Help & Support
This FAQ provides answers to basic questions about The Onsider Luxury Apartments. page.
However if you can’t find the answer you were looking for don’t hesitate to contact us.
Most frequent questions
Do I have to pay a deposit?
Yes, you will pay a deposit of 2.500€ that will be refund at your check out.
I want to move in with my pets. Is this a pet friendly house?
Yes, we would love to welcome you with your pets. The Onsider wants you to feel at home and what would home be without your beloved cat(s) or dog(s)? If you want to bring your pet, please advice us in advance so that we can prepare accordingly. Please keep in mind that an additional cleaning charge will be incurred when moving out.
Can I smoke in the apartment?
We believe that you should do in your home whatever your like. Therefore, we respect if you want to smoke in your apartment. However, please keep in mind that an additional cleaning charge will be incurred when moving out.
Can I rent the Onsider for less than a month?
Our concept of, “Extended Stay“ allows us to only rent out apartments for less than 32 days. We truly believe that only stays of more than one month enable our residents to experience Barcelona like a true local. If you want to stay for a longer period of time or have any additional questions, please contact us directly.
How is the Onsider location?
The Onsider has one exclusive location, situated on Passeig de Gràcia — one of the most prestigious and central areas of Barcelona. Passeig de Gràcia is one of the city’s main avenues and has become a key commercial and business hub.
Do you really fulfill all of my service requests?
So far we were able to fulfill all requests by our residents. Our concierge will assist you with any questions and requests you might have. We work together with strong service partners and our everyday objective is to make the impossible possible.
How can I book an apartment?
You can check availability and book on our website, or you can contact us directly | Contact
via email: info@theonsider.com | Tel: +34 699 734 013
Can I visit the apartment before I make a booking?
Yes, of course. We are happy to give you a tour of The Onsider , answer all your questions and show you your apartment before you take any decision. We want that you feel really comfortable in The Onsider and that you are sure about having taken the right decision. You can easily book a tour through contacting us direcrtly on email: info@theonsider.com | Tel: +34 699 734 013
Can you send me more information about the apartment before I make a booking?
Yes, we are happy to send you more information about The Onsider or show you the building and your apartment, in case that you are in town. Just send us a short email to info@theonsider.com or fill out our contact form `{`link to contact us page`}` and we will come back to you within 24h. You can also give us a call on Tel: +34 699 734 013
How can I cancel my booking?
Booking cancellation by the resident
Any cancellation or amendment request must be sent to us in writing, by email, fax or post, and will take effect on the day we receive the request. Our cancelation policy is as follows:
- For cancellations prior to 60 days before arrival, we will refund the entire amount paid to guarantee your booking.
- For cancellations prior to 31 days before arrival, we will refund 50% of the amount paid to guarantee your booking.
- For cancellations within 30 days of arrival, we won’t be able to refund your booking payment.
- Once “in house”, we will not refund the amount paid.
Where can I pick up the keys for my apartment?
After your booking, you can just relax. We will do all the work for you and wait at The Onsider for your arrival. We will hand over your apartment keys, give you a guided tour through the building, introduce you to all facilities and answer all of your questions before you move in. Please just let us know in advance about your date and approximate time of arrival.
What are the access times to the building?
You can access the building during 24h with an access code provided to you when moving in. From 9-17h our concierge will also be there to assist you if you have any questions.
Are there any sucharges for late or early arrival at my new home?
Your comfort is our first priority. Feel free to arrive at the time that is most convenient to you at no surcharge. Please just let us know in advance about your date and approximate time of arrival.
What payment methods do you accept?
We accept all common payment methods. We accept bank transfer, Paypal or Credit/Debit card (Mastercard, Visacard and American Express).
What do I do if I need help during my stay?
If you need help, The Onsider concierge will be there to assist you from 9-17h weekly days. We will provide to you our emergency phone number upon arrival.
What happens if I break something?
If you break something, please let us as soon as possible and we will try to find the best solution for all of us.
How are the apartments equipped?
The apartments are fully furnished, the kitchen is fully equipped with high end appliances and all the apartments have high speed wifi access . You can find more information about the apartments here
What services and facilities do you offer?
The Onsider concierge is available from 9-17h, to fulfill all your requests. You can find more information about our Services here.
We are happy to personally answer any additional questions you might have.
Please contact us directly at:
E-mail : info@theonsider.com
Phone : Tel: +34 699 734 013