Policies & House Rules

A short, readable summary of the rules that matter during your stay. The full legal text — including the security deposit, the remediation charge and the platform provisions — is in our Terms & Conditions.

Read the full Terms & Conditions

House rules

Smoking, vaping and e-cigarette use are prohibited inside the apartment.
Parties and unauthorized events are prohibited.
External visitors are only permitted with prior approval from Five Star Escape, with a maximum of two approved visitors at the same time (see the Visitors Policy).
Pets are prohibited unless specifically approved in writing.
Excessive noise and behaviour that disturbs other residents are prohibited.
Quiet hours begin at 22:00.
All overnight guests must be registered in advance.
The apartment may not be used for illegal activity.
Guests must not interfere with locks, smoke detectors, fire-safety systems, cameras, internet/network equipment or other safety/security equipment.
Guests must switch off unnecessary lighting and air-conditioning when leaving the apartment.
Windows and exterior doors should remain closed while air-conditioning is operating.
Guests must follow reasonable instructions issued by the residence concerning communal areas, safety and security.

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Arrival & departure

Check-in is from 14:00 and check-out is by 11:00.
Arriving earlier or leaving later is only valid once we have confirmed it in writing.
Maximum occupancy is the number stated on your reservation and may never be exceeded without our prior written approval.

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Security deposit

For direct reservations, and for platform reservations where the platform allows it, we may require a temporary card authorization or security deposit of up to €1,000. The amount is always disclosed before it is taken. A card authorization is not automatically a final charge: only documented, substantiated costs may be retained, and anything left over is released or refunded. Where the documented loss exceeds the deposit or authorization, you remain responsible for the remaining reasonable amount.

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House Rule violation charge

A substantiated serious violation — smoking or vaping indoors, an unauthorized party or gathering, unauthorized visitors who refuse to leave when asked, verified serious noise, tampering with fire-safety or security equipment, or interference with locks and access systems — can carry a contractual remediation charge of €250 per incident. That €250 is not a ceiling: where documented repair, cleaning or replacement costs are higher, we may claim the reasonable documented amount instead of — or, where justified, in addition to — the incident charge. Evidence is always required, the amount stays proportionate, and we never recover the same loss twice.

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Cancellation policy

Cancellation at least 14 full days before scheduled check-in: full accommodation refund.
Cancellation from 7 days until less than 14 full days before scheduled check-in: 50% refund of the applicable accommodation amount.
Cancellation less than 7 days before scheduled check-in: non-refundable.

If we manage to rebook cancelled nights that would otherwise be non-refundable, we voluntarily refund what the replacement booking brings in, after any reasonable differences or transaction costs.

If you booked through Booking.com, Airbnb or another platform, the cancellation conditions displayed and accepted for that reservation prevail over the terms above.

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Payment

Your booking is confirmed once the full payment has been received and all mandatory pre-arrival formalities — guest registration and identity details — have been completed.
Payments are processed securely by Stripe; we never see your card details.
The full price breakdown — nights and any discount, with cleaning included — is always visible before you pay. No hidden costs.
Unless stated otherwise, payment is due within 48 hours after the payment request is issued.
City/tourist tax is included in the price.

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Damage & liability

You are liable for damage to the apartment or its contents caused during your stay, beyond normal wear and tear.
For direct reservations, and for platform reservations where the platform allows it, a valid payment card is registered for your stay — during payment or via the guest portal before check-in.
If we find damage or exceptional costs after check-out, we document everything — photographs, inspection records and an itemised cost overview — before we claim anything.
You always receive the full documentation by e-mail first and have 48 hours to respond, and you may provide evidence of your own.
Questions or disagreement? Reply to the notification or message us on WhatsApp — we always prefer to resolve things together.

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Security cameras

Five Star Escape may use a disclosed exterior doorbell or security camera (Ring) monitoring the apartment entrance and the access area directly around it, for access verification, safety, incident investigation and property protection. No Five Star Escape camera monitors private interior living or sleeping areas.

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Shared residence facilities

The swimming pool, gym, sauna/spa, prayer room, game room and library belong to Galaxy Residence and are managed by the residence, not by Five Star Escape. They are currently reserved for permanent residents and are not available to short-stay guests. Your apartment has its own private jacuzzi.

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Parking

Parking is subject to your reservation and prior confirmation. A specific private or underground space is only included when we have expressly confirmed it, and it is a paid add-on. Parking on the street outside the residence is free, but it is used at your own risk and availability is not guaranteed. Please never use another resident's or a reserved space.

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Privacy

We process your data only to manage your booking, meet legal guest-registration requirements and protect the apartment. Identity documents are stored encrypted and deleted 30 days after your stay; payment card references are held by Stripe and detached 30 days after check-out.

Read the full Privacy Policy