FAQS

WHERE ARE WE?

Mi Casa Inn Offices

C/ San Bernardo Nº 23, 6th Floor.

28015, Madrid, Spain

Open Monday to Friday from 10:00 a.m. to 2:00 p.m. and from 3:30 p.m. to 7:00 p.m.

HOW TO GET THERE?

Atocha

[Metro] From Atocha station, take metro line 1 to Sol and change to line 2 to Noviciado. It will take you no more than 2 minutes to walk to our offices.

[Taxi] A taxi will cost around €12 from Atocha – there may be an additional charge of around €4 for picking you up at the station.

Chamartín

[Metro] From Chamartín station, simply take line 10 and get off at Plaza España (from there it's only a 4-minute walk), or you can change to line 2 and get off at Noviciado.

[Taxi] A taxi will cost around €15 from Chamartín – there may be an additional charge of around €4 for pick-up at the station.

Airport

[Metro] From Adolfo Suarez Madrid Barajas Airport station, take metro line 8 to Nuevos Ministerios and change to line 10 to Plaza España (from there you can walk) or change to line 2 and get off at Noviciado. We are a 2-minute walk from the metro stop.

[Taxi] A taxi will cost €30 (fixed rate) from the airport.

By car

There are several car parks next to our office where you can leave your car for a reasonable price.

HOW TO CONTACT US?

We love talking to you and you can contact us by phone on +34 65783 11 90 or +34 915 42 99 27. Or by email at info@micasainn.com

Translated with DeepL.com (free version)

HOW CAN YOU VISIT THE RESIDENCES OR APARTMENTS?

Visits can be made on weekdays (Monday to Friday). Simply go to BOOK A VISIT https://micasainn.com/reserva-visita/, fill in the requested information, and wait for our response within 48 hours.

HOW LONG DOES THE VISIT LAST?

The duration depends on you. We will give you as much time as you need to see the residence, as it is an important decision and it is necessary to analyze all the details. You will fall in love with our residences.

WHAT CAN YOU VISIT?

You can visit the entire residence, both the common areas and the rooms, as long as they are not occupied. You can also ask us any questions you may have.

WHEN CAN I CHECK IN?

In principle, check-in takes place on the start date specified in your reservation or in your contract, if it has already been signed. If you want to arrive earlier, please notify us one week in advance by emailing info@micasainn.com.

WHAT DO I NEED TO BRING?

A desire to make friends, a willingness to learn about other cultures, and your best smile. You can also bring your own bedding and towels, but why take up extra space in your suitcase when you can order them from us at the following link: https://micasainn.com/extrasyservicios/ and have them delivered to your room.

WHAT SHOULD I NOT BRING?

Bad vibes, too many things, noisy items, televisions, refrigerators, microwaves... If you have any questions, write to us at info@micasainn.com

ARE THE ROOMS MIXED?

The residence is mixed, but the double rooms are for each gender, i.e., if you are a woman, you will share with a woman, and the same applies to men. If you come with a friend, it can be mixed.

CAN I CHOOSE MY ROOM?

Tell us which room you would like and, if it is available, we will assign it to you, but this is very complicated as it depends on many variables, so we cannot guarantee it.

CHECK-IN AT MI CASA INN

To check in on weekdays, guests can go to the MI CASA INN office located at Calle San Bernardo No. 20, 6th floor, during the following hours: 10:00 a.m. to 2:00 p.m. and 3:30 p.m. to 7:00 p.m. to sign the contract and collect the keys to their room. If you plan to check in on a weekend, you must notify info@micasainn.com indicating the specific date and time to inquire about the possibility of checking in.

If you check in on a Sunday, there will be an additional cost of €50.

Check-in at any MI CASA INN accommodation will normally take place on the day specified in the reservation or in the contract, if it has already been signed.

LATE CHECK-IN. If the customer has to delay their check-in, they must notify us in writing at least one week in advance at info@micasainn.com indicating the new specific date and time, and must wait for confirmation that arrival on the indicated date is possible.

ROOM INSPECTION UPON CHECK-IN

Upon entering the room, guests must complete the Accommodation Review Form via the website in the check-in section (http://micasainn.com/checkinn/). It must be submitted within 12 hours of check-in. If the form is not submitted within this period, it will be understood, for all intents and purposes, that the furnishings, furniture, and room are in perfect condition.

CHECK-OUT

Check-out will take place on the last day of the contract period, before 12:00 noon. Within a maximum of 24 hours after check-out, the guest must complete the Descriptive Report via our website in the check-out section (http://micasainn.com/checkout/). If the report has not been sent within this period, We will proceed to check out unilaterally and draw up the Descriptive Report on the Condition of the Room and the furniture, which involves verifying that the room is in the same condition as when it was handed over, as well as the furniture and furnishings.

Regardless of the departure date of the last month, the full amount will be paid. If no change is notified regarding the departure date, it will be understood that the departure is as stipulated in the contract. It should be noted that if the change in the departure date is less than that stipulated in the contract, under no circumstances will the guarantees be refunded, as this represents a breach of contract, as stipulated in the contract.

KEY RETURN

Please do not take them with you, as there are new innsiders who will need them to enjoy their experience.

• RESIDENCE

If you are staying in a residence, on the day of your departure you must leave your room card and kitchen locker key on the desk in your room, take a photo of them, and upload it when you check out. Remember that the room key (card), locker key, and any other items given to you at the beginning of your contract must be returned. If this is not done, for whatever reason, €50 will be deducted from your deposit for each key or item given to you.

• STUDIOS AND APARTMENTS

If you are staying in an apartment in Glorieta de Embajadores (Atocha), you must hand in the key to your room or apartment to the concierge. If your accommodation is located in Malasaña, you must go to the MI CASA INN office to hand in the keys. Likewise, if the keys are not returned, €50 will be deducted directly from the deposit.

REGISTRATION AND RESERVATION

Registration will be made only once per stay for administration and registration purposes; it serves as a reservation for a place in our residence (in case of cancellation, this amount will not be refunded).

This registration fee covers the following:

• Room reservation
• Welcome pack
• Cleaning service for common areas throughout your stay.*
• Administration fees throughout your stay.
• Free attendance at all activities and events during your stay.

* Cleaning of common areas in the residences will be carried out by our staff and covers: kitchens, lounges, library, gym, hallways, gym... where applicable.
The cleaning of common areas in the shared flats in Atocha or Malasaña will be carried out by our staff and covers: hallways, landings, and building entrances.
Clarification: the cleaning of common areas in Atocha and Malasaña does not refer to the common areas of the shared flat or apartment; this cleaning will be the responsibility of the tenants.

In the event of cancellation of the reservation or failure to occupy the reserved flat or room, this REGISTRATION FEE cannot be used to reserve a room in a subsequent year. A new reservation must be made and, therefore, the registration fee must be paid again in order to be eligible to reserve a room or flat.

MODIFICATION OR CANCELLATION CLAUSE BY THE RESIDENCE

The residence reserves the right to modify or cancel a previously confirmed reservation in exceptional circumstances that affect the normal operation of the establishment, including, but not limited to:

1. Room Reassignment: Situations requiring adjustments to room availability due to operational or logistical needs.
2. Capacity Management: Cases in which it is necessary to optimize the use of the residence's resources and spaces to ensure operational sustainability.
3. Renewal of Current Clients: In accordance with current Spanish regulations, the residence will be legally obliged to renew the contracts of students or clients currently staying at its facilities, provided that they express their willingness to extend their stay and comply with the applicable legal requirements established in Spanish legislation.
4. Force Majeure: Any event beyond the reasonable control of the residence, such as emergencies, natural disasters, structural failures, or legal requirements.

In the event of modification or cancellation by the residence:

• Notification: The customer will be informed as far in advance as possible.
• Options Offered: Reasonable alternatives will be proposed, such as relocation to other dates, accommodation in an equivalent establishment, or a full refund of the amount paid to date.
• Compensation: If the proposed alternatives are not accepted, the customer will be entitled exclusively to a refund of the amounts paid, without additional compensation for damages.

The residence undertakes to make every reasonable effort to minimize any inconvenience caused by such modifications or cancellations.

GUARANTEES

The purpose of the guarantees is to cover the repair costs incurred due to possible damage to facilities or equipment, at the reasonable discretion of the lessor, as well as, more generally, to ensure compliance with the guest's obligations. These guarantees will be returned to the guest, if applicable, within two months, via our website ( https://micasainn.com/devolucionfianza/), and once any expenses, damage, faults, and/or penalties, if any, have been paid, including any outstanding payments for supplies, services, and consumption, where applicable.

Guarantees will not be refunded in the event of voluntary termination, regardless of the reason, before the end of the contract period, or in the event of expulsion.

The first monthly payment shall be paid in full, as well as the amounts collected as a security deposit and deposit, regardless of the TENANT's arrival date. The first monthly payment shall be made one month before the start date of the contract, within a maximum period of 48 hours from the start of the month prior to the start date. The amounts collected as a security deposit and deposit must be paid within a maximum period of 48 hours from the effective date of the contract, regardless of whether the LESSEE arrives at the premises after the start date of the contract. If the LESSEE fails to make the payments set out in this clause, it shall be understood that they are unilaterally terminating this contract, forfeiting the amounts paid to date as a penalty for the damages caused, regardless of any other amounts that may be claimed as a result of their breach of contract.

GUARANTEE REFUND PROCESS

To begin the guarantee return process, please follow these steps:

1. IT IS ABSOLUTELY MANDATORY
   Fill out the following form: https://micasainn.com/salidas/ and let us know the exact date of your departure. This must be done in order for the security deposit to be refunded.
2. On the last day of your stay in the residence or apartment, you must check out by filling out the form at the following link https://micasainn.com/checkout/. You will only need to provide your information and upload some photos of the different parts of the room or apartment.

After completing the form, a four-digit code will appear on the screen, which you will need to use in step 3. Keys must be returned as follows:

• Residence: Leave your card and locker key on the desk in your room.
• Embajadores Apartments: Hand them in at reception.
• Malasaña Studios: Hand them in directly at the office.

If you do not return the card, locker keys, and sets of keys (as applicable in each case), €50 will be deducted for each item directly from the deposits provided, as stipulated in the contract.

3. Finally, you must complete the guarantee refund request at the following link https://micasainn.com/devolucionfianza/ Check that all the bank details provided are correct to avoid any inconvenience. Mi Casa Inn is not responsible for any costs and/or bank fees incurred in returning the deposit and making the transfer again due to incorrect bank details.

Important: Remember that the deposit refund period is a maximum of two months from receipt of the request.

CANCELLATION OF THE CONTRACT

In the event of abandonment or early cancellation of the place, thereby breaching the duration of the contract signed, the Resident shall not be entitled to a refund of the amounts paid as guarantees. To this end, a cancellation document must be formalized at our offices; if it is not possible to attend in person, this document must be signed electronically.

Likewise, it is expressly stated that, once the amounts corresponding to guarantees (security deposit or deposit) and/or the first monthly payment have been paid, they will not be refunded under any circumstances, whether the reservation is canceled before the start of the stay or during it.
This limitation shall also apply even in cases where the contract has not yet been signed, since acceptance of the reservation implies the TENANT's express and binding agreement to these conditions and to the cancellation policy published by Mi Casa Inn.

For organizational reasons, Mi Casa Inn expressly reserves the right to regroup guests occupying double rooms or, where applicable, shared apartments, who, once the course has begun, are left without a roommate. Such guests may be relocated in accordance with the exclusive order and criteria of Mi Casa Inn, and may even be required to change rooms if deemed appropriate.

Finally, in the event that the LESSEE does not sign the contract at least five (5) days prior to the start date indicated in the booking confirmation, the LESSOR shall be entitled to unilaterally terminate the contract, without the LESSEE having the right to claim the return of any amount previously paid, as such breach constitutes an express waiver of the amounts paid.

APPLICATION TO EXTERNAL RESERVATIONS

The cancellation and refund conditions and other provisions set out in this policy shall also apply in full to all reservations made through third-party platforms (OTAs or other intermediaries).
Consequently, the LESSEE acknowledges and accepts that, regardless of the booking channel used, acceptance of the booking implies their express and binding agreement to these conditions, and they may not claim ignorance of them on the grounds that they have contracted through an external platform.

RENEWALS

If you do not sign the renewal contract within a maximum period of 7 days from its dispatch or do not make the payment for the first month of renewal (July) between 01/07/2021 and 03/07/2021, the amount for this month (€300) will be directly deducted from the guarantees paid at the beginning of your stay. You will be exempt from paying for the month of August and this renewal will be void, and your renewal will be canceled.

CONTRACT MODIFICATIONS

The establishment reserves the right to modify the assigned room number, even if it has already been specified in the contract, for operational, logistical, or force majeure reasons. However, we guarantee that the room type will be respected at all times, maintaining the same characteristics, size, services, and conditions agreed upon in the original contract.

This modification will not imply any change in the rates or services of the contracted room, ensuring that the guest's experience is not affected.

If you are entitled to any type of discount for belonging to any of the companies, universities, or partners of Mi Casa Inn, you must provide proof of this when making your reservation and always before Mi Casa Inn accepts your reservation or you make the payment. Once the registration fee has been paid, the relevant discount cannot be applied.

PAYMENT METHODS

Payments can be made in two ways:

1. Single payment: This modality will be applied as long as a minimum of 8 months are paid in a single payment and you will have a discount per month of 5% on the total payment. This must be done in a single payment 48 hours after signing the contract by bank transfer or over the counter payment.
2. Monthly payment: You must pay monthly rent from the first to the fifth of each month by bank transfer, over the counter payment or by online paymetn by debit or credit card (Visa or Mastercard). For each day delayed of the monthly payment you will have to pay the amount of ten euros (10 €).

FULL PAYMENT ARRIVAL AND DEPARTURE MONTH

Regardless of the day of arrival or departure of the room/apartment, the guest must paid the entire month as a reservation, management and not commercialization of the same.

EXIT CLEANING

Depending on the length of the stay, the following amount must be paid together with the last monthly payment as a final cleaning fee:

1 to 3 months: €30
3 to 6 months: €50
6 or more months: €80

UTILITIES: WATER, ELECTRICITY, HEATING, INTERNET...

RESIDENCES

The price of accommodation established in your contract includes, in the case of residences, the costs of water, electricity, gas, internet, and community fees.

FLATS OR APARTMENTS

With regard to flats or apartments, certain utility costs may or may not be included in the price. These terms will be stipulated in each of the accommodation rental contracts.

If certain utility costs are included, the Administrative Department will send you the bills when they have been sent by the service providers, which sometimes take time to arrive. In flats and apartments where the monthly amount of expenses is exceeded, the difference must be paid.

ARE BED LINEN AND TOWELS PROVIDED?

The beds come with a mattress cover, liquid-proof cover, pillow, and bedspread. If you wish, you can request a fantastic bedding pack (fitted sheet, flat sheet, pillowcase) and an incredible towel pack (small towel, medium towel, and large towel) as extras. For more information, please visit the following link: https://micasainn.com/extrasyservicios/

CAN I PERSONALIZE MY ROOM?

Of course, you can decorate it to your liking, but you must leave it exactly as you found it, otherwise there may be additional charges for any damage caused.

CAN I BRING PETS?

We love animals, but they are not allowed inside the residence in order to ensure a better living environment for everyone.

IS THERE A LAUNDRY ROOM?

Yes. Washing €2.50 and drying €3.

DO I NEED KITCHEN UTENSILS?

The kitchens are equipped with a refrigerator, microwave, and stove so you can cook, but you will need to bring your own kitchenware. However, you can also purchase it in our extras section at: https://micasainn.com/extrasyservicios/

CAN I SMOKE?

We are sorry, but smoking inside the rooms is strictly prohibited and may result in internal penalties and additional cleaning and painting costs.

DO I HAVE INTERNET?

Of course! There are several routers on each floor and in each area, so you can get the best possible connection anywhere in the residence.

CAN I HAVE A PARTY?

Not in your room. You can request permission to use the common areas. Anyway, we'll organize the parties!

CAN MY FRIENDS STAY OVER?

Guests may receive visits from family members, colleagues, or friends who are not staying at the property, provided that they are responsible for their behavior. Visitors must report to the property staff to identify themselves, register, and request to see the person they wish to visit, who must then come to the reception desk to take charge of the visitor and accompany them throughout their visit to the property. Under no circumstances may visitors: (i) remain in the room or the property after 11 p.m.; or (ii) stay overnight; failure to comply with this rule will entitle the lessor to proceed with the immediate expulsion of the outsider, and will constitute a very serious breach by the guest who has allowed such non-compliance.

The landlord reserves the right of admission in all cases. In particular, the landlord may limit or suspend the right to visit the rooms in order to maintain the peace and security of the property and the guests, by means of a duly justified circular communicated to all guests at least 24 hours in advance.

WHO CAN I TALK TO IF I HAVE A PERSONAL PROBLEM?

There is always someone to talk to. Your university will have a student services department where you can also find the university ombudsman. Our customer service team is also available. Unless it is an emergency, we would appreciate it if you could make an appointment.

HOW TO REPORT A FAULT?

To report any type of breakdown or damage that may occur in your room, you must notify us via the following link: https://micasainn.com/soporte/. Our staff will come to repair it; you do not need to be in the room, as they will be able to access it.

HOW DO I REPORT AN INTERNET INCIDENT?

We will try to resolve it as soon as possible. To do so, please use the following link: https://micasainn.com/soporte/ If you are unable to send the email due to a lack of internet connection, you can call +34 657-83-11-90 or +34 915 10 05 77 Monday through Friday from 10:00 a.m. to 2:00 p.m. and from 3:30 p.m. to 7:00 p.m.

WHERE CAN YOU SEND CORRESPONDENCE OR PACKAGES?

If you wish to receive mail or packages, you have two options: send it to Calle San Bernardo No. 20, 6th floor, where the office hours are Monday to Friday from 10:00 a.m. to 2:00 p.m. and from 3:30 p.m. to 7:30 p.m. Or send it to Calle San Bernardo, 23, 28015, which is open Monday through Saturday from 8:00 a.m. to 10:00 p.m. It is important to take the above hours into consideration. Once the mail or package is received, you will be notified via email of its receipt. We know you will be excited to receive it.

GROUP RESERVATIONS

Reservations made by a group of people, whether family or friends, for shared apartments or shared rooms in residences will not be formalized until the entire group (whether two, three, or four people) has paid the corresponding registration fee for the reservation of that apartment or shared room.

How can I sign up for an extra service?

You must request them through: www.micasainn.com/extrasyservicios

How can I cancel an extra service?

Remember that additional monthly services or items have a minimum contract period of 2 months before you can cancel them. If you have already fulfilled the minimum contract period and wish to cancel, you must do so 48 hours before the start of the next month via the following link: https://micasainn.com/extrasyservicios/. If you do not do so via this link, the cancellation will not be effective. If the cancellation is made after the 1st day of the current month, the cancellation will take effect the following month.

WHAT SHOULD I DO IF I LOSE MY ROOM CARD OR LOCKER KEY?

If you lose your room key or kitchen locker key, you must go to the MI CASA INN office Monday through Friday between 10:00 a.m. and 2:00 p.m. or between 3:30 p.m. and 7:00 p.m. to request another card. If you lose your locker key, you must request a new one from the cleaning staff.

If you lose your card during the weekend, you must call +34 -657-83-11-90 to request a new one. If you lose your locker key, you must inform the cleaning staff.

COSTS

Remember that the cost for losing a card or locker key is €10, which must be paid at the time of delivery.