Questions? We’re happy to help


And I have a request for temporary accommodation (in an apartment) for my client or team, how do I submit my request?
Good question! If you already have access to our platform, i.e. you have a username and password, you can submit your request directly from the "Requests" section. Once submitted, it will be automatically converted into a request.
I need an apartment proposal urgently; what is the average time it takes you to send us a proposal?
We always want to be your first choice when you book your accommodation and to achieve this we’ve optimized our processes to substantially reduce the time we need to find the proposals that best suit your needs. This enables us to send you a proposal in less than 24 hours for Spanish destinations and 48 hours for international or more remote destinations.
I have a request for immediate accommodation, do you handle urgent requests?
Absolutely. Yes! In fact, this is one of our main superpowers. Our experience and technology enable us to handle requests with immediate starts and prioritize them by date of arrival.
Do you have an online catalog for exploring available apartments in real time?
We’re working on it, but for the moment we do not have an online catalog of apartments. This means that all requests are submitted under one submission. Your expert temporary housing agent will ensure that your request fits with the customized proposal that we send you. Don't worry, trust us, we’ll find the perfect option for accommodating your client or colleague, taking into account their destination, their preferences, the people accompanying them and the type of apartment they need.
My client is relocating to Barcelona and is bringing his two cats; do your proposals include pets?
Pets are welcome at many of our apartments. This is a very important piece of information, so please always indicate in your application how many pets are coming and what kind of animal companion is coming along, whether a dog, cat or parrot. We’ll take charge of finding the ideal accommodation for your client or employee and their adorable pet.
They’re asking me for an apartment with a parking space; do you offer apartments or buildings with parking?
This is a very common request, so we have taken the taken the trouble of finding many apartments that have parking space in the same building or that have a public car park nearby. Again, very important, do not forget to indicate in your application that your colleague needs parking, so we can send you the best proposals that include this service.
I have a 6-month reservation; do I have to pay the full reservation fee in advance?
For your convenience we have decided not to do this. At the time of confirming your reservation we’ll ask you to pay the first monthly payment; however, for reservations of less than 30 nights, payment is in full. Once the client is installed in the apartment, we will request the prepayment of each monthly payment on the 25th of each month.
If the apartment is located in the UK, is it necessary to pay in the local currency?
Payment is always in the home currency of your agency or company, regardless of the destination where the apartment is located. For example, if your client travels to the USA but you are an agency or company belonging to the euro zone, the invoice is issued and charged in euros (€).
What happens if my client tests positive for COVID-19 and cannot travel to their destination?
Given the current situation, we’re all aware of the risks posed by COVID-19. At Apartool we have adapted all our accommodation proposals to make your client or colleague feel comfortable and safe. In addition, we have made our payment and cancellation policies more flexible.
What if he or she tests positive for Covid-19 at the destination?
In all reservations we recommend considering the risk associated with COVID-19 as well as the measures and restrictions taken by the governments of the various countries. At Apartool we do not accept any responsibility for lack of knowledge in this regard on the part of the client or colleague.
I need to modify/cancel my client's/colleague's reservation; how far in advance can I do it?
You can cancel your reservation up to 30 days prior to arrival and 100% of the amount paid will be refunded. In the event of modifying your reservation, you may do so, at no additional cost, up to 30 days in advance if the modification involves more than 7 days; if less, 15 days in advance is sufficient. If the client or employee wishes to extend the stay, please let us know as far in advance as possible.
My client or colleague faces entry restrictions due to COVID-19 measures once he/she arrives at his/her destination; can I cancel my reservation without charge?
We know that unforeseen circumstances exist, especially in this new normal. At Apartool we always try to make cancellation policies flexible; however, we recommend considering the risk associated with COVID-19 with all reservations, as well as the measures and restrictions taken by the governments of the various countries. At Apartool we do not accept any responsibility for lack of knowledge in this regard on the part of the client.
I have a project to relocate more than 10 workers in France; do you have entire buildings to accommodate them?
At Apartool we love special tasks and we really enjoy handling big projects. We know that relocating many colleagues on a temporary basis can entail plenty of headaches. Let us tell you about a recent experience: we were contacted by a leading multinational company that needed to host 71 people in a city on the Spanish coast for a period of 1-6 months.

Our solution was to have apartment buildings located in close proximity to the workplace, or at least that had good transport links, fully equipped with space for teleworking and high-speed Wi-Fi. Thanks to our management platform, we were able to provide the service and meet the desired quality and speed requirements.
I have to report an issue, how can I contact my designated agent?
We would like this never to happen and we strive tirelessly to prevent any issue arising; we do this through the certification protocol in all the apartments available on our platform. However, we’re not infallible and we know that issues can arise. In the event of such an occurrence, you should contact us through the chat included on our platform or by email: Your assigned ninja will then handle the issue and do everything possible to resolve it as quickly as possible, conducting a detailed follow-up.
My client or colleague needs to receive a package prior to arrival, do the apartments have a physical reception and concierge for pick-up at check-in?
Many of the buildings that house our apartments have a physical reception and concierge. When this is the case, the guest has 24/7 on-site service; however, the property will be responsible for indicating if the immediate receipt of your package is possible, as well as the steps to follow in the event that the guest is not in his/her apartment.
My client or colleague needs to work remotely; do the apartments have a dedicated space for this and do they have high-speed WiFi?
This is essential! Today, where we live is also a center of operations and therefore having a comfortable space to work, as well as an excellent internet connection, is vital. For this reason, all of our apartments have high-speed WiFi and many of them have a dedicated space set up to be productive and efficient.
What services are included in the quotes?
Very good question! All our apartments include a weekly cleaning and bedding change, as well as 24/7 on-site assistance, utilities (water, electricity) and high-speed WiFi.
Can you provide me with the exact address of the apartment?
We like discretion, which is why we do not provide the exact address of the apartment until the moment of confirmation. However, don't worry, you're not going in blind, you’ll be able to see a very approximate location and the general area in the online quote. You’ll receive the full address in the confirmation voucher.
Do all apartments have the same facilities?
We try to make it happen. As we mentioned above, our supply team strives to ensure that our quality protocol is followed to the letter. This is the only way to guarantee that there will always be the essential features that your client or colleague needs for their residence, such as: fully-equipped kitchen, washing machine, high speed WiFi, among others. However, it’s possible that not all apartments have the same extra equipment. For example, some have a gym in the building, others have pay-TV; however, what we can assure you is that your client or colleague will not be short of anything.
Does Apartool have a telephone number for emergencies?
We are open from Monday to Friday from 09:00 to 18:00. At the moment we do not have a 24-hour phone number. However, the guest will always have 24/7 on-site assistance, and the property will provide an emergency telephone number for any type of situation.
Does Apartool only have apartments in Spain?
Not at all! We have trusted accommodation providers virtually all over the world. To see for yourself, we invite you to visit the map showing our partner suppliers on our website. And don't worry: in the event that there are no providers in the area you seek, contact us. We love special assignments and we have ample experience finding apartments all over the world.
Does Apartool have its own apartments?
For the time being, no. Apartool does not own any apartments. However, you never know!
Does Apartool handle all types of bookings?
Yes, but two conditions must be met: 1) it must be a corporate residence, i.e. for a person relocating for work; 2) it must be a medium-long stay residence. This means that we do not cater to vacation requests even if we have suppliers in the area. Our business model comprises working with corporate travel agencies and companies, so we do not cater to private requests either.
What happens if there are breakages when the guest leaves? What if the client disagrees?
The former, the latter or both scenarios together may occur. In the event that there are breakages, the first thing we do is to check the nature and amount of the damage with the accommodation. Once the damage has been checked, we will have to issue an invoice for the value of such damage in the name of the agency or the company, in accordance with the agreement. If there is a disagreement on the part of the client, we proceed to make a photographic report of the damage for negotiation, although fortunately we’ve never found ourselves in this situation.
Is billing done through Apartool or directly with the property?
Another important question! In order to offer you greater control of the invoicing, it is always done through Apartool. We make sure that everything is correct and thus avoid errors and any unnecessary waste of time.
Do invoices include VAT and local taxes?
Customer satisfaction is achieved by giving equal importance to all aspects of a reservation. Our invoices follow a streamlined and simple model, which always includes a breakdown of all taxes, making them easy to understand and review.
My client cannot pay a deposit as a matter of company policy; is it necessary to pay a deposit with each reservation?
Our philosophy is to be easy and transparent. To this end, for most of our apartments we do not ask for a deposit, barring specific cases (pets) and we always notify this in the proposal.


I would like to offer my apartments on your platform, how can I do this?
It's very simple! If you have access to our partners portal, all you have to do is submit your properties and share all the features of the spaces. Once approved, you’ll be able to seamlessly manage all your property inventory and effortlessly manage bookings from the portal itself. If you still do not have access to the partners portal, all you have to do is contact our suppliers department at the following e-mail address:; they will be happy to give you all the information you need.
I am a private owner, can my apartment be part of Apartool?
Of course it is possible! To do so, you must be able to pay 10% VAT and include the services that we guarantee to our customers. If you need more information about the VAT situation applicable to your establishment, please do not hesitate to contact us.
I am a tourist apartment manager, can I be part of Apartool's supplier network?
You can and should be. Because corporate housing is the best way to use your properties, as it guarantees reliable income in the medium and long term and ensures less wear and tear and maintenance. To work with us, we only ask you to adapt to the type of client we host and their specific needs.
I cannot offer weekly cleaning with linen replacement; can I be part of your supplier network?
Yes, of course! There is the possibility of outsourcing the cleaning and  linen replacement; however, it will depend on the location of the property.
The apartments do not have a physical reception, is this a prerequisite to register my apartments on the platform?
No. However, what is essential for us is to have a 24-hour contact telephone number for any need that may arise.
Is it essential to have a remote working space inside the apartment?
or the time being, this is not a prerequisite. However, since this is a temporary corporate residence, we try to ensure that users always have space to work, even if they like to send emails from the sofa.
What are Apartool's payment policies?
At the time of confirmation, the apartment will invoice the amount of the first monthly payment, and Apartool will pay the amount by bank transfer, credit card or virtual credit card. Notifying the payment to the apartment management at the due time.

Subsequently, when bookings have a duration of more than one month, payments will be made regularly on the second Thursday following receipt of the invoice. If this Thursday is a public holiday, payment will be made on the following Thursday.
My cancellation and payment policies are more restrictive than those that you offer; can I still offer my apartments?
We always try to reach a middle ground with our suppliers. This means adapting our cancellation and payment policies to the way certain suppliers work, but without neglecting the needs of our type of customers and users. As 100% productive companies and organizations, their requests for extension or reduction of their stay depend on their projects and professional activities, a circumstance that obliges us to offer them more flexible policies.
The apartments I manage cannot be taxed at 10% VAT, is this a disadvantage?
For Apartool, it is an important requirement; however, we analyze each particular case to try to propose solutions and agreements.
I want to be able to host corporate travelers, how can I receive accommodation requests?
It will be critical to see if your properties include the services and features that Apartool's customers need. Conditions such as:
- Minimum of one (1) weekly cleaning service with linen replacement*
- High-speed WiFi
- Utilities (water, electricity and gas)
- VAT included 10%*
In case of breakages, is Apartool responsible for them?
At Apartool we give a guarantee card to our suppliers, so that, in case of justified damages caused by the guest, the corresponding costs can be charged through a detailed invoice and a photographic and/or visual report of the damages produced in the flat at check-out. In case of not notifying in time (immediately after the check-out) of the damages produced, it will not be possible to claim them later.
At our properties we work with a monthly consumption limit; is this a problematic model for working with your type of client?
We like surprises, but not this kind. In the event that there is a consumption limit, it must be clearly stated in the quotation so that the customer can always take it into consideration.
We don't have high speed WiFi in our properties, is this a fundamental requirement for your type of customer?
At the moment it is not essential to have fiber optics in the properties; however, we do require having optimal connectivity to be able to ensure remote working in the apartments, since it is very likely that the guest will have to put in some hours of online work.