FAQ general questions - MadridEasy

FAQ general questions – MadridEasy

FAQ general questions


You are all set! Enjoy your stay. And we’ll see you every month and/or at the end of your stay. However, if you and questions, doubts, or you feel unsafe, contact us and we will do everything in our power to resolve the matter.
Please contact our Customer Support team and we will help you figure out the best solution. 
In most cases pets are not allowed, for example when sharing a property. But if you are renting an entire property on your own, we would inform the owner and ask if it is possible to have a pet in the property. The decision rests upon him or her, we just ask that you inform us prior to your arrival. 
When you click the “Book it” button, you are immediately taken to a checkout page. From there you have the ability to double check the details of your request (measure twice, cut once!), then select your payment type, There is a 24 hour confirmation time, but usually the confirmation is instantaneous.
Browse through our housing options either on: Find a Room, Find an Apartment, Host Family or Low cost Option. Leave a comment or fill out an application and our MadridEasy team will contact you via email. You can also contact us directly via email, Skype and phone, one of our staff will be happy to talk to you and answer any questions. Once you have decided on an option we will send you the reservation process and contract.   Contact Us  to answer any questions or doubts you may have.  Do your research by reading reviews and checking out past tenants response rates.  Read the entire listing description and house rules.  Review cancellation policies carefully before booking.
If, as a Tenant, you decide to cancel your requested booking you would have a period of minimum 30 days prior to your arrival to cancel your requested booking if you wish to receive total reimbursement of the deposit payment made*. Cancellations made at least 15 days prior of a tenants arrival will result in only 50% reimbursement. And cancellations done less that 15 days prior of a tenants arrival will result in no reimbursement. *Fees are never reimbursed
We totally understand that sometimes you may get a tad trigger happy and jump the gun on making your plans. Not to worry, as long as cancel 30 days before your arrival date, you are free to change or cancel the request without penalty. From your e-mail, go to the Traveling icon > Upcoming Trips > Cancel Request, then either choose the link “Request a change” or “Cancel Reservation.”
After your reservation is accepted, you must inform us as soon as possible your flight information. Once we have received this information someone from the MadridEasy team will be waiting for you at the location, to hand you the keys and check you in to the property. 
Once you have booked an accommodation with us you will receive an e-mail confirming the reservation of the property you have selected. Please keep this with you until you arrive and settle in, this is a good way to resolve any problems that may arise. 
Contact us if your dates have to change.
To ensure the safety and security of our users, we require all messaging to be handled through the site. This enables us to maintain your privacy, provide you with customer service, and adhere to the Terms of Use.  You can message a past tenant, MAD friend or us by clicking the "Contact Us" button All reservation details can be worked out in the message thread, We strongly encourage you to communication with us to answer any additional questions you may have.
Select the “Calendar” tab to check a listing for its availability. In order to confirm availability, just click on the availability calendar option and see the dates that place has available. 
We try to present you with the most relevant options based on available listings in your desired destination, the surrounding areas and nearby schools. But please keep in mind that our options are scattered all over Madrid and our most popular options in highly desired areas will get booked quicker. 
MadridEasy only accepts payments made in Euros (€). 
If you were previously a client of MadridEasy’s and you have a friend that is coming to Madrid who needs a place to stay and you recommend him or her to us, you will receive 20€ just for recommending them. *Of course this only applies when said person has signed a housing contract with us.* 
We recommend that a client contacts MadridEasy or past tenants through our messaging system and our social cluster, if any doubts or questions should arise prior to booking, so that all details regarding accommodations, check-in/checkout, availability, pricing and any other question can be reviewed. We collect the tenants’ payment information at the time of the reservation request, which includes deposit, MadridEasy fees and any other service fees. We value our guests’ privacy, and never share personal financial information. Additionally, the exchange of contact information such as email addresses, phone numbers, and websites are always confidential and secure.  Our doors are always open to any owner looking to put their home, apartment, loft and studio up for rent, but don’t want to deal with real estate agencies and all of the hassle that comes with them. We provide you with quality service and treat your home as if it was ours, without the hassle. 
The guide book is a PDF file that you can download from our site. It provides you with all the rules, regulations and procedures of MadridEasy in regards to the tenant, property and any other pertinent information. 
The “Instant Book” feature provides immediate confirmation of your reservation. This is only available for some properties on our site and for stays within a month of the current date. This feature is available to anyone, just initiate the booking process as usual, but instead of waiting for a host to accept, you will receive an instant confirmation of your reservation. If the “Instant Book” feature is not available, you will be notified within 24 hours. 
We accept all major credit cards, but foreign cards may be charged an additional overseas transaction fee by the issuing bank. In some countries, you may be able to pay in a foreign currency via PayPal, or if you so choose it, we also accept bank transfers, but bear in mind that most times there is an international bank transfer fee. 
For last minute accommodations, sign up for Last minute booking. This option will only appear if your check-in date is within five days of searching. Enter your destination and dates and follow the last minute prompt. Once there, complete the details, provide a time frame, and click the “Submit” button. We will move quickly to provide you with some of the last minute options we have available. 
All of our references are 100% legitimate, we only accept references from past tenants, our close friends and members of our MAD team. So before it goes up on the site, we handle all of them and verify their legitimacy. 
To find out additional details about the place, click on the “More Info” button on the listing page and you will find references, testimonials and a descriptive detail of the property.
MadridEasy accepts all major credit cards. Be sure that you have entered all of your information correctly and that your card has not expired. If it still does not work you may need to contact the issuing bank or your credit card company directly. Common problems include: exceeding the imposed daily limit, expired cards, unrecognizable merchant, incorrect ZIP Code or security code. 
By clicking the “Special Offer” icon clients will see what properties are available for a special price.
We accept all major credit cards, PayPal, and bank transfers. Depending on your country of residence, not all methods may be available and conditions may apply.
All payments are made online before checking in. We collect your payment information at the time you submit your reservation request. When a reservation is completed, payment is collected in full, however, rest assured your payment is secured. 
Our payment system is more secure and reliable than handling money on your own. We protect you from fraud and illicit behaviors  When a reservation has been requested, you will be charged upfront in full. Should you choose to cancel your reservation, you will be refunded if you cancel 30 days before you arrival date. Our system is specifically set up so that your money is safe until you have successfully checked in.
If, as a Tenant, you decide to cancel your requested booking you would have a period of minimum 30 days prior to your arrival to cancel your requested booking if you wish to receive total reimbursement of the payment made. Cancellations made at least 15 days prior of a tenants arrival will result in only 65% reimbursement. And cancellations done less that 15 days prior of a tenants arrival will result in no reimbursement.  
From the search results page, you’ll see the lowest nightly rate of a listing. This is the price set by the owner. Once your reservation details have been entered, the pricing will be adjusted based on a variety of factors including: Season, number of guests, length of stay and/or cleaning fees. To be sure that you are receiving the most accurate information enter your exact travel dates and check the “Details” section of a listing page.  MadridEasy tenant service fees are in addition to the pricing structure set by the owner, but you will see these clearly listed on the checkout page and in the “More info” tab under the ”Book it” button.
Once you have secured and accommodation and payment has been made a confirmation page will appear on your screen which you can print. But also keep in mind that you will receive this confirmation via e-mail. Once you arrive and are greeted by a MadridEasy team member, he or she will have your contract in hand. 
If there is a problem with your accommodation just contact us and we will send someone to asses the situation and resolve the problem as soon as possible. 
MadridEasy offers a wide variety of properties all over Madrid. Ranging from a shared room to an entire private property, properties are categorized into the following three types: Shared rooms: For those who don’t mind sharing a space with other guests for a comfy, communal experience. These rooms work best for the flexible travellers looking for a budget-friendly stay.  Home stay rooms: For those who prefer living with other families yet still value a local connection. Wake up to greet your “family member” in the kitchen and have the freedom to bid them adieu at bedtime. This is a great option for those who are out exploring all day. Entire home/apartment: For those who are seeking a home away from home experience. Have complete privacy and freedom to roam and kick your feet up. Be your own boss, make your own breakfast, just remember to treat it with the respect and courtesy you would at your own home.
Yes, references are public any one can see a reference of a specific property at any time.
It is important to plan accordingly and ensure that the listing is a good fit. This includes making sure that the listing can accommodate you and your entire party.  There maybe several norms and rules regarding specific locations, so please pay attention to the listing details. 
Previous tenants, owners, MAD friends and staff can all leave references, comments and fun facts about specific properties. This is a fun and informative way for future tenants to get a deeper look into the accommodation they are interested in. It’s always fun to get the low down on things. 
Refunds issued to PayPal accounts occur within 24 hours. Refunds issued to credit cards may take 5-7 business days to be reflected on your statement. Please note, refunds issued to foreign issued credit cards occasionally take up to 30 days to be reflected on your statement. 
Once your booking has been confirmed, you will receive an e-mail and your reservation will show up as accepted and confirmed. 
Scammers constantly reinvent themselves, one common theme is asking to take payments offline. To avoid being scammed it is recommend to always conduct your transactions via our secure payments platform. If your transaction happens offline and we have no record of it, it is almost impossible for us to assist you. We also offer an entire section dedicated to Trust & Safety and encourage members to educate themselves.  Any of the following key words mentioned during a message exchange should be flagged and avoided: Western Union, Money Gram, Cashiers Check or Money Order, Libery Reserve etc.  If you feel you have been scammed, please contact one of the following resources.
It’s likely the issue is that flash has selected the wrong camera from the list of possible video inputs. Click the camera icon on the bottom right of the snapper and select from the list. Pick the one with video already showing. If it’s still not working, check that other applications are not using the webcam (for instance Skype or MSN) and reload the page that you are running in.
  1. Get started by entering your destination, dates, and number of guests. Then select the “Search” button.
  2. Narrow your search results by using the filters you will find on the page. You can sort by price, type of accommodation, desired amenities, and more.
For safety purposes MadridEasy handles security deposits through the site. At the moment of payment the sum total will include the security deposit. A tenants security deposit will be returned at the end of their contract. If no damages are reported and there are no pending balances, the security deposit will automatically be released. If damages are reported and expenses are pending then MadridEasy will deduct the outstanding balance from the deposit and the remaining balance will be transferred to the tenant. 
Social Connections improve the reputation of individuals in our community by showing how they are connected to each other. Tenants can filter their search results to see places their friends have reviewed as well as their connections to mutual friendships, direct friendships, school affiliations, and places that MadridEasy employees have reviewed.
You can opt for the airport pick up option at the time of conducting your online reservation. You would be picked up at the airport and taken to your accommodation where a MadridEasy team member will be waiting for you. If you decide not to choose this option you can click here for alternative ways to arrive to your place.
For the safety of our community, we encourage users to make their decisions based on the tools we provide on MadridEasy. You can ask any questions directly through the secure messaging system to find out more about a listing.  If you are in the area and you wish to view a listing message us and we can arrange a viewing, just please click contact us and we’ll be happy to assist.
If you have Skype 5 running then this is likely to be the reason Flash cannot access your webcam correctly. The fix is to shut down Skype and reload your browser, then your webcam will likely start working again. Unfortunately, the only long term fix for this issue is to uninstall Skype 5 and re install an older version.


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