Frequently asked questions
Where do I pick-up the apartment keys?
Both the check-in and the apartment keys will be waiting for you at the reception when you arrive. Outside the reception opening hours, check-in and key pick-up can be done through the automatic check-in machine in the building's lobby.
What time is the earliest I can access the apartment and how late can I leave when I check-out?
Check-in to the apartments is from 15h onwards, but depending on occupancy they might be ready earlier or later than that time. The latest time for check-out is 11h. If you need to leave your luggage you can do it in our storage lockers at no extra charge. Contact us if you would like to check-in to the apartment early, and we’ll do everything we can to help, as long as there is availability.
Is there an extra charge for checking-in early in the morning?
No, one of the advantages of having an automatic check-in service means you can collect the keys 24/7.
How do I reserve an apartment?
On www.ericvokel.com, in the panel on the left side of the screen you’ll find a drop-down menu where you can choose the dates and the apartment you like and best suits what you’re looking for. You'll be able to make your reservation in 3 simple steps.
How can I cancel my reservation?
To cancel your reservation contact us as soon as possible.
How can I reserve an apartment with a special promo offer?
If you look on the www.ericvokel.com website, in the index you'll find a whole section devoted especially to promos.
When will I receive confirmation of the reservation?
Once you've filled in all the required info we’ll send you a confirmation email with details of the reservation which will tell you everything you need to know about your stay and gives you all the info you need to get to the apartment when you arrive. If you don’t receive a confirmation email, please contact us as soon as possible.
Why do you need my credit card?
We need a credit card number to guarantee the reservation. There will be no charges made to the credit card if the reservation is canceled before 12pm, 48 hours before your arrival date, unless your reservation has been made at a special price with specific cancellation conditions.
Can I pay by card or with cash for my stay?
When you arrive, you'll be able to pay at the reception in cash or using Visa, MasterCard or American Express credit cards. Outside reception hours, payment can only be done with a credit card at the automatic check-in machine located in the building's lobby.
Are there any extra costs?
No, the total amount includes taxes, cleaning before arrival and once every three days for stays over seven nights, water and electricity. On top of this, you can arrange to take advantage of the extra services that we also provide.
¿Cómo es el desayuno?
Al reservar en nuestra página web, le proporcionaremos un kit de desayuno gratuito cada día durante toda su estancia. Puede recoger su kit de desayuno en la recepción en cualquier momento de 9 a 17 horas y disfrutarlo en su apartamento. El kit de desayuno incluye zumo, café, leche, té, pan y algo dulce. Si tiene una intolerancia alimentaria, infórmenos a través de un correo electrónico a esta dirección email@example.com
En determinados establecimientos, tenemos acuerdos con aparcamientos cercanos. Le podremos informar de las condiciones si desea dejar aparcado su coche. En nuestro establecimiento de Atocha, para todas las reservas a través de nuestra página web ofrecemos servicio de parking gratuito sujeto a disponibilidad.
What do I do if I need any help during my stay?
During office hours there will always be Eric Vökel employees ready to help you out. Outside office hours, we’ll give you a phone number on arrival for any urgent requests.
Do I pay any special rates for children to stay?
Children from 0 to 3 years stay for free. We have cots available for you. If you need one, just let us know when you make your reservation.
What happens if I break something?
Please, call us as soon as possible and we will try to fix it or replace it if necessary, and reach an agreement regarding any costs.
What facilities do the apartments have?
Everything will be ready for you on arrival. All our apartments are equipped to include every last detail so that you can enjoy a comfortable, individual and relaxed stay. In the apartment, you will find a private bathroom with towels, hair-dryer and soaps, a fully equipped kitchen with appliances, and a washing machine and dryer for your own use.
Is there daily cleaning of the apartment?
We clean the apartment just before you arrive and once every seven days with the change of bed linen, but you can hire this cleaning service as many times as you need with an extra cost. You just have to let us know when you make your reservation or even when you arrive. If you need more towels, you may request them any time during your stay.
Will I need an adapter for the plug sockets?
All our plug sockets are European. We recommend that you do bring an adapter for electronic devices from other regions.
Are pets allowed?
Pets are only allowed if you have been given specific permission. The cost per pet is 15€/night.
How to get to the apartment from the airport?
You will find the address of the apartment and directions from the airport on the web page of each building. Click below to read the information.
Sagrada Familia Suites
Gran Via Suites
Do you want to book? Do you have any doubt?
You can do it by telephone here