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.

ENROLLMENT AND RESERVATION

Enrollment is charged only once per stay, as a management and registration fee, and serves to reserve your place in our residence (in the event of cancellation, this amount will not be refunded).

This enrollment fee covers the following:

• Room reservation
• Welcome pack
• Cleaning service for common areas throughout your stay.*
• Administrative expenses throughout your stay.
• Free access to 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.
Cleaning of common areas in the shared apartments in Atocha or Malasaña will be carried out by our staff and covers: hallways, landings, and building entrances.
Clarification: cleaning of common areas in Atocha and Malasaña does not refer to the common areas of the shared apartment itself; this cleaning is the responsibility of the tenants.

In the event of cancellation of the reservation or failure to occupy the reserved apartment or room, this ENROLLMENT fee cannot be applied toward a room reservation in a later year; a new reservation must be made and, therefore, the enrollment fee must be paid again in order to qualify for a room or apartment reservation.

The Company reserves the exclusive right (up to FOUR months before the start of the reserved stay) to modify the price of an already-reserved room in the event of unforeseen circumstances affecting operating costs or market conditions. In such an event, the Company agrees to notify the Client in writing of any price change at least FOUR MONTHS before the scheduled arrival date. The Client shall have the right to accept the new price or cancel the reservation without incurring any penalty. Acceptance of the new price shall constitute a binding agreement between both parties, to be confirmed by a new reservation confirmation sent by email.

If the Client does not agree with the price change, the Company will refund 100% of the amount paid by the Client.

CLAUSE ON MODIFICATION OR CANCELLATION BY THE RESIDENCE

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

• Room Reassignment: Situations requiring adjustments to room availability due to operational or logistical needs.
• Capacity Management: Cases in which it is necessary to optimize the use of the residence's resources and spaces to ensure operational sustainability.
• Renewal of Current Clients: In accordance with applicable Spanish regulations, the residence will be legally required to renew the contracts of students or clients currently residing at its facilities, provided they express their intention to extend their stay and meet the applicable legal requirements set out in Spanish law.
• 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 client will be informed as far in advance as possible.
• Options Offered: Reasonable alternatives will be proposed, such as relocation to other dates, accommodation at an equivalent establishment, or a full refund of the amount paid to date.
• Compensation: If the client does not accept the proposed alternatives, they will be entitled solely to a refund of the amounts paid, with no right to additional compensation for damages.

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

SECURITY DEPOSITS

Security deposits are intended to cover repair costs arising from possible damage to facilities or property, at the landlord's reasoned discretion, as well as, more generally, to guarantee compliance with the guest's obligations. Deposits will be refunded to the guest, if applicable, within two months, through our website (https://micasainn.com/devolucionfianza/), once any costs, damages, shortfalls, and/or penalties, if any, have been settled — including outstanding utilities, services, and consumption charges where applicable.

Deposits will not be refunded in the event of voluntary early departure, regardless of the reason, before the end of the contract term, nor in the event of expulsion.

The first month's rent must be paid in full, as must the amounts collected as security deposit and down payment, regardless of the TENANT's arrival date. The first month's rent must be paid one month before the contract start date, within a maximum period of 48 hours from the start of the month preceding the contract's start. The amounts collected as security deposit and down payment must be paid within a maximum period of 48 hours from the contract's effective date, regardless of whether the TENANT arrives at the premises on a date later than the contract start date. If the TENANT fails to make the payments set out in this clause, it will be understood that they are unilaterally withdrawing from this contract, forfeiting the amounts paid to date as a penalty for the damages caused, without prejudice to any other amounts that may be claimed as a result of their breach of contract.

DEPOSIT REFUND PROCESS

To begin the deposit refund process, the following steps must be followed:

THIS IS MANDATORY

Fill out the following form: https://micasainn.com/salidas/ informing us of your exact departure date. This must be done in order for the deposit refund to take place.

On your last day of your stay at the residence or apartment, you must complete 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 photos of the different areas of the room or apartment.

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

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

If the card, locker keys, and key sets (as applicable in each case) are not deposited, €50 will be deducted for each one directly from the deposit provided, as stipulated in the contract.

Finally, you must complete the deposit refund request at the following link: https://micasainn.com/devolucionfianza/. Please verify that all bank details provided are correct to avoid any inconvenience. Mi Casa Inn is not responsible for any bank costs and/or fees resulting from the deposit refund transfer being processed again due to incorrect bank details.

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

 

CONTRACT CANCELLATION

In the event of abandonment or early cancellation of the accommodation, in breach of the duration of the signed contract, the Resident shall not be entitled to the refund of amounts paid as guarantees. For these purposes, the corresponding cancellation document must be formalized; if this cannot be done in person, it may be signed electronically.

Likewise, once the amounts corresponding to guarantees (security deposit and/or deposit) and/or the first month's rent have been paid, they shall not be refunded in the event of cancellation by the Resident, whether this occurs before the start of the stay or after it has begun.

This condition shall equally apply when the contract has not yet been formally signed, provided that the booking has previously been accepted and confirmed in accordance with Mi Casa Inn's contracting terms and cancellation policy.

 

REGROUPING AND RELOCATION OF RESIDENTS

When two or more residents have made a joint booking with the intention of staying together — whether by booking an entire apartment, a double room, or rooms within the same apartment, including cases of friends, couples, or other companions who have expressly requested to stay together — and one of them cancels, leaves the stay early, or stops occupying the accommodation for any reason, Mi Casa Inn may relocate the remaining resident(s).

Relocation may take place in another room within the same property or in another apartment or accommodation managed by Mi Casa Inn, depending on available capacity and organizational and occupancy needs.

This provision shall likewise apply when two people who are a couple have booked their accommodation jointly, even if they have individual rooms, and one of them cancels or leaves the stay.

Joint booking or a request for shared accommodation does not guarantee that, in the event of cancellation or departure of one of the members of the booking, the remaining resident may continue to occupy, individually, the apartment, room, or configuration initially assigned.

 

APPLICATION TO EXTERNAL RESERVATIONS

The cancellation, refund, and other terms and conditions set out in this policy shall be fully applicable to all reservations made through third-party platforms (OTAs or other intermediaries).

Accordingly, the TENANT acknowledges and agrees that, regardless of the booking channel used, acceptance of the reservation implies their express and binding agreement to these terms and conditions, and no claim of unfamiliarity with them may be made on the grounds of having booked through an external platform.

 

RENEWALS

If you do not sign the renewal contract within a maximum period of 7 days from when it is sent, or do not make the payment for the first renewal month (July) between 01/07/2021 and 03/07/2021, the amount for that month (€300) will be deducted directly from the deposit paid at the start of your stay. You will be released from paying for the month of August, and this renewal will be voided; your renewal will be cancelled.

 

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, it is guaranteed 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 involve any change to the rates or amenities of the booked 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.