, address and VAT number). You can only receive the invoice once the full payment has been made. Therefore, if you book a non-refundable rate, you can ask us to send you the invoice right away, but if you book a standard rate, we can only issue the invoice at the check-in.
What should I do if there is a problem or an emergency during my stay?
If during the course of your stay there is any problem or something does not work, please contact us: info@illacat.com – Tel: +34 673 89 29 29 (12h- 20h). At the check-in, you will be given another phone number, which is meant to be used for emergencies only and it is on 24h/7days. You will find the emergency phone number on the information leaflet in the apartment.
Can I drink tap water in Barcelona?
Tap water can be drunk throughout Barcelona. However, it doesn’t really taste well, so mostly people in Barcelona buy bottled water in supermarkets.
Are bed linen and towels included?
Yes, bed linen and towels are included. We will leave 2 towels per person for the stays of 4 nights and fewer, and we will leave twice as many for 5 nights and longer. If your stay is longer than 7 nights, you will find extra bed linen and more towels on your arrival as well.
When will I receive the arrival instructions?
As soon as you confirm your reservation, we will send you an email with instructions on the exact location of your apartment (address, map, etc.), which phone number you should call to confirm your arrival time, etc. It is important that you carry this email with you until you arrive at the apartment.
What is the exact address of the apartment?
You can see the exact apartment building location and address on our website before you book, and we will also confirm it to you in the email with your booking confirmation and arrival instructions. The exact apartment number will be confirmed at the check-in. We have various types of apartments and they have different prices – therefore you will always get the apartment type you booked.
Is there internet in the apartment?
All our apartments have free Wi-Fi. You will find the Wifi password in the information leaflets in the apartment.
What is the check-out time?
Check-out time: please remember that you will have to check out before 12h (noon).
If you have a late flight, you can leave your luggage at one of these left-luggage facilites: Locker at Plaza Cataluña (best if you take the bus – AeroBus – to the airport) or Locker at Plaza España (best if you take the metro L9 to the airport). Please note there is no business relation between apartmentsbarcelona.city and these facilities.
What should I do with the rubbish?
Before leaving, you must take out the rubbish and drop it into one of the containers on the street. There are containers a few steps away from the building entrance.