Frequently Asked Questions
Find answers to the most common questions about staying in our apartments – from check-in and amenities to house guidelines and practical tips for your trip.
Reservations and Payments
You can book your stay directly on our website by selecting a property and your preferred dates. After checking availability, complete the booking form and proceed to payment by credit card or bank transfer.
Yes. However, a 30% non-refundable deposit must be paid by card or bank transfer before arrival. The remaining balance can be paid by bank transfer or in cash on arrival.
Yes. For apartments the deposit is 250 €, while for luxury houses the amount is determined individually. The deposit is charged automatically via a payment link 1 to 2 days before arrival and refunded the day after departure. The funds usually return to the account within up to 3 working days.
Each case is reviewed individually. If cancellation is made well in advance (for example 90 days), a full refund may be possible. For shorter notice periods, especially during high season, the 30% deposit is non-refundable. Cancellation requests are verified in two steps: email and phone confirmation.
Properties marked as “long stay” are designed for extended rentals. For other listings please contact us individually. Availability depends on season and occupancy.
Check-in and Check-out
We offer three types of check-in: personal check-in, airport check-in, or electronic self check-in using a code for a secure locker. Self check-in is the most common. Check-in usually starts at 16:00 or 17:00.
Early access can be confirmed at most 5 days before arrival. If the apartment is still being cleaned, luggage may be left with the housekeeper after 11:00, but staying inside the property is not possible until cleaning is finished.
This happens only in exceptional situations such as technical failures or urgent renovation works. In such cases we offer an alternative property of similar standard or provide a full refund.
Late check-out depends on property occupancy and whether cleaning is scheduled for the next guests. Availability must be confirmed with our helpdesk.
Luggage storage follows the same rules as late check-out. If late check-out cannot be approved, luggage storage inside the property is usually not possible.
Stay and house rules
The price includes the stay, exclusive and unlimited access to the property, prepared bed linen, towels, and basic kitchen and bathroom starter supplies. Guests also have access to our 24-hour emergency phone line: +34 966 44 87 08.
We offer additional cleaning, linen changes, airport transfers, assistance with taxi bookings, and grocery shopping before arrival. Grocery service must be ordered in advance and usually costs about 50 € plus the cost of the products.
The cleaning fee is added to every reservation and clearly listed in the booking summary. We do not apply hidden fees.
Cleaning is not required. However, we kindly ask guests to take out the trash, place dishes in the dishwasher, leave towels in one place, turn off lights and air conditioning, and close all windows. There is no obligation to empty the refrigerator.
Light furniture may be moved at your own responsibility but must be returned to its original position before departure.
Visitors are allowed, but overnight stays are not permitted. The number of people staying overnight must match the reservation. Violation of this rule may result in removal from the property or cancellation of the reservation without refund.
You may adjust air conditioning settings using the remote control. However, modifying installation equipment such as boilers, heat pumps, or pool pumps is strictly prohibited. Unauthorized changes may cause damage and guests are financially responsible for such situations.
Yes, you may change the language on devices. However, before departure the original default language must be restored.
Yes, we assist in such situations. However, this service involves an additional fee according to our price list, as it often requires calling an external technician or sending a team member.
Terrace and garden furniture must remain inside the property and may not be taken outside. If the property provides dedicated beach chairs, they may be used at the beach.
White bathroom towels must not be taken outside or used at the beach or pool area. If beach towels are provided in the property, they are intended for outdoor use.
Traveling with pets
Many of our properties accept pets, although in some cases it depends on the agreement with the property owner.
If a property is marked as pet-friendly, we usually do not ask about breed or size. In properties where pets are not normally allowed, we sometimes try to negotiate an exception with the owner if the dog is small and well behaved.
As a general rule we do not accept cats due to the higher risk of difficult-to-remove damage such as urine odors and because our properties are not adapted for them.
Damages and technical issues
Small damages such as a single plate or one or two glasses are usually treated as normal wear and tear and we normally do not charge a fee. However, please inform us so we can replace the items for the next guests.
Larger damages such as broken furniture or decorative items may require compensation if caused by negligence or violation of safety rules.
Important: Every damage must be reported. Unreported damages may result in automatic financial charges after departure.
Please report any issue as soon as you notice it. The sooner we know, the faster we can help. Do not attempt to repair anything yourself, as this may cause additional damage.
Whenever possible, please send a photo or short video of the issue. This helps us assess the situation and send the right technician.
You can contact us through the following channels:
Emergency phone (24/7): +34 966 44 87 08
WhatsApp: +34 966 44 87 08
Email: info@welcomely.es
Booking platform messaging system
Urgent issues such as no electricity, no water, broken locks, flooding, or gas smell are treated as a priority and we aim to respond within a few hours. For safety emergencies please call us directly.
Non-urgent issues such as faulty appliances, broken lights, or Wi-Fi problems are usually addressed within 24 hours depending on technician availability.
Important note
We always try to resolve serious technical problems as quickly as possible. However, during high season some patience may be required due to high demand and limited availability of local service technicians.
Getting around Costa Blanca
The typical holiday season runs from early May until the end of October. However, the Mediterranean remains relatively warm throughout the year, and swimming is often possible even around Christmas.
Spain has a well-developed road network and driving conditions are generally very good.
Most highways and regional roads are modern and well maintained, making it easy to travel between cities and coastal towns along Costa Blanca.
There are several convenient ways to get around the region. Renting a car is the most flexible option, especially if you plan to explore different towns along the coast. Many international and local rental companies operate at Alicante Airport and in nearby cities. Taxis are widely available and can be ordered by phone or through local apps, and ride-hailing services such as Uber operate in larger areas including Alicante. Public transport is also well developed. Local buses connect most towns and tourist areas, and the TRAM system links Alicante with coastal destinations such as El Campello, Benidorm, Altea and Denia. Alicante-Elche Airport serves as the main international gateway to Costa Blanca and offers many direct connections to major European cities.
