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Information about your stay


The official check-in/check-out time is from Monday to Friday, from 09:00h to 20:00h. Please inform us of your arrival time so that everything is ready.

If your arrival is any working day after 20:00h, weekend or holiday, there is a charge of 150€ + 21% VAT. You must let us know 48 hours in advance and we will do our best to adjust to your schedule.

Payments are made as detailed below:
  • For buildings General Diaz Porlier 109, Sagasta 14 and Villanueva 8 – preferably by bank transfer prior to check-in or also by Visa or Mastercard credit or debit card. You must let us know in order to prepare the dataphone. We do not accept cash payments
  • For our properties in Castelló and General Martinez Campos 17 – Always by transfer.
Cancellation policy:
  • Cancellations 1 month before arrival – 100% refund of the reservation amount
  • Cancellations between 1 month and 15 days before arrival – 50% refund of the reservation amount
  • Cancellations less than 15 days prior to arrival – No refund of the reservation amount

No-show on the day of arrival means the automatic loss of 100% of the total amount of the reservation, as well as the automatic cancellation of the reservation.

If you want to change the dates of your stay send us an email to: info@primeresidence.es

We do not accept changes or extensions by phone, SMS or whatsapp, nor changes in any type of request or services. Please, always in writing to info@primeresidence.es. All changes are subject to availability and final confirmation.

The weekly cleaning service is included in the price of the apartment. After check-in we will inform you of the assigned cleaning day and time. If you need a change of sheets/towels, please let us know in writing so that we can notify the cleaning service.

For your information, you have the possibility of hiring additional cleaning hours at the price of 20€ + 21% VAT per hour. To hire the service, just send us an email to info@primeresidence.es and we will reply as soon as possible.

In case you need replacement or additional sets of sheets and towels, you can also request it to our management team at info@primeresidence.es. The cost of a complete set (1 set of sheets and 1 set of towels) is 70 €. You can also request the service at a cost of 40 € for a complete set of sheets and 40 € for a complete set of towels.

We remind you that in the price of the house you have included supplies: heating (gas) + heat pump and cold + water + electricity up to 250 euros per month. Excesses over this amount will be billed separately.

The apartment can only accommodate the number of people indicated at the time of booking. Before entering the apartment, you must send a copy of the ID cards, NIEs or Passports of the people who are going to stay and that must be included in the rental contract that we will sign.

If there is any type of anomaly, Prime Residence will be able to exercise its right to expel the tenants without previous notice, losing the totality of the payment made and the right to make any type of claim.

We ask you to take care of the properties with the same care and dedication as if they were your own. In this sense, we remind you that when you leave the property you will have to pay a “departure cleaning fee” that varies between 200 and 300 € (+ VAT) depending on the period of your stay.

In case of breakdown or damage, you must notify us immediately:

  1. In Sagasta 14 to Juan Francisco, on the telephone number +34 661 72 40 96,
  2. For the rest of the houses, send an email to info@primeresidence.es, and we will take care of it as soon as possible.

Prime Residence, in no case, is responsible for damages caused by misuse or negligence.

As for the coexistence, we ask you to take into account the usual rules of any community: avoid excessive noise, especially early in the morning or throughout the night, respect the common areas and the other tenants. Make good use of the gym, always bring a towel for personal use and leave the materials you use well placed, as you find them. Parties and loud music at any time of the day are prohibited. It is also forbidden to leave objects (bicycles, trolleys, etc…) on balconies, in the inner courtyard and on the landings or in the stairwell corridors. Always park in your assigned parking space.

At Prime Residence we love animals, but unfortunately we do not allow pets in our homes or apartments.

Please do not smoke in the common areas.

If any of these rules are violated, Prime Residence may exercise its right to expel the tenants without prior notice and the tenants will lose the totality of the payment made and the right to make any type of claim.

There are things that we cannot control, such as a blackout, water cut or any other problem with energy supplies or boiler breakdowns and similar. If this should happen, please let us know immediately and we will solve it as soon as possible.

Prime Residence is not responsible for any accident involving personal injury caused by falls, fires, burns with the oven or hob… including theft or criminal behaviors.

Prime Residence does not cover theft in the home (this includes goods and cash, documents…). If you have something of value to declare, please inform us of your decision to insure it. We will assess it with the insurance company, who will check the existence of what you want to insure and its valuation. We will send you a quotation, which you must accept in order for us to be able to proceed.

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