Read our Frequently Asked Questions

The price includes booking fees, cleaning, linens, our Concierge services as well as a special discount on the half-day entrance to the spa, heated pool, gym and massages of a 5* beachfront hotel in Biarritz.

By the online secured payment website Stripe
We send you a link to access to the online payment, all you have to do is follow the instructions ! There are credit card fees (Mastercard, VISA) : 0.35% for the countries inside the Euro zone and 1.40% for countries outside the Euro zone.

By wire transfer :
If you book more than 30 days before your check-in : you pay a 40% booking deposit at the time of booking and you will pay the 60% balance 30 days before your arrival.
If you book 30 days or less before your check-in, you will pay the total amount at the time of booking.

Of course! As soon as your reservation is confirmed, you will receive your contract by email. It’s a very simple procedure allowing us to save paper ! We are environmentally conscious at KEYWEEK !

Yes, the deposit is required at Keyweek. As soon as your booking is confirmed, you will receive a secure email allowing you to proceed with a credit card imprint.Don’t worry this amount won’t be debited on your credit card; it’s only a pre-authorization on your bank account. If no issue has been identified (breakage, missing items, damage, etc.), the deposit will be unblocked the week following your checkout.

Of course ! If the property is available when you want to see it, our Concierge service will organize a visit for you.

We strongly recommend you to have a personal comprehensive insurance for any risks (fire, theft, water damage) for any physical or material incident that may be caused during your vacations. We also provide cancellation insurance.

Accidents happen! We simply ask you to inform us of any damage, breakage or loss and we will estimate together the extent of the damage.  In case of important damage, which would not be taken into account by our insurance, we can claim their replacement value. 

You can arrive at the property between 4pm and 7pm. For checkout times we are more flexible in off-season – depending on when the cleaning team comes, however during summer season, we ask our guests to leave the property between 9am and 10am at the latest.

Don't worry, our concierges will take care of your arrivals and departures 24 hours a day. For all arrivals and departures before 8am and after 8pm, an additional fee is applied:

From 8pm to 10pm - 50€.

From 10pm to midnight - 80€.

From midnight to 6am - 120€.

From 6:00 am to 8:00 am - 80€.

We can meet you directly at the property to give you a warm welcome and give you a tour. At checkout, we will meet you at the property too if we can. 

Unfortunately no. We only accept reservations from Saturdays to Saturdays in summer season, as it’s easier to manage. Consider visiting us off-season if you want to have more freedom in your dates !

In July and August, the minimum stay is 7 nights. The rest of the year (September to June), the minimum stay is usually 2 nights for an apartment and 4 nights for the villas. Contact us if you wish to stay for a shorter period and we will see what we can do!

We would love for you to stay longer ! We sometimes accept long-term rentals according to the properties’ availability, except in July and August.

You can absolutely extend your holidays for a few more days as long as the property is still available !

All of our properties are smoke-free holiday rentals so please use the outdoor areas if you want to smoke !

Not all of our properties are equipped with baby gear but most of them are ! If you ask us before your arrival, we will make sure to provide baby beds and high chairs. Baby beds are travel cots with mattresses and sheets. If you need an extra bed for an adult or a kid, it’s possible but only in a few properties. Ask us !

Pets are welcome in most of our properties. Please inquire to check with us before making the reservation ! We love welcoming your furry friends as long as they are clean and respectful of the amenities of course !

A cleaning service is included when you book your holiday home with KEYWEEK. Upon your arrival the property will be entirely prepared by our cleaning team. Bedding is included (towels, linens, even beach towels for some properties !) and you will find what you need to get you started. When checking out, please read both the checkout instructions to make the job easier for our cleaning teams who will get the property ready for the next guests.

Would you like more information about our rental properties?