FAQ

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 Payzen
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 ! Your dates will be blocked off once the rental agreement will be signed on the website Echosign and sent back to us. It’s a very simple procedure allowing us to save paper ! We are environmentally conscious at KEYWEEK !

Yes we will ask you for a security deposit of €2,500 a week before your check-in, by the website Payzen. 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.

You can of course cancel your stay, it will be a shame but it can happen ! Cancellation must be expressed in writing (email is ok). The 40% booking deposit is not refundable unless we can rent the property on the same dates at the same price. If you cancel your reservation less than 30 days before your check-in, you will still need to pay the balance payment.

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.

Accidents can happen but we appreciate you telling us if there has been breakage, missing items or any problem, we will assess the damage together. If the damage is important we could require the 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 at 10am at the latest.

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, minimum stay is 7 nights. You can stay a minimum of 4 nights the rest of the year (from September to June).

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.
For any stay of 7 days and over, there is cleaning once or twice a week (depending on the duration of your stay).