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Frequently Asked Questions

1. Check-in and Check-out

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How do I enter the building and the apartment?

We do not have a front desk: entry is self-service. Once you have completed the registration of all guests over the age of 14, we will send you a personal access code for the building and your apartment. This registration is required by law (Royal Decree 933/2021, of October 26).

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How do I register the guests?

Before your arrival, we’ll email you a link to complete the online registration. You’ll need the personal information and identification document (DNI, NIE, or passport) for EACH GUEST over the age of 14. Once registration is complete, you’ll receive your access code.

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What time is check-in? Can I arrive earlier?

Check-in is starting at 3:00 p.m. If you’d like to arrive earlier, please let us know in advance and we’ll do our best to have your apartment ready. We can’t guarantee this, as it depends on occupancy and cleaning schedules. If you need the apartment first thing in the morning, we recommend booking the previous night as well.

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What time is check-out? Can I check out later?

Check-out is by 11:00 a.m. If you’d like to check out later, please let us know in advance and we’ll do our best to accommodate you, though we can’t guarantee it, as it depends on whether new guests are arriving that day. If you need to stay in the apartment past that time, we recommend booking the following night as well.

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2. Luggage

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Can I leave my luggage before check-in or after check-out?

Since we don’t have a front desk, we don’t offer a luggage storage service in the building. We recommend our partner Locker4Rent, just a few steps from the apartment (Calle Moratín, 6). As a guest of Apartamentos Huertas 10, you’ll receive a 10% discount with the code H10.

Book here: https://www.locker4rent.es/consignas-equipaje-madrid/

Other nearby luggage storage options:

They’re affordable, easy to use, and let you make the most of your day as soon as you arrive. If you have any questions, feel free to contact us.

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3. The Apartment

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Is there Wi-Fi?

Yes, all apartments have free Wi-Fi. You’ll find the network name and password in the email.

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Is there air conditioning and heating?

Yes, all apartments have heating and air conditioning. Since it’s a historic building, the heating is on during the winter months and the air conditioning during the summer months.

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Are towels and toiletries provided?

Yes. We provide two towels per guest (one large and one small), as well as shampoo, body wash, conditioner, and moisturizer. All apartments also have a hair dryer.

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Is the kitchen fully equipped?

Yes. You’ll find a Nespresso coffee maker with coffee capsules, a kettle, a microwave, a sandwich maker, pots, cutlery, glasses, mugs, and wine glasses.

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Is there a washing machine and an iron?

Yes, all apartments have a washing machine and an iron. We do not have a dryer.

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Is there an elevator?

Yes.

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Is the TV a Smart TV?

Yes, all TVs are Smart TVs, so you can use your own Netflix accounts or other streaming platforms.

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4. Location and How To Get There

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Where are the apartments located?

We’re located at Calle Huertas, 10 (28012 Madrid), right in the heart of the Barrio de las Letras neighborhood, just a few minutes’ walk from Puerta del Sol, Plaza Mayor, Plaza de Santa Ana, and the Prado Museum.

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How do I get there from the airport or the train station?

The nearest metro stations are Antón Martín (Line 1) and Sol (Lines 1, 2, and 3), both just a few minutes’ walk away.

From the airport:

  • Commuter train (from Terminal 4): Take Line C1 to Chamartín, then transfer to Line C3 or C4 to Sol.

  • Metro (from any terminal): Take Line 8 to Nuevos Ministerios, then transfer to the commuter train (C3 or C4) to Sol.

  • Airport Express Bus: Runs 24 hours a day and goes to Atocha (at night, to Cibeles).

  • Taxi: Flat rate of €33 from any terminal to downtown, about a 30-minute ride.

From Atocha Station: We’re about a 15-minute walk away. You can also take Metro Line 1 to Antón Martín or the Cercanías to Sol.

From Chamartín Station: Take the Cercanías (C3 or C4) to Sol.

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Is there parking?

We do not have our own parking lot. Calle Huertas 10 is located within the Special Protection Low-Emissions Zone (ZBEDEP) in the Central District, where vehicle access is restricted:

  • ZERO or ECO sticker: unrestricted access.

  • B or C sticker: You may only enter if you are parking in a public parking garage.

  • No sticker: Access is not permitted.

We recommend the public parking garages at Plaza de Santa Ana and Jacinto Benavente, which are the closest to the apartment. Please check before arriving to make sure they are open, as they are sometimes closed for construction.

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5. Rules and Reservations

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Can I cancel my reservation?

It depends on the rate you’ve chosen:

  • Refundable rate: A 20% deposit is charged at the time of booking. You can cancel at no additional cost up to 15 days (360 hours) before your arrival. If you cancel with less than 15 days’ notice or fail to show up, we may charge you the remaining 80%.

  • Non-refundable rate: 100% of the total amount is charged at the time of booking and is non-refundable in case of cancellation or no-show. If we are unable to charge your card, we will ask for another one, and the reservation will not be confirmed until payment is completed.

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Are pets allowed?

No, pets are not allowed.

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Is smoking allowed?

No, smoking is not allowed.

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Do you have cribs or high chairs available?

Children aged 0 to 2 are considered infants and will not incur any additional charges. Additionally, you can request a crib for a fee of 15€ per stay, subject to availability.

Children aged 3 to 17 are considered adults for occupancy purposes, and a supplement of €30 per person will apply if an extra bed is needed.

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6. Restaurant 

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 The Casa San Juan Restaurant is located in the same building; it serves Spanish cuisine and is 100% gluten-free, certified by the Madrid Celiac Association.

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