Frequently Asked Questions
ABOUT US
What is Roomie?
Roomie makes finding accommodation in Segovia easy. We don’t just help you find a place to live; we also offer services to help you build a real community in your new home.
BOOKING
How can I find the perfect property for me?
You can start by taking a look at our properties section to see if any of them match your interests. In addition, please do not hesitate to get in touch with any of the four phone numbers listed below, and one of our agents will help you find the perfect room for you.
Andrés Minguez: +34 674 868 987
Chema Piñuela: +34 652 908 201
Ana Hornedo: +34 689 389 249
Clara García: +34 690 703 623
Can I visit the apartment before renting it?
We understand the importance of visiting a property before making a decision, so we’ll be happy to arrange a visit, subject to availability and the current tenant’s approval. Since we know sometimes it is not that easy to arrange a face-to-face visit, we also offer FaceCall house tours. To coordinate, please contact us at least 48 hours in advance. Our agents are familiar with each property and are ready to assist you.
What is the rental process through Roomie?
Once you find a property of your interest, we will help you coordinate a visit (if you wish), and then guide you through the process of signing the contract, security deposit and any other necessary details.
Are Roomie's properties furnished?
Most of our properties are fully furnished, but we recommend you check the details of each specific property to confirm what is included. We want to make your experience as pleasant as possible, so do not hesitate to contact us if you would like to add something to your home.
When do I need to make payments for my reservation?
The payment schedule varies depending on the length of the stay.
For reservations of up to 60 days, full payment of rent, service fee, and security deposit and/or bond is required in advance. For stays longer than 60 days, payment for the first two months is requested to confirm the reservation (along with the service fee and security deposit and/or bond), and the remaining monthly payments will be made one month in advance of the start of the next rental period along with the service fee.
Payment can be made by bank transfer or card. In case of payment delay, an additional 5% charge per day of delay will apply.
What does the service fee include?
The service fee covers the management and ongoing operation of the reservation and includes essential services such as 24/7 assistance, check-in, maintenance coordination, reservation administrative management, and final cleaning and property inspection at the end of your stay. For daily bookings, the amount is a fixed fee per reservation, and for monthly bookings, the value is a percentage of the monthly rent.
What is the security deposit?
It is an amount of money that the tenant pays when formalizing their reservation and aims to guarantee compliance with the terms of the lease contract and cover possible damages attributable to misuse. The refund is made within a maximum of ten working days after departure if the property is in the same condition as it was delivered. The amount of the deposit and specific conditions are explained during the rental process.
What are the payment methods at Roomie?
Bank transfer is the main payment method. Cash payments are not accepted at Roomie.
Can I change the dates of my reservation?
In certain situations, you can modify the dates based on availability. To do so, contact a Homeclub reservations agent to explore options. Please note that changes may involve price adjustments depending on the season and notification period.
MEMBER BENEFITS
What additional services does Roomie offer?
You can check all our benefits on the Services page. For more detailed information, do not hesitate to contact us.
What happens if I have a problem with my accommodation?
You can contact us at any time. Our team is available to help you solve any problem related to the property or your cohabitation.
How does the community work in Roomie?
At Roomie we foster a community atmosphere among our tenants. We organise events and activities so you can get to know your neighbours and feel part of a community in your new home. Get the most out of your experience of studying abroad thanks to Roomie's benefits together with our community.
I'd like my brand to be part of the member benefits offering. How can I get involved?
We would love to encourage new businesses from the roomie community! Contact us through our email (info@roomieseg.com) telling us a little more about your brand and why you think it would be valuable to Roomie and we will be happy to expand our partners.
CANCELATION POLICY
Can I cancel my reservation?
If you need to cancel your reservation, please inform us as soon as possible. Cancellation policies are detailed in your rental contract and may vary depending on the time of cancellation.
ARRIVAL
How will the check-in at the property be?
Our official check-in hours are from 16:00 to 21:00. However, we understand that sometimes it is not possible to control the arrival of a trip. Therefore, if the property is available and subject to availability, we will be happy to give you access as soon as you arrive. Check-in can be in person or self check-in depending on the property.
If I arrive earlier than expected, what can I do with my luggage?
If you arrive early and the property is not available, Roomie will take care of your luggage, keeping it in a safe and guarded place until the property is ready.
What documentation should I bring at check-in?
You do not need to print or bring any documents at check-in; the check-in agent will take care of it. However, you will need to bring your identification (i.e., passport or ID) with which you confirmed your reservation with us.
If the property will be received by a different person from the reservation holder, contact a Roomie agent so you can sign the corresponding authorization.
DEPARTURE
How should I return the apartment on the day of departure?
It's not necessary to check out personally. This way, it will be simpler and more comfortable. We only ask that, upon departure, you take out the trash, turn off all electronic devices, and leave the physical keys, if any, on the kitchen countertop or dining table. Lastly, ensure to properly close the door when leaving the house.
What time should I check out?
The check-out time is 10:00 am. We will try to accommodate late check-out requests, but may not be able to confirm until 48 hours before. We recommend keeping in touch with our reservations team to verify availability. Even if a late check-out is approved, our team will need to visit the property at the usual check-out time to perform cleaning tasks and comply with regulations.
Where can I store my luggage after check-out?
You can hire an extra luggage storage service and Roomie will pick up your luggage at your apartment and store it for the necessary time in a safe and secure way. There is the possibility to store it during the whole summer period until the following school year.
