FAQs

You can easily book your ideal accommodation at the best price through our website. Explore a variety of top destinations and find the perfect stay that suits your needs, whether you're traveling for business, leisure, or a weekend getaway. Our carefully curated properties offer comfort, convenience, and a seamless booking experience.

Need help finding the perfect stay? Our friendly Guest Care team is here to assist you! Feel free to reach out via Whatsapp or email us at support@olalahomes.com,  and we’ll be happy to guide you through the booking process and answer any questions you may have.

All accommodations have all the essentials to ensure a hassle-free stay. This includes toiletries, fresh towels, kitchen essentials, coffee, and water. Additional services such as extra towels or daily cleaning can be included for an extra fee. If you need any additional amenities, you can do so by contacting us. 

If you’d like to extend your booking, please contact our Guest Care team to handle your reservation. We’ll be happy to check the availability of your accommodation and assist you with the extension process. Please note that extensions are subject to availability, so we recommend reaching out at your earliest convenience to secure your stay.

Additionally, we may have special extended stay offers available, allowing you to enjoy a longer and more comfortable experience at a great rate. Feel free to ask our team about any available options!

We’re sorry to hear that you need to cancel your stay! If there’s anything we can do to assist you—whether it's adjusting your dates or exploring alternative options—please don’t hesitate to reach out. We’d love to help make your stay work for you.

Before canceling your reservation, please review the cancellation policy associated with your booking. Policies may vary depending on the platform you used to make your reservation, as some websites have stricter cancellation terms than others.

If you booked directly through our website, you can find the cancellation policy in your booking confirmation email. If you booked through a third-party platform, please refer to their terms and conditions or contact their support team for further assistance.

If you need help or have any questions, feel free to reach out to our Guest Care team—we’re happy to assist you!

If you booked your stay through our website and need to change any details of your reservation, please contact us via WhatsApp to see the availability and conditions of your change. We will be more than happy to help. 

If your reservation was made through Booking.com, you’ll need to select the “Bookings” tab on your Booking.com app or website, and click on “Manage bookings” to change any details such as the name or number of guests. 

If your reservation was made through Airbnb, you’ll be able to edit it through the “Modify your reservation” tab in your Airbnb app or Website.

For any additional changes or further help, do not hesitate to contact our Guest Care team to assist you. 

Depending on the accommodation and platform you booked with, a damage deposit will be requested. Please note that only 1€ will be charged and refunded from your account to validate your card.

The security deposit will vary depending on which accommodation you are staying at as well as the length of your stay. The amount can be charged partially or fully if parties, smoking or big damages take place inside the apartment. 

Before booking, make sure you check the details on the security deposit in the terms and policies on the accommodation you are interested in.

To request an invoice, please contact our Customer Care team. You can do so via Whatsapp or send us an email at support@olalahomes.com.

Please bear in mind that you can request an invoice as long as you have an upcoming stay or have stayed with us in the past.

In case of a business booking a property in Spain, please take into consideration that the correspondent 21% VAT will be charged additionally. 

If you're traveling with young children, we charge the same amount as for adults, as our prices are set per night, not for the number of guests who stay. However, keep in mind that variations may occur in the tourist tax amount in case it applies in your destination.

For your comfort, cots and high-chairs can be arranged for free upon request. Please make sure to contact us beforehand to check if it's possible for the accommodation you selected.

Currently we only accept small-medium sized dogs in our villas in Gavà, Teià, Sinaia and Seychelles. We also accept service pets.

The legal age to be able to rent one of our apartments is 18 years old. Individuals under the age of 18 are considered minors and need to be accompanied by their parents or guardians to stay at any of our accommodations.

At Olala Homes, our commitment is to ensure the utmost satisfaction and comfort of our esteemed guests. On rare occasions, this commitment may require us to make certain adjustments, such as relocating our guests to alternative accommodations.

We assure you that this decision is not made lightly and is undertaken with the primary aim of maintaining a high-quality service that meets and exceeds your expectations. We truly appreciate your understanding in this matter and remain at your disposal for any further assistance you may require.

Since we don’t have an on-site reception, our check-in process is fully online and self-service, ensuring a smooth and hassle-free arrival at your accommodation. 

During the process, we’ll collect some basic information, such as your name, email, and phone number. Additionally, to comply with local regulations, we’ll request a photo of your government-issued ID or passport for identity verification. Please note that this is a legal requirement mandated by local authorities.

Once you finish your online check-in, and up to 48 hours prior to your arrival, we'll send you your virtual keys so you can access your accommodation. 

After having paid for your reservation, you will receive a link to complete the remaining steps that will lead to the confirmation of your booking.

Step 1 Check In:

You will be required to add your details and your accompanying guests details. (Please note that this is a mandatory requirement from local authorities)

*Step 2 Security Deposit:

Depending on the type of reservation, you will be required to authorize a security deposit. Nothing to worry about, this is only a pre-authorization and rest assured that no money will be held from your account during your stay.

*Step 3 City Taxes:

Depending on the location, you might be required to pay a city tax fee. (This fee is mentioned in the booking conditions, and you can consult it there.

 *Security Deposit: Please note that the security deposit works as an authentication of the amount requested, but no money is held from your account until your check-out. Is important to acknowledge that if the house rules are unfollowed (no parties, no smoking, dirty apartment, etc.) The Deposit will be charged proportionally as a penalty.

*City Taxes: Depending on the city of the accommodation you booked, a local tourist tax may be applicable.

Tourist tax is required in:

• Spain: Barcelona, Hospitalet de Llobregat, Sant Adrià del Besòs, Sitges, Teià, Gavà and Calella.
• Portugal: Cascais, Lisbon and Porto.
• Israel: Haifa and Herzliya.
• UAE: Ras Al-Kaimah

Tourist tax amount and policies:

• Barcelona: € 5 per person/night for a maximum of 7 consecutive nights (to be paid from 16 years old);
• Hospitalet de Llobregat, Sitges, Sant Adrià del Besòs, Teià and Gavà: € 1 per person/night for a maximum of 7 consecutive nights (to be paid from 16 years old);
• Calella: € 0.99 per person/night for a maximum of 7 consecutive nights (to be paid from 16 years old)
• Olala Mini Hotel and Olala La Florida Suites: € 0.60 per person/night for a maximum of 7 consecutive nights (to be paid from 16 years old);
• Cascais, Porto and Lisbon: € 2 per person/night for a maximum of 7 consecutive nights (to be paid from 13 years old).
• Israel: As per local authorities requirements, we will be charging a 17% VAT amount to Israeli citizens. Foreigners are not subject to VAT charge, but further documentation is needed.
• UAE: There is a tourism fee of 15 AED/night, and a destination fee of 7% of the total price, both to be paid upon check-in.

Please note that, for all the reservations that have been prepaid through a third-party (for example, Airbnb), the city tax must be paid upon your arrival. You can pay this tax through a payment like we will send to you one day after you check-in.

For all the reservations booked directly with us, the tourist tax is always included in our final price.

For more information about the tourist tax policy of each city, you can read the official sources listed below:

• Catalunya
• Lisbon
• Porto
• Israel
• UAE

There are different check-in methods depending on the accommodation: 

• Smart Lock System: a digital door lock or keypad which allows access to the accommodation. In both cases, you will receive the detailed instructions through email.
• Padlocks: you will receive a secure email with the code.
• Physical Key: remember to contact us 60 minutes before your arrival so we can greet you and give you your keys. If you’re unable to contact us, please send us your itinerary in advance so we can wait for you at the property.

Please note that electronic keys are activated at 15:00 and only after you have finished our online check in (upload ID) and have settled the security deposit (In case your accommodation has this request). 

Your check-in time will depend on the type of access system in your accommodation: 

If you have a code to check-in or access to your virtual keys, you'll be able to check-in from 15:00h onwards.  

If you require of a staff member to give you physical keys to your accommodation, your check-in will be available until 22:00h and you'll need to confirm your arrival time so we can be there  to greet you!  If you need to check in later, we can accommodate arrivals until 00:00h for an additional fee. 

If you have any special requests or need assistance with your arrival time, feel free to reach out to our Guest Care team—we’re happy to help!

You can request an early check-in via Whatsapp or through the platform chat where you booked your stay.

Please bear in mind that this modification is subject to availability of the accommodation. We would be letting you know your earliest check-in time on the day prior to your arrival. 

We understand that paying an additional tourist tax upon arrival may come as a surprise, but this is a mandatory fee imposed by local authorities in certain cities where we operate. This tax is not included in the booking amount when reserving through third-party platforms, as they do not collect it on our behalf.

For guests who booked directly through our website, the tourist tax is already included in the final price. However, if you booked via a third-party platform, you will need to pay the tax separately after check-in. We will send you a secure payment link within one day after your arrival to complete this payment conveniently.

Where is a Tourist Tax required?

A tourist tax applies in our following locations:

Spain – Barcelona, Hospitalet de Llobregat, Sant Adrià del Besòs, Sitges, Teià, Calella.

Portugal – Cascais, Lisbon, Porto.

Israel – Herzliya

United Arab Emirates – Ras Al-Khaimah

Where is a Tourist Tax and how much is the Tourist Tax?

Spain

• Barcelona: €6.25 per person/night (maximum 7 nights, applicable from 16 years old).
• Hospitalet de Llobregat, Sitges, Sant Adrià del Besòs, Teià: €1 per person/night (maximum 7 nights, from 16 years old).
• Calella: €0.99 per person/night (maximum 7 nights, from 16 years old).

Portugal

• Cascais and Lisbon: €4 per person/night (maximum 7 nights, from 13 years old).
• Porto: €3 per person/night (maximum 7 nights, from 13 years old).

Israel

• Israeli citizens: Subject to 18% VAT as per local regulations.
• Foreign visitors: Exempt from VAT but must provide documentation proving non-residency.

United Arab Emirates

• Ras Al-Khaimah: AED 15 per night + 7% destination fee on the total price (both payable upon check-in)

If your reservation was prepaid through a third-party platform (e.g., Airbnb), the tourist tax must be paid after your arrival via the payment link we will send you.

If you booked directly with us, the tourist tax is already included in the final price—no extra payment is needed.

As this is a government-imposed tax, we are required to collect it and cannot waive it.

For more details about tourist tax policies in each location, please refer to the official sources below:

📌 Catalonia (Spain): atc.gencat.cat

📌 Lisbon & Cascais (Portugal): https://www.nominaurea.pt/en/news/item/portugal-taxa-municipal-turistica.html

📌 Porto (Portugal): comercioturismo.cm-porto.pt

📌 Israel: gov.il VAT guide

📌 UAE: u.ae tourist taxes

If you have any questions or need assistance, feel free to contact our Guest Care team—we’re happy to help!

If you're having trouble accessing your accommodation, don’t worry—we're here to help! Please check the following steps to troubleshoot the issue:

1. Check-in time: Our check-in time starts after 15:00. Your access code or smart lock link will not be active before this time unless you’ve received confirmation for an early check-in.

2. Verify your location: Make sure you are at the correct building, floor, and apartment door as stated in your check-in instructions. Some buildings may have similar layouts, so double-checking the details can help avoid confusion.

3. Unlocking the door:

🔹 Do not try to force the door open while it’s unlocking—wait until the unlocking process is complete.

🔹 After you hear the lock turning, if the door doesn't open immediately, gently pull or push the door until you hear a click before trying again.

🔹 If the first attempt doesn’t work, wait a few seconds and try entering your access code or using the smart link again.

Still having trouble? If you’ve tried all these steps and still can't access your accommodation, please contact our Guest Care team immediately. We're available to assist you 24/7 to ensure you can enter your stay without hassle.

If you need to store your luggage before your check-in, some of our accommodations offer a space to do so. Please take into account that this is a common space and we take no responsibility for anything lost or stolen.

If you want to leave your luggage at a private space, or if your accommodation does not provide this service, we’ve partnered with Luggage Hero.

Luggage Hero is an affordable and secure luggage storage service available in many of the cities we operate. These luggage storage sites are located inside existing businesses, such as retail outlets, cafés, and more. All are carefully assessed by a Luggage Hero local employee, who performs regular quality checks. Every piece of luggage is secured with a unique security seal provided for free at your local Luggage Hero.

If you are staying at our accommodations, you can enjoy this service in the cities listed below. If you book with us through the following links, you’ll get a special deal with 2 hours of free deposit. 

Barcelona: https://lughero.com/olalahomesbarcelona

Madrid: https://lughero.com/olalahomesmadrid

Seville: https://lughero.com/olalahomesseville

Lisbon: https://lughero.com/olalahomeslisbon

Porto: https://lughero.com/olalahomesporto

Athens: https://lughero.com/olalahomesathens

*Please keep in mind that conditions might change. We advise you to review Luggage Hero’s terms and conditions prior to using the service.

Prior to your check-in, you will receive a curated Guest Guide in which you can find places to visit, how to move around the city and tourist attractions, as well as detailed information of your accommodation, such as instructions on how to use the AC of your apartment, parking info, etc.

For your convenience, you can add the Guest Guide to your phone to access it offline without having to sign in or download a separate app.

If you need help figuring out how to use a device or appliance in your accommodation, you can find video tutorials on how to use all the devices in your Guest Guide.

If you need any assistance or need to report an issue with your accommodation, our Customer Service team is available 24/7. You can contact us through phone, Whatsapp or email.

When checking out, if you used a code or link to access the apartment, you simply need to close the door on your way out. If your accommodation has physical keys, please leave them on the table/ in the padlocks/ with the guards.

Our check-out time is before 11:00.

You can request a late check-out by contacting us via Whatsapp or through the platform chat where you booked your stay. Please note an extra fee will apply for it and that it’s subject to availability.