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Policies

House rules

  • Check-in from 2:00 PM (self check-in via secure lockbox — instructions are released once your booking is complete)
  • Check-out by 11:00 AM
  • Maximum occupancy: 5 guests. All overnight guests must be registered before arrival — it's a legal requirement and takes two minutes in our guest portal
  • No smoking inside the apartment (balcony is fine)
  • No parties or events
  • No pets
  • Air conditioning: switch units off when you leave and keep windows and doors closed while they run — excessive energy use is treated as damage under our damage policy
  • Quiet hours after 10:00 PM — Galaxy Residence is a residential building and we love our neighbours
  • Free secure parking in the residence; a reserved private spot (#004, level −3) is available as an add-on
  • Please treat the apartment as your home away from home; report any issue right away and we'll fix it fast

Cancellation policy

  • Free cancellation up to 14 days before check-in: full refund
  • 7–14 days before check-in: 50% refund of the nightly total
  • Less than 7 days: no refund, but we'll always try to rebook your dates — if we succeed, you get the rebooked nights refunded
  • We recommend travel insurance for the unexpected

Payment

  • Your booking is confirmed once the full payment has been received.
  • 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.
  • No security deposit is paid upfront. Instead we register a valid payment card for every stay; documented damage can be charged to it afterwards up to €500 — see Damage & liability below.
  • City/tourist tax is included in the price.

Damage & liability

  • You are liable for damage to the apartment or its contents caused during your stay, beyond normal wear and tear.
  • A valid payment card is registered for every stay — during payment or via the guest portal before check-in. Nothing is blocked or charged upfront.
  • If we find damage or exceptional costs after check-out (for example missing items, smoking indoors, or excessive energy use against the house rules), we document everything with photos and an itemised cost overview, within 14 days after check-out.
  • You always receive the full documentation by e-mail first and have 48 hours to respond. After that, the documented amount — up to a maximum of €500 — may be charged to the registered payment method.
  • Damage above €500 is settled with you directly and, where necessary, through insurance or legal channels.
  • Questions or disagreement? Reply to the notification or message us on WhatsApp — we always prefer to resolve things together.

Privacy

Five Star Escape processes your data to manage your booking: name, contact details, payment status (payments are processed by Stripe; we never see your card number), a secure Stripe reference to your registered payment method (used only under the damage policy above and automatically removed within 30 days after check-out), and identity documents required for legal guest registration in Tunisia. Documents are uploaded via a secured portal, stored encrypted, access-restricted, and automatically deleted 30 days after your stay. We don't sell your data or use it for advertising. You can request access or deletion at any time. Visitor statistics run only with your consent via Microsoft Clarity (this places cookies); you can change your choice at any time via the cookie preferences link in the footer, and Microsoft's own cookies (clarity.ms) can be removed via your browser settings.